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IT Support Specialist – First Line (Hartlepool)
Company Description
Come join us and make a difference in the world!
👉 Discover more at www.necsws.com
Role Overview
This role is based at our Hartlepool office, covering core shifts:
- Monday to Friday
- 8:00am – 4:30pm or 8:30am – 5:00pm
You will bring first-line IT service excellence to users across various mediums, with a focus on proactive troubleshooting, problem-solving, and process improvement.
Key Responsibilities
Core Duties
-
Customer & Service Management
- Deliver outstanding customer service across multiple mediums (phone, email, in-person).
- Ensure good timekeeping, including punctual login to the phone system to meet call management SLA targets.
-
IT Service & Feature Management
- Manage customer mailboxes and ensure timely logging of emails in the ITSM [Intern Service Management] tool.
- Accurately log and categorise incidents, service requests, and changes according to documented procedures.
- Prioritise and allocateticket levels based on contractual requirements (meeting deadlines and SLAs).
- Provide first-line investigation and diagnosis for reported issues, escalating problems to appropriate teams for resolution in the shortest possible time frame.
- Resolve basic hardware/software issues, including password resets and account reactivations/deactivations ("First-Line-Fix" tasks).
- Minimise disruption during system interruptions; inform users promptly (especially after SLA breaches).
-
Documentation & Follow-Up
- Accurately document and close resolved incidents and requests using appropriate closure codes (with extra focus on month-end processes).
- Collaborate with second-line teams by handing over issues with full details and context.
- Reflect on customer feedback through call closure surveys to identify improvements.
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- Training & Preventative Maintenance
- Participate and complete role-specific training.
- Assist in preventative maintenance for all IT contracts.
- Contribute to the review and enhancement of system documentation and support processes.
Requirements
Experience & Technical Skills
- First-line IT support experience (desirable, but not mandatory).
- Basic but understanding of ITIL principles (helpful, though not a strict requisite).
- Skilled in the use of the Microsoft Office Suite (Word, Outlook, Excel).
- Effective time management and ability to prioritise tasks efficiently.
- Self-motivation, independence, and the ability to make decisions while ensuring accountability.
Attributes
- Exceptional customer service & influencing skills.
- Strong communication (written and verbal) to engage with diverse stakeholders.
- Detail-oriented, ensuring accuracy in logging, reporting, and follow-ups.
- Problem-solving mindset that drives quick, efficient resolutions.
- Resourcefulness with flexibility in adapting to different scenarios.
Compliance & Legal
- Must have a pre-existing right to work in the UK and be capable of relocating/travelling as necessary.
- UK Security Clearance eligibility is mandatory.
- Must submit disclosure documentation (DBS/caDBS if required).
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Why Join NEC Software Solutions?
Work-Life Balance
- 25 days paid annual leave (with the option to buy/sell additional days).
Rewards & Support
- Private Medical Insurance (fully funded by NEC, with added options for family members).
- 4x life assurance valued at your basic salary (increase coverage at optional cost).
- Excellent group pension plan with employer contributions up to 8.5%.
- Flexible benefits tailored to your personal needs.
Development & Inclusion
- Unlimited access to LinkedIn Learning (15,000+ courses on any topic).
- Valuable Employee Assistance Programme (for general wellbeing support).
- Acts as a family-friendly and equal-opportunity employer, accommodating reasonable adjustments during recruitment or interviews.
Join Us
We’re NEC Software Solutions, a division of global tech giant NEC Corporation—delivering software solutions that dispatch ambulances, support healthcare, enhance logistics, and ensure public service efficiency.
Your work here could mean helping make lives safer, officials more responsive, and services faster. Your skills will help push boundaries in technology, improving societal impact.
Ready to be part of transforming public services and lives?
🔹 Bursar (Financial Support Dispatch) 🔹 NHS/Care Establishments (Patient Care Excellence) 🔹 Emergency Services (Response Coordination) 🔹 Local Housing & Governments (Streamlined Operations)
Together, we make a world of difference.
🏆 "Join a team that transforms—we’ll support you all the way."
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