Service Desk Analyst

3 weeks ago

Exeter, Devon, United Kingdom Mears Full time

About the Role:

We are seeking a skilled Service Desk Analyst to join our team in Exeter. 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 other communication channels.
  • Qualify, investigate, and resolve IT issues and requests in line with agreed Service Levels.
  • Escalate as appropriate to ensure a prompt restoration of service and arrange for the relevant team to address and resolve Incidents.
  • Work with the ServiceNow team to ensure that everyone is using the platform as efficiently as possible and that users can interact with IT with ease.
  • Identify trends of issues and create appropriate problem records.
  • Collaborate with team members and stakeholders to foster a culture of knowledge sharing and continuous improvement.

Requirements:

  • Strong computer skills and a solid knowledge of MS Office Applications.
  • Excellent communication and problem-solving skills.
  • A 'can-do' attitude to problem solving and the ability to take ownership and manage a problem to its successful resolution.

The Benefits:

  • 25 days annual leave plus bank holidays.
  • Remote working.
  • Pension Scheme.
  • Sharesave - a simple way of saving money direct from your salary for 3 years, in order to buy Mears Group PLC (Mears) shares at a price that is fixed and discounted at the outset.
  • Employee Assistance Programme.
  • Mears Fun Day - Our annual Fun Day is organised as a massive thank you from the Executive team for all the hard work.
  • Staff perks with Mears Rewards - discounts of up to 10% on coffee, weekly groceries, holidays, the list is endless.
  • Volunteering Leave - Mears supports employees to undertake volunteering in the community, in support of our social value commitment.
  • Family friendly policy to include enhanced maternity/paternity leave and much more.

We are proud to be on the list of the Sunday Times 25 Best Big Companies to work for, and on the Social Mobility Index of the top 75 employers in the UK for our commitment to social mobility.

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