Come join us and make a difference in the world!

Discover more at www.necsws.com 

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We are seeking a friendly, proactive, and customer-focused Service Desk Analyst to join our Central Service Desk Team at NEC Software Solutions. This role is ideal for someone who thrives in a fast-paced environment, enjoys helping people, and is passionate about delivering excellent service to both internal and external customers.

As part of the Health Service Desk, you will be the first point of contact for users seeking support, ensuring their queries are handled with empathy, efficiency, and professionalism. You’ll work closely with a supportive team and under the guidance of a Service Desk Team Lead.

This is a hybrid role based from our Hartlepool office, offering a mix of office-based and remote working.

Key Responsibilities:

• Deliver outstanding customer service via phone, email, and Microsoft Teams, ensuring all interactions are professional, empathetic, and solution-focused.
• Provide a warm and helpful first-line response to customer queries, resolving common issues and escalating where necessary.
• Log and manage incoming requests using our IT Service Management (ITSM) tool, ensuring accuracy and timeliness.
• Monitor and manage shared mailboxes, prioritising requests in line with service level agreements (SLAs).
• Resolve basic issues such as password resets and account access problems.
• Escalate more complex issues to the appropriate teams with all relevant information captured.
• Keep users informed of progress and expected resolution times, especially when SLAs are at risk.
• Close resolved queries promptly and accurately, using appropriate closure codes.
• Reflect on customer feedback and contribute ideas to improve service delivery.
• Participate in team meetings and training sessions to continuously improve your skills and knowledge.
• Support preventative maintenance activities and contribute to documentation updates.

• Previous experience in a customer service or helpdesk role is essential.
• A genuine passion for helping others and delivering excellent service.
• Strong communication skills across phone, email, and Microsoft Teams.
• Excellent attention to detail and a methodical approach to problem-solving.
• Ability to follow processes and instructions accurately.
• Comfortable using Microsoft Office tools (Outlook, Excel, etc.).
• Self-motivated, with a flexible and positive attitude.
• Able to work effectively in a team and independently.

Desirable:

• Experience working on a Health Service Desk or supporting healthcare-related systems.
• Familiarity with ITIL principles or working in a service management framework (training can be provided).

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• 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 (FTE)
• 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 selection of flexible benefits to suit your individual needs
• 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, references and occupational health 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.