We are looking to recruit those with relevant work experience or recent graduates who wish to take their first steps in an IT career. The opportunity is in the MRI customer Services team based in the City of London that provides help desk services around our Fixed Asset Accounting software. In depth training on our software will be provided.
The Role
We are recruiting for the position of Support Analyst who will participate in the day-to-day duties of the helpdesk as an analyst, responding to queries from customers who are live users of the software. Assistance will largely be in the form of 1st line support, e.g. ‘How do I?’ questions. There will also be a requirement to handle some 2nd line support, e.g. troubleshooting connectivity issues or identifying issues that need to be reported to 3rd line support.
A proportion of this job requires talking to customers on the telephone working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and must be able to deal with customer in a friendly yet professional manner.
MRI can provide a wealth of opportunities and over time, career progression may take you down the product development route or the implantation consultancy route, to name a few.
Responsibilities
– To provide assistance and support by handling 1st line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
– Identify calls that need to be routed to 2nd/3rd line support or customer training requirements and assign them as necessary.
– Identify calls that need to be escalated to the Support Manager and ensure that this escalation takes place in a timely manner.
– Ensure that all work is carried out and recorded in accordance with the Support standards and procedures. This will include ensuring that calls are logged and tracked accurately in Salesforce, the support ticketing system. This will require attention to detail and a methodical approach.
– Participate in department reviews, looking to for process improvement, spotting trends and help to identify communication needs both internally and externally.
– Keep up to date with the application functionality and deployment methods.
– We’re looking for recent graduates with a good degree result or those with relevant work experience or experience with the RAM Fixed Asset Accounting software, Housing Brixx software or the Social Housing sector will also be considered.
– Good problem solving and excellent interpersonal skills providing the ability to interact with developers, consultants, IT managers and network administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy skills are essential.
On the technical side
– Good computer skills (specifically Windows OS), high level of competency of Microsoft products (specifically Excel), and SQL Server (including scripting) skills are beneficial for this role.
– And Interest in Windows Server, Citrix, Database Management and Report Writing (SSRS) will be an advantage.
Your Journey:
Joining MRI Software means teaming up with the world’s most innovative and comprehensive provider of real estate technology with over 50 years in the space. It means being welcomed into a family of industry professionals who are united in giving organisations the freedom to transform the way communities live, work and play. The only way to carry out that mission is to hire the absolute best employees on earth. People like you! Be a part of a progressive workplace environment where you can learn from the best and where your personal journey is taken seriously. Work alongside an established and leading proposition which continues to redefine the proptech world. Join a business where all 2,000+ of our immensely talented employees are listened to and make a real difference.
And we know how to reward outstanding performance, recognise effort, and celebrate our wins in style. Enjoy unrivalled benefits such as our Flexi Friday scheme, employer contributed pensions, private medical insurance, eligibility for an annual performance bonus, tuition reimbursement and much more!
Amazing growth takes amazing employees. Are you up to the challenge?
Company Overview:
MRI Software delivers innovative applications and hosted solutions that free real estate companies to elevate their business. Our flexible technology platform, along with an open and connected ecosystem, allows us to meet the unique needs of real estate businesses, from property-level management and accounting, to investment modeling and analytics for the global commercial and residential markets. With nearly five decades of expertise and insight, we have grown to include offices in across the United States, the United Kingdom, Hong Kong, Singapore, Sydney, South Africa, New Zealand, Canada, India, and Ireland with over 2000 team members to support our clients and their unique needs!
MRI is proud to be an Equal Employment Opportunity employer.
