Customer Service Apprentice

2 days ago

Hartlepool, United Kingdom NECSWS Full time

Company Description
- NEC Software Solutions is headquartered in the UK and operates around the world.
- We employ more than 3,000 people in six countries, building software and services to get our customers better outcomes.
- We traded as Northgate Public Services until 1 July 2021 when we rebranded to align with our owners, NEC. Most of our subsidiary companies did too (APD Communications, i2N, EMIS Care and Charter Systems) but our service design agency still trades as Snook.
- We’ve been part of global tech company NEC Corporation since January 2018.

Find out more about our business on the Corporate Responsibility and Performance pages.

**Job Description**:
The service desk analyst provides a point of communication to the users and a point of coordination for several IT groups and processes
Objective: To restore “normal service” to the users as quickly as possible

Main Responsibilities
- 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 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
- 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 close (using closure codes), all resolved incidents, requests and other calls in a timely manner, especially at month end
- To reflect on customer feedback through customer call closure surveys
- To contribute to team meetings
- To undertake all required training for the role

**Qualifications**:

- GCSE in English and Maths at Grade C/4 or above
- High attention to detail with problem solving skills.
- Enthusiastic with ambition, strong work ethic and can work well in a team environment.
- Open to new ideas with the willingness to learn.
- Excellent communications skills with the ability to confidentially communicate with all levels of colleagues.
- Excellent telephone skills
- Good keyboard skills
- Microsoft Excel and Word
- Customer Service and Focus
- Listening and Verbal Communication
- Building Relationships and People Skills
- Organisational skills to schedule daily/monthly workload
- Problem Solving and Multi-tasking

Additional Information

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

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