Company: NEC Software Solutions
Location: London, United Kingdom (Hybrid – Home & Kennington Park Office)
Job Type: Full-time | Shift-based
Salary: Competitive
Reference: smartrecruiters-744000102106936
About the Role
NEC Software Solutions has an exciting opportunity for a Network Support Analyst to join its Service Desk team. This is a hybrid role, combining remote working with office-based support at the Kennington Park office in London.
You will work on a rota-based shift pattern, supporting critical public service systems and ensuring service level agreements (SLAs) are consistently met.
Working Hours
- 37.5 hours per week
- Day Shift: 7:00am – 7:00pm (Mon–Sun, rota)
- Night Shift: 7:00pm – 7:00am (Mon–Sun, rota)
- Overtime and on-call work available
Key Responsibilities
- Handle incoming calls, emails, and portal requests and log incidents via ServiceNow
- Monitor outstanding jobs and ensure timely resolution within SLAs
- Provide first-time fixes using in-house, third-party, and Metropolitan Police Service systems
- Diagnose, evaluate, and escalate technical issues where required
- Monitor the Airwave network using supplied toolsets
- Support event management tasks as requested by customers
- Manage high-severity and major incidents in line with procedures
- Initiate contingency plans during operational failures
- Conduct Insite CDR analysis and impact assessments
- Ensure all service desk incidents meet contractual standards
Skills & Experience
- Previous experience in a Service Desk or Support Analyst environment (preferred)
- Strong communication skills and ability to manage a high-volume workload
- Experience using ServiceNow (highly desirable)
- Knowledge of radio communication systems (advantageous)
- Comfortable working shift patterns and on-call
Benefits
- 25 days paid holiday (with buy/sell options – FTE)
- 4x basic salary life assurance (option to increase cover)
- Group Pension Plan
- Flexible benefits tailored to individual needs
Important Information
- Applicants must already have the right to work in the UK
- All offers are subject to:
- Satisfactory references
- Vetting and occupational health checks
- DBS check, where applicable
- NEC Software Solutions is an equal opportunities employer and welcomes applicants from all backgrounds
- Reasonable adjustments are available throughout the recruitment process
About NEC Software Solutions
NEC Software Solutions is part of NEC Corporation, a global technology leader. Our software supports essential public services, including healthcare, policing, transport, and social care—helping communities function safely and efficiently every day.
