We are looking to recruit those with relevant work experience or recent graduates who wish to take their first steps in an IT career. The opportunity is in the MRI Customer Services team based in the City of London that provides help desk services around our RAM Fixed Asset Accounting software. In depth training on our software will be provided.
We are recruiting for the position of Help Desk Analyst who will participate in the day to day duties of the RAM help desk as an analyst, responding to queries from customers who are live users of the software. Assistance will largely be in the form of 1st line support, e.g. ‘How do I?’ questions. There will also be a requirement to handle some 2nd line support, e.g. trouble shooting connectivity issues or the need to identify issues that need to be reported to 3rd line support.
A proportion of this job requires talking to customers on the telephone working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and must be able to deal with customers in a friendly yet professional manner.
MRI can provide a wealth of opportunities and over time career progression may take you down the product development route, or the implementation consultancy route delivering advice to our growing customer list.
To provide assistance and support by handling 1st Line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
Identify calls that need to be routed to 2nd/3rd Line support or customer training requirements and assign these as necessary.
Identify calls that need to be escalated to the Help Desk Team Leader or Manager and ensure that this escalation takes place in a timely manner.
Ensure that all work is carried out and recorded in accordance with the Help Desk standards and procedures. This will include ensuring the calls are logged and tracked accurately in Salesforce, the Help Desk tracking system. This will require attention to detail and a methodical approach.
Participate in department reviews, looking for process improvement, spotting trends and help to identify communication needs both internally and externally.
Keep up to date with the application functionality and deployment methods.