Service Desk Analyst

Location: Hartlepool, United Kingdom. Candidates must have a pre-existing right to work and travel within the UK; documentary evidence is required.

Company

NEC Software Solutions develops software supporting public services including healthcare, emergency response, transport, policing, housing, and local authorities.

What you will do

• Provide first-line, level 1 IT service desk support to internal and external customers.
• Manage customer mailboxes and accurately log incidents, service requests, and change requests in the ITSM tool.
• Investigate and diagnose basic hardware and software issues, resolving first-line fixes such as password resets and account reactivations.
• Categorize, prioritize, escalate, and close support calls in line with customer requirements and service-level targets.
• Keep users informed of progress and collect accurate information for second-line support teams.
• Maintain procedures and system documentation, contribute to team meetings, and complete required training.

Requirements

• Experience in a first-line IT service desk or IT support role.
• Excellent customer service, communication, influencing, and decision-making skills.
• Knowledge of Microsoft Office, including Outlook and Excel.
• Self-motivated, flexible, detail-oriented, and able to follow instructions and take ownership.
• Understanding of ITIL is desirable but not required.
• Pre-existing UK right to work and travel is required.

Culture & Benefits

• Private medical cover funded for employees, with optional family coverage.
• 25 days of paid holiday with the option to buy or sell days.
• Life assurance of four times basic salary, funded by NEC.
• Group pension plan with employer contributions of up to 8.5%.
• Flexible benefits and an employee assistance programme.
• Offers are subject to satisfactory vetting and reference checks; a DBS check may be required depending on the role.