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 mindset will enable the successful candidate to translate the customer’s incidents into a viable solution and provide supporting documentation for all customers.
Responsibilities
- 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.
- Investigate reported incidents/defects through fact gathering and remote support.
- Find 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.
- Ensure that SLAs are met and that both internal and external customers receive a timely response to their requests.
- Contribute toward knowledge management in the wider business, becoming 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 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 and 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.
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