Client Support  |  Fareham, UK

Graduate Support Agent

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Description

We are looking to recruit a Managed Services 1st line analyst to join the team and be part of an exciting period in the company’s history.  The position has become available due to an internal promotion and are we are looking to have a replacement with a new graduate who has an aptitude for working within IT service management and have the motivation to learn and grow within the team.
The job will be providing 1st line technical support to our Managed Service customers delivering excellent customer service and a high-quality support., The position will be a combination of home and office-based working with easy access via local transport routes and public transport.
Reporting into the Team Leader you will be working with an experienced, friendly, motivated team with fantastic company benefits and be responsible to undertake analysis, diagnosis and resolution of customer issues to SLA’s. 

Responsibilities

·       Taking phone calls promptly with strong attention to detail creating tickets around this information.
·       Opening tickets in ticketing systems, making sure that 1st response is appropriately done along with 1st line triage.
·       If necessary, you will request external support, e.g., from software or hardware manufacturers.
·       If necessary, you will request third party support, e.g., from customers.
·       Good understanding of Incident, Service Request and Problem tickets
·       Liaising with clients throughout the lifecycle of the service ticket.
·       Prioritise and manage multiple tickets.
·       Ensure that any technical issues on a ticket are escalated efficiently.

Requirements

·       Willingness to try new things to influence and embed change.
·       Strong communication skills (both written and verbal) with the ability to establish long lasting rapport.
·       Good problem solving and trouble shooting skills.
·       Excellent time management, organisational skills, attention to detail and the ability to work to deadlines.
·       Results driven.
·       Reliable and punctual.
·       Proactive.
·       Positive attitude – always acting calmly and positive.
·       Demonstrate initiative.
·       Professional attitude.

Knowledge and Skills required
·       An understanding of Window Servers 2008 onwards
·       Knowledge of Active Directory and Microsoft Exchange and Office 365
·       Basic Networking skills

Company Overview

MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business.  Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modelling and analytics for the global commercial and residential markets.  With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Sydney, South Africa, New Zealand, Canada, India, and Ireland with over 1800 team members to support our clients and their unique needs!
MRI is proud to be an Equal Employment Opportunity employer.

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17000+

clients

10m

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2.3m

leases

140+

partners

170+

countries