Key skills
ITSMChange ManagementCommunication
About this role
Role Overview
- Investigating, triaging, and resolving incidents, taking ownership through to closure.
- Providing technical support directly to customers.
- Liaising with NEC 3rd-line development teams and 3rd-party suppliers where required.
- Working with NEC Client Services Managers (CSMs) to ensure clear communication, professional service delivery, and alignment with expectations.
- Executing technical Changes (RFCs) in line with NEC’s Change Management process.
- Following Problem Management and Change Management processes when investigating issues or completing actions assigned to the consultant.
- Performing software updates, upgrades, and general system maintenance either remotely or on customer sites.
- Creating, reviewing, and updating engineering and operational documentation (work instructions, technical guides, procedures).
- Monitoring and managing incident and service request queue in accordance with ISO20000-1 processes and ITIL-aligned practices.
- Capturing accurate information and maintaining detailed case notes in the IT Service Management (ITSM) tool, ensuring all actions are recorded and customers and NEC Client Services Managers (CSMs) remain fully informed throughout the incident lifecycle.
- You may be required to participate in an on-call rota to support critical or out-of-hours incidents depending on business or customer requirements.
- Logging tickets with approved third-party suppliers and managing ongoing updates through to resolution.
- Completing weekly timesheets and all mandatory NEC training.
- Adhering to NEC corporate policies, standards, and ITIL-aligned processes.
- Delivering excellent customer service at all times.
Requirements
- Experience supporting Microsoft Windows desktop and/or server environments.
- Experience in technical support or service delivery roles.
- Understanding of ITIL-aligned Incident Management.
- Strong troubleshooting and analytical skills.
- Excellent communication skills with the ability to work effectively with customers.
Tech Stack
- ITSM
Benefits
- 25 days paid holiday
- 4 x basic salary life assurance cover
- A Group Pension Plan with fantastic employer contributions
- A selection of tax efficient flexible benefits to suit your individual needs