3 дня назад
24*7 Service Desk Analyst
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
24*7 Service Desk Analyst (IT Support/ITSM): Providing first-line IT support, incident logging, diagnosis, and resolution for users through phone and email with an accent on service-level compliance, accurate documentation, and customer communication. Focus on managing ITSM tickets, resolving hardware, software, password, and account issues, and supporting a 24*7 shift operation.
Location: Hartlepool, United Kingdom; office-based
Company
is part of NEC Corporation and delivers software and technology services supporting public services, including healthcare, emergency response, transport, policing, and local authorities.
What you will do
- Provide first-line IT support and customer service through phone, email, and other communication channels.
- Monitor customer mailboxes and accurately log incidents, service requests, and change requests in the ITSM tool.
- Categorize and prioritize tickets according to customer requirements and service-level agreements.
- Investigate and resolve basic hardware and software issues, including password resets and account reactivations.
- Escalate unresolved issues to second-line teams with complete and accurate information.
- Maintain documentation, keep users informed, and support preventative maintenance activities.
Requirements
- Previous experience in a first-line service desk or similar IT support role.
- Knowledge of Microsoft Office, including Outlook and Excel.
- Strong customer service, communication, decision-making, ownership, and attention-to-detail skills.
- Ability to follow documented procedures and remain flexible and self-motivated.
- Understanding of ITIL is desirable but not required.
- Must be eligible for UK Security Clearance and have a pre-existing right to work and travel within the UK.
Culture & Benefits
- 24*7 shift working: 14 shifts every 28 days; the exact rotation is discussed during the interview process.
- Private medical cover funded by NEC, with optional family coverage.
- 25 days of paid holiday with the option to buy or sell days.
- Employer-funded life assurance and a group pension plan with contributions of up to 8.5%.
- Flexible benefits, an employee assistance programme, and free access to LinkedIn Learning.
Hiring process
- The shift rotation will be discussed during the interview stages.
- Offers are subject to satisfactory vetting and reference checks; a DBS check may also be required.
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