Application Support 2nd Line Analyst x2 MEAR72081

Exeter, Devon
£20,000 - £24,000 depending on experience
01 Oct 2018
23 Oct 2018
IT, IT Support
Contract Type
Full Time

Application Support 2nd Line Analyst x2 MEAR72081


£20,000 - £24,000 depending on experience

Here at Mears Group our vision is to make a positive difference to the communities we serve.

We do this by improving homes, improving communities and improving lives and our approach is based on the development of outstanding partnerships with employees, clients, tenants, customers, their families and the wider community.

With staff of all ages and walks of life, a job with Mears has a rewarding impact on the lives of others and your own life. With offices across the UK, a job at Mears could be just around the corner.

Excellent opportunities have now arisen for two Application Support 2nd Line Analysts to join us at our office in Exeter.

Within this role, you will provide a high level of customer service to all staff utilising applications within the Mears Group PLC IT Infrastructure. This is a 2nd Line Helpdesk role to provide application support via phone support and our ticketing software - ServiceNow.

As part of a team, you will ensure that all Investigative tickets are dealt with in a professional manner whilst prioritising Tasks and Incidents based on their impact to the user and business. Working within an agreed set of SLAs, you will ensure that tickets are accurately managed to resolution and to the customer’s satisfaction.

They will also support Application Support 1st Line in telephone support and for the escalation of incidents that arise from the business and work with the team to ensure resolution of all work.

You will support all aspects of an In-House and dedicated Housing 3rd party software that is provided by Mears Group PLC and will provide outbound telephone support following up on Incidents escalated by 1st line.

In order to be successful in this role, you will have in-depth SQL knowledge along with customer service experience within a helpdesk environment.  With the ability to learn bespoke software and a willingness to understand business requirements, you will be competent in SQL Server Management Studio, Microsoft Office / Excel / Word and Lotus Notes 8.5 and above.

Once you join the family, you'll have online access to a range of voluntary and flexible benefits, including...

  • Training and development
  • Long service and additional holiday leave - Colleagues who stay for a period of time at Mears are rewarded for their service.
  • Seeing first-hand the impact you have on the lives of the people you support

Mears Group PLC and its subsidiaries are Equal Opportunities Employers

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.