Service Desk Analyst (IT Support)

TL;DR

Service Desk Analyst (IT Support): Providing first-line technical support and incident management for users within a 24/7 shift environment with an accent on ticket logging, basic hardware/software troubleshooting, and SLA compliance. Focus on diagnosing IT faults, managing ITSM tools, and ensuring minimal disruption to critical public service systems.

Location: Based in the Hartlepool office; must be eligible for UK Security Clearance and have pre-existing right to work and travel within the UK

Company

Part of the global tech giant NEC Corporation, providing software that supports emergency services, healthcare, and government public services.

What you will do

• Provide 1st line investigation, diagnosis, and resolution of basic hardware and software problems.
• Manage customer mailboxes and accurately log incidents and service requests in the ITSM tool.
• Categorize and prioritize tickets in accordance with customer contractual requirements and SLAs.
• Keep users informed of progress and ensure timely closure of resolved incidents.
• Maintain comprehensive documentation of support procedures and system processes.
• Operate within a 24/7 shift rotation (14 shifts every 28 days).

Requirements

• Previous experience in a 1st line support role or similar.
• Proficiency in Microsoft Office suite (Outlook, Excel).
• Eligibility for UK Security Clearance.
• Pre-existing right to work and travel within the UK.
• Strong communication, influencing, and customer service skills.
• Ability to make decisions and take ownership of issues.

Nice to have

• Understanding of the ITIL framework.

Culture & Benefits

• Private Medical Cover funded by the company.
• 25 days paid holiday with buy/sell options.
• Life assurance cover (4x basic salary).
• Group Pension Plan with employer contributions up to 8.5%.
• Free access to LinkedIn Learning.
• Employee assistance programme for personal and professional support.