Service Desk Analyst

Company Description Come join us and make a difference in the world! Discover more atNO AGENCIES PLEASEJob Description The NEC Software Solutions Central Service Desk Team is seeking Service Desk Analysts to provide first-line Level 1 support to internal and external accounts. The Service Desk Analyst will work with a team under the supervision of a Service Desk Team Lead, serving as a single point of contact for IT issues, aiming for first-time resolutions.Maintain punctuality to ensure call management in line with SLAsManage customer mailboxes and log emails in ITSM toolsLog incidents and requests accurately following proceduresPrioritize and categorize requests per contractual requirementsPerform first-line diagnosis and escalate issues appropriatelyResolve basic hardware/software issuesRecord accurate information to assist second-line supportHandle first-line fixes like password resets and account managementKeep users informed of progress, especially after SLA breachesClose resolved incidents and requests promptlyReflect customer feedback and contribute to team meetingsUndertake necessary training and provide IT support and maintenanceMaintain comprehensive documentation and review support processes regularlyQualifications The ideal candidate will have:First-line IT service experienceExcellent customer service and influencing skillsKnowledge of Microsoft Office suiteFlexibility, self-motivation, decision-making ability, and strong communication skillsAttention to detail and ability to follow instructionsExperience in a first-line role; ITIL knowledge is a plus but not requiredAdditional Information We offer an excellent benefits package, including an above-average pension scheme, private medical cover, holiday options, life assurance, a pension plan with employer contributions, and flexible benefits.Candidates must demonstrate the right to work in the UK; vetting and checks will apply. A DBS check may be required depending on the role.NEC Software Solutions is an equal opportunities employer committed to inclusivity and accessibility. Please inform us of any reasonable adjustments needed during recruitment.Who We Are Part of NEC Corporation, our software helps dispatch ambulances, support families, keep trains running, locate missing persons, and test newborn hearing. With over 3,000 employees, we support public services worldwide, making a tangible difference every day.#J-18808-Ljbffr

Created: 2025-06-30