Annual salary: up to £28,574.18
Service Desk Analyst
2nd Line Support
Exeter - Permanent – Full Time, Hybrid (Flexible working hours for the right candidate)
£28,574.18 plus great company benefits
Mears has made progress in transforming and developing our IT web-based solutions for a range of high-profile contracts and new way of workings. However, we recognise that there is much more we need to do and there is further progress to be made in terms of our capability to integrate, design, deliver and manage IT solutions for us as an organisation and to provide specialist support for our clients.
About the role:
Reporting to the Service Desk Manager, you will provide technical application support to all users of Mears departmental systems. Working within a busy applications team, you will support our 1st line teams as well as serve as an escalated point of contact for all technical enquiries. You will provide assistance over the phone or via ServiceNow where you will ensure all enquires are logged and managed to a satisfactory conclusion. You will perform remote troubleshooting through diagnostic techniques and asking pertinent questions to determine the best solution.
Key responsibilities within this role are as stated but not limited to below.
- Providing a high level of customer service to our end users and clients
- Monitoring, escalating and proactively reviewing the service desk call stack at all times, ensuring SLAs are still intact
- Creating Knowledge Base articles for our In-House applications
- Resolving incidents and Tasks within our agreed SLAs
- To support 1st and 3rd Line when the teams require it
- To assist the team lead in producing KPI/SLA reports when required
- In-house application System Setup, Configuration, data analysis and Error Investigation
- Basic Integration (internal and external) monitoring and diagnostics
- Data Uploads (e.g. FM contract setups, address uploads etc)
Role Criteria:
-
Essential - High level of competence and understanding of applications & SQL
-
Demonstratable experience in a similar position or application support based role
-
Good analytical mindset to understand, interpret and diagnose complex data issues
-
Confident communicator with excellent customer service, telephone etiquette, and interpersonal skills
-
Strong troubleshooting and decision-making skills
-
Excellent organisational and time management skills with an ability to meet deadlines, targets and commitments
-
Knowledge, and understanding of business needs in order to establish and maintain a high level of customer trust and confidence in the IT organization
-
Ability to demonstrate and maintain a high level of initiative, motivation, and drive
-
Flexible, adaptable approach to your work, as well as being able to multitask
The Benefits
-
£28,574 salary (flexibility around working hours for the right candidate)
-
25 days annual leave + bank holidays
-
Flexible working
-
Pension Scheme
-
Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
-
Employee Assistance Programme
-
Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work! Previous years include Alton Towers, Drayton Manor etc.
-
Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
-
Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.
If you feel you have skills needed, please apply below via the link. If you have any further questions, please contact Jess on Jessica.lewis@mearsgroup.co.uk
quoting the job reference number.
Mears Group is a Disability confident employer and recognises our people as our greatest asset, we hire individuality, recognising and valuing everyone is individual and ensuring equal access to opportunities for all regardless of social economic background or individual make up.
