Service Desk Analyst

Job summary

Are you passionate about embodying NECS's core values of Honesty & Integrity, Dignity and Respect, Professionalism, High Standards & Performance, and a Happy and Fulfilling work environment while providing exceptional customer service? As an experienced IT support professional, the NECS ICT Service Desk is looking to recruit a dedicated Service Desk Analyst who aligns with our organisational values to cater to the needs of our growing customer base.

At NECS, we take pride in fostering a work culture that is built on a foundation of strong values. As a Service Desk Analyst, you will have the unique opportunity to work in shifts between 07:00 and 20:30 from Monday to Friday, contributing to our 3-star SDI accredited service desk while upholding our core organisational values.

Joining a highly skilled Service Desk team, you'll be responsible for providing first-line support to our valued customers, addressing incident reports and service requests through various channels like telephone, email, and our self-service portal, all while utilising remote assistance.

Main duties of the job

Responsible for supporting the provision of a high quality, efficient and customer focused ICT support service to a broad range of customer groups.

To provide cover in other service support areas within the department as appropriate.

Support change management process and procedures as required.

Support the development and use of the IT service knowledge base.

Support the creation, maintenance and update of ICT user guides.

Support the achievement of KPIs as defined in service level agreements.

Adhere to all relevant internal service management processes and procedures.

Take ownership of user service requirements and be pro-active when dealing with user requirements, providing an informative and knowledgeable response.

Ensure, friendly, courteous and effective communication with customers to ensure their needs are addressed in a professional manner.

Maintain and support improvement of overall customer satisfaction.

Capacity to understand complex facts or situations requiring analysis and interpretation with the ability to investigate and resolve complex IT technical issues, where there are a number of options available using established techniques and available resources.

Propose policy or service changes which impact beyond own area such as any expertise in a particular area of IT support gained from previous experience or any current study areas.

Installs appropriate hardware and software ensuring adherence to IT Services policies and procedures.

About us

Your role as a Service Desk Analyst will not only involve technical expertise but will also require you to embrace and promote NECS's organisational values:

Honesty & Integrity: Demonstrating honesty and integrity in all interactions, ensuring trust and transparency with our customers and colleagues.

Dignity & Respect: Treating all individuals with dignity and respect, valuing diversity, and fostering an inclusive and supportive work environment.

Professionalism: Upholding the highest standards of professionalism in your conduct, communication, and problem-solving approach.

High Standards & Performance: Striving for excellence in service delivery, consistently meeting and exceeding performance expectations.

Happy & Fulfilling: Contributing to a positive and enjoyable work atmosphere, promoting employee well-being and job satisfaction.

As you log incidents, handle service requests, and provide initial technical support, your commitment to NECS's organisational values will shine through, creating a positive and supportive experience for our customers

If you are eager to contribute your expertise and align with NECS's core values of Honesty & Integrity, Dignity and Respect, Professionalism, High Standards & Performance, and a Happy and Fulfilling work environment, we look forward to receiving your application. Together, let's continue to uphold these values and provide outstanding service to our valued customers, while fostering a positive and fulfilling workplace for all team members.