At a Glance
- Tasks: Provide top-notch support for our MRI Revenues Application, solving customer issues creatively.
- Company: Join a diverse and inclusive team at MRI, where your ideas matter.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for growth.
- Other info: Be part of a dynamic team that values diversity and fosters innovation.
- Why this job: Make a real difference by helping clients and enhancing their experience with our software.
- Qualifications: Experience in application support and strong communication skills are essential.
The predicted salary is between 60000 - 80000 £ per year.
Help us strengthen our service desk support team as a full time Application Support Analyst for MRI Revenues Application Support team.
You will be part of MRI One Revenues and Benefits, Digital and EDMS Service Desk providing support and service expertise to Authorities across the UK.
The ideal candidate will be highly motivated, creative and a real team player, demonstrating an ability to work well within the Service Desk team as well as with both internal and external stakeholders.
The tools provided coupled with a creative mind set, will enable the successful candidate to translate the customers’ incidents into a viable solution and provide supporting documentation for all customers.
- What You Will Be Doing
- To provide support on our product to external clients.
- Identify and resolve issues raised via our customer portal.
- Take ownership of customer Incidents to ensure timely and effective solutions are provided.
- Thoroughly investigate reported Incidents/Defects through fact gathering and remote support.
- Finding the root cause of an issue.
- Build strong relationships with Business Analysts, Knowledge Specialists and Technical personnel to identify workarounds, solutions and opportunities for knowledge creation.
- To ensure that SLAs are met and that both internal / external customers receive a timely response to their requests.
- Contribute towards knowledge management in the wider business, become a subject matter expert and product virtuoso.
- Adhere to and improve current application support processes.
- Remain customer focused at all times.
- Learn, support and investigate the functionality of the software at all levels.
- Follow data protection and security regulations.
Essential Qualities
- Application Support / Software Support experience using MRI Revenues and Benefits.
- Excellent communication skills, being able to convey complex and difficult issues both verbally and in writing to customers with varying levels of technical expertise.
- Excellent analytical, process-oriented, organisational and problem-solving skills.
- Ability to learn and master employer-specific software.
- Ability to diagnose & address application issues.
- Responsiveness to impact and urgency.
- Takes proactive ownership.
- Ability to multitask.
- Always ready and willing to improve.
- Self-motivated and resourceful.
- Effective communicator, written and verbal.
Desirable Qualities
- Understanding and basic SQL.
- Strong customer service awareness.
- Works effectively within a team.
MRI is proud to be an inclusive employer.
We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion.
Those values are woven into the fabric of who we are and are foundational to our continued success.
Come and see for yourself!
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