Service Desk Analyst

Devon, UK
16 Sep 2019
19 Sep 2019
Contract Type
Full Time
Does the prospect of being part of a committed and dedicated company sound appealing to you? Mears is a company uniquely placed to address the major challenges in the housing and social care. We are a market leader in providing housing services to the affordable housing sector, and a major presence in the homecare and deliver a high standard of Care Service providing personal care to over 20,000 people a year, enabling older and disabled people to continue living in their own homes.

At Mears, we are looking for an experienced and friendly 'Service Desk Analyst' to work on our busy and demanding IT Service Desk in Exeter. You will answer calls / tickets into the Service Desk, providing 1st line support to users within the Mears Group PLC infrastructure. You will aim to deliver first time fixes, to agreed standards.

You will be accountable for -

Provide IT support to supported users and clients on all company supplied infrastructure and software
Monitor, escalate and proactively review the service desk call stack ensuring both response and fix SLA are maintained to required levels
Complete onboarding tasks for new users so that new users are set up with IT accounts in a timely fashion
Assisting with technical issues when required.
Reporting issues that are affecting the department SLA or operational efficiency.
Build and maintain the ServiceNow knowledge base for its customers
Deliver professional support to Operative / Carer, Office Staff, Management and Director level and assist field engineers in supporting new contracts during mobilisation phase

The Service Desk currently operates between the hours of 07:00 - 17:30 Mon to Fri, so you would be expected to work 40 hours per week on shifts to cover these hours.

What are we looking for ?

You will have experience of working in a similar first line support role. You will have strong IT skills, be technically savvy and have 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. You'll need to use your initiative and be flexible in your approach in order to professionally and efficiently deliver the results your colleagues need. You will be a friendly, approachable and able to communicate clearly to others.

This job sits within our growing and expanding IT department and as we like to promote from within, we are looking to bring people in who are future talent for the Mears business. We want someone who is ambitious and has aspirations to progress their IT career. As this role has strong links with the wider Mears IT team, there is scope to move into roles which Application Support, Technical Analyst, Developer, Network and Database Specialists depending on what your interests are.

If this sounds like you then CLICK on apply and we look forward to hearing from you

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