Company Description

Our philosophy is to understand our customers’ business first before we get to the technology.
This approach leads to clever software; streamlining old processes, saving money and delivering positive change.

Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.

Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.
We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide – this brings in new opportunities without limits for growth and innovation.
 

Job Description

ROLE OVERVIEW:
To provide a high quality, proactive desktop support service to our client at London Borough of Bexley  Council as part of a customer focused Service Delivery team. Working to contracted SLAs and delivering best in class services to our customer. Responding to requests from the ICT Service Desk ensuring an efficient response and resolution. 

MAIN RESPONSIBILITIES:

Deliver 2nd Line Service Desk support (break/fix problems and service requests) effectively and in accordance with agreed service levels, standards and processes.
Provide PC, telephone and mobile support including hardware and software, configuration and maintenance.
Responding to requests from the ICT Service Desk ensuring an efficient response and resolution details.
Ensure that assigned ICT Service incidents are managed effectively and root cause problem analysis is undertaken where appropriate to reduce the number and severity of future operational incidents.
Continually work towards improving PC support, making and implementing effective changes to technology.
Provide systems support for client corporate systems.
Provide support/assistance for Network Infrastructure Management.
To assist in the development and implementation of new or upgraded systems.
Take the project lead role for some technical projects.
Keeping abreast of current trends in information technology including development and support tools and application software with an emphasis on the technical content.
Contribute to global standardisation and process development to maximise the efficiency and effectiveness of the IT delivery with NPS 
Identify and exploit opportunities for continuous improvement
Liaising with external providers and organisations, as necessary.
Attending meetings to give advice and guidance on ICT issues as required.
Attend home workers and other sites as required.
Undertaking any other ICT duties as may be allocated.
 

Qualifications

ESSENTIAL SKILLS:

Expertise in desktop, laptop, printer, and multiple mobile platforms.
Demonstrated ability to troubleshoot issues systematically, to document findings and summarize events in reports
Proficiency in or Knowledge of Microsoft technologies with proven experience e.g. Microsoft Office 365 and Windows 10
Ability to work on own initiative and as part of a team.
Excellent communication, interpersonal and analytical skills.
Effective organisational skills.
Ability to keep up to date with technological advances. 
Previous experience of working in a direct customer facing environment
Excellent communication skills; verbal and written
ITIL qualified or at ITIL Foundation and industry best practices

PERSONAL QUALITIES :

Ability to interact with people at all levels in a sensitive and effective way
Ability to adapt and to drive changing demands and conditions
Good attention to detail, testing and documentation
Ability to work in a team environment
Demonstrate commitment towards organisational objectives
Maintain effectiveness in the face of setbacks or pressure
Aptitude and commitment to progress within a dynamic and high growth organisation
Flexible, can-do attitude

Additional Information

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:

• 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 selection of flexible benefits to suit your individual needs 

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

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

All offers are subject to satisfactory vetting and reference checks. All roles as standard undertake a Disclosure Barring Service (DBS) check, some roles may require additional vetting such as NPPV/MOD.