Service Desk Expert

1 month ago


Huntingdon, Cambridgeshire, United Kingdom NEC Software Solutions Full time

Key Responsibilities

As a Service Desk Consultant, you will be responsible for analysing and resolving customer queries and issues in a timely and efficient manner.

Core Duties

  • Provide high-quality customer assistance and guidance on all issues, adhering to the Support Code of Practice and Maintenance contracts.
  • Effectively manage assigned incidents, ensuring they are resolved in accordance with Support processes and procedures.
  • Keep customer information systems (Jira Service Desk) up-to-date with all incidents and relevant customer contact activity.
  • Promote knowledge sharing among team members, highlighting key trends and new issues, and providing assistance as needed.
  • Contribute to the development of the knowledgebase, ensuring gathered information is relevant and informative.

Qualifications and Skills

To be successful in this role, you will need:

  • Strong software application support skills.
  • A good general understanding of Information Technology principles.
  • Working knowledge of SQL (PL/SQL preferred).
  • Familiarity with Oracle systems, with training provided on specific systems being used.
  • Ability to prioritise and manage work in a customer-focused environment, adhering to stringent SLA's.
  • Excellent communication skills, particularly when interacting with customer representatives in writing and verbally.
  • Ability to adapt and follow standard procedures.
  • A solid understanding of ITIL principles and their application in a working environment.

Additional Information

We offer a range of benefits to our employees, including:

  • 25 days paid holiday, with the option to buy/sell.
  • 4 x basic salary life assurance cover (with the option to increase cover at an additional cost).
  • A Group Pension Plan.
  • A selection of flexible benefits to suit individual needs.

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

All offers are subject to satisfactory vetting and reference checks.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.



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