Product Features
Blog
Contact Us
Sign In
MegaNexus Ltd
,
London, Greater London
1st Line Support Analyst
|
|
Job Type: Full-time |
|---|
Overview
What we do: Meganexus has lead rehabilitation ICT for over a decade and our aim is to support and develop software that continues to help vulnerable people build better lives. Our software platform places each individual service user at the heart of every solution and operates in over 120 prisons and NHS trusts. Our platform enables supporting staff on the front line to focus on delivery of services and face-to-face time to deliver personalised interventions. Coupled with a library of your organisations curated digital content, the platform is an empowering, co-designed digital asset for services users, front line staff and organisations. The opportunity : An exciting opportunity has arisen for a 1st Line Technical Support Analyst to join our team in London. Our Internal support team is responsible for supporting and maintaining client systems and for providing efficient desktop support to all business users as well as being responsible for resolving any IT-related issues quickly and efficiently in-line with SLAs, which include a broad range of queries. As a 1st Line support Analyst you will fully support our internal and external customers within agreed service levels with a constant focus on customer service and satisfaction. You will work as part of a team to resolve reported Incidents to customer satisfaction, using approved methods, tools and procedures. In addition, the role also has the opportunity for you to become a subject matter expert for our internal digital applications. This will lead onto opportunities in training of the application internally and externally. MegaNexus are an equal opportunities employer and in line with our equal opportunities policy found on our website. Job Overview: Key responsibilities include: 1st line support for existing and new Virtual Campus and Community customers Issue intake and triage Resolution of basic issues not requiring development support Escalation to 2nd & 3rd line support, including escalation to Project Management for issues requiring development support as required Tracking and reporting to the customer on all outstanding issues To ensure Service Desk cover is available to providing telephone, remote and occasional desk side support to a high degree of customer satisfaction and to agreed SLAs with full accountability for the results. Ensure all Incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management tool (JIRA) whilst delivering excellent and clear communications of Incidents and Service Request updates. Contributing towards and maintaining the MegaNexus knowledge base for documented processes, routine tasks and incident resolutions. Train on and support the various bespoke MegaNexus applications Actively promote the Service Desk in all forms of customer interaction and communication. Support the Problem Management function in the root cause analysis of incidents. Complying always with relevant security, privacy and data protection standards. Other ad hoc tasks that arise within the service desk team. The Successful Candidate: Knowledge of a support and Service Desk nature role Familiarity with IT Service Management systems Smart and professional with strong customer focus Excellent communication skills at all levels Good time keeping and time management skills Adaptability in a fast-paced working environment Take ownership and full responsibility of assigned tasks and delivery of these in a timely manner and high standard. Understanding of working collaboratively within teams across the business Driven by a strong interest in a broad range of web and web-related technologies Results oriented; committed to quality of product and service Take initiative in self-development and career progression Degree qualified or equivalent Key requirements for the role: Enjoying being part of a team building a world leading product Ability to understand the needs of vulnerable people and interest in what is required on their journey to lead a better life