{"id":3758708,"url":"https://alion.io/job/nec-software-solutions-service-desk-analyst-2","title":"Service Desk Analyst","company":{"id":4310,"name":"NEC Software Solutions","domain":"necsws.com","url":"https://alion.io/company/necsws","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":18,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hartlepool, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"ITSM","optional":true}],"status":"live","first_seen_at":"2026-11-04T15:26:34Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-10T15:11:48Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Come join us and make a difference in the world!\nDiscover more at www.necsws.com\n This role is based from our Hartlepool office. Hours are 8.30-5, monday-friday.\nYou will have 1st line experience in proving IT service for users in the following:\nDemonstrate excellent customer service and influencing skills across various mediums.\nKnowledge of using Microsoft office suite (i.e. Outlook / Excel )\nFlexibility in approach\nSelf Motivated\nAbility to make decisions and take ownership\nStrong communication skills\nExcellent attention to detail\nAbility to follow instructions\nExperiencing of working in a first line role and a understanding of ITIL is desirable but not required\nRole involves:\nTo recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs\nTo manage the customer mailboxes and ensure timely logging of emails in ITSM Tool.\nTo accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures. \nTo allocate categorisation and prioritisation levels in accordance with customer contractual requirements\nTo 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.\nResolve basic hardware / software problems.\nTo 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\nTo resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc\nTo keep users informed of progress (especially post SLA breach)\nTo accurately close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end\nTo reflect on customer feedback through customer call closure surveys\nTo contribute to team meetings\nTo undertake all required training for the role\nTo provide IT support & preventative maintenance for all contracts.\nTo ensure comprehensive documentation of procedures are maintained, and to ensure that system documentation and support process is regularly reviewed.\nThe role is Monday to Friday - 08:00 to 16:30.\n Demonstrate excellent customer service and influencing skills across various mediums.\nKnowledge of using Microsoft office suite (i.e. Outlook / Excel )\nFlexibility in approach\nSelf Motivated\nAbility to make decisions and take ownership\nStrong communication skills\nExcellent attention to detail\nAbility to follow instructions\nExperiencing of working in a first line role and a understanding of ITIL is desirable but not required\nPrevious experience working in a 1st line role or similar.\nMust be eligible for UK Security Clearance\n We are proud of the benefits we offer employees of NEC Software Solutions\nPrivate Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)\n25 days paid holiday with the option to buy/ sell \n4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)\nA Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%\nA fantastic selection of flexible benefits to suit your individual needs\nWe are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life\nAll 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.\nOTHER INFORMATION\nCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.\nAll offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.\nNEC 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.\nWho We Are:\nWe’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.\nWorking with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.\nWe 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.\nWe’d love your help. 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