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IT Support Specialist

2 months ago


Euston, United Kingdom Meganexus Full time

About the Role:

Meganexus has been at the forefront of rehabilitation ICT for over ten years, dedicated to creating software that empowers vulnerable individuals to enhance their lives. Our innovative software platform is designed to place each service user at the center of every solution, currently utilized in over 120 correctional facilities and NHS trusts.

This dynamic position offers an excellent opportunity for an undergraduate or graduate (or an individual with equivalent experience) eager to embark on a career in IT support, emphasizing ongoing enhancement and learning.

As a vital member of our team, you will collaborate closely with various departments, gaining invaluable knowledge and skills that will kickstart your professional journey. Your insights and ideas will be welcomed and encouraged.

Meganexus is committed to being an equal opportunity employer, adhering to our equal opportunities policy available on our website.

Position Overview:

Key responsibilities encompass:

Your primary daily task will be to deliver first-line support to both our existing and new clientele, both internal and external, while contributing to the continuous improvement of our services, all under the guidance of the Head of Service Desk.

● Provide first-line assistance for Virtual Campus and Community clients

● Escalate issues to second and third-line support, including Project Management Leads for matters requiring development.

● Offer telephone and ticketing system (JIRA) support, ensuring high customer satisfaction in accordance with service level agreements.

● Accurately identify, categorize, prioritize, diagnose, and manage all incidents and requests using the Service Desk Management tool (JIRA).

● Communicate updates on incidents and service requests clearly and effectively.

● Actively promote the Service Desk in all customer interactions and communications.

● Adhere to relevant security, privacy, and data protection standards.

● Undertake other ad hoc tasks as they arise within the service desk team.

Additionally, there will be opportunities (with appropriate support and training) to:

● Contribute to and maintain the Meganexus knowledge base for documented processes, routine tasks, and incident resolutions.

● Provide training

● Assist the Service Desk Manager in conducting root cause analysis of incidents.

This role is an excellent opportunity for you to develop and enhance your skills in the exciting field of Service Desk Support within a growing organization.

We pride ourselves on being a close-knit and supportive team, seeking someone who is passionate about technology and its potential for positive change to join us, learn, and contribute while gaining essential experience in the daily operations of the Service Desk environment.

The Ideal Candidate Will Possess:


• Familiarity with SaaS and web-based application delivery


• Understanding of Support and Service Desk functions


• Experience with IT Service Management systems


• Professional demeanor with a strong customer focus


• Excellent communication skills across all levels


• Strong time management and organizational skills


• Adaptability in a fast-paced work environment


• Ability to take ownership of assigned tasks and deliver them to a high standard and in a timely manner.


• Understanding of collaborative teamwork across the organization


• A keen interest in a wide range of web and web-related technologies


• A results-driven mindset, committed to the quality of the product and its support


• Initiative in personal development and career advancement

● Degree qualified or equivalent