Service Desk Analyst

2 weeks ago

Exeter, Devon, United Kingdom Mears Full time

About the Role:

We are seeking a skilled Service Desk Analyst to join our IT team at Mears. As a Service Desk Analyst, you will be responsible for providing high-quality first-line IT support to our customers, handling and resolving IT issues and requests in a timely and professional manner.

Key Responsibilities:

  • Provide first-line IT support to customers via phone, email, and in-person.
  • Qualify, investigate, and resolve IT issues and requests in line with agreed Service Levels.
  • Escalate as necessary to ensure prompt restoration of service and arrange for the relevant team to address and resolve incidents.
  • Work with the ServiceNow team to ensure efficient use of the platform and facilitate user interaction with IT.
  • Identify trends and areas for improvement, and collaborate with relevant teams to implement changes.
  • Ensure the Service Desk operates to ITIL standards and meets required SLAs for call resolution.

Requirements:

  • Experience in a similar Service Desk Analyst role.
  • Strong computer skills and solid knowledge of MS Office Applications.
  • Ability to take ownership and manage problems to successful resolution.
  • Professional communication and interpersonal skills.

What We Offer:

  • 25 days annual leave plus bank holidays.
  • Remote working opportunities.
  • Pension Scheme.
  • Sharesave scheme.
  • Employee Assistance Programme.
  • Mears Fun Day.
  • Staff perks with Mears Rewards.
  • Volunteering Leave.
  • Family-friendly policy.

About Mears:

Mears is a leading provider of social housing and property services. We are committed to making a positive difference to people's homes, lives, and communities. Our values include social responsibility, innovation, and customer satisfaction.

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