IT Helpdesk Support

MCR Systems has an exciting opportunity to become a permanent member of our 1st Line Support Analyst team in Leicester.

We supply cutting edge EPOS technology to major customers throughout the UK and our Support Team is very friendly, well-trained and highly motivated. MCR has always provided the highest levels of support to our customers; it is one of the key reasons for our success over many years in a very competitive industry.

This role involves providing efficient and customer-focused first line support via telephone and email. It is a highly rewarding role as you resolve many customer queries yourself as well as manage support issues that have been escalated to second and third line support.

You should be a team player with excellent communication, problem-solving and organisational skills. The role requires that you have the capacity and desire to quickly get to grips with in-house software and systems. MCR publishes its own software and this is a great opportunity to get to know the latest technologies, working for a leading player in an industry that is rapidly developing.

Under general supervision, the role is briefly described as follows:

• promptly & courteously respond to incoming support incidents via telephone and email


• to own and manage support issues within designated SLA timeframes


• maintain accurate and timely call logging in our Service Management System


• liaise directly with customers over phone and email to facilitate call resolution


• liaise with MCR's 2nd Line and 3rd Line teams to facilitate call resolution


• own multiple support calls, managing your workload & customer expectations


• to seek advice, self-research and escalate support issues when appropriate


• continuously improve your knowledge on inhouse software and systems
  
  Qualifications and Experience: 1st Line Support or Customer Services experience preferred


• Relevant technology certification or university degree


• Proficiency in Microsoft Office applications


• Proven ability to work under pressure and in a team environment


• Appropriate attention to detail with the ability to multitask


• You must have proven ability to meet high standards of written and verbal communication skills, with an eye for detail and excellent English language skills.