Service Desk Analyst
Core
Provide first-line IT support and preventative maintenance for NEC Software Solutions' 3,000+ employees across various public service contracts.
Role type
First-line Service Desk Analyst
Builds
IT support services for internal employees and external public sector clients
Domain
IT Operations / Public Sector
Deliverable
client delivery
Required skills
First-line IT support, incident management, ITSM tool usage, hardware/software troubleshooting, customer service, Microsoft Office (Outlook/Excel), timekeeping, documentation
Preferred skills
ITIL understanding, 1st line role experience
Responsibilities
Manage customer mailboxes and log emails in ITSM Tool, log incidents/service requests and change details, allocate categorization and prioritization levels, provide first-line investigation and diagnosis, resolve basic hardware/software problems, collect information for second-line teams, resolve first-line-fix incidents (password resets, account management), keep users informed of progress, close resolved incidents using closure codes, reflect on customer feedback, contribute to team meetings, undertake required training, provide preventative maintenance, maintain procedure documentation
Seniority
Individual Contributor, Entry to Mid-level
