Client Support  |  London, UK

Software Support Agent

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The Opportunity
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 on our suite of Intermodal logistics software.  In depth training on our software will be provided.

As a specialist in the intermodal transport industry, RAM Intermodal is currently supplying many of the top operators, lessors and traders as well as start-ups and smaller organisations, providing them with specialist software and excellent customer service. With a dedicated team of professionals, RAM Intermodal ensures that its products are at the forefront of technological innovation with the flexibility to meet the varied requirements of its customers.

The Role
We are recruiting for the position of Help Desk Analyst who will participate in the day to day duties of the RAM Intermodal helpdesk analyst, responding to queries from live users of the software.  Assistance will be in the form of 1st line support, e.g. ‘How do I?’ questions.  and 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 large proportion of this job requires communicating with customers via email or on the telephone, working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and a high level of written communication. A successful candidate must be able to deal with customers in a friendly yet professional manner.

MRI can provide a wealth of opportunities and career progression may lead you into product development route, or implementation consultancy, delivering advice to our growing customer list.


To provide assistance and support by handling 1st Line support cases. 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 a more senior helpdesk analyst 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.

Carry out software testing and quality assurance, liaising closely with the development team to manage software changes and ensure that correct functionality is delivered.


We’re looking for recent graduates, or those who are still studying and looking for their first job, who have or expect to get a good degree result. The degree should be in an analytical subject with transferrable skills. Those with relevant work experience or experience with the RAM Intermodal Logistics software will also be considered.

Good problem solving and excellent interpersonal skills providing the ability to interact with Developers, Consultants, IT Managers and Network Administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy are essential

On the technical side
Good computer skills, knowledge of Microsoft products in a networked environment and database skills are beneficial for this role.

An awareness of mobile devices, for example Apple, Android would be very beneficial.

An interest of Windows Server, Citrix, database management, report writing (e.g. SSRS, Crystal Reports) would also be an advantage.

Company Overview

MRI Intermodal Software is a leading solutions provider to international tank container operators, container leasing organisations and intermodal equipment traders. As a specialist in the intermodal industry, MRI is currently supplying software to many of the top twenty operators, lessors and traders as well as start ups and smaller organisations, providing them with function rich software and excellent customer service.

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