Service Desk Analyst – NECSWS – Hartlepool


Company Description

Come join us and make a difference in the world!

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.

Discover more at

Job Description

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.



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 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.

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 to include a DBS check as standard.

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

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