Our client is looking for an IT support analyst to join their small London based team.
This is a full-time permanent role that is predominantly based in the London office in the West End. It is a varied role that spreads across all Level 1 and Level 2 support and extends into Level 3 support for some systems.
The role involves:
IT systems administration and maintenance
Troubleshooting IT problems
IT security investigations
Data Backups
Generation of regular IT system performance and activity reports
Device management and operating system rebuilds
IT Change management
Documentation
Training of staff in the use of IT systems
General IT support and advice/sounding board for management
Desired competencies for candidates are:
- A very high level of discipline and trustworthiness - Tertiary qualification in IT systems administration and/or networking - Minimum of 2-3 years of experience in previous IT roles - Strong analytical skills. Driven by process and identifying opportunities for process improvement - Strong interpersonal skills and an excellent standard of both written and spoken English - A deep understanding of cyber security issues - Familiarity with Microsoft Active Directory environment. Detailed knowledge of Windows 10 administration - Experience installing operating systems on laptops/desktops - A detailed understanding of TCP/IP networking. Familiarity with Cisco networking to CCNA level or higher - Proficient use of Excel, Word - SQL, HTML or C# (.Net) skills are an advantage - Familiarity with Cisco security products such as Stealthwatch, ESA, WSA, ISE is an advantage - Familiarity with collaboration software such as Microsoft SharePoint, Cisco Unified Communications Manager or Cisco Meeting Server is an advantage - Familiarity with mobile device management is an advantage - Ability to work flexible hours
Mar 27, 2023
Full time
Our client is looking for an IT support analyst to join their small London based team.
This is a full-time permanent role that is predominantly based in the London office in the West End. It is a varied role that spreads across all Level 1 and Level 2 support and extends into Level 3 support for some systems.
The role involves:
IT systems administration and maintenance
Troubleshooting IT problems
IT security investigations
Data Backups
Generation of regular IT system performance and activity reports
Device management and operating system rebuilds
IT Change management
Documentation
Training of staff in the use of IT systems
General IT support and advice/sounding board for management
Desired competencies for candidates are:
- A very high level of discipline and trustworthiness - Tertiary qualification in IT systems administration and/or networking - Minimum of 2-3 years of experience in previous IT roles - Strong analytical skills. Driven by process and identifying opportunities for process improvement - Strong interpersonal skills and an excellent standard of both written and spoken English - A deep understanding of cyber security issues - Familiarity with Microsoft Active Directory environment. Detailed knowledge of Windows 10 administration - Experience installing operating systems on laptops/desktops - A detailed understanding of TCP/IP networking. Familiarity with Cisco networking to CCNA level or higher - Proficient use of Excel, Word - SQL, HTML or C# (.Net) skills are an advantage - Familiarity with Cisco security products such as Stealthwatch, ESA, WSA, ISE is an advantage - Familiarity with collaboration software such as Microsoft SharePoint, Cisco Unified Communications Manager or Cisco Meeting Server is an advantage - Familiarity with mobile device management is an advantage - Ability to work flexible hours
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management - Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers' advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as (url removed), Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
Mar 29, 2024
Full time
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management - Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers' advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as (url removed), Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management - Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers' advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as Confused, Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
Mar 29, 2024
Full time
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management - Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers' advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as Confused, Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
IT Support - Newton Abbot, Devon - Full time permanent role - Reputable organisation with friendly team - Salary up to £25,000 based on experience A lovely organisation based in Devon is looking for an IT Support Analyst. This is a great opportunity for someone with previous 1st Line/IT Service Desk support experience to join a supportive team and build a career in IT. Day to day duties will include: - Helpdesk and desktop support for internal users - Providing a high level of customer service and taking IT issues through to resolution - Supporting technologies including Office 365, Windows OS, remote desktop services, basic networking and Windows Server - PC/Laptop troubleshooting To be considered suitable for this role you will need to have some previous IT support experience (IT Coordinator, Helpdesk Analyst, Service Desk Analyst etc.) as well as the below: - Access to a car as very occasional support at other local offices may be required - A personable nature with good problem solving skills - Strong customer service skills and a desire to learn
Mar 29, 2024
Full time
IT Support - Newton Abbot, Devon - Full time permanent role - Reputable organisation with friendly team - Salary up to £25,000 based on experience A lovely organisation based in Devon is looking for an IT Support Analyst. This is a great opportunity for someone with previous 1st Line/IT Service Desk support experience to join a supportive team and build a career in IT. Day to day duties will include: - Helpdesk and desktop support for internal users - Providing a high level of customer service and taking IT issues through to resolution - Supporting technologies including Office 365, Windows OS, remote desktop services, basic networking and Windows Server - PC/Laptop troubleshooting To be considered suitable for this role you will need to have some previous IT support experience (IT Coordinator, Helpdesk Analyst, Service Desk Analyst etc.) as well as the below: - Access to a car as very occasional support at other local offices may be required - A personable nature with good problem solving skills - Strong customer service skills and a desire to learn
Randstad Sourceright
Newcastle Upon Tyne, Tyne And Wear
Job title : IT Service Desk Analyst NE12 8BU Length: 12 months temporary contract to permanent Work hour: This Position is on a rotational shift pattern: 3 rotations: 7:30-15:30, 8:15-16:15 and 9:30-17:30 Pay Rate: £12.05/hour PAYE Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for a IT Service Desk Analyst for a FM Services and Engineering company on a 12 months temporary contract to permanent. This position is on a rotational shift pattern which alternates each week. Some of the other duties will include but are not limited to: Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines. Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end-to-end ownership and working with IT resolver groups and third parties where required. Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including but not limited to: ? Initial diagnostics and support of user logon issues ? Initial diagnostics and support of end user computing hardware and software issues ? Initial diagnostics and support of Microsoft O365 applications and services ? Initial diagnostics and support of core business applications ? Initial diagnostics and support of network and remote connectivity issues Communicate incident resolution or request fulfilment to the customer. Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy. Adhere to effective ITSM queue management. Requirements for this position: Qualification in the field of Information Technology and / or equivalent work experience. A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures. Knowledge of basic computer hardware Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions. If this isn't the role you're looking for right now, please visit our contractor portal below where you will see all of our live roles and communities to join:
Mar 29, 2024
Full time
Job title : IT Service Desk Analyst NE12 8BU Length: 12 months temporary contract to permanent Work hour: This Position is on a rotational shift pattern: 3 rotations: 7:30-15:30, 8:15-16:15 and 9:30-17:30 Pay Rate: £12.05/hour PAYE Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services are currently recruiting for a IT Service Desk Analyst for a FM Services and Engineering company on a 12 months temporary contract to permanent. This position is on a rotational shift pattern which alternates each week. Some of the other duties will include but are not limited to: Answer calls and respond to ITSM tickets within agreed KPI targets whilst adhering to quality monitoring guidelines. Provision of first line support, including but not limited to triage and appropriate troubleshooting, correct incident categorisation and resolution where possible. Retention of end-to-end ownership and working with IT resolver groups and third parties where required. Utilise diagnostic utilities to aid with troubleshooting to achieve first time resolution. Including but not limited to: ? Initial diagnostics and support of user logon issues ? Initial diagnostics and support of end user computing hardware and software issues ? Initial diagnostics and support of Microsoft O365 applications and services ? Initial diagnostics and support of core business applications ? Initial diagnostics and support of network and remote connectivity issues Communicate incident resolution or request fulfilment to the customer. Log all customer issues in the ITSM system accurately and in full detail, completing all administration within timescales and to a high level of accuracy. Adhere to effective ITSM queue management. Requirements for this position: Qualification in the field of Information Technology and / or equivalent work experience. A good technical background with knowledge of common software packages and a broad understanding of IT Infrastructures. Knowledge of basic computer hardware Experience of desktop operating systems, including Microsoft Windows 10, Microsoft Azure, Office 365 and a broad understanding of IT related permissions. If this isn't the role you're looking for right now, please visit our contractor portal below where you will see all of our live roles and communities to join:
Service Desk Analyst / 1st Line Support Engineer - Crawley, West Sussex / WFH / Hybrid £25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working An exciting and growing manged service provider based in Crawley and London, seek a Service Desk Analyst / 1st Line Support Engineers to grow with their continuously growing business and develop a long term career path with them. Core function of the 1st Line Support Engineer / Service Desk Analyst position: Provide 1st line desktop support. Provide basic desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to customers by answering calls and raising tickets. Occasional commutes to London Office and Client sites. Ticket escalations to senior engineering team. Key Responsibilities/Accountabilities for the 1st Line Support Engineer / Service Desk Analyst position: Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone. Act as an overflow for the sale and administrator phone to ensure this is answered as quickly as possible but prioritising the support desk duties at all times. Triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time. Help the NOC manager manage the queues and bring any issues to his/her attention. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets. Ensure all your time sheets and ticket updates are as accurate as possible. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update. Ensure all engineering time sheets and service ticket updates are as accurate as possible. Attend client site if a hands and feet request is required by the company. Escalate service tickets to second line engineers in accordance with the companies escalation process to ensure our SLA's are met Maintain key KPI's to ensure the service desk SLA agreements to clients are met. Technical skills required for the 1st Line Support Engineer / Service Desk Analyst position - please note this is a wish list and training can be provided on areas missing: Demonstrate an understanding of technical ability proficient with 1st and ideally some 2nd line. 12 months commercial IT Support experience in: MS Server and Desktops - MCITP. Support of email systems for client (Exchange, Outlook). Networking Admin skills. MS Office. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10. Experience with supporting users on remote desktop services. Experience of providing remote user support on the telephone and on external client sites. Experience with administrative tasks associated with Active Directory services. Experience of troubleshooting Office Suite 2013 to 2019. Experience with Office 365 and Exchange online. Experience in dealing with VIP users. Experience with virtualization for example - VMware. Experience with monitoring systems. Good understanding of networking - OSI network layers, TCP/IP, DHCP. Although not essential, it would be advantageous to have experience with the following for the 1st Line Support Engineer / Service Desk Analyst position: ConnectWise. Solarwinds N-Able. Mimecast. Sophos. EDR. Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London /WFH/Hybrid £25,000 plus benefits, excellent training & career path / 2 to 3 days in the office / hybrid working
Mar 29, 2024
Full time
Service Desk Analyst / 1st Line Support Engineer - Crawley, West Sussex / WFH / Hybrid £25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working An exciting and growing manged service provider based in Crawley and London, seek a Service Desk Analyst / 1st Line Support Engineers to grow with their continuously growing business and develop a long term career path with them. Core function of the 1st Line Support Engineer / Service Desk Analyst position: Provide 1st line desktop support. Provide basic desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to customers by answering calls and raising tickets. Occasional commutes to London Office and Client sites. Ticket escalations to senior engineering team. Key Responsibilities/Accountabilities for the 1st Line Support Engineer / Service Desk Analyst position: Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone. Act as an overflow for the sale and administrator phone to ensure this is answered as quickly as possible but prioritising the support desk duties at all times. Triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time. Help the NOC manager manage the queues and bring any issues to his/her attention. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets. Ensure all your time sheets and ticket updates are as accurate as possible. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update. Ensure all engineering time sheets and service ticket updates are as accurate as possible. Attend client site if a hands and feet request is required by the company. Escalate service tickets to second line engineers in accordance with the companies escalation process to ensure our SLA's are met Maintain key KPI's to ensure the service desk SLA agreements to clients are met. Technical skills required for the 1st Line Support Engineer / Service Desk Analyst position - please note this is a wish list and training can be provided on areas missing: Demonstrate an understanding of technical ability proficient with 1st and ideally some 2nd line. 12 months commercial IT Support experience in: MS Server and Desktops - MCITP. Support of email systems for client (Exchange, Outlook). Networking Admin skills. MS Office. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10. Experience with supporting users on remote desktop services. Experience of providing remote user support on the telephone and on external client sites. Experience with administrative tasks associated with Active Directory services. Experience of troubleshooting Office Suite 2013 to 2019. Experience with Office 365 and Exchange online. Experience in dealing with VIP users. Experience with virtualization for example - VMware. Experience with monitoring systems. Good understanding of networking - OSI network layers, TCP/IP, DHCP. Although not essential, it would be advantageous to have experience with the following for the 1st Line Support Engineer / Service Desk Analyst position: ConnectWise. Solarwinds N-Able. Mimecast. Sophos. EDR. Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London /WFH/Hybrid £25,000 plus benefits, excellent training & career path / 2 to 3 days in the office / hybrid working
Position: Junior Service Desk Analyst Reporting to: IT Service Desk Manager Role Overview Our Junior Service Desk Analyst will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors. The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets. The successful Junior Service Desk Analyst will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. Passionate about Technology and Customer Service, our Junior Service Desk Analyst will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and working with and escalating to other members of the team. Our Junior Service Desk Analyst would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications. Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential, and awareness of the cyber security landscape is an advantage. We are looking for a team member who wants to commit to learning and delivering an exceptional experience to our client base. Strong communication skills both written and verbal are essential for this role. Key Responsibilities: Dealing with 1st line assigned tickets, providing support over multiple channels Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system) Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool Providing an excellent customer experience at all times Conducting personal queue and ticket triage, escalating as and when required using internal processes Liaising with partners and third-party vendors to resolve customer issues Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.) Knowledge, Skills & Experience Required: Essential Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity. Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user. Understanding of security products and the cyber threat landscape; Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Desirable Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects Person Specification: Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Excellent time management and organisational skills and the ability to work autonomously is essential The requires you to work shift pattern between 8am-6pm.
Mar 29, 2024
Full time
Position: Junior Service Desk Analyst Reporting to: IT Service Desk Manager Role Overview Our Junior Service Desk Analyst will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors. The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets. The successful Junior Service Desk Analyst will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. Passionate about Technology and Customer Service, our Junior Service Desk Analyst will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and working with and escalating to other members of the team. Our Junior Service Desk Analyst would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications. Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential, and awareness of the cyber security landscape is an advantage. We are looking for a team member who wants to commit to learning and delivering an exceptional experience to our client base. Strong communication skills both written and verbal are essential for this role. Key Responsibilities: Dealing with 1st line assigned tickets, providing support over multiple channels Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system) Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool Providing an excellent customer experience at all times Conducting personal queue and ticket triage, escalating as and when required using internal processes Liaising with partners and third-party vendors to resolve customer issues Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.) Knowledge, Skills & Experience Required: Essential Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity. Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user. Understanding of security products and the cyber threat landscape; Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Desirable Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects Person Specification: Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Excellent time management and organisational skills and the ability to work autonomously is essential The requires you to work shift pattern between 8am-6pm.
Salary : £24,000 - £26,000 Depending on experience Location : Meppershall Contract : Full time, PermanentCentrality have an exciting opportunity for a 1st Line Support Analyst to join our experienced service desk team, you'll be responsible for receiving, logging, processing and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed in a courteous and professional manner. You'll be used to problem solving with clients, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales utilising the call-logging software, you'll understand when an incident you are working on needs escalating to a senior team member. You'll be able to demonstrate good interpersonal skills such that you feel just as comfortable dealing with a junior member of a customer's team as you would be conversing with a director, you'll be expected to maintain good customer care. There's a real team spirit at Centrality and you'll be expected to muck in when your teammates need help, that might mean getting involved in other aspects of the day-to-day Service Centre that are not normally part of your role. You'll be open to doing things in a new way and embrace change. We'll also expect you to take advantage of appropriate training opportunities as they arise, in order to keep up to date with relevant skills and advancing technologies. The hours for this role are shift based, working 40 hours per week to cover 07.00 to 19.00 Monday to Sunday, you will only work the occasional weekend (around one weekend in seven). Shifts are based on earlies, mids and lates, when working a weekend, you'll be given the two days off in the week. After the initial induction, attendance at our office in Meppershall is required at least three days per week. What you will need to bring When you join Team Centrality, you will be rewarded with the opportunity to work with a team of likeminded individuals who enjoy working with a diverse range of customers. We value an individual's contribution their opinions and feedback and have a commitment to equality, inclusion, and diversity. These are the key attributes we look for in our team:• High levels of integrity, doing what they say they will do• Professionalism and passion for customer excellence• Thirst and personal commitment for continual learning• Ability to develop positive relationships, and seek feedback to improve• Pride in delivering positive outcomes• Interest to want to work with the latest Microsoft Technologies You'll need to have the following Qualifications, skills, and experience for this role: • GCSE Maths and English at grade C or higher• Able to work using own initiative with a 'can do' approach and attitude • Previous experience in a customer service role, User-focussed, empathetic and when appropriate, a firm approach• Pleasant, confident and professional telephone manner• Enthusiastic with a passion for technology• Good problem-solving skills and techniques• Ability to prioritise, work under pressure and to tight deadline• Good attention to detail and quality• Willing to participate in professional development specific to role• Excellent communication & interpersonal skills, written and oral, confident with all levels of user up to and including director level• A strong, amiable and flexible team-player• Able to work using own initiative• CompTIA A+ qualification would be desirable• Microsoft Technology Associate certification would be desirable Experience and Knowledge• Some knowledge and understanding of IT systems is desirable; however full training will be provided What Centrality can offer you in return At Centrality you will enjoy fast-paced, challenging and stimulating work within small agile teams. Everyone gets involved in team-based projects and we strive to make everyone feel an important part of Centrality and for them to feel empowered to make a difference.We are committed to providing a range of comprehensive benefits to reward our team for the high quality of work they deliver, and ensure you have the tools and resources to be successful. Our employee rewards include: • 25 days holiday as year increasing to 30 with service• Company bonus scheme• Commitment and sponsorship for technical and professional development• Employee Assistance, Westfield Health Cash, free yearly flu vaccination vouchers• Flexible working dependent upon on the role• Company parties and team social nights out to celebrate our success as a team• Free onsite refreshments, snacks, and a tuck shop• Monthly pizza, just eat vouchers• Support for charity/volunteering• Endless Starbucks coffee and fruitYour personal development is important to us, so much so we offer you up to 10 training days per year to invest in your ongoing development, aligned to your current or future role with us.You may have experience in the following: 1st Line Support Analyst, First Line Support Analyst, 1st Level Support Analyst, First Level Support Analyst, Helpdesk Support Analyst, Customer Support Analyst, IT Support Analyst, Service Desk Analyst, etc. REF-
Mar 29, 2024
Full time
Salary : £24,000 - £26,000 Depending on experience Location : Meppershall Contract : Full time, PermanentCentrality have an exciting opportunity for a 1st Line Support Analyst to join our experienced service desk team, you'll be responsible for receiving, logging, processing and monitoring tickets received into our IT Service Desk, ensuring all client support requirements are managed in a courteous and professional manner. You'll be used to problem solving with clients, ensuring that incidents and requests are resolved and implemented to agreed standards and timescales utilising the call-logging software, you'll understand when an incident you are working on needs escalating to a senior team member. You'll be able to demonstrate good interpersonal skills such that you feel just as comfortable dealing with a junior member of a customer's team as you would be conversing with a director, you'll be expected to maintain good customer care. There's a real team spirit at Centrality and you'll be expected to muck in when your teammates need help, that might mean getting involved in other aspects of the day-to-day Service Centre that are not normally part of your role. You'll be open to doing things in a new way and embrace change. We'll also expect you to take advantage of appropriate training opportunities as they arise, in order to keep up to date with relevant skills and advancing technologies. The hours for this role are shift based, working 40 hours per week to cover 07.00 to 19.00 Monday to Sunday, you will only work the occasional weekend (around one weekend in seven). Shifts are based on earlies, mids and lates, when working a weekend, you'll be given the two days off in the week. After the initial induction, attendance at our office in Meppershall is required at least three days per week. What you will need to bring When you join Team Centrality, you will be rewarded with the opportunity to work with a team of likeminded individuals who enjoy working with a diverse range of customers. We value an individual's contribution their opinions and feedback and have a commitment to equality, inclusion, and diversity. These are the key attributes we look for in our team:• High levels of integrity, doing what they say they will do• Professionalism and passion for customer excellence• Thirst and personal commitment for continual learning• Ability to develop positive relationships, and seek feedback to improve• Pride in delivering positive outcomes• Interest to want to work with the latest Microsoft Technologies You'll need to have the following Qualifications, skills, and experience for this role: • GCSE Maths and English at grade C or higher• Able to work using own initiative with a 'can do' approach and attitude • Previous experience in a customer service role, User-focussed, empathetic and when appropriate, a firm approach• Pleasant, confident and professional telephone manner• Enthusiastic with a passion for technology• Good problem-solving skills and techniques• Ability to prioritise, work under pressure and to tight deadline• Good attention to detail and quality• Willing to participate in professional development specific to role• Excellent communication & interpersonal skills, written and oral, confident with all levels of user up to and including director level• A strong, amiable and flexible team-player• Able to work using own initiative• CompTIA A+ qualification would be desirable• Microsoft Technology Associate certification would be desirable Experience and Knowledge• Some knowledge and understanding of IT systems is desirable; however full training will be provided What Centrality can offer you in return At Centrality you will enjoy fast-paced, challenging and stimulating work within small agile teams. Everyone gets involved in team-based projects and we strive to make everyone feel an important part of Centrality and for them to feel empowered to make a difference.We are committed to providing a range of comprehensive benefits to reward our team for the high quality of work they deliver, and ensure you have the tools and resources to be successful. Our employee rewards include: • 25 days holiday as year increasing to 30 with service• Company bonus scheme• Commitment and sponsorship for technical and professional development• Employee Assistance, Westfield Health Cash, free yearly flu vaccination vouchers• Flexible working dependent upon on the role• Company parties and team social nights out to celebrate our success as a team• Free onsite refreshments, snacks, and a tuck shop• Monthly pizza, just eat vouchers• Support for charity/volunteering• Endless Starbucks coffee and fruitYour personal development is important to us, so much so we offer you up to 10 training days per year to invest in your ongoing development, aligned to your current or future role with us.You may have experience in the following: 1st Line Support Analyst, First Line Support Analyst, 1st Level Support Analyst, First Level Support Analyst, Helpdesk Support Analyst, Customer Support Analyst, IT Support Analyst, Service Desk Analyst, etc. REF-
Here at TM Group, we are looking for a Web Application Support Analyst to join our IT team. The role is working full-time Monday to Friday, home based. Overview As a Web Application Support Analyst , your primary responsibility will be to ensure the seamless operation of web-based applications within our organization. You'll play a critical role in maintaining the stability of our systems, resolving technical issues, and providing excellent customer service. Here are the key aspects of your role: Key responsibilities • Incident Management: o Respond promptly to incidents related to web applications.o Diagnose and troubleshoot issues specific to .NET (C#) and legacy VB applications.o Collaborate with development teams to address complex issues. • Technical Support: o Provide "Level 1 & 2" technical support for web applications.o Familiarity with SQL Server databases and the ability to write SQL queries for investigation.o Understand the intricacies of web technologies (HTTP, HTTPS, RESTful APIs). • JIRA Service Desk Integration: o Intake and triage JIRA Service Desk tickets to ensure priority and urgency identification.o Resolve non-development issues via data and configuration updates.o Identify trends and proactively prioritize development work to improve system performance and user experience. • Customer Interaction: o Interact with end-users to understand their concerns and provide effective solutions.o Communicate technical information in a user-friendly manner.o Collaborate with cross-functional teams to deliver timely resolutions. • Infrastructure Monitoring: o Monitor web application infrastructure, including servers, databases, and services.o Perform regular health checks and ensure optimal performance. • Code Debugging and Troubleshooting: o Analyse application logs and trace issues back to their source.o Debug and fix code issues related to .NET (C#) and legacy VB applications.o Work closely with developers during the resolution process. • Best Practices and Documentation: o Adhere to best practices for application support.o Document common solutions and create knowledge base articles.o Contribute to process improvements. Role holder requirements • Proficiency in .NET (C#) and experience with legacy VB applications.• Familiarity with SQL Server and database management.• Strong problem-solving skills and a customer-centric approach. Remember, as a Web Application Support Analyst , you'll be the bridge between end-users and technical teams, ensuring that our web applications run smoothly and efficiently. If you're passionate about web technologies, enjoy troubleshooting, and have experience with JIRA Service Desk, this role could be a great fit for you! What we can offer you 25 days holiday which increases with length of service.Pension schemeCompany Bonus SchemeCycle to Work scheme.Employee Assistance ProgrammeStaff social eventsRewards and discounts If you have the skills we are looking for, click apply to be considered as our Web Application Support Analyst - we'd love to hear from you!
Mar 29, 2024
Full time
Here at TM Group, we are looking for a Web Application Support Analyst to join our IT team. The role is working full-time Monday to Friday, home based. Overview As a Web Application Support Analyst , your primary responsibility will be to ensure the seamless operation of web-based applications within our organization. You'll play a critical role in maintaining the stability of our systems, resolving technical issues, and providing excellent customer service. Here are the key aspects of your role: Key responsibilities • Incident Management: o Respond promptly to incidents related to web applications.o Diagnose and troubleshoot issues specific to .NET (C#) and legacy VB applications.o Collaborate with development teams to address complex issues. • Technical Support: o Provide "Level 1 & 2" technical support for web applications.o Familiarity with SQL Server databases and the ability to write SQL queries for investigation.o Understand the intricacies of web technologies (HTTP, HTTPS, RESTful APIs). • JIRA Service Desk Integration: o Intake and triage JIRA Service Desk tickets to ensure priority and urgency identification.o Resolve non-development issues via data and configuration updates.o Identify trends and proactively prioritize development work to improve system performance and user experience. • Customer Interaction: o Interact with end-users to understand their concerns and provide effective solutions.o Communicate technical information in a user-friendly manner.o Collaborate with cross-functional teams to deliver timely resolutions. • Infrastructure Monitoring: o Monitor web application infrastructure, including servers, databases, and services.o Perform regular health checks and ensure optimal performance. • Code Debugging and Troubleshooting: o Analyse application logs and trace issues back to their source.o Debug and fix code issues related to .NET (C#) and legacy VB applications.o Work closely with developers during the resolution process. • Best Practices and Documentation: o Adhere to best practices for application support.o Document common solutions and create knowledge base articles.o Contribute to process improvements. Role holder requirements • Proficiency in .NET (C#) and experience with legacy VB applications.• Familiarity with SQL Server and database management.• Strong problem-solving skills and a customer-centric approach. Remember, as a Web Application Support Analyst , you'll be the bridge between end-users and technical teams, ensuring that our web applications run smoothly and efficiently. If you're passionate about web technologies, enjoy troubleshooting, and have experience with JIRA Service Desk, this role could be a great fit for you! What we can offer you 25 days holiday which increases with length of service.Pension schemeCompany Bonus SchemeCycle to Work scheme.Employee Assistance ProgrammeStaff social eventsRewards and discounts If you have the skills we are looking for, click apply to be considered as our Web Application Support Analyst - we'd love to hear from you!
Our client is seeking an entry-level Support Analyst for their Technology department within the professional services industry, based in Canary Wharf. The successful candidate will utilise their skills to provide excellent technical support and contribute to their technology solutions. Client Details Our client is a professional services organisation that operates a variety of projects primarily in London/Canary Wharf. Description 1st Line Support Analyst - City of London Triage incoming requests and incidents via email, telephone, self-service, ensuring appropriate resolutions or escalations to other teams. Maintain service desk platform including its development Resolve desktop problems liaising with users where necessary. Provide support and maintenance for applications on PCs, Macs and iOS including deployment. To have experience in maintaining networking typologies and Windows 10/11 operating system. Provide agile working support (Laptop/Surface Pro/iOS) including Intune enrolment and Apple iOS Software. Ensure that software implementation follows change control guidelines, procedures, and methodology. Deal with common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment). To liaise with the group facilities team to carry out office renovations and user moves and changes. Set up and configuration of meeting rooms and occasional assistance with audio/visual presentations. Profile 1st Line Support Analyst - City of London The successful candidate will need to have experience in the following areas: Strong interpersonal, presentation and customer service skills At least two years working in a PC based environment. Candidate must have proven experience in maintaining and supporting mainstream software products such as Windows 10 and Office 365. An understanding of CISCO routed network topology would be an advantage. Knowledge of Ivanti Endpoint Manager and Microsoft Intune a distinct advantage. Must be self-sufficient, highly motivated, methodical and have an inquisitive mind. Educated to A level or equivalent with the ability to communicate effectively with both technical and non-technical personnel. The analyst will be supporting a large and varied user base. We require a bright and intuitive individual who has good all-round skills and who wishes to be involved in a fast-paced environment. Job Offer 1st Line Support Analyst - City of London Benefits and Salary: An estimated salary range of £22,000 to £32,000 per annum. Generous pension and insurance plans. 25 days holiday Flex scheme Personalised career development plans Health benefits, subsidised gym membership, store discounts and family leave. A vibrant company culture that values innovation and teamwork. Opportunity to work in the bustling heart of Canary Wharf. We encourage those who meet the above criteria to apply for this exciting opportunity in the property in IT industry.
Mar 29, 2024
Full time
Our client is seeking an entry-level Support Analyst for their Technology department within the professional services industry, based in Canary Wharf. The successful candidate will utilise their skills to provide excellent technical support and contribute to their technology solutions. Client Details Our client is a professional services organisation that operates a variety of projects primarily in London/Canary Wharf. Description 1st Line Support Analyst - City of London Triage incoming requests and incidents via email, telephone, self-service, ensuring appropriate resolutions or escalations to other teams. Maintain service desk platform including its development Resolve desktop problems liaising with users where necessary. Provide support and maintenance for applications on PCs, Macs and iOS including deployment. To have experience in maintaining networking typologies and Windows 10/11 operating system. Provide agile working support (Laptop/Surface Pro/iOS) including Intune enrolment and Apple iOS Software. Ensure that software implementation follows change control guidelines, procedures, and methodology. Deal with common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment). To liaise with the group facilities team to carry out office renovations and user moves and changes. Set up and configuration of meeting rooms and occasional assistance with audio/visual presentations. Profile 1st Line Support Analyst - City of London The successful candidate will need to have experience in the following areas: Strong interpersonal, presentation and customer service skills At least two years working in a PC based environment. Candidate must have proven experience in maintaining and supporting mainstream software products such as Windows 10 and Office 365. An understanding of CISCO routed network topology would be an advantage. Knowledge of Ivanti Endpoint Manager and Microsoft Intune a distinct advantage. Must be self-sufficient, highly motivated, methodical and have an inquisitive mind. Educated to A level or equivalent with the ability to communicate effectively with both technical and non-technical personnel. The analyst will be supporting a large and varied user base. We require a bright and intuitive individual who has good all-round skills and who wishes to be involved in a fast-paced environment. Job Offer 1st Line Support Analyst - City of London Benefits and Salary: An estimated salary range of £22,000 to £32,000 per annum. Generous pension and insurance plans. 25 days holiday Flex scheme Personalised career development plans Health benefits, subsidised gym membership, store discounts and family leave. A vibrant company culture that values innovation and teamwork. Opportunity to work in the bustling heart of Canary Wharf. We encourage those who meet the above criteria to apply for this exciting opportunity in the property in IT industry.
London, ASAP Hybrid or Remote Can be a contract or perm Salary: £35k/year Endeavour Recruitment has an exciting opportunity for a Cascade systems Administrator with strong experience to join a major client in the publishing sector in London. The Systems Administrator will be responsible for maintaining the HR System (Cascade) ensuring the system is correctly set up to hold accurate data, functionality and workflow processes and to problem solve technical issues that arise in order that both HR team users and the employee can rely on the system for accurate data and correct workflow process. This role will support and maintain the HR system (Cascade) on a day to day basis and also on the design, development, testing and implementation of new processes and procedures. Key Responsibilities • Maintain the HR System to function correctly in respect of data entry, data fields, screens and the workflow processes and dependencies. • Updating employee and role data in Cascade i.e. updating data on employee benefits, on holidays entitlements, work patterns, setting up new job titles, new departments etc. • Create, test and implement new screens and data fields as required. Create new screens, new fields and functionality to record and process new pay and benefits items, for example Healthcare Plans, Sharesave Plans, new leave types etc. • Produce scheduled HR Reports and respond to requests for new reports to be created and produced • Answer employees questions on HR system functionality and data to resolve HR user and employee issuers. This can across a wide variety of items, for example problems logging into the system, answering individual queries on how annual holidays are calculated and prorated within the system. • Maintaining and updating Company rules within the system such as setting holiday years and entitlements based on variants such as part-time, length of service etc and applying the Company Rules accurately to the relevant employee groups • Perform individual and bulk data uploads to the system, creating excel spreadsheet, importing and exporting to excel • Using document templates to create mail merges from data held in Cascade to produce individual employee letters for events such as annual pay review, annual bonus plan etc. • Be the person who contacts the Vendor s Helpdesk, secure 1st Line support to resolve systems issues and ensure issues are escalated if not resolved • Work closely with internal payroll team to ensure accurate data and synchronisation between HR and Payroll modules of Cascade happen each month • Maintain, allocate and protect User profiles, making sure that users are assigned the correct profile for their access level rights • Process supplier s invoices at system for coding and 1st stage approval for payment • Ad-hoc tasks to support managing HR projects, Reward programme and update HR systems. Knowledge, qualifications and experience • Experience working with a Cascade HR system as Admin level is highly desirable • Proven experience in Excel at intermediate level • Expert using Microsoft Words, Outlook, Teams etc. • Strong numeracy skills and comfortable with calculations. • Customer Service Skills, respond to and resolve user queries in a clear and professional way • Good written and verbal communication skills • Highly organised and able to identify tasks based on priority • Strong time management skills, able to multi-task and meet competing deadlines • Able to maintain confidentiality of personal and sensitive data at all times Apply by sending us your CV or get in touch ASAP for further details.
Mar 29, 2024
Full time
London, ASAP Hybrid or Remote Can be a contract or perm Salary: £35k/year Endeavour Recruitment has an exciting opportunity for a Cascade systems Administrator with strong experience to join a major client in the publishing sector in London. The Systems Administrator will be responsible for maintaining the HR System (Cascade) ensuring the system is correctly set up to hold accurate data, functionality and workflow processes and to problem solve technical issues that arise in order that both HR team users and the employee can rely on the system for accurate data and correct workflow process. This role will support and maintain the HR system (Cascade) on a day to day basis and also on the design, development, testing and implementation of new processes and procedures. Key Responsibilities • Maintain the HR System to function correctly in respect of data entry, data fields, screens and the workflow processes and dependencies. • Updating employee and role data in Cascade i.e. updating data on employee benefits, on holidays entitlements, work patterns, setting up new job titles, new departments etc. • Create, test and implement new screens and data fields as required. Create new screens, new fields and functionality to record and process new pay and benefits items, for example Healthcare Plans, Sharesave Plans, new leave types etc. • Produce scheduled HR Reports and respond to requests for new reports to be created and produced • Answer employees questions on HR system functionality and data to resolve HR user and employee issuers. This can across a wide variety of items, for example problems logging into the system, answering individual queries on how annual holidays are calculated and prorated within the system. • Maintaining and updating Company rules within the system such as setting holiday years and entitlements based on variants such as part-time, length of service etc and applying the Company Rules accurately to the relevant employee groups • Perform individual and bulk data uploads to the system, creating excel spreadsheet, importing and exporting to excel • Using document templates to create mail merges from data held in Cascade to produce individual employee letters for events such as annual pay review, annual bonus plan etc. • Be the person who contacts the Vendor s Helpdesk, secure 1st Line support to resolve systems issues and ensure issues are escalated if not resolved • Work closely with internal payroll team to ensure accurate data and synchronisation between HR and Payroll modules of Cascade happen each month • Maintain, allocate and protect User profiles, making sure that users are assigned the correct profile for their access level rights • Process supplier s invoices at system for coding and 1st stage approval for payment • Ad-hoc tasks to support managing HR projects, Reward programme and update HR systems. Knowledge, qualifications and experience • Experience working with a Cascade HR system as Admin level is highly desirable • Proven experience in Excel at intermediate level • Expert using Microsoft Words, Outlook, Teams etc. • Strong numeracy skills and comfortable with calculations. • Customer Service Skills, respond to and resolve user queries in a clear and professional way • Good written and verbal communication skills • Highly organised and able to identify tasks based on priority • Strong time management skills, able to multi-task and meet competing deadlines • Able to maintain confidentiality of personal and sensitive data at all times Apply by sending us your CV or get in touch ASAP for further details.
Here at TM Group, we are looking for a Web Application Support Analyst to join our IT team. The role is working full-time Monday to Friday, home based. Overview As a Web Application Support Analyst , your primary responsibility will be to ensure the seamless operation of web-based applications within our organization. You ll play a critical role in maintaining the stability of our systems, resolving technical issues, and providing excellent customer service. Here are the key aspects of your role: Key responsibilities • Incident Management: o Respond promptly to incidents related to web applications. o Diagnose and troubleshoot issues specific to .NET (C#) and legacy VB applications. o Collaborate with development teams to address complex issues. • Technical Support: o Provide Level 1 & 2 technical support for web applications. o Familiarity with SQL Server databases and the ability to write SQL queries for investigation. o Understand the intricacies of web technologies (HTTP, HTTPS, RESTful APIs). • JIRA Service Desk Integration: o Intake and triage JIRA Service Desk tickets to ensure priority and urgency identification. o Resolve non-development issues via data and configuration updates. o Identify trends and proactively prioritize development work to improve system performance and user experience. • Customer Interaction: o Interact with end-users to understand their concerns and provide effective solutions. o Communicate technical information in a user-friendly manner. o Collaborate with cross-functional teams to deliver timely resolutions. • Infrastructure Monitoring: o Monitor web application infrastructure, including servers, databases, and services. o Perform regular health checks and ensure optimal performance. • Code Debugging and Troubleshooting: o Analyse application logs and trace issues back to their source. o Debug and fix code issues related to .NET (C#) and legacy VB applications. o Work closely with developers during the resolution process. • Best Practices and Documentation: o Adhere to best practices for application support. o Document common solutions and create knowledge base articles. o Contribute to process improvements. Role holder requirements • Proficiency in .NET (C#) and experience with legacy VB applications. • Familiarity with SQL Server and database management. • Strong problem-solving skills and a customer-centric approach. Remember, as a Web Application Support Analyst , you ll be the bridge between end-users and technical teams, ensuring that our web applications run smoothly and efficiently. If you re passionate about web technologies, enjoy troubleshooting, and have experience with JIRA Service Desk, this role could be a great fit for you! What we can offer you 25 days holiday which increases with length of service. Pension scheme Company Bonus Scheme Cycle to Work scheme. Employee Assistance Programme Staff social events Rewards and discounts If you have the skills we are looking for, click apply to be considered as our Web Application Support Analyst we d love to hear from you!
Mar 29, 2024
Full time
Here at TM Group, we are looking for a Web Application Support Analyst to join our IT team. The role is working full-time Monday to Friday, home based. Overview As a Web Application Support Analyst , your primary responsibility will be to ensure the seamless operation of web-based applications within our organization. You ll play a critical role in maintaining the stability of our systems, resolving technical issues, and providing excellent customer service. Here are the key aspects of your role: Key responsibilities • Incident Management: o Respond promptly to incidents related to web applications. o Diagnose and troubleshoot issues specific to .NET (C#) and legacy VB applications. o Collaborate with development teams to address complex issues. • Technical Support: o Provide Level 1 & 2 technical support for web applications. o Familiarity with SQL Server databases and the ability to write SQL queries for investigation. o Understand the intricacies of web technologies (HTTP, HTTPS, RESTful APIs). • JIRA Service Desk Integration: o Intake and triage JIRA Service Desk tickets to ensure priority and urgency identification. o Resolve non-development issues via data and configuration updates. o Identify trends and proactively prioritize development work to improve system performance and user experience. • Customer Interaction: o Interact with end-users to understand their concerns and provide effective solutions. o Communicate technical information in a user-friendly manner. o Collaborate with cross-functional teams to deliver timely resolutions. • Infrastructure Monitoring: o Monitor web application infrastructure, including servers, databases, and services. o Perform regular health checks and ensure optimal performance. • Code Debugging and Troubleshooting: o Analyse application logs and trace issues back to their source. o Debug and fix code issues related to .NET (C#) and legacy VB applications. o Work closely with developers during the resolution process. • Best Practices and Documentation: o Adhere to best practices for application support. o Document common solutions and create knowledge base articles. o Contribute to process improvements. Role holder requirements • Proficiency in .NET (C#) and experience with legacy VB applications. • Familiarity with SQL Server and database management. • Strong problem-solving skills and a customer-centric approach. Remember, as a Web Application Support Analyst , you ll be the bridge between end-users and technical teams, ensuring that our web applications run smoothly and efficiently. If you re passionate about web technologies, enjoy troubleshooting, and have experience with JIRA Service Desk, this role could be a great fit for you! What we can offer you 25 days holiday which increases with length of service. Pension scheme Company Bonus Scheme Cycle to Work scheme. Employee Assistance Programme Staff social events Rewards and discounts If you have the skills we are looking for, click apply to be considered as our Web Application Support Analyst we d love to hear from you!
Role: 2nd Line Support Engineer Location: Aylesbury Salary: Up to 30,000 D.O.E Industry: Internal and External Interviewing Immediately - Apply Now This award-winning IT company have been providing expert IT solutions in the market for over 25 years. Now, they are looking to strengthen their 2nd Line team to deal with their escalations, installations, migrations, configurations and ongoing support of computers, networks, servers, cloud environments, hardware and software both remotely and on-site for a large range of reputable clients. Key Responsibilities: Provide 2nd Line technical support and assistance in response to customer queries and requests Diagnose and troubleshoot technical issues Monitor, diagnose, and resolve customer incidents Provide technical support and advice to customers Identify and escalate customer incidents to other technical departments Monitor and maintain customer systems and networks Maintain accurate and up-to-date customer records Provide customer training and advice on system usage Maintain customer service levels We are looking for someone with the following skills: Active Directory & Group Policy Office365 DNS / DHCP / TCP/IP Windows Server Windows Operating Systems Networking - Routers & switches APPLY OR SEND YOUR CV DIRECT TO - thomas com - (phone number removed). This role would be suitable for: Helpdesk Support, Application Support, 2nd Line, IT Technician, IT Support Analyst, IT Infrastructure Engineer, Systems Administrator, 1st line, 2nd line, IT Engineer, Internal IT Support, Remote IT Support, Software Support Built on a foundation of industry-leading technology, a world-class team and a scientific approach to building a truly recognisable brand, In Technology Group are fast becoming the UK's most influential IT recruitment company. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 29, 2024
Full time
Role: 2nd Line Support Engineer Location: Aylesbury Salary: Up to 30,000 D.O.E Industry: Internal and External Interviewing Immediately - Apply Now This award-winning IT company have been providing expert IT solutions in the market for over 25 years. Now, they are looking to strengthen their 2nd Line team to deal with their escalations, installations, migrations, configurations and ongoing support of computers, networks, servers, cloud environments, hardware and software both remotely and on-site for a large range of reputable clients. Key Responsibilities: Provide 2nd Line technical support and assistance in response to customer queries and requests Diagnose and troubleshoot technical issues Monitor, diagnose, and resolve customer incidents Provide technical support and advice to customers Identify and escalate customer incidents to other technical departments Monitor and maintain customer systems and networks Maintain accurate and up-to-date customer records Provide customer training and advice on system usage Maintain customer service levels We are looking for someone with the following skills: Active Directory & Group Policy Office365 DNS / DHCP / TCP/IP Windows Server Windows Operating Systems Networking - Routers & switches APPLY OR SEND YOUR CV DIRECT TO - thomas com - (phone number removed). This role would be suitable for: Helpdesk Support, Application Support, 2nd Line, IT Technician, IT Support Analyst, IT Infrastructure Engineer, Systems Administrator, 1st line, 2nd line, IT Engineer, Internal IT Support, Remote IT Support, Software Support Built on a foundation of industry-leading technology, a world-class team and a scientific approach to building a truly recognisable brand, In Technology Group are fast becoming the UK's most influential IT recruitment company. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
2nd Line Senior Service Delivery Analyst Aberdeen, Scotland Salary to 32,000 Are you a seasoned IT professional with a penchant for troubleshooting and problem-solving? Do you possess a keen ability to communicate effectively across diverse user groups? If so, we have an exciting opportunity for you to join our client's team as a 2nd Line Senior Service Delivery Analyst at their regional law firm. Essential Skills: Proficiency in high-level troubleshooting and root cause analysis. Ability to think logically and systematically. Effective communication skills and adeptness in handling a broad spectrum of users. Capability to understand and assess users' abilities. Previous IT support experience. Familiarity with Windows Desktop, Windows Server, Microsoft Office, VMWare, Networking, Microsoft 365, Apple iOS/Android, and Communication Platforms (Teams, Zoom, Webex). Knowledge of Microsoft Active Directory & Group Policy. Desirable Skills: Experience in mentoring junior team members to facilitate learning and development. Capacity to intervene in cases requiring a more meticulous approach. Ability to work autonomously and lead projects to completion when necessary. Demonstrated willingness to assist others at all times. Empathy and understanding towards less technical individuals, with an openness to comprehend their roles within the business. Key Responsibilities: Handle escalated Service Requests from Helpdesk Tickets, Phone, Email, or User Engagement. Serve as an escalation point for helpdesk engineers, maintaining a calm and logical approach in difficult encounters with end-users and during serious incidents. Manage operational time efficiently and provide comprehensive reporting data. Diagnose and resolve technical hardware and software issues to the best of your ability, seeking assistance when necessary. Provide general administration support for the firm's systems. Escalate problems to appropriate levels of support as required. This role may require travel to other offices and therefore you must be able to drive and own your own car. The salary for this role is in the region of 32,000. This is an office-based position at offices in Aberdeen.
Mar 28, 2024
Full time
2nd Line Senior Service Delivery Analyst Aberdeen, Scotland Salary to 32,000 Are you a seasoned IT professional with a penchant for troubleshooting and problem-solving? Do you possess a keen ability to communicate effectively across diverse user groups? If so, we have an exciting opportunity for you to join our client's team as a 2nd Line Senior Service Delivery Analyst at their regional law firm. Essential Skills: Proficiency in high-level troubleshooting and root cause analysis. Ability to think logically and systematically. Effective communication skills and adeptness in handling a broad spectrum of users. Capability to understand and assess users' abilities. Previous IT support experience. Familiarity with Windows Desktop, Windows Server, Microsoft Office, VMWare, Networking, Microsoft 365, Apple iOS/Android, and Communication Platforms (Teams, Zoom, Webex). Knowledge of Microsoft Active Directory & Group Policy. Desirable Skills: Experience in mentoring junior team members to facilitate learning and development. Capacity to intervene in cases requiring a more meticulous approach. Ability to work autonomously and lead projects to completion when necessary. Demonstrated willingness to assist others at all times. Empathy and understanding towards less technical individuals, with an openness to comprehend their roles within the business. Key Responsibilities: Handle escalated Service Requests from Helpdesk Tickets, Phone, Email, or User Engagement. Serve as an escalation point for helpdesk engineers, maintaining a calm and logical approach in difficult encounters with end-users and during serious incidents. Manage operational time efficiently and provide comprehensive reporting data. Diagnose and resolve technical hardware and software issues to the best of your ability, seeking assistance when necessary. Provide general administration support for the firm's systems. Escalate problems to appropriate levels of support as required. This role may require travel to other offices and therefore you must be able to drive and own your own car. The salary for this role is in the region of 32,000. This is an office-based position at offices in Aberdeen.
Job Title: Apprentice IT Technician Location: Oaklands Catholic School and Sixth Form College, Waterlooville, Hampshire Salary: During training Salary is 17,316 FTE or 15,191.46 per annum term-time only Once fully qualified Salary is Support Staff Grade B 22,737 FTE Or 19,947.35 per annum if term -time only Job Type: Full Time / Permanent, 37 hours a week, 52 weeks a year Hours of Work: Monday to Thursday 8.00am to 4.00pm, Friday 8.00am to 3:30pm (with 30-minute unpaid lunch break) Oaklands is a Catholic Academy taking in boys and girls from 11 -18, which has been established by the Diocese of Portsmouth for the education of Catholic children who live within the designated parish catchment area allocated to the school. In addition, Oaklands also takes in a number of children from other Christian denominations whose parents have specifically requested a Catholic education at the school, provided that they satisfy the criteria laid down in the Governors' Admissions Policy. About The Role: The Trustees of the Edith Stein Academy Trust are seeking to appoint an Apprentice IT Technician to join our hardworking, committed, and enthusiastic IT Support Team at Oaklands Catholic School and Sixth Form College in Waterlooville. We hope this will capture your enthusiasm and would like to thank you for your interest in this post. You will join a team of three supporting nearly 2,000 users and 1,200 devices across three schools in the Waterlooville and Portsmouth areas. We support a large number of Windows devices (Desktop PC 's, Laptops, Tablets), as well as network infrastructure such as switches, servers (both physical and virtual) and wireless access points. We also support printers, photocopiers, and classroom equipment such as projectors, and interactive screens. This is on a Windows LAN with an Office 365 environment. We also support CCTV cameras, the school 's phone system, and the sound and lighting equipment in the school hall. You will be expected to play your part in supporting events, such as the annual school play, the Year 7 Disco, or external lettings in the hall on a rota basis. This busy and varied role, which needs to be approached with enthusiasm and cheerfulness and in return, you will receive full training and exposure to a wide variety of technologies which will stand you in good stead for a career in the IT industry. About You: Essential: 5 GCSEs grade 5 to 9 including English and Maths or equivalent Some knowledge of troubleshooting Windows 10 devices Some knowledge of Microsoft Office 365 An awareness of local area networks Demonstratable ability to think logically and take a methodical approach to problem solving Demonstratable organisational ability, such as being able to prioritise and schedule tasks Ability to work with other staff as a team Real interest and enthusiasm for working with technology A desire to progress in the IT Industry The ability to commit to and complete a long-term period of student (Level 3) Apprenticeships typically take 18 months to complete) Good interpersonal skills, able to communicate to people of a wide range of technical and non-technical backgrounds Smart appearance and friendly manner Flexibility and a readiness to undertake a wide range of tasks The following would be desirable: Experience of working in an IT support environment Experience of working in an educational establishment High level of literacy/communication skills, capable of producing documentation written to a high, professional standard Experience of supporting MacOS Experience of supporting Office 365 / Google Classroom Basic TCP/IP networks e.g. setting up a home router, WiFi Experience of scripting, particularly in PowerShell In sympathy with the Catholic ethos of the school, including a commitment to co -operation and helpfulness and a concern for the well -being of others Closing date: Sunday 17th March 2024 (5pm) Interviews: Week commencing 18th March 2024 If you're interested in the role and would like to put yourself forward, please hit APPLY and follow the link to complete your application including all relevant application forms on our website. Please note that incomplete applications will not be accepted. Please attach the application form together with the consent to obtain references form too Candidates with previous job titles and experience of; Cloud Technician, IT Support Engineer, IT Service Engineer, Service Desk Technician, IT Support Technician, Cloud Support Engineer, Support Technician, IT Support, IT Systems Support, IT Support 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician, 2nd Line Support, 2nd Line Support Technician may also be considered for this role.
Mar 28, 2024
Full time
Job Title: Apprentice IT Technician Location: Oaklands Catholic School and Sixth Form College, Waterlooville, Hampshire Salary: During training Salary is 17,316 FTE or 15,191.46 per annum term-time only Once fully qualified Salary is Support Staff Grade B 22,737 FTE Or 19,947.35 per annum if term -time only Job Type: Full Time / Permanent, 37 hours a week, 52 weeks a year Hours of Work: Monday to Thursday 8.00am to 4.00pm, Friday 8.00am to 3:30pm (with 30-minute unpaid lunch break) Oaklands is a Catholic Academy taking in boys and girls from 11 -18, which has been established by the Diocese of Portsmouth for the education of Catholic children who live within the designated parish catchment area allocated to the school. In addition, Oaklands also takes in a number of children from other Christian denominations whose parents have specifically requested a Catholic education at the school, provided that they satisfy the criteria laid down in the Governors' Admissions Policy. About The Role: The Trustees of the Edith Stein Academy Trust are seeking to appoint an Apprentice IT Technician to join our hardworking, committed, and enthusiastic IT Support Team at Oaklands Catholic School and Sixth Form College in Waterlooville. We hope this will capture your enthusiasm and would like to thank you for your interest in this post. You will join a team of three supporting nearly 2,000 users and 1,200 devices across three schools in the Waterlooville and Portsmouth areas. We support a large number of Windows devices (Desktop PC 's, Laptops, Tablets), as well as network infrastructure such as switches, servers (both physical and virtual) and wireless access points. We also support printers, photocopiers, and classroom equipment such as projectors, and interactive screens. This is on a Windows LAN with an Office 365 environment. We also support CCTV cameras, the school 's phone system, and the sound and lighting equipment in the school hall. You will be expected to play your part in supporting events, such as the annual school play, the Year 7 Disco, or external lettings in the hall on a rota basis. This busy and varied role, which needs to be approached with enthusiasm and cheerfulness and in return, you will receive full training and exposure to a wide variety of technologies which will stand you in good stead for a career in the IT industry. About You: Essential: 5 GCSEs grade 5 to 9 including English and Maths or equivalent Some knowledge of troubleshooting Windows 10 devices Some knowledge of Microsoft Office 365 An awareness of local area networks Demonstratable ability to think logically and take a methodical approach to problem solving Demonstratable organisational ability, such as being able to prioritise and schedule tasks Ability to work with other staff as a team Real interest and enthusiasm for working with technology A desire to progress in the IT Industry The ability to commit to and complete a long-term period of student (Level 3) Apprenticeships typically take 18 months to complete) Good interpersonal skills, able to communicate to people of a wide range of technical and non-technical backgrounds Smart appearance and friendly manner Flexibility and a readiness to undertake a wide range of tasks The following would be desirable: Experience of working in an IT support environment Experience of working in an educational establishment High level of literacy/communication skills, capable of producing documentation written to a high, professional standard Experience of supporting MacOS Experience of supporting Office 365 / Google Classroom Basic TCP/IP networks e.g. setting up a home router, WiFi Experience of scripting, particularly in PowerShell In sympathy with the Catholic ethos of the school, including a commitment to co -operation and helpfulness and a concern for the well -being of others Closing date: Sunday 17th March 2024 (5pm) Interviews: Week commencing 18th March 2024 If you're interested in the role and would like to put yourself forward, please hit APPLY and follow the link to complete your application including all relevant application forms on our website. Please note that incomplete applications will not be accepted. Please attach the application form together with the consent to obtain references form too Candidates with previous job titles and experience of; Cloud Technician, IT Support Engineer, IT Service Engineer, Service Desk Technician, IT Support Technician, Cloud Support Engineer, Support Technician, IT Support, IT Systems Support, IT Support 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician, 2nd Line Support, 2nd Line Support Technician may also be considered for this role.
IT Support Engineer / Technical Support Engineer IT Support Engineer / MSP Technical Support Technician. A North Somerset based IT managed service firm need a IT Support Engineer / Technical Support Technician who will be responsible for maintaining clients' computer systems, networks and peripheral equipment, including diagnosis and rectification of hardware, Microsoft 365 software, e-mail, backup and networking issues, over the phone, via remote tools or on site visit. This is an ideal opportunity for a Level 2 technician looking to improve their breadth of experience and exposure and move towards Level 3. The ideal candidate will be an expert in all things Office 365. This role involves 1 week in 7 out of hours support for customers, with overtime paid. This role is based in the Clevedon office 5 days a week. The IT Support Analyst / Technical Support Technician responsibilities include: Troubleshooting Server and Desktop Operating Systems Supporting Office 365 Applications and Platforms Installing computer hardware operating systems/applications remotely and onsite Troubleshooting system/network issues and diagnosing hardware/software faults Providing support, including procedural documentation and relevant reports Supporting the roll-out of new applications and setting up new user accounts / passwords etc. Responding within agreed SLA's to call-outs Prioritising and managing a range of open cases at any one time Establish working relationships with customers and suppliers The IT Support Analyst / Technical Support Engineer will be self-motivated with strong communication skills and outstanding client- facing abilities. You will thrive under pressure and understand the need to deliver faultless customer service. Knowledge / experience should include: Thorough and current knowledge with Office 365, Active Directory, Exchange, Cloud, etc Understanding of Microsoft products like SQL,Teams, Sharepoint Excellent knowledge of Desktop and Office products A proven track record with ability to install, and support server level technology Ability to configure / fault-find technology to include: switches, firewalls, routers, internet connections, printers, wireless solutions, cabling issues The ability to work in a fast pasted, dynamic environment; prioritising and multi-tasking effectively Demonstrate expertise in all activities associated in the provision of a managed service. Has a good eye to recognise new technology as it evolves, with consideration of how it could enhance our customer's systems. The IT Support Engineer / Tech Support salary is 30-32k + benefits Proactive People is an employment agency and employment business
Mar 28, 2024
Full time
IT Support Engineer / Technical Support Engineer IT Support Engineer / MSP Technical Support Technician. A North Somerset based IT managed service firm need a IT Support Engineer / Technical Support Technician who will be responsible for maintaining clients' computer systems, networks and peripheral equipment, including diagnosis and rectification of hardware, Microsoft 365 software, e-mail, backup and networking issues, over the phone, via remote tools or on site visit. This is an ideal opportunity for a Level 2 technician looking to improve their breadth of experience and exposure and move towards Level 3. The ideal candidate will be an expert in all things Office 365. This role involves 1 week in 7 out of hours support for customers, with overtime paid. This role is based in the Clevedon office 5 days a week. The IT Support Analyst / Technical Support Technician responsibilities include: Troubleshooting Server and Desktop Operating Systems Supporting Office 365 Applications and Platforms Installing computer hardware operating systems/applications remotely and onsite Troubleshooting system/network issues and diagnosing hardware/software faults Providing support, including procedural documentation and relevant reports Supporting the roll-out of new applications and setting up new user accounts / passwords etc. Responding within agreed SLA's to call-outs Prioritising and managing a range of open cases at any one time Establish working relationships with customers and suppliers The IT Support Analyst / Technical Support Engineer will be self-motivated with strong communication skills and outstanding client- facing abilities. You will thrive under pressure and understand the need to deliver faultless customer service. Knowledge / experience should include: Thorough and current knowledge with Office 365, Active Directory, Exchange, Cloud, etc Understanding of Microsoft products like SQL,Teams, Sharepoint Excellent knowledge of Desktop and Office products A proven track record with ability to install, and support server level technology Ability to configure / fault-find technology to include: switches, firewalls, routers, internet connections, printers, wireless solutions, cabling issues The ability to work in a fast pasted, dynamic environment; prioritising and multi-tasking effectively Demonstrate expertise in all activities associated in the provision of a managed service. Has a good eye to recognise new technology as it evolves, with consideration of how it could enhance our customer's systems. The IT Support Engineer / Tech Support salary is 30-32k + benefits Proactive People is an employment agency and employment business
Our client is seeking an entry-level Support Analyst for their Technology department within the professional services industry, based in Canary Wharf. The successful candidate will utilise their skills to provide excellent technical support and contribute to their technology solutions. Client Details Our client is a professional services organisation that operates a variety of projects primarily in London/Canary Wharf. Description 1st Line Support Analyst - City of London Triage incoming requests and incidents via email, telephone, self-service, ensuring appropriate resolutions or escalations to other teams. Maintain service desk platform including its development Resolve desktop problems liaising with users where necessary. Provide support and maintenance for applications on PCs, Macs and iOS including deployment. To have experience in maintaining networking typologies and Windows 10/11 operating system. Provide agile working support (Laptop/Surface Pro/iOS) including Intune enrolment and Apple iOS Software. Ensure that software implementation follows change control guidelines, procedures, and methodology. Deal with common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment). To liaise with the group facilities team to carry out office renovations and user moves and changes. Set up and configuration of meeting rooms and occasional assistance with audio/visual presentations. Profile 1st Line Support Analyst - City of London The successful candidate will need to have experience in the following areas: Strong interpersonal, presentation and customer service skills At least two years working in a PC based environment. Candidate must have proven experience in maintaining and supporting mainstream software products such as Windows 10 and Office 365. An understanding of CISCO routed network topology would be an advantage. Knowledge of Ivanti Endpoint Manager and Microsoft Intune a distinct advantage. Must be self-sufficient, highly motivated, methodical and have an inquisitive mind. Educated to A level or equivalent with the ability to communicate effectively with both technical and non-technical personnel. The analyst will be supporting a large and varied user base. We require a bright and intuitive individual who has good all-round skills and who wishes to be involved in a fast-paced environment. Job Offer 1st Line Support Analyst - City of London Benefits and Salary: An estimated salary range of 22,000 to 32,000 per annum. Generous pension and insurance plans. 25 days holiday Flex scheme Personalised career development plans Health benefits, subsidised gym membership, store discounts and family leave. A vibrant company culture that values innovation and teamwork. Opportunity to work in the bustling heart of Canary Wharf. We encourage those who meet the above criteria to apply for this exciting opportunity in the property in IT industry.
Mar 28, 2024
Full time
Our client is seeking an entry-level Support Analyst for their Technology department within the professional services industry, based in Canary Wharf. The successful candidate will utilise their skills to provide excellent technical support and contribute to their technology solutions. Client Details Our client is a professional services organisation that operates a variety of projects primarily in London/Canary Wharf. Description 1st Line Support Analyst - City of London Triage incoming requests and incidents via email, telephone, self-service, ensuring appropriate resolutions or escalations to other teams. Maintain service desk platform including its development Resolve desktop problems liaising with users where necessary. Provide support and maintenance for applications on PCs, Macs and iOS including deployment. To have experience in maintaining networking typologies and Windows 10/11 operating system. Provide agile working support (Laptop/Surface Pro/iOS) including Intune enrolment and Apple iOS Software. Ensure that software implementation follows change control guidelines, procedures, and methodology. Deal with common network connectivity issues (Microsoft Server, Azure, Active Directory, CISCO environment). To liaise with the group facilities team to carry out office renovations and user moves and changes. Set up and configuration of meeting rooms and occasional assistance with audio/visual presentations. Profile 1st Line Support Analyst - City of London The successful candidate will need to have experience in the following areas: Strong interpersonal, presentation and customer service skills At least two years working in a PC based environment. Candidate must have proven experience in maintaining and supporting mainstream software products such as Windows 10 and Office 365. An understanding of CISCO routed network topology would be an advantage. Knowledge of Ivanti Endpoint Manager and Microsoft Intune a distinct advantage. Must be self-sufficient, highly motivated, methodical and have an inquisitive mind. Educated to A level or equivalent with the ability to communicate effectively with both technical and non-technical personnel. The analyst will be supporting a large and varied user base. We require a bright and intuitive individual who has good all-round skills and who wishes to be involved in a fast-paced environment. Job Offer 1st Line Support Analyst - City of London Benefits and Salary: An estimated salary range of 22,000 to 32,000 per annum. Generous pension and insurance plans. 25 days holiday Flex scheme Personalised career development plans Health benefits, subsidised gym membership, store discounts and family leave. A vibrant company culture that values innovation and teamwork. Opportunity to work in the bustling heart of Canary Wharf. We encourage those who meet the above criteria to apply for this exciting opportunity in the property in IT industry.
CEF - City Electrical Factors
Durham, County Durham
About CEF: At CEF we have a bold ambition for growth. We are passionate about delivering an unrivalled service for our customers and providing a strong culture with career opportunities for our people. Across IT we are on an exciting mission to ensure we harness our growth opportunities by designing our technology architecture and solutions for constant evolution. We recognise that technology and data are at the forefront of enabling our business to better serve our customers today and in the future. We have a fast-growing technology team delivering a portfolio of transformative work, expanding our digital options, and upgrading and future-proofing our systems to place us at the forefront of the marketplace. We believe that teams who design, own and run our technology solutions are more connected to the value they create. We are always looking to improve, collaborate and innovate and this is where you come in Life as an IT Service Desk Analyst at CEF (City Electrical Factors): As an IT Service Desk Analyst at City IT, you will be responsible for ensuring that our users receive timely and effective technical assistance. You will be an integral part of our Service Operations department in being that first point of contact for our internal business users, providing technical support and troubleshooting assistance for IT-related issues. You will be responsible for logging and tracking these incidents through a ticketing system (JIRA), resolving them in a timely manner, and escalating complex incidents, as necessary. The IT Service Desk Analyst will be highly motivated and dedicated to providing the highest level of customer service when it comes to resolving these issues. This and excellent problem-solving skills will contribute to the overall productivity and satisfaction of our employees. Your Objectives: Act as the primary contact for IT-related incidents and service requests via various channels, including phone, email, and in-person, ensuring a prompt and efficient initial response. Log and track all incidents and service requests meticulously in the ticketing system, ensuring accurate and timely documentation to meet service level agreements. Provide first-level technical support to address hardware, software, and network-related issues, resolving incidents and service requests efficiently while escalating complex issues to appropriate teams for further investigation and resolution where necessary. Collaborate with other IT teams to facilitate incident resolution, share knowledge, and contribute to end-user training and assistance with IT systems, software applications, and tools. Maintain a high level of professionalism and customer service in interactions with users, continuously update technical knowledge, and actively contribute to the improvement of service desk processes, procedures, and knowledge base documentation. Key Skills and Experience: Previous experience in an IT support/ Customer Service role. Excellent customer service and communication skills Strong knowledge of desktops, laptops, mobile devices, operating systems (Windows, macOS), and common software applications (Microsoft Office, email clients, web browsers, etc.). Strong problem-solving and analytical skills, with the ability to prioritise and manage multiple tasks both independently and collaboratively. Flexibility to work in shifts and participate in an on-call rotation if required. Beneficial Skills and Experience: Familiarity with ITIL principles and best practices for incident management, problem management, and service request management. Knowledge around printers and printer servers (specifically OKI or Brother) CompTIA+ or similar certification. Interview Process: Screening call with Talent Acquisition Team Microsoft Teams call with IT Service Desk Team Lead In Person with End-User Computing Team Lead and Senior Member of the team. Package: Competitive basic salary Annual IT Bonus scheme Our teams predominantly work remotely but we have an award-winning IT Headquarters based in Durham where you will always receive a warm welcome! Pension: 3% ee'e / 3% e'er (Total 6%) Champion Health - a comprehensive physical, mental & financial wellbeing platform, offering bespoke content on all aspects of wellbeing & life including recipes, workouts, blogs and loads of other content for you Free use of the state-of-the-art private gym at our IT Headquarters
Mar 28, 2024
Full time
About CEF: At CEF we have a bold ambition for growth. We are passionate about delivering an unrivalled service for our customers and providing a strong culture with career opportunities for our people. Across IT we are on an exciting mission to ensure we harness our growth opportunities by designing our technology architecture and solutions for constant evolution. We recognise that technology and data are at the forefront of enabling our business to better serve our customers today and in the future. We have a fast-growing technology team delivering a portfolio of transformative work, expanding our digital options, and upgrading and future-proofing our systems to place us at the forefront of the marketplace. We believe that teams who design, own and run our technology solutions are more connected to the value they create. We are always looking to improve, collaborate and innovate and this is where you come in Life as an IT Service Desk Analyst at CEF (City Electrical Factors): As an IT Service Desk Analyst at City IT, you will be responsible for ensuring that our users receive timely and effective technical assistance. You will be an integral part of our Service Operations department in being that first point of contact for our internal business users, providing technical support and troubleshooting assistance for IT-related issues. You will be responsible for logging and tracking these incidents through a ticketing system (JIRA), resolving them in a timely manner, and escalating complex incidents, as necessary. The IT Service Desk Analyst will be highly motivated and dedicated to providing the highest level of customer service when it comes to resolving these issues. This and excellent problem-solving skills will contribute to the overall productivity and satisfaction of our employees. Your Objectives: Act as the primary contact for IT-related incidents and service requests via various channels, including phone, email, and in-person, ensuring a prompt and efficient initial response. Log and track all incidents and service requests meticulously in the ticketing system, ensuring accurate and timely documentation to meet service level agreements. Provide first-level technical support to address hardware, software, and network-related issues, resolving incidents and service requests efficiently while escalating complex issues to appropriate teams for further investigation and resolution where necessary. Collaborate with other IT teams to facilitate incident resolution, share knowledge, and contribute to end-user training and assistance with IT systems, software applications, and tools. Maintain a high level of professionalism and customer service in interactions with users, continuously update technical knowledge, and actively contribute to the improvement of service desk processes, procedures, and knowledge base documentation. Key Skills and Experience: Previous experience in an IT support/ Customer Service role. Excellent customer service and communication skills Strong knowledge of desktops, laptops, mobile devices, operating systems (Windows, macOS), and common software applications (Microsoft Office, email clients, web browsers, etc.). Strong problem-solving and analytical skills, with the ability to prioritise and manage multiple tasks both independently and collaboratively. Flexibility to work in shifts and participate in an on-call rotation if required. Beneficial Skills and Experience: Familiarity with ITIL principles and best practices for incident management, problem management, and service request management. Knowledge around printers and printer servers (specifically OKI or Brother) CompTIA+ or similar certification. Interview Process: Screening call with Talent Acquisition Team Microsoft Teams call with IT Service Desk Team Lead In Person with End-User Computing Team Lead and Senior Member of the team. Package: Competitive basic salary Annual IT Bonus scheme Our teams predominantly work remotely but we have an award-winning IT Headquarters based in Durham where you will always receive a warm welcome! Pension: 3% ee'e / 3% e'er (Total 6%) Champion Health - a comprehensive physical, mental & financial wellbeing platform, offering bespoke content on all aspects of wellbeing & life including recipes, workouts, blogs and loads of other content for you Free use of the state-of-the-art private gym at our IT Headquarters
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as (url removed), Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
Mar 28, 2024
Full time
IT Operations Centre Analyst An exciting opportunity has become available within our IT Operations Centre Team! This is a hybrid working role that can be based in Peterborough or Chesterfield. This is a shift-based position with a mixture of days and nights. This does attract a competitive shift allowance. Role Purpose: Provide server, network and application monitoring including reporting, alerting and basic troubleshooting to ensure system stability across the Markerstudy environment. Manage incidents by responding to and coordinating activities for high priority systems and outage events triggered by existing monitoring tools or tickets dispatched from the Service Desk. Carry out support activities on behalf of other resolver teams as required. Help troubleshoot and solve system and service issues with resolver teams as required. Collaborate with technology colleagues, stakeholders and 3rd party partners. Contribute to a continuous improvement culture which will look to improve practices, knowledge, skills and processes to increase service levels to customers and users. Key Responsibilities: Monitoring - Monitor systems and services, ensuring issues are identified and alerted / escalated appropriately in a timely manner. Incident management Manage Major Incidents ensuring key technical resources are brought together to investigate and resolve. Notification and escalation - Provide accurate and business context communications to stakeholders on service/system issues. Relationship Management - Build and maintain appropriate relationships with internal teams and 3rd Operational activities - Support operational processes, system releases and system maintenance as required. File system - Automating file and folder management including archiving and comparing files. FTP - FTP server file tasks - adding, removing, renaming files, monitoring server. System - Server restart, shutdown, monitoring and troubleshooting. Application - Verify processes running, resource consumption and unauthorised software. Microsoft IIS - Recycling application pools, monitoring web site and creating virtual directories. Security & compliance - Auditing changes to security policies, failed logons, admin accounts. Energy management - Energy management configuration tasks. VMware vSphere Integration - VMware tasks, VM provisioning, snapshots, clone, configure and resolve VMware incidents. Key Skills & Experience Monitoring system experience. Understanding of virtualised infrastructure. Proficient with ticket tracking systems. Knowledge and understanding of enterprise IT infrastructure. Experience within a technology operational team. Proficiency with Microsoft 2003/2008/2016/2019 Server Operating Systems LAN / WAN / WLAN support and trouble shooting. Experience of Cloud Technologies (GCP Azure). Key Competencies Good verbal and written communication skills. Troubleshooting/diagnostic skills. Good documentation and organisation skills. Desire to learn new technologies. Analytical and data driven approach to problem solving. Ability to work well under pressure and juggle many tasks at any given time. Outstanding trouble-shooting and organisational skills. Ability to work well in a team. Why us? Markerstudy Insurance Services Limited (MISL) is one of the largest Managing General Agents in the UK. With a strong presence in the UK motor insurance market, we specialise in niche motor cover, where our solid market knowledge and experience enables us to create highly targeted products. Our success is underpinned by our underwriting strategy to identify and apply special risk factors to the customers advantage. That, and our skilled underwriting technicians who are friendly, accessible and empowered to make decisions. We only transact business through professional UK insurance intermediaries and we take pride in fostering excellent working relationships. Our products feature prominently on Aggregators' sites, such as (url removed), Go Compare and Compare the Market, via our broker partners. What we offer in return? A collaborative and fast paced work environment 25 days annual leave plus of Bank Holidays and the ability to buy an additional five days holiday Health Cash Plan A benefit scheme that offers discounts and cashback on shopping, restaurants, travel and more Life Assurance 4x annual salary Hybrid working model- from either of our offices in Peterborough or Chesterfield
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA s for our contract clients Review and set challenging, but achievable, KPI s and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new go to market service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both vouchers and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial s HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients
Mar 28, 2024
Full time
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA s for our contract clients Review and set challenging, but achievable, KPI s and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new go to market service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both vouchers and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial s HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients