Service Desk Analyst
UK - Coleshill
The success of our business is testament to the talent and effort of our team members.
During my time at Mercury xRM, I’ve been part of a phenomenal growth both the company’s and in my own development. I am excited to play my part in delivering such a fantastic product and to contribute to a brilliant company.Samantha Feeney – Implementation Project Lead
The company culture is fantastic, I feel I am appreciated and allowed to take initiative to get things accomplished. This allows me to grow and strive to learn new skills.Fahim Vachaka, Service Desk Analyst
I can honestly say I love my job and the people I work with! With a great sense of work life balance and appreciation for what you contribute, you are really made to feel like part of something big rather than just the job you do.Linda Jukes – Finance and HR Manager
Working as part of this team, not just leading it, is an absolute honour for me. Since starting in February 2018, I've seen both the business and people in the team grow significantly, although what the future holds for all of us is the thing that excites me most. Everyone at Mercury is great to work with - we are a diverse organisation but we come together as a family when we need to, all pulling in the same direction to achieve the same goal. I can't wait to see what happens in the next 12 months.Richard Liddington – Chief Technology Officer
Location: De Montfort House, Coleshill B46 3BP
Reporting to: Support & Release Manager
Mercury xRM Limited is a provider of market-leading technology solutions to the recruitment industry. Our primary product is a custom solution for Microsoft Dynamics 365 which is aimed primarily at recruitment agencies and businesses within professional staffing sectors.
It is the role of the Service Desk Analyst (SDA) to be responsible and accountable for customer support and incident management. From the point of ticket response through to customer feedback and resolution, the SDA’s primary objective is ensuring the customer’s positive and successful experience in using Mercury xRM.
The SDA has excellent communication and rapport building skills, experience in building relationships, and a passion for customer satisfaction. The SDA develops a detailed recruitment sector and product knowledge and makes a point of truly understanding the processes and ways of working of both Mercury xRM and its customers.
This post holder has responsibility for all assigned support tickets and manages their time to ensure successful and timely resolution, whilst ensuring customers are always kept informed and updated. During these activities they will ensure compliance with Service Level Agreements, providing first-line support to the Customer base with the resolution to reported issues within the supported applications.
The Service Desk Analyst resource has a responsibility to manage the expectations of the following stakeholders:
The Service Desk Analyst resource is required to adhere to the following key performance indicators:
Knowledge, Skills & Experience
The Service Desk Analyst resource will have the following attributes:
Whilst this job description attempts to cover the main duties these may vary from time to time.
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Location: Coleshill or London, UK
Reporting To: Product Marketing, Partnerships and Alliances Manager
Mercury xRM is a fantastic business and one that’s really going places. This is a newly created position as a result of recent growth and the Marketing Manager will join the business at a critical and exciting stage in our international expansion.
This role will report directly to the Product Marketing, Partnerships, and Alliances Manager and work closely with a Marketing Coordinator coordinating our marketing efforts via a variety of channels, planning initiatives, campaigns and events and report on results whilst managing and tracking opportunity leads.
The Marketing Manager will immerse themselves in the culture of Mercury xRM and will drive the company’s marketing strategy.
Must develop a thorough understanding of the industry, business, competitors and brands, and act as an important resource for intelligence and direction of the Mercury xRM brand.
Must think about client engagement and overall customer experience and act as an advocate for the customer.
Digital Marketing, Campaign, and Strategy
Whilst this job description attempts to cover the main duties there may variation from time to time.
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