Job Description

As a Help Desk Analyst, you'll be the friendly, knowledgeable first point of contact for our team's technical needs. You'll help keep everyone working smoothly by responding to user inquiries, diagnosing and resolving technical issues, and finding practical solutions that minimise downtime. You'll also play an important role in supporting our company's server and hardware infrastructure, maintaining essential software, and ensuring our meeting rooms and workspaces are always ready to go.
This role is based in our London, UK Office.
RESPONSIBILITIES:Provide technical support and assistance to end-users via our internal ticketing system, in person, phone, email, and remote access tools. Diagnose and resolve hardware, software, network, and system-related issues promptly and efficiently within SLA timescales. Log and track support tickets in the helpdesk ticketing system, ensuring accurate documentation and timely resolution. Escalate incidents to vendors or senior management where required. Install, configure, and maintain workstations, mobile devices, printers, and other peripherals. Setup, support and maintain meeting rooms and other audio-visual equipment for meetings and presentations. Support off-site AV and company hardware during presentations and conferences where required. Manage user accounts, permissions, and access rights within Active Directory and appropriate MRI approved software products. Assist in the deployment and maintenance of software applications and updates. Collaborate with other teams to identify and resolve recurring technical issues. Conduct hardware and software inventory management, including asset tracking and providing information for procurement. Assist with internal or external audits where required. Contribute to the development and maintenance of IT documentation, knowledge base articles, and user guides. Stay up to date with the latest technology trends and provide recommendations for continuous improvement.

KNOWLEDGE / BACKGROUND EXPERIENCE
Minimum of 4 years' experience (or equivalent schooling) in a Help Desk, system administrator, or customer service role.Excellent knowledge of Windows and Mac operating systems. Proficiency in Microsoft Office Suite and other common business applications. Familiarity with Active Directory and user account management. Basic knowledge of TCP/IP networking, DNS, DHCP, and VPN concepts. Strong understanding of computer hardware, software, networks, and peripherals. Experience with helpdesk ticketing systems and remote support tools. Strong troubleshooting and problem-solving skills with the ability to analyse and resolve technical issues efficiently. Excellent communication and interpersonal skills, with a customer-oriented approach. Ability to work independently and collaboratively within a team environment. A proactive and self-motivated attitude, with a strong commitment to delivering high-quality technical support. Applies effective time management skills and can handle multiple tasks or projects effectively. Relevant industry certifications (e.g., CompTIA A+, Microsoft Certified Professional) will be an advantage. Ability to perform the physical requirements of the position, including lifting, moving, and setting up computer equipment as needed.

We're obsessed with making this the best job you've ever had!We want our teams to love working here, so we've created some incredible perks for you to enjoy: Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group. Enjoy peace of mind over yours and your family's health with our Private Medical Insurance and Health Cash Plan. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, and a bank of 15 flexi hours to use when needed! Income Protection Plans give you the peace of mind you deserve. Further your professional development and growth with our generous Tuition Reimbursement Schemes. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can't be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it's a connected community of people who truly feel they belong. Whether we're investing in employee resource groups or providing tailored resources for each person to reach their full potential, we're passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that's our goal every day. Because that's what industry leaders do. Whether you're joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply. We'd love to hear from you! 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. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!