Company Description
Come join us and make a difference in the world!
Discover more at www.necsws.com
Job Description
We have an excellent opportunity for a Hybrid Support Analyst, you would be working part of the time from home and part from our Kennington Park office in London.
You will be working on a shift basis:
37.5 hours per week, 7am-7pm Mon – Sun Day Shift on Rota
7 pm -7am Mon -Sun night shift on Rota
There will also be overtime and on-call.
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
Qualifications
Previous experience in a Service Desk Environment is Essential
Strong and confident communication skills and the ability to manage a busy and demanding workload
Experience of Service Now would be a huge advantage, as would Radio Communication knowledge
You must be comfortable with shift work and working on-call
Additional Information
- 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 (FTE)
- 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
- A Group Pension Plan
- A selection of flexible benefits to suit your individual needs
- All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
Top Skills
What We Do
Innovation when it matters most. We build software and services that help keep people safer, healthier, and better connected worldwide. Our customers are national governments and international health bodies. They’re also police forces, emergency services, local authorities, and housing providers, all working to prevent harm and provide the right support. Our software and services get them great outcomes
