The NEC Group is the UK’s leading live events business operating in exhibitions, conferences, music, sports, family entertainment and hospitality. We Bring Live to Life, creating destinations of the future, helping customers make every moment count. From world leaders, rock and pop loyalty, to hosting some of the globe’s most well known brands, the UK’s leading venue management business the NEC Group, welcomes millions of people through the doors of five of the UK’s most iconic venues.
We have an exciting opportunity to join our team as an IT support Analyst at The NEC.
Primary purpose of the role:
Responsible for full ownership of all incidents and requests. This includes the initial logging and recovery of these records within SLA and to the satisfaction of the Customer, together with administrative duties as required. To provide a timely and accurate response to customer service requests and to deliver a high quality service in line with the overall aims and objectives of IT Services.
Key Responsbilites:
1. Log all relevant incidents/requests from all sources (phone calls, email and desk visits), classify, categorise and prioritise them
2. Provide first-line investigation and diagnosis
3. Aim for first-time-fix incidents where possible and escalate incidents/requests that cannot be resolved within agreed timescales
4. Resolution of assigned incidents in relation to all aspects of support including: the Network / Infrastructure, servers / OS,
5. Desktop & Peripherals, and Applications, restoring normal service as quickly as possible, within agreed protocols and to the satisfaction of the Customer
6. Create and maintain technical documentation used within the team to support the IT services
7. Escalation and management of incidents to 3rd party suppliers, ensuring delivery to SLA.
8. Own, monitor and track all incidents and requests, together with customer updates
9. To provide both ‘on-site’ and ‘remote’ support, as specified by the shift rota in response to customer requirements
10. Carry out trend analysis to identify reoccurring or multiple incidents that point towards an underlying problem
11. Carry out project oriented tasks for services as required
12. Own the communication channel during Major Incidents
13. To adopt ITIL Best practice as part of day to day activities
14. Please note the nature/requirements of this role may require weekend working.
Skills and Experience:
15. Proven experience within an ITIL Service Desk or Support environment
16. Excellent communication (written and oral), listening and customer service skills are essential
17. Ability to discover the full symptoms of the incident, determine exactly what has gone wrong and how to correct it
18. Ability to meet end user requirements and provide high quality customer service
19. A minimum level of diagnostic and troubleshooting is expected within a PC/Laptop, Microsoft Windows, Microsoft Office, mainstream software environment
20. Ability to take ownership of incidents, working on own initiative to resolve or escalate accordingly, keeping the customer informed at agreed stages
21. ITIL v4 Foundation Certification advantageous
22. Aptitude for learning technology quickly and with minimal instruction.
23. Ability to work both independently as well as part of a team environment.
24. Ability to follow direction and meet deadlines as required.
25. Follow set strict procedures within the Service Desk functions to provide complete service
Benefits
26. 25 days annual leave rising to 26 after one year plus all UK bank holidays
27. Free onsite parking
28. Free lunch when office based
29. Potential home working options for part of the week
30. Pension matching up to 7%
31. We will provide you with a Life Assurance cover if you are actively contributing to the NEC group personal pension plan and have joined at the first opportunity or within 12 months of becoming first eligible
32. Private Medical Insurance funded by the company
33. Great Learning and Development
34. Employee Assistance Programme
35. Dental, Cash Health and Holiday Buy flexible option
36. Exclusive Discounts and many more great benefits
More About Our Venues
Utilita Arena Birmingham, based in Birmingham City Centre, is one of the busiest, largescale indoor sporting and entertainment venues in the world and accommodates everything from music, sport and comedy to family entertainment and live theatre. Each year, the venue hosts over 90 events and welcomes half a million visitors through its doors. The Resorts World Arena is the UK’s largest fully integrated destination leisure and entertainment complex. The Arena hosts over 100 shows per year, welcoming over 700,000 people through its doors.
The NEC Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. We do not discriminate against any employee or applicant for employment because of race, colour, age, religion, gender, sexual orientation or preference, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. NEC Group is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm, you will find a home within the NEC Group.
Should you require further assistance or require any reasonable adjustments be put in place to better support your application process, please do not hesitate to raise this with us
Disclaimer: due to high volume of applications we receive, we reserve the right to close a vacancy earlier than the advertised date.