Job Description
This role is based from our Hartlepool office and covers core shifts Monday to Friday between 8am‑4.30pm/8:30am‑5pm.
Responsibilities
* Recognise the importance of good timekeeping, ensuring punctual login to the phone system and aiding call management in line with service SLAs.
* Manage customer mailboxes and ensure timely logging of emails in the ITSM tool.
* Accurately log all relevant incident/service request and request for change details in accordance with documented procedures.
* Allocate categorisation and prioritisation levels in accordance with customer contractual requirements.
* Provide first line investigation and diagnosis where applicable, ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisation's service level targets, and minimizing disruption to critical systems.
* Resolve basic hardware/software problems.
* Collect and record accurate information (using QuickSolutions where in place) to aid the second line team to progress any calls transferred to their Group.
* Resolve incidents/service requests classified as First‑Line‑Fix (e.g., password resets and account reactivations/deactivations).
* Keep users informed of progress, especially after an SLA breach.
* Accurately close all resolved incidents, requests and other calls in a timely manner, especially at month end.
* Reflect on customer feedback through call closure surveys.
* Contribute to team meetings.
* Undertake all required training for the role.
* Provide IT support and preventative maintenance for all contracts.
* Ensure comprehensive documentation of procedures is maintained and that system documentation and support process is regularly reviewed.
* Cover core shifts Monday to Friday between 8am‑4.30pm/8:30am‑5pm.
Qualifications
* Demonstrate excellent customer service and influencing skills across various mediums.
* Knowledge of Microsoft Office Suite (Outlook, Excel).
* Flexibility in approach.
* Self‑motivated.
* Ability to make decisions and take ownership.
* Strong communication skills.
* Excellent attention to detail.
* Ability to follow instructions.
* Experience working in a first‑line role and an understanding of ITIL is desirable but not required.
* Previous experience working in a first‑line role or similar.
* Must be eligible for UK Security Clearance.
Candidate Eligibility
* Right to work and travel within the UK; documentary evidence required.
* All offers subject to satisfactory vetting and reference checks.
* Depending on the role, a Disclosure Barring Service (DBS) check may also be required.
Benefits
* Private Medical Cover funded by NEC for employees (option to add family members for an additional cost).
* 25 days paid holiday with the option to buy/sell.
* Basic salary life assurance cover funded by NEC (option to increase cover for an additional cost).
* A group pension plan with employer contributions up to 8.5%.
* A selection of flexible benefits to suit your needs.
* Employee assistance programme providing support for all aspects of life.
* Free access to LinkedIn Learning (over 15,000 courses).
Equal Opportunity Employer
NEC Software Solutions is an equal opportunities employer. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.
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