Customer Service Apprentice – NECSWS – Hartlepool


Job Description

The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes 
Objective: To restore “normal service” to the users as quickly as possible

Main Responsibilities

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 INFRA

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

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


GCSE in English and Maths at Grade C/4 or above

High attention to detail with problem solving skills.

Enthusiastic with ambition, strong work ethic and can work well in a team environment.

Open to new ideas with the willingness to learn.

Excellent communications skills with the ability to confidentially communicate with all levels of colleagues.

Excellent telephone skills

Good keyboard skills

Microsoft Excel and Word

Customer Service and Focus

Listening and Verbal Communication

Building Relationships and People Skills

Organisational skills to schedule daily/monthly workload

Problem Solving and Multi-tasking

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.

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.

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