Overview
We are seeking a friendly, proactive, and customer-focused Service Desk Analyst to join our Central Service Desk Team at NEC Software Solutions. This hybrid role is based from our Hartlepool office with a mix of office-based and remote working. You will be the first point of contact for users seeking support, ensuring queries are handled with empathy, efficiency, and professionalism. You will work closely with a supportive team and under the guidance of a Service Desk Team Lead.
Responsibilities
* Deliver outstanding customer service via phone, email, and Microsoft Teams, ensuring interactions are professional, empathetic, and solution-focused.
* Provide a warm and helpful first-line response to customer queries, resolving common issues and escalating where necessary.
* Log and manage incoming requests using our IT Service Management (ITSM) tool, ensuring accuracy and timeliness.
* Monitor and manage shared mailboxes, prioritising requests in line with service level agreements (SLAs).
* Resolve basic issues such as password resets and account access problems.
* Escalate more complex issues to the appropriate teams with all relevant information captured.
* Keep users informed of progress and expected resolution times, especially when SLAs are at risk.
* Close resolved queries promptly and accurately, using appropriate closure codes.
* Reflect on customer feedback and contribute ideas to improve service delivery.
* Participate in team meetings and training sessions to continuously improve skills and knowledge.
* Support preventative maintenance activities and contribute to documentation updates.
* Demonstrate a pre-existing right to work and travel within the UK; documentary evidence will be required.
* All offers are subject to satisfactory vetting, references and occupational health checks. Depending on the role, a Disclosure Barring Service (DBS) check may be required.
* Previous experience in a customer service or helpdesk role is essential.
* A genuine passion for helping others and delivering excellent service.
* Strong communication skills across phone, email, and Microsoft Teams.
* Excellent attention to detail and a methodical approach to problem-solving.
* Ability to follow processes and instructions accurately.
* Comfortable using Microsoft Office tools (Outlook, Excel, etc.).
* Self-motivated, with a flexible and positive attitude.
* Able to work effectively in a team and independently.
Qualifications
* Previous experience in a customer service or helpdesk role is essential.
* Desirable: Experience working on a Health Service Desk or supporting healthcare-related systems.
* Desirable: Familiarity with ITIL principles or working in a service management framework (training can be provided).
Benefits and Additional Information
* Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
* 25 days paid holiday with the option to buy/sell (FTE)
* 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
* A Group Pension Plan with employer contributions up to 8.5%
* A selection of flexible benefits to suit individual needs
* All colleagues get free access to LinkedIn Learning with extensive course availability
Equality and Accessibility
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
About NEC Software Solutions
NEC Software Solutions is part of the global NEC Corporation. We help public services by supporting emergency response, healthcare, transport, and government activities, and support our 3,000+ employees in delivering innovative solutions.
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