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Full-time
Private Medical Cover, 25 Days Paid Holiday, Option To Buy/Sell Holiday, 4x Basic Salary Life Assurance Cover, Group Pension Plan, Flexible Benefits
Posted 28d ago
~38 hrs/week
Responsibilities
Provide first-line IT support by logging incidents and service requests in the ITSM tool and resolving basic hardware and software issues. Ensure timely communication with users and maintain comprehensive documentation of support procedures.
Requirements
Requires previous experience in a first-line IT support role and proficiency in Microsoft Office. Candidates must be eligible for UK Security Clearance and possess strong customer service and communication skills.
This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm.
You will have 1st line experience in proving IT service for users in the following:
Demonstrate excellent customer service and influencing skills across various mediums.
Knowledge of using Microsoft office suite (i.e. 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
Experiencing of working in a first line role and a understanding of ITIL is desirable but not required.
Role involves:
To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs
To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.
To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures.
To allocate categorisation and prioritisation levels in accordance with customer contractual requirements
To 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 organisations service level targets, and minimizing the disruption to critical system.
Resolve basic hardware / software problems.
To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group
To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc
To keep users informed of progress (especially post SLA breach)
To accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
To reflect on customer feedback through customer call closure surveys
To contribute to team meetings
To undertake all required training for the role
To provide IT support & preventative maintenance for all contracts.
To ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.
This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm
Qualifications
Demonstrate excellent customer service and influencing skills across various mediums.
Knowledge of using Microsoft office suite (i.e. 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
Experiencing of working in a first line role and a understanding of ITIL is desirable but not required
Previous experience working in a 1st line role or similar.
Must be eligible for UK Security Clearance
Additional Information
We are proud of the benefits we offer employees of NEC Software Solutions
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
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 fantastic employer contributions up to a maximum of 8.5%
A fantastic selection of flexible benefits to suit your individual needs
We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
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 feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
Related keywords
Service Desk1st Line SupportITILITSMMicrosoft OutlookMicrosoft ExcelIncident ManagementPassword ResetsAccount ReactivationUK Security ClearanceSLAPreventative MaintenanceTechnical Support
Innovation when it matters most. We build software and services that help keep people safer, healthier, and better connected worldwide.
Our customers are national governments and international health bodies. They’re also police forces, emergency services, local authorities, and housing providers, all working to prevent harm and provide the right support. Our software and services get them great outcomes.
Innovation when it matters most. We build software and services that help keep people safer, healthier, and better connected worldwide.
Our customers are national governments and international health bodies. They’re also police forces, emergency services, local authorities, and housing providers, all working to prevent harm and provide the right support. Our software and services get them great outcomes.