Key role responsibilities:
- Answer all incoming calls via Phone, portal and emails and log them onto Service Now platform to ensure that the service level agreements are met.
- Constantly monitor outstanding job stack and ensure all jobs are progressed in a timely manner and within SLA
- To first time fix an issue within the agreed SLA, using our in-house systems, Third Party and the Metropolitan Police Service systems.
- Evaluate problems effectively and escalate calls to engineers, third parties, suppliers, Customers and Duty Managers.
- Undertake monitoring of Airwave network using supplied toolsets
- Undertake Event management duties as requested by the customer
- Manage any high severity or Major incidents in accordance with relevant process and procedures
- Initiate contingency plans in the event of any operational failure.
- Undertake Insite CDR analysis and Impact Assessment
- Ensure all Service desk incidents are handled in accordance with the contractual agreement
Experience & SKills:
- 1st line experience in proving IT service for users in the following:
- Demonstrate excellent customer service and influencing skills across various mediums.
- Knowledge of using microsoft office suite (i.e. Outlook / Excel )
- Flexibility in approach
- Self Motivated
- Ability to make decisions and take ownership
- Strong communication skills
- Excellent attention to detail
- ITIL certification is an advantage
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
- 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 your individual needs
OTHER INFORMATION
- Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
- All offers are subject to satisfactory vetting, references and occupational health checks.
- 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. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
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.
