IT Helpdesk Coordinator

The Service Desk Team Leader (24x7) is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day Service Desk and Incident Management process activities are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and customers and is targeted with supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Service Delivery Manager – Service Desk, the successful candidate will be responsible for delivering IT Service Desk and Incident Management to NEC and our customers. The role will have direct line management responsibility as well as functional management responsibility for a wider team based in Hartlepool, Chippenham and India. The role is wide-ranging and takes ownership of the delivery of the Service Desk and Incident Management (excluding Major Incident Management) processes within NEC. The successful candidate will show leadership qualities, ability to problem solve with their teams and work collaboratively with key business stakeholders. The role is responsible for delivering of Services aligned to the ITIL framework and maintaining compliance with ISO20000.

The role is Mon-Fri 09:00-17:30 and is hybrid office based in either Chippenham
Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.


Incident Management excluding Major Incident Management
Service Desk function
Input into the measurement, monitoring and review of performance of the team and processes using KPIs and CSFs
Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
Work very closely with other process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders
Reviewing and verifying that all documentation is moderated and accurately updated in accordance with document management requirements
Assist with the implementation of new services within CST, ensuring the teams are prepared for service take-on.
Awareness of the business priorities, objectives and drivers to implement continual service improvement strategies
An ability to balance and plan the short-term and long-term actions of the team.
Awareness of best practices for service management.
An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.
Demonstrable Service Desk and Incident Management Experience
Stakeholder Management
Resource Management
Possess good customer service skills and an ability to innovate
Good verbal communication and business writing
Working knowledge and experience of the ISO 20000 Service Management Standard
ITIL v3 Foundation
ITIL v3 Intermediate Qualification
ITIL v4 Foundation
ITIL v4 Intermediate Qualification


We are proud of the benefits we offer employees of NEC Software Solutions
~ Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
~25 days paid holiday with the option to buy/ sell
~4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
~ A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
~ A fantastic selection of flexible benefits to suit your individual needs
~ We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
~ Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. 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. We’d love your help. And we’ll support you all the way.