Service Desk Analyst

Come join us and make a difference in the world!

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Discover more at www.necsws.com

*This role can be based split between home and the Hemel Hempstead office*

NEC Software solutions develop software to ensure that National Screening for Adult and Newborn programmes can run efficient services. NECSWS therefore must provide a world class service in support to ensure that the screening of each citizen is met in a timely manner and that the software is robust to cover the screening programmes needs and ensuring that clinical governance is at the forefront of our delivery.

The role of Service Desk/Support Consultant is home-based; however, travel may be required throughout the United Kingdom to liaise with customers as required to suit the needs and demands of the products, and to the Hemel Hempstead office to attend team meetings and other in-person events.

The role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance.

As a Support Consultant, you will contribute to a team-wide process of continual improvement for NEC Software Solutions and in return you will be rewarded with a structured career path.

This role will be working as a Support Consultant within the Service Delivery team, where you will:

• Be first point of contact for High-Priority technical, system and application issues.
• Work directly as part of the support team to ensure that all problems are resolved, solutions are clearly documented and issues that need additional focus are escalated urgently, especially when it will impact SLA timeline.
• Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.
• Provide remote support to customer sites for the configuration of NEC's application software on servers, networked clients, and standalone machines (which include links to digital cameras)
• Keep up-to-date with technical requirements of in-house software applications.
• Create and manage technical & application setup documentation for internal and external users.
• Provide hands-on technical support to internal and external users
• Demonstrate a very high level of customer service and have experience working within an application support environment.
• The ability to develop and maintain effective business relationships, and quickly gain the respect of customers
• Have excellent verbal and written communication skills, with the ability to listen, understand and present clear solutions to problems at a level appropriate to the customer’s knowledge and experience.
• The ability to multi-task, assess and prioritise work based on urgency.

Qualifications

Essential

• Ability to use the Microsoft Office product suite.
• Experience with Data Entry
• Excellent interpersonal, communication and organisational skills.
• Ability to work as part of a team or independently using own initiative.
• Structured & proactive approach with an attention to detail.
• Good numeracy and written communication skills.
• Ability to learn new skills quickly
• Strong willingness to contribute, participate, add value and be part of a team.
• An enthusiasm for the use of technology in improving healthcare.

Desirable

• High standard of incident and problem management and experience with ITIL processes.
• Microsoft Windows Server experience.
• Active Directory administration experience.
• Working knowledge of IIS.
• Working knowledge of Windows operating systems.
• Good knowledge of Microsoft Office products.
• Basic experience writing SQL queries.
• Experience of working for/with the public sector.
• Knowledge of network architectures.

Person specification

• Ability to stay calm under pressure.
• Able to establish credibility with customers.
• Can act with limited supervision within own area of responsibility.
• Have a meticulous eye for detail.
• Ability to document work in a clear and concise manner.
• Able to build working relationships with third party suppliers and NHS Organisations.
• Capable of communicating with technical and non-technical staff to translate customer requirements and issues.
• Willing to challenge and improve existing processes and practices.
• Proactive and forward thinking to stop problems occurring.
• Capability to multi-task and balance customer requirements and internal priorities.
• Excellent oral and written communication skills.

Additional information

• Employees of NEC are entitled to the following Company funded benefits:
• Single Private Medical Cover (with the option to select family cover at an additional cost)
• 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days
• 4 x basic salary life assurance cover
• A Group Pension Plan with fantastic employer contributions
• A selection of tax efficient flexible benefits to suit your individual needs
• The role offers a competitive salary.

OTHER INFORMATION

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.