ServiceDeskAnalyst

Come join us and make a difference in the world! Discover more at [www.necsws.com](http://www.necsws.com/) This role is based from our Hartlepool office. This will be covering core shifts which are Monday to Friday between 8am- 4.30pm/8:30am-5pm. You will have 1st line experience in proving IT service for users in the following: * Demonstrate excellent customer service and influencing skills across various mediums. * Knowledge of using Microsoft office suite (i.e. Outlook / Excel ) * Flexibility in approach * Self Motivated * Ability to make decisions and take ownership * Strong communication skills * Excellent attention to detail * Ability to follow instructions * Experiencing of working in a first line role and a understanding of ITIL is desirable but not required. Role involves: * To recognise the importance of good timekeeping, which ensures punctual login to the phone system and aids call management in line with service SLAs * To manage the customer mailboxes and ensure timely logging of emails in ITSM Tool. * To accurately log all relevant incident/service request and request for change details in accordance with service specific documented procedures. * To allocate categorisation and prioritisation levels in accordance with customer contractual requirements * To provide first line investigation and diagnosis where applicable ensuring that IT issues & faults reported to the appropriate teams and are resolved in the shortest possible time, meeting the organisations service level targets, and minimizing the disruption to critical system. * Resolve basic hardware / software problems. * To collect and record accurate information (use Quick Solutions where in place) to aid the second line team to progress any calls transferred to their Group * To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc * To keep users informed of progress (especially post SLA breach) * To accurately clos