Service Desk Analyst

Company Description

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Job Description

We have an exciting opportunity to join our new expanding Service Desk Analyst Team. This role would be suitable for someone with excellent customer service skills, good organisational abilities who is able to prioritise.

Purpose of the role The Service Desk Analyst role will be part of delivering a high level of quality customer support to ensure that the best possible levels of service excellence and availability are maintained. Due to the nature of the role the candidate may be required to work a 24/7 shift pattern and must be able to obtain security clearance. The primary objective is to provide a single point of contact between the services being provided and the users. Typically this will involve managing incidents and service requests, and also handling communication with the users.

Who we are looking for:

· Deliver outstanding customer service standards by answering all calls promptly, remaining courteous and professional and meeting call quality standards

· Categorise incidents against agreed classifications

· Ensure incoming incidents/service requests are logged accurately ensuring all relevant information is obtained, correctly prioritised and caller is advised of unique reference number

· Assign the incident to the correct resolver group and ensure that incident response SLAs are met

· Monitor the outstanding incident queue and ensure all are progressed in a timely manner, within SLAs

· Ensure that the user is kept informed of progress, that delays are avoided in responses and that incidents are updated with any progress, customer comments or third party updates

· Ensure that all work is carried out and documented in accordance with required standards, methods and procedures

· Log and manage calls with external support desks

· Apply first time fixes when required; identify and progress a first time fix resolution


Experience and Qualification

· Customer focussed approach: exceptional communication and organisational skills, active listening, strong customer liaison skills underpinned by a professional telephone manner

· Have strong personal development and motivational skills – required to be flexible, positive and have good interpersonal skills; be self-driven, organised and able to work to deadlines

· Typing skills to ensure quick and accurate entry of incident or service request details

· Ability to work autonomously and within a team to support the end user efficiently

· Ability to manage and take responsibility for incident tickets assigned in relation to specialist software functionality

· Ability to prioritise tasks and escalate high-profile issues

· Ability to use initiative to keep users and internal stakeholders informed of progress in relation to incidents

· Ability to analyse, problem-solve & quickly learn bespoke software; exceptional analytical skills to determine resolutions accurately

· IT literate particularly around products like MS Windows and MS Office

· 4 GCSE’s (or equivalent) including Maths and English

Desirable Skills

· Experience of delivering against Service Level Agreement targets and meeting customer expectations

· Technical knowledge and experience of SQL Server and/or Oracle database platforms and RDBMS in general

· Technical knowledge of current Windows operating systems

· Technical knowledge of networking and client support (DNS, DHCP, Active Directory)

· Understanding / qualifications in ITSM processes and procedures

· Experience of working with Service Now / Microsoft CRM

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

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.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

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.

Originally posted on Himalayas


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Help Desk Technician, Desktop Support Analyst, Support Analyst, Technical Support Analyst, IT Support Analyst 

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