Service Desk Analyst

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Job Description

Annual salary: up to £27,500.00

Service Desk Analyst  

Exeter 

Permanent, full time, hybrid role; offering a salary of up to £27,500 depending on experience plus excellent company benefits.  

 

About the role: 

 

We are looking for a Service Desk Analyst to work on our busy and demanding IT Service Desk in Exeter. You will handle and provide resolution to calls / tickets into the Service Desk, providing 1st line support to users within the Mears Group. 

 

We look for people who share our values, along with our commitment to making a positive difference to people's homes, lives and communities, one of the many reasons that our colleagues join us here at Mears, is our emphasis on being a socially responsible business and giving back to the communities in which we operate. 

 

Over the years Mears has continued to build upon its broad range of in house developed systems, the success of this has been built on the foundation of a brilliant and highly skilled development and test team. 

 

Mears continue to push the envelope for their in-house solutions, delivering responsive, secure and performant applications across a varied mix of platforms. To support this, it is essential that the software is fit for purpose, delivers on its promises and is bug free. 

The next 12 to 24 months sees some very exciting and high-profile projects in the pipeline and as such we are looking to expand our team. 

 

About the Role:

 

Ideally you'll have experience of working in a similar Service Desk Analyst role. You will have strong computer skills and a solid knowledge of MS Office Applications. 

 

Our service Desk is a busy team that demands a 'can-do' attitude to problem solving. The ability to take ownership and manage a problem to its successful resolution will be key. 

 

Duties will include: 

  • Provide a high quality first line IT support service to customers. 

  • Adopt a professional manner when communicating with customers to build and maintain a positive view of Mears Group. 

  • Qualify, investigate, and resolve IT issues and requests in line with agreed Service Levels. 

  • Provide phone support. 

  • Escalate as appropriate to ensure a prompt restoration of service arranging 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 where necessary create appropriate problem records. 

  • Identify trends or areas for improvement and work with the relevant teams through to completion. 

  • Collaborate with team members and stakeholders to foster a culture of knowledge sharing and continuous improvement. 

  • Ensure that the Service Desk operate to ITIL standards and meet the required SLAs for call resolution. 

You'll need to use your initiative and be flexible in your approach to professionally and efficiently deliver the results your colleagues need. You will be a friendly, approachable and able to communicate clearly to others. 

 

All our roles require candidates to have the entitlement to work within the UK, Mears does not currently offer visa sponsorship.  

 

As part of the recruitment process for this role, we will carry out a DBS & BPSS check, as well as Security Clearance. For these checks to be completed, we will require from you the relevant identification, including Proof of Address, References, a valid passport and proof that you have lived in the UK for the last 5 years. 

Key Criteria:

  • Experience of working in a similar similar Service Desk environment

  • Strong troubleshooting skills

  • Excellent communication skills with the ability to explain technical detail in a simple manner

  • A solid knowledge of Windows Desktop OSes and Microsoft applications

  • Strong analytical and problem-solving skills.

 Experience/Qualifications in ITIL would be advantageous for this role!

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! Previous years include, Alton Towers, Drayton Manor etc 

  • 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. 

Apply below or to discuss your application further; contact:

Vickie Rudge (Vickie.Rudge@mearsgroup.co.uk)

If you need any help with your application process, we are here to support you. We will be accessible every step of the way.

At Mears Group, we are committed to fostering a diverse and inclusive environment where everyone can thrive, we are a Disability Confident employer, valuing individuality and ensuring equal opportunities for all.

We proudly support the Armed Forces Covenant and are honoured to have achieved the Gold Award in the Defence Employer Recognition Scheme (ERS) to coincide with this, we hold an Endorser Award for the Career Transition Partnership, recognising our commitment to veterans transitioning into civilian careers.

In our continued effort to promote social mobility, we invite applicants to voluntarily share their background information during the application stages to help us better understand the diverse experiences of our candidates. This is to ensure we are committed to improving social mobility. We use the Social Mobility Index to assess and enhance opportunities for individuals from diverse backgrounds. These questions are optional and will not impact your ability to apply.