Job Description

Company Description


Come join us and make a difference in the world!


Discover more at www.necsws.com





This role can be based from our Hartlepool or Chippenham offices



You must have 1st line experience in proving IT service for users in the following:

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 of working in a first line role and a understanding of ITIL is desirable but not required.

Role involves:

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. The role is 247 Shift working. 14 Shifts every 28 Days. The exact rotation will be discussed during the interview stages.


Qualifications

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 of 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


Employees of NEC Software Solutions are entitled to the following benefits:

Single Private Medical Cover (with the option to select family cover at an additional cost) 25 days paid holiday with the option to buy/ sell 5 days 4 x basic salary life assurance cover A Group Pension Plan with fantastic employer contributions A selection of tax efficient flexible benefits to suit your individual needs

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.


All offers are subject to satisfactory vetting and reference checks to include a DBS check as standard.


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