Service Desk Support
2 weeks ago
The opportunity:
Meganexus has led rehabilitation ICT for Justice, Healthcare and Employability for over a decade. Our platform provides educational and through-the-gate services to every prison in England & Wales, as well as third-sector charities and large and small private sector organisations.
We place the service user at the heart of the digital solution. We understand that for many individuals on a journey to social inclusion, there are often many pathways undertaken at the same time, therefore we create the ability to enable positive social outcomes for some of the most vulnerable people in society, and the digital solutions needed for those tasked with their care. The work we undertake has a genuine, tangible impact on many people’s lives.
We are seeking a member of the service desk team to focus on delivery, maintenance and continuous improvement off online and face-to-face supporting services. This role will allow an undergraduate/graduate (or equivalently experienced individual) wanting an opportunity to build experience in IT Service Desk Support.
You will work closely across development, delivery, sales and management teams.
You will be a critical member of the team and encouraged to bring ideas for support and process Improvements across the company.
We are a tight-knit and supportive team looking for someone passionate about technology and keen to provide excellent support as part of the Service Desk group.
Meganexus is an equal opportunities employer and in line with our equal opportunities policy found on our website.
Job Overview:
Your main day-to-day responsibilities will be in providing 1st line support to existing and new customers, both external and internal and contributing to continuous learning and improvement of the service. You will work directly with the Head of Service Desk.
Key activities Include.
· 1st line support for customers
· Escalation to 2nd & 3rd line support, Implementation Success Managers for issues requiring development where required.
· Telephone and ticket support in line with Service Level Agreements.
· Ensuring Incidents and Requests are accurately identified, categorised, prioritised, diagnosed and managed for Service Desk Service Management.
· Delivering clear communications of Incidents and Service Request updates.
· Actively promoting the Service Desk in all forms of customer interaction and communication.
· Complying with relevant security, privacy and data protection standards.
· Managing ad hoc tasks that arise within the service desk team.
There will also be opportunity (with appropriate support and training) to:
· Contribute towards and maintaining the Meganexus knowledge base for documented processes and incident resolutions.
· Providing training
· S Developing root cause analysis of incidents.
This role is suitable for an individual who wants to learn and grow skills in a within in a medium sized business focused on customer satisfaction, successful delivery, and support.
The Successful Candidate will have:
· Familiarity with application support and delivery
· Understanding of a Support and Service Desk role
· Familiarity with IT Service Management systems
· Strong customer focus
· The ability to communicate effectively
· Good time keeping and time management skills
· Adaptability in a fast-paced working environment
· The ability to take ownership and responsibility and provide their delivery in a timely manner and high standard.
· A strong interest in a broad range of web and web-related technologies
· Initiative in self-development and career progression
Technologies we use:
· Jira
· Office 365 (incl. Teams and SharePoint)
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