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-
Service Desk Team Lead who has a solid first line and second line technical support background with excellent team leadership experience working within a busy IT Help Desk environment is required for a well-established, global company based in Shirley, Solihull, West Midlands. SALARY: £36,000 pro rata LOCATION: Hybrid with at least 4 Days per Week in the Shirley, Solihull Office JOB TYPE: 12 Month Fixed Term Contract (Full-Time) JOB OVERVIEW We have a fantastic new job opportunity for a Service Desk Team Lead who has a solid first line and second line technical support background with excellent team leadership experience working within a busy IT Help Desk environment. Working as the Service Desk Team Lead you will be the point of technical advice for the Service Desk Team, managing escalated queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. As the Service Desk Team Lead you will lead the Service Desk team, where you will promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be required to team lead 12 members of staff and will need to be in the Shirley office at least 4 days a week. DUTIES Your duties as the Service Desk Team Lead include: Deliver a best-in-class IT Service to all associates. Perform regular service quality audits ensuring that all tickets are managed to the expected standard including ensuring that all tickets are updated regularly Monitor reports including response times, breached and at-risk SLA's, first call resolution rate, 'quick wins', tickets awaiting an update / last customer update and customer satisfaction and take appropriate action to improve performance Oversee the day-to-day operations of the service desk, ensuring swift, accurate, and client-focused resolution of issues. Ensure tickets are logged accurately and call queues are managed efficiently and SLT's are consistently met Perform weekly Quality Assurance activities/audits, including review of in-flight and completed tickets and listening in to live and recorded phone conversations Ensure the P1/P2 processes are being adhered to and personally follow up major issues following successful resolution Address and resolve escalated customer enquiries and support tickets. Provide monthly reports to the Service Desk Manager providing details on team performance, areas of improvement, causes for concern or personnel issues including absences Oversee the processes for key tasks that include JML processing, backup reporting and the recovery of business assets Be involved in PDRs for the IT Engineers and IT Analysts, including setting their objectives and contributing to their development plans Hold regular performance reviews continuously reviewing progress against agreed any objectives Coach and mentor the Service Desk Engineers and Analysts CANDIDATE REQUIREMENTS Must have experience working in a busy Service Desk / IT Help Desk environment Experienced with Service Desk / IT Help Desk policies and procedures Must have experience as a Team Leader in a busy Service Desk / IT Help Desk Team Experience coaching and development of team members Experience in use of ITSM Any experience of Service Now would be beneficial APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-C11981 Full-Time, IT Fixed Term Contract IT Jobs, Careers and Vacancies. Find a new job and work in Solihull, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
Mar 29, 2024
Full time
Service Desk Team Lead who has a solid first line and second line technical support background with excellent team leadership experience working within a busy IT Help Desk environment is required for a well-established, global company based in Shirley, Solihull, West Midlands. SALARY: £36,000 pro rata LOCATION: Hybrid with at least 4 Days per Week in the Shirley, Solihull Office JOB TYPE: 12 Month Fixed Term Contract (Full-Time) JOB OVERVIEW We have a fantastic new job opportunity for a Service Desk Team Lead who has a solid first line and second line technical support background with excellent team leadership experience working within a busy IT Help Desk environment. Working as the Service Desk Team Lead you will be the point of technical advice for the Service Desk Team, managing escalated queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. As the Service Desk Team Lead you will lead the Service Desk team, where you will promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be required to team lead 12 members of staff and will need to be in the Shirley office at least 4 days a week. DUTIES Your duties as the Service Desk Team Lead include: Deliver a best-in-class IT Service to all associates. Perform regular service quality audits ensuring that all tickets are managed to the expected standard including ensuring that all tickets are updated regularly Monitor reports including response times, breached and at-risk SLA's, first call resolution rate, 'quick wins', tickets awaiting an update / last customer update and customer satisfaction and take appropriate action to improve performance Oversee the day-to-day operations of the service desk, ensuring swift, accurate, and client-focused resolution of issues. Ensure tickets are logged accurately and call queues are managed efficiently and SLT's are consistently met Perform weekly Quality Assurance activities/audits, including review of in-flight and completed tickets and listening in to live and recorded phone conversations Ensure the P1/P2 processes are being adhered to and personally follow up major issues following successful resolution Address and resolve escalated customer enquiries and support tickets. Provide monthly reports to the Service Desk Manager providing details on team performance, areas of improvement, causes for concern or personnel issues including absences Oversee the processes for key tasks that include JML processing, backup reporting and the recovery of business assets Be involved in PDRs for the IT Engineers and IT Analysts, including setting their objectives and contributing to their development plans Hold regular performance reviews continuously reviewing progress against agreed any objectives Coach and mentor the Service Desk Engineers and Analysts CANDIDATE REQUIREMENTS Must have experience working in a busy Service Desk / IT Help Desk environment Experienced with Service Desk / IT Help Desk policies and procedures Must have experience as a Team Leader in a busy Service Desk / IT Help Desk Team Experience coaching and development of team members Experience in use of ITSM Any experience of Service Now would be beneficial APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-C11981 Full-Time, IT Fixed Term Contract IT Jobs, Careers and Vacancies. Find a new job and work in Solihull, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.
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.
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 Support Analyst x 3 (ITIL/ITSM) x 2 - Hybrid - Swindon - Progression - FinTech - New! Salary: 36,000 + Excellent Package A leading organization in the FinTech Space requires a number of Graduate/Junior IT Support Analysts to join its fantastic growing team. Key Role Responsibilities: Responsible for the prevention of recurring incidents by determining true root cause, and driving implementation of corrective actions Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed Record all known errors in the Known Errors database Partake in Post Incident reports for all Major Incidents to senior IT leaders, and publish externally within 1 week of the service restoration Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations Lead Problem Management investigations with technical subject matter expert Deliver results of the problem investigation to stakeholders Prevent problems and eliminate recurring incidents proactively through trend analysis within incident/alerting/trending data sources Ideal candidate experience: Some IT Support or Service Desk Experience Experience in Problem Coordination advantageous Must be able to work independently on complex projects Professionally skilled in verbal and written communication skills Knowledge in ITIL Service Operations with focus on Problem Management advantageous Please send CV for full job description and an informal chat. Excellent opportunity to join a market leader growing rapidly in a unique space!
Mar 28, 2024
Full time
IT Support Analyst x 3 (ITIL/ITSM) x 2 - Hybrid - Swindon - Progression - FinTech - New! Salary: 36,000 + Excellent Package A leading organization in the FinTech Space requires a number of Graduate/Junior IT Support Analysts to join its fantastic growing team. Key Role Responsibilities: Responsible for the prevention of recurring incidents by determining true root cause, and driving implementation of corrective actions Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed Record all known errors in the Known Errors database Partake in Post Incident reports for all Major Incidents to senior IT leaders, and publish externally within 1 week of the service restoration Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations Lead Problem Management investigations with technical subject matter expert Deliver results of the problem investigation to stakeholders Prevent problems and eliminate recurring incidents proactively through trend analysis within incident/alerting/trending data sources Ideal candidate experience: Some IT Support or Service Desk Experience Experience in Problem Coordination advantageous Must be able to work independently on complex projects Professionally skilled in verbal and written communication skills Knowledge in ITIL Service Operations with focus on Problem Management advantageous Please send CV for full job description and an informal chat. Excellent opportunity to join a market leader growing rapidly in a unique space!
Your Company: An excellent opportunity has become available within a successful and progressive technology and IT business located in the Greater Southampton area for an Application Support Analyst to join their growing team. This role is vital in ensuring the company provide a seamless service to their customers, which is one of their highest priorities and they pride themselves on continuously delivering this exceptional standard to their clientele at all times. This has led to them rapidly gaining success in the last few years, allowing them to expand their core functions and take on new like-minded members of staff. They have several decades of experience behind them, and now provide their high-quality service to over one thousand customers globally. Your Roles & Responsibilities: While in this role your duties could include but are not limited to: Supporting application software, including ERP Solutions and other similar business applications Providing customer service solutions to clients, whether this is general enquiries or practical resolutions Working through assigned cases, utilising troubleshooting and bug-fixing skills where needed Escalating necessary issues beyond a 1st line capacity to more senior technicians where required Shadowing experienced technicians on more complicated/technical problems to improve understanding and knowledge Interrogating problems and advising the developers Additional ad-hoc and wider supporting duties where required by the Support Manager or other staff What you will need to Apply: The ideal candidate for this role will have prior knowledge and experience with ERP systems and applications such as SAP, Netsuite or Sage among others, and have worked in a support desk environment. You should have a basic understanding at least, of some of the following: Sales, Purchasing Manufacturing, MRP, Financials, Bookkeeping or Stock. You should be well organised and be able to handle a diverse workload. Strong communication and problem-solving skills are essential for the ideal candidate to be successful within this role. What you will get in Return: As the successful candidate for this opportunity, you will receive a salary of up to £30,000, which is dependent upon prior experience and its relevance to this position; alongside additional benefits, such as discretionary bonus and pension contribution available after completion of the probationary period and a good holiday allowance. You'll be a part of an organisation that offer exceptional opportunities for career progression and provide excellent training and development for their employees. This opens up a variety of possible progressive routes for your career to take, depending on your skills, interests and preferences for advancement.If this excellent opportunity interests you then please don't hesitate to apply today!
Mar 28, 2024
Full time
Your Company: An excellent opportunity has become available within a successful and progressive technology and IT business located in the Greater Southampton area for an Application Support Analyst to join their growing team. This role is vital in ensuring the company provide a seamless service to their customers, which is one of their highest priorities and they pride themselves on continuously delivering this exceptional standard to their clientele at all times. This has led to them rapidly gaining success in the last few years, allowing them to expand their core functions and take on new like-minded members of staff. They have several decades of experience behind them, and now provide their high-quality service to over one thousand customers globally. Your Roles & Responsibilities: While in this role your duties could include but are not limited to: Supporting application software, including ERP Solutions and other similar business applications Providing customer service solutions to clients, whether this is general enquiries or practical resolutions Working through assigned cases, utilising troubleshooting and bug-fixing skills where needed Escalating necessary issues beyond a 1st line capacity to more senior technicians where required Shadowing experienced technicians on more complicated/technical problems to improve understanding and knowledge Interrogating problems and advising the developers Additional ad-hoc and wider supporting duties where required by the Support Manager or other staff What you will need to Apply: The ideal candidate for this role will have prior knowledge and experience with ERP systems and applications such as SAP, Netsuite or Sage among others, and have worked in a support desk environment. You should have a basic understanding at least, of some of the following: Sales, Purchasing Manufacturing, MRP, Financials, Bookkeeping or Stock. You should be well organised and be able to handle a diverse workload. Strong communication and problem-solving skills are essential for the ideal candidate to be successful within this role. What you will get in Return: As the successful candidate for this opportunity, you will receive a salary of up to £30,000, which is dependent upon prior experience and its relevance to this position; alongside additional benefits, such as discretionary bonus and pension contribution available after completion of the probationary period and a good holiday allowance. You'll be a part of an organisation that offer exceptional opportunities for career progression and provide excellent training and development for their employees. This opens up a variety of possible progressive routes for your career to take, depending on your skills, interests and preferences for advancement.If this excellent opportunity interests you then please don't hesitate to apply today!
Join Us as Head of Support Location: Milton Keynes Office Salary: Up to 60,000 Are you ready to revolutionise customer support? We are seeking a dynamic and innovative Head of Support to lead a support team into the future. If you exude competence and thrive on innovation, this role is tailored for you. About the company: Our client is at the forefront of AI technology and passionate about using modern methods to elevate their support services. They believe in pushing boundaries, embracing change, and delivering exceptional customer experiences. The Opportunity: As their Head of Support, you're not just managing; you're inspiring and leading a team dedicated to excellence. You understand that strength lies in your people and the community. Your mission is to drive customers' support experience beyond current boundaries, champion innovation, and foster a culture of continuous improvement. The help desk handles over 8,000 tickets per year via our 20 strong 1st, 2nd, and 3rd-line analysts, who have deep application and domain knowledge. They provide the first point of help for customers who are stuck, need advice, or have encountered a snag. As part of the Strategic Management Team, you will lead the support team and deliver a service that customers truly love. What You'll Do as a Head of Support: Lead and inspire a team of 15+ support professionals to deliver outstanding service. Develop and implement innovative support strategies aligned with company objectives. Drive continuous improvement initiatives to optimise processes and enhance efficiency. Foster a culture of collaboration, learning, and growth within the support department. Act as a strategic advisor to senior management, providing insights and recommendations to enhance customer satisfaction. What We're Looking For in a Head of Support: A proven leader with at least three years of experience in senior management, preferably leading a support department. A trailblazer passionate about AI and leveraging modern methods to revolutionise support operations. Excellent communication skills with the ability to influence and inspire others. Strong problem-solving abilities and a proactive approach to overcoming challenges. A customer-centric mindset with a relentless focus on delivering exceptional experiences. Why apply: Be part of a dynamic and innovative team at the forefront of AI technology. Opportunity to make a significant impact and drive meaningful change. Competitive salary of up to 60,000 and attractive benefits package. Collaborative and inclusive work environment that values creativity and diversity. Ready to Lead a Support Revolution? We want to hear from you if you're ready to take on this exciting challenge and lead our support function to new heights! Apply now and join us on our journey to redefine customer excellence.
Mar 28, 2024
Full time
Join Us as Head of Support Location: Milton Keynes Office Salary: Up to 60,000 Are you ready to revolutionise customer support? We are seeking a dynamic and innovative Head of Support to lead a support team into the future. If you exude competence and thrive on innovation, this role is tailored for you. About the company: Our client is at the forefront of AI technology and passionate about using modern methods to elevate their support services. They believe in pushing boundaries, embracing change, and delivering exceptional customer experiences. The Opportunity: As their Head of Support, you're not just managing; you're inspiring and leading a team dedicated to excellence. You understand that strength lies in your people and the community. Your mission is to drive customers' support experience beyond current boundaries, champion innovation, and foster a culture of continuous improvement. The help desk handles over 8,000 tickets per year via our 20 strong 1st, 2nd, and 3rd-line analysts, who have deep application and domain knowledge. They provide the first point of help for customers who are stuck, need advice, or have encountered a snag. As part of the Strategic Management Team, you will lead the support team and deliver a service that customers truly love. What You'll Do as a Head of Support: Lead and inspire a team of 15+ support professionals to deliver outstanding service. Develop and implement innovative support strategies aligned with company objectives. Drive continuous improvement initiatives to optimise processes and enhance efficiency. Foster a culture of collaboration, learning, and growth within the support department. Act as a strategic advisor to senior management, providing insights and recommendations to enhance customer satisfaction. What We're Looking For in a Head of Support: A proven leader with at least three years of experience in senior management, preferably leading a support department. A trailblazer passionate about AI and leveraging modern methods to revolutionise support operations. Excellent communication skills with the ability to influence and inspire others. Strong problem-solving abilities and a proactive approach to overcoming challenges. A customer-centric mindset with a relentless focus on delivering exceptional experiences. Why apply: Be part of a dynamic and innovative team at the forefront of AI technology. Opportunity to make a significant impact and drive meaningful change. Competitive salary of up to 60,000 and attractive benefits package. Collaborative and inclusive work environment that values creativity and diversity. Ready to Lead a Support Revolution? We want to hear from you if you're ready to take on this exciting challenge and lead our support function to new heights! Apply now and join us on our journey to redefine customer excellence.
Lewis Paige Recruitment Ltd
Aberdeen, Aberdeenshire
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.
My client an innovative are an expanding Cybersecurity specialist, is looking to recruit a Tier I SOC Analyst, working hybrid on a 5pm-1am , 1am -9am shift pattern on a rotating basis (circa 37.5 hours per week , to support their continued growth Ideally stemming from a SOC Analyst, IT Helpdesk or other technical related background, our SOC Analyst position provides an exciting opportunity to ensure our clients receive the best possible service whilst protecting their business assets and security. You will help maintain and protect our client's key business assets from threats and risks by monitoring, detecting, analysing, and responding to security incidents. As a Tier 1 SOC Analyst role, this will be an ideal opportunity for an enthusiastic and motivated individual to step into a specialised SOC position. With a key focus on attention to detail and client/stakeholder management, we are looking for someone who is comfortable in a client facing role with the technical skills (training is provided) to triage, respond and resolve to a variety of threats. Please note, this role will be a full-time position based on the provided shift pattern above (flexibility will be required). An overview of the main duties has been provided below: Monitor both customer and internal infrastructure to detect security events and vulnerabilities by using various security tools, SIEM technologies and other security resources. Analyse and investigate various security events to validate security incidents; Perform proactive and reactive security incident handling and escalation where appropriate; Review vulnerability assessments and provide findings with remediation actions; Manage, tune and optimise security tools following best practice and other performance metrics; Respond to customers' tickets and emails, providing assistance with security related issues efficiently and effectively. Collaborate with senior SOC analysts and other cybersecurity stakeholders to mitigate and remediate security threats. Contribute to the development and improvement of SOC processes, procedures, and workflows. Stay up-to-date with the latest cybersecurity threats, trends, and best practices through continuous learning and professional development Skillset, Experience and Qualifications: Previous experience in an IT Helpdesk, IT Support, SOC or related role is essential with the ability to handle and prioritise tickets and issues; Bachelor's degree in computer science, Computer Networks, Information Security or other related technical discipline would be highly desirable; Good knowledge and understanding of networking principles and a variety of operating systems; Strong analytical and problem-solving skills; Experience using SIEM technologies (such as Elastic, Splunk and Log rhythm), firewalls and IDS/IPS technologies would be desirable; Strong organisational skills with a high attention to?detail; Ability to prioritise and handle multiple tasks at any given?time; Proactive and enthusiastic with a can do?attitude; Excellent verbal and written English communication skills, with the ability to influence; Passionate about security and networks; Ability to work on own initiative as well as being a team player.
Mar 28, 2024
Full time
My client an innovative are an expanding Cybersecurity specialist, is looking to recruit a Tier I SOC Analyst, working hybrid on a 5pm-1am , 1am -9am shift pattern on a rotating basis (circa 37.5 hours per week , to support their continued growth Ideally stemming from a SOC Analyst, IT Helpdesk or other technical related background, our SOC Analyst position provides an exciting opportunity to ensure our clients receive the best possible service whilst protecting their business assets and security. You will help maintain and protect our client's key business assets from threats and risks by monitoring, detecting, analysing, and responding to security incidents. As a Tier 1 SOC Analyst role, this will be an ideal opportunity for an enthusiastic and motivated individual to step into a specialised SOC position. With a key focus on attention to detail and client/stakeholder management, we are looking for someone who is comfortable in a client facing role with the technical skills (training is provided) to triage, respond and resolve to a variety of threats. Please note, this role will be a full-time position based on the provided shift pattern above (flexibility will be required). An overview of the main duties has been provided below: Monitor both customer and internal infrastructure to detect security events and vulnerabilities by using various security tools, SIEM technologies and other security resources. Analyse and investigate various security events to validate security incidents; Perform proactive and reactive security incident handling and escalation where appropriate; Review vulnerability assessments and provide findings with remediation actions; Manage, tune and optimise security tools following best practice and other performance metrics; Respond to customers' tickets and emails, providing assistance with security related issues efficiently and effectively. Collaborate with senior SOC analysts and other cybersecurity stakeholders to mitigate and remediate security threats. Contribute to the development and improvement of SOC processes, procedures, and workflows. Stay up-to-date with the latest cybersecurity threats, trends, and best practices through continuous learning and professional development Skillset, Experience and Qualifications: Previous experience in an IT Helpdesk, IT Support, SOC or related role is essential with the ability to handle and prioritise tickets and issues; Bachelor's degree in computer science, Computer Networks, Information Security or other related technical discipline would be highly desirable; Good knowledge and understanding of networking principles and a variety of operating systems; Strong analytical and problem-solving skills; Experience using SIEM technologies (such as Elastic, Splunk and Log rhythm), firewalls and IDS/IPS technologies would be desirable; Strong organisational skills with a high attention to?detail; Ability to prioritise and handle multiple tasks at any given?time; Proactive and enthusiastic with a can do?attitude; Excellent verbal and written English communication skills, with the ability to influence; Passionate about security and networks; Ability to work on own initiative as well as being a team player.
Role Title: Development Analyst Location: Peterborough (Occasional Travel to other Local Offices) Salary: £24,000 - £28,000 We are recruiting for a Development Analyst role on behalf of our client. This position is an integral part of a small in-house development team, focusing on providing top-tier IT development services. This role may appeal to a former developer looking to transition into business analysis, technical authorship, or QA, as well as graduates or apprentices looking for a pathway into software development. The Role: As an IT Developments Analyst, you will: Understand business requirements and end-user expectations to ensure successful adoption of solutions Distil high-level objectives into technical definitions to aid agile software development Support solution reviews during the development phase, providing feedback to both developers and end-users Prepare and deliver demonstrations and skills transfer sessions regarding new and existing systems Develop business solutions using no code/low code platforms Create technical documentation of developments Provide routine maintenance of code Develop software solutions under the supervision of the development team Offer technical support for solutions in response to calls referred via the helpdesk Assist with project launch and initial post go-live support The Candidate: The ideal IT Developments Analyst will have: Minimum of 3 years' experience in a relevant IT role Experience of working with stakeholders at all levels and presenting and discussing at a senior level Excellent understanding of technology and its impact on the business Some experience of Microsoft programming and database environments Excellent interpersonal skills and the ability to quickly learn new software and business processes Demonstrable problem-solving ability and a high level of understanding of technical issues Ability to work well under pressure and manage workloads Highly developed organisational and time management skills Flexibility, self-motivation, and a willingness to get hands-on If you're an IT professional with a passion for development and a desire to work in a supportive and dynamic environment, this IT Developments Analyst role could be the perfect opportunity for you. Apply today to take the next step in your career.Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.
Mar 28, 2024
Full time
Role Title: Development Analyst Location: Peterborough (Occasional Travel to other Local Offices) Salary: £24,000 - £28,000 We are recruiting for a Development Analyst role on behalf of our client. This position is an integral part of a small in-house development team, focusing on providing top-tier IT development services. This role may appeal to a former developer looking to transition into business analysis, technical authorship, or QA, as well as graduates or apprentices looking for a pathway into software development. The Role: As an IT Developments Analyst, you will: Understand business requirements and end-user expectations to ensure successful adoption of solutions Distil high-level objectives into technical definitions to aid agile software development Support solution reviews during the development phase, providing feedback to both developers and end-users Prepare and deliver demonstrations and skills transfer sessions regarding new and existing systems Develop business solutions using no code/low code platforms Create technical documentation of developments Provide routine maintenance of code Develop software solutions under the supervision of the development team Offer technical support for solutions in response to calls referred via the helpdesk Assist with project launch and initial post go-live support The Candidate: The ideal IT Developments Analyst will have: Minimum of 3 years' experience in a relevant IT role Experience of working with stakeholders at all levels and presenting and discussing at a senior level Excellent understanding of technology and its impact on the business Some experience of Microsoft programming and database environments Excellent interpersonal skills and the ability to quickly learn new software and business processes Demonstrable problem-solving ability and a high level of understanding of technical issues Ability to work well under pressure and manage workloads Highly developed organisational and time management skills Flexibility, self-motivation, and a willingness to get hands-on If you're an IT professional with a passion for development and a desire to work in a supportive and dynamic environment, this IT Developments Analyst role could be the perfect opportunity for you. Apply today to take the next step in your career.Coburg Banks Limited is acting as an Employment Agency in relation to this vacancy.
Arcas Technology is partnered with a leading healthcare provider based in Ipswich. They are seeking a skilled Senior Cyber Security Analyst to join their team on a permanent basis. As a vital member of a dynamic team, you'll play a pivotal role in ensuring the security of information assets across multiple businesses. This role offers a blend of independent work and collaborative efforts within a supportive team environment. Responsibilities: Serve as a reference point for all IT, Information Security, and Cyber Security queries. Manage the Security Operations Centre Queue, providing exceptional service in handling requests. Produce a Cyber Security Recommendations proposal. Line manage a team of Cyber Security Analysts. Provide technical support to various IT teams. Offer onsite and remote assistance for IT and Cyber Security tasks. Document security breaches and assess their impact. Develop and implement information security solutions and policies. Attend information security conferences and forums. Skills and Abilities: Ability to communicate effectively and work under pressure Strong interpersonal skills for effective teamwork Task planning and prioritisation abilities Windows 7/8/10, Desktop, Laptop, Mobile Phones and tablets Windows Server, Linux Distributions, Azure Cloud Experience with Security Incident and Event Management (SIEM) Experience with vulnerability scanning tools such as Nessus / Tennable.IO Experience with Cyber Security, risk management, ISO 27001 and Cyber Essentials Plus Experience with Microsoft Intune Experience with Microsoft Defender Experience with Multiple Firewall Vendors Active Directory, Group Policies and File Servers Network and system monitoring Routine system administration If you believe that you are well-suited for this role, we kindly request you to submit your CV to Andy Dale at Arcas Technology.
Mar 28, 2024
Full time
Arcas Technology is partnered with a leading healthcare provider based in Ipswich. They are seeking a skilled Senior Cyber Security Analyst to join their team on a permanent basis. As a vital member of a dynamic team, you'll play a pivotal role in ensuring the security of information assets across multiple businesses. This role offers a blend of independent work and collaborative efforts within a supportive team environment. Responsibilities: Serve as a reference point for all IT, Information Security, and Cyber Security queries. Manage the Security Operations Centre Queue, providing exceptional service in handling requests. Produce a Cyber Security Recommendations proposal. Line manage a team of Cyber Security Analysts. Provide technical support to various IT teams. Offer onsite and remote assistance for IT and Cyber Security tasks. Document security breaches and assess their impact. Develop and implement information security solutions and policies. Attend information security conferences and forums. Skills and Abilities: Ability to communicate effectively and work under pressure Strong interpersonal skills for effective teamwork Task planning and prioritisation abilities Windows 7/8/10, Desktop, Laptop, Mobile Phones and tablets Windows Server, Linux Distributions, Azure Cloud Experience with Security Incident and Event Management (SIEM) Experience with vulnerability scanning tools such as Nessus / Tennable.IO Experience with Cyber Security, risk management, ISO 27001 and Cyber Essentials Plus Experience with Microsoft Intune Experience with Microsoft Defender Experience with Multiple Firewall Vendors Active Directory, Group Policies and File Servers Network and system monitoring Routine system administration If you believe that you are well-suited for this role, we kindly request you to submit your CV to Andy Dale at Arcas Technology.
Macildowie Recruitment and Retention
Tamworth, Staffordshire
Location: Tamworth - with potential to work from remotely 2/3 days a week Salary: Above Market Average Salary + Overtime (Paid at Time and a Half) + Microsoft Qualifications Allowance Hours: Monday to Friday, 40 hours a week (with potential flexibility on start/finish times) Overview: Working for a highly successful Microsoft Gold Partner IT Managed Services company, the 3rd Line Support Analyst is responsible for technically escalated helpdesk calls, providing 3rd line full systems troubleshooting support during major incidents. Housekeeping and maintenance on a variety of system and network infrastructures, mentoring and supporting 1st and 2nd line teams. This company takes the development of their IT Support teams at all levels so seriously that they pay for you to do Microsoft qualifications - and you're rewarded with a salary increase when you've completed them. Responsibilities: Troubleshoot and resolve service calls escalated to 3rd line level General housekeeping and maintenance on a variety of system and network infrastructures Assist and mentor Helpdesk Analysts and Senior Helpdesk Analysts with general support queries prior to escalation Ensure clients are fully informed of developments related to their outstanding issues Keep service management teams appraised of all escalated calls Involvement in customer projects including application deployment and systems / network maintenance Occasional involvement in system rollouts, working alongside Technical Consultants to deliver new network deployments to our customers Following best practices when making changes to client networks Ensuring change control requests are completed for the relevant clients Liaison with Technical Consultants and Field Engineers on escalated calls Inclusion in an 'out of hours' standby rota Upkeep of the Monitoring Platform Backup Management Patching OS/AV The Team: A dedicated 3rd line team which is part of a wider service desk Essential Experience: Strong knowledge of Windows desktop environments from Windows Vista and above Strong knowledge of Windows server environments from Server 2008 and above Strong knowledge of Active Directory administration and troubleshooting Group Policies (creation and management of what are they, logon scripts and PowerShell) Strong knowledge of Exchange organisation troubleshooting (including fail over) Strong knowledge of Office support 2007/2010/2013/2016 Knowledge of Office 365 troubleshooting, migration and management of user accounts Knowledge and experience working with SAN and LAN/WAN technology Miscellaneous: Monday to Friday, 40 hours a week 23 days annual leave rising to 27 Qualifications allowance payable upon successful completion of funded accreditations Overtime allowance This is a brilliant opportunity for any IT professionals who want to work for a company that is stable, successful, and take your career development seriously. Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography. Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. If you would like information on how we will process your data please go to our website (macildowie) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise. Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.
Mar 27, 2024
Full time
Location: Tamworth - with potential to work from remotely 2/3 days a week Salary: Above Market Average Salary + Overtime (Paid at Time and a Half) + Microsoft Qualifications Allowance Hours: Monday to Friday, 40 hours a week (with potential flexibility on start/finish times) Overview: Working for a highly successful Microsoft Gold Partner IT Managed Services company, the 3rd Line Support Analyst is responsible for technically escalated helpdesk calls, providing 3rd line full systems troubleshooting support during major incidents. Housekeeping and maintenance on a variety of system and network infrastructures, mentoring and supporting 1st and 2nd line teams. This company takes the development of their IT Support teams at all levels so seriously that they pay for you to do Microsoft qualifications - and you're rewarded with a salary increase when you've completed them. Responsibilities: Troubleshoot and resolve service calls escalated to 3rd line level General housekeeping and maintenance on a variety of system and network infrastructures Assist and mentor Helpdesk Analysts and Senior Helpdesk Analysts with general support queries prior to escalation Ensure clients are fully informed of developments related to their outstanding issues Keep service management teams appraised of all escalated calls Involvement in customer projects including application deployment and systems / network maintenance Occasional involvement in system rollouts, working alongside Technical Consultants to deliver new network deployments to our customers Following best practices when making changes to client networks Ensuring change control requests are completed for the relevant clients Liaison with Technical Consultants and Field Engineers on escalated calls Inclusion in an 'out of hours' standby rota Upkeep of the Monitoring Platform Backup Management Patching OS/AV The Team: A dedicated 3rd line team which is part of a wider service desk Essential Experience: Strong knowledge of Windows desktop environments from Windows Vista and above Strong knowledge of Windows server environments from Server 2008 and above Strong knowledge of Active Directory administration and troubleshooting Group Policies (creation and management of what are they, logon scripts and PowerShell) Strong knowledge of Exchange organisation troubleshooting (including fail over) Strong knowledge of Office support 2007/2010/2013/2016 Knowledge of Office 365 troubleshooting, migration and management of user accounts Knowledge and experience working with SAN and LAN/WAN technology Miscellaneous: Monday to Friday, 40 hours a week 23 days annual leave rising to 27 Qualifications allowance payable upon successful completion of funded accreditations Overtime allowance This is a brilliant opportunity for any IT professionals who want to work for a company that is stable, successful, and take your career development seriously. Please put your home postcode on your CV when applying. Our recruitment tech uses this to make sure your CV is reviewed by the relevant consultant, for the relevant job(s), in the relevant geography. Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process. If you would like information on how we will process your data please go to our website (macildowie) and view our fair processing notices which are located at the bottom of the page under privacy policies. Within the fair processing notice for Candidates there is guidance on how to amend your contact preferences or exercise your rights relating to personal data. We can't provide direct links as email address and website urls within our job adverts are removed by some of the websites on which we advertise. Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.
Our client is seeking a Senior Service Desk Analyst to join their team, based in Reigate. MFK Recruitment has successfully recruited 17 individuals for this well-established company in the past few years. Extremely ambitious company and they're very interested in having individuals join their team who are keen to progress and succeed. The successful Senior Service Desk Analyst will be based at my client's office in Reigate, there will also be some occasional local travel to visit customers' sites, so it is essential for the Senior Service Desk Analyst to have their own transport. Senior Service Desk Analyst - Responsibilities & Duties : To manage all incidents and customer requests from receipt to resolution and closure Troubleshoot and diagnose desktop and system problems and assist remotely within Sweethaven SLA's. To resolve incidents escalated from the service desk support team and ensure knowledge is shared back to the technician. Respond to user software or hardware queries via ticket or phone. Update the ticketing system, ensuring all calls have been logged and all notes are completed and up to date. Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team. Assistance with On-site visits and Projects. Skills / Experience / Qualifications Minimum 2 years' experience in a fast-paced IT support role with an escalation focus. GCSE/A Levels/Degree - A relevant course to IT Experience in a customer service environment Strong communication and customer service skills Ability to work independently and take initiative Strong work ethic and ability to work in a dynamic work environment. Driving License and Vehicle Technical experience & Skills: Windows Server Active Directory - configures sites and services, resolve issues Office 365 Administration and Endpoint Manager Switches - install and configure, setup VLAN's, tagging, breakdown, and troubleshoot issues Install, configure, troubleshoot issue, using: All MS Windows desktop platforms & all MS Office desktop applications Firewalls, routers & VPN's - install, configure and troubleshoot (Desirable)
Mar 27, 2024
Full time
Our client is seeking a Senior Service Desk Analyst to join their team, based in Reigate. MFK Recruitment has successfully recruited 17 individuals for this well-established company in the past few years. Extremely ambitious company and they're very interested in having individuals join their team who are keen to progress and succeed. The successful Senior Service Desk Analyst will be based at my client's office in Reigate, there will also be some occasional local travel to visit customers' sites, so it is essential for the Senior Service Desk Analyst to have their own transport. Senior Service Desk Analyst - Responsibilities & Duties : To manage all incidents and customer requests from receipt to resolution and closure Troubleshoot and diagnose desktop and system problems and assist remotely within Sweethaven SLA's. To resolve incidents escalated from the service desk support team and ensure knowledge is shared back to the technician. Respond to user software or hardware queries via ticket or phone. Update the ticketing system, ensuring all calls have been logged and all notes are completed and up to date. Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team. Assistance with On-site visits and Projects. Skills / Experience / Qualifications Minimum 2 years' experience in a fast-paced IT support role with an escalation focus. GCSE/A Levels/Degree - A relevant course to IT Experience in a customer service environment Strong communication and customer service skills Ability to work independently and take initiative Strong work ethic and ability to work in a dynamic work environment. Driving License and Vehicle Technical experience & Skills: Windows Server Active Directory - configures sites and services, resolve issues Office 365 Administration and Endpoint Manager Switches - install and configure, setup VLAN's, tagging, breakdown, and troubleshoot issues Install, configure, troubleshoot issue, using: All MS Windows desktop platforms & all MS Office desktop applications Firewalls, routers & VPN's - install, configure and troubleshoot (Desirable)
Devonshire Hayes have partnered with a Leading London Market Insurer client to help them secure an Service Desk Analyst. Your key focus in this role will be that of providing 1st / 2nd level support through taking calls and handling the resulting incidents or Service Requests via the Service Now, supporting offices internationally as well as in the UK. You will be tasked with the following: Monitor the Service Desk system, identify the priority level of the Service Desk requests/calls received and solving issues or reallocating to colleagues/raising with senior members of the team where applicable. It will also include configuration of all P.C.'s/Laptops/Surfaces used within the group, all Printers used within the group, Mobile Devices within the group Ensure that Backups are performed daily on the servers in your principle office. Ensure that all office hardware is maintained to a good working standard Ensure that the support tasks within Group IT are carried out in a professional and timely manner. Utilising the Service Desk system to effectively log the nature of support queries / manage workload and prioritise support tasks according to service levels set by the business. To be successful in this role, you should: 3+ years' experience in a similar role Advanced knowledge of O365 Knowledge of Active Directory and MS Exchange / O365 suite of products Knowledge/background of working with computers Insurance background is beneficial
Mar 26, 2024
Full time
Devonshire Hayes have partnered with a Leading London Market Insurer client to help them secure an Service Desk Analyst. Your key focus in this role will be that of providing 1st / 2nd level support through taking calls and handling the resulting incidents or Service Requests via the Service Now, supporting offices internationally as well as in the UK. You will be tasked with the following: Monitor the Service Desk system, identify the priority level of the Service Desk requests/calls received and solving issues or reallocating to colleagues/raising with senior members of the team where applicable. It will also include configuration of all P.C.'s/Laptops/Surfaces used within the group, all Printers used within the group, Mobile Devices within the group Ensure that Backups are performed daily on the servers in your principle office. Ensure that all office hardware is maintained to a good working standard Ensure that the support tasks within Group IT are carried out in a professional and timely manner. Utilising the Service Desk system to effectively log the nature of support queries / manage workload and prioritise support tasks according to service levels set by the business. To be successful in this role, you should: 3+ years' experience in a similar role Advanced knowledge of O365 Knowledge of Active Directory and MS Exchange / O365 suite of products Knowledge/background of working with computers Insurance background is beneficial
Senior Service Desk Analyst - 1st / 2nd / 3rd Line Digital agency in the heart of Leeds is looking for a Senior Service Desk Analyst to join their team. This is a relaxed and informal working environment with lovely offices, free breakfast, subsidied lunch and a vibrant social scene. Supporting a sizable team of c.200 employees, you will be onsite for 4 days per week, 1 day working from home if desired. More about the role: Mentoring a junior member of the team, acting as an escalation point to users and the wider IT team. Offering best in class 1st, 2nd and 3rd line phone and in person support. You will be required to answer and log all calls (within SLA), and provide assistance, support and troubleshooting, aiming for First Contact resolution wherever possible and escalating to the appropriate team when necessary. You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be dealt with quickly and effectively. You will manage personal workload, ensuring that all tickets are updated regularly. Ensuring procedures are followed correctly to ensure a consistent approach to support across the team. Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication. Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required. You will support AV / meetings in the building. You will deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary. About you: Fantastic telephone manner and customer oriented. Great communication skills; Able to give customers confidence that you are able to resolve issues and can explain technical issues to non-technical people. Solid 2-4 years experience in IT Support working on a broad range of issues. Able to show you take ownership and see things through; even when you don't know the answer, a willingness to learn, find out, try to help, before passing it on to someone else. Technically, you will have experience supporting Windows and O365. Please apply today for immediate CV review. Kinetech is acting as a recruiter in relation to this vacancy. See our website for more information on how we handle your data.
Mar 26, 2024
Full time
Senior Service Desk Analyst - 1st / 2nd / 3rd Line Digital agency in the heart of Leeds is looking for a Senior Service Desk Analyst to join their team. This is a relaxed and informal working environment with lovely offices, free breakfast, subsidied lunch and a vibrant social scene. Supporting a sizable team of c.200 employees, you will be onsite for 4 days per week, 1 day working from home if desired. More about the role: Mentoring a junior member of the team, acting as an escalation point to users and the wider IT team. Offering best in class 1st, 2nd and 3rd line phone and in person support. You will be required to answer and log all calls (within SLA), and provide assistance, support and troubleshooting, aiming for First Contact resolution wherever possible and escalating to the appropriate team when necessary. You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be dealt with quickly and effectively. You will manage personal workload, ensuring that all tickets are updated regularly. Ensuring procedures are followed correctly to ensure a consistent approach to support across the team. Provide regular updates to customers and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication. Provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs, laptops and peripherals as required. You will support AV / meetings in the building. You will deal with a wide range of support calls including password resets, Office 365, Microsoft Windows 10, MAC OS, Adobe Creative Cloud, resolving where possible and escalating to the relevant team if necessary. About you: Fantastic telephone manner and customer oriented. Great communication skills; Able to give customers confidence that you are able to resolve issues and can explain technical issues to non-technical people. Solid 2-4 years experience in IT Support working on a broad range of issues. Able to show you take ownership and see things through; even when you don't know the answer, a willingness to learn, find out, try to help, before passing it on to someone else. Technically, you will have experience supporting Windows and O365. Please apply today for immediate CV review. Kinetech is acting as a recruiter in relation to this vacancy. See our website for more information on how we handle your data.
Senior IT Service Desk Analyst Global Law Firm Permanent role - £47,000 + up to 10% bonus Are you an IT Support Analyst looking for the opportunity to progress into team leading? Have you got experience of working as an IT Support Analyst at a law firm? In this exciting Senior IT Support role working for a prestigious London law firm, you will be responsible for helping lead a team as well as providing a range of support for all technology systems. Working in a progressive and encouraging environment, you will be able to oversee the day to day activities of the helpdesk whilst dealing with escalations and providing technical support. You will be managing the call queue, allocating tasks, dealing with high priority tickets and deputising for the Service Desk Manager. Your skills: You will be an IT Support Analyst looking for progression into an exciting Team Leader role You will have some experience of leading or mentoring IT Support Analysts in a previous role You will have experience of working in a law firm and good knowledge of legal specific applications e.g. iManage, Filesite, Worksite etc 5+ years' experience within IT Support Your responsibilities: In this technical hands on team leader position, you will provide 1st and 2nd line support for the following: iManage DMS Office 365 Microsoft Teams Windows 10 Active Directory Hardware Due to the nature of the role, you will be required onsite 5 days per week. If this sounds of interest, hit APPLY now!
Mar 25, 2024
Full time
Senior IT Service Desk Analyst Global Law Firm Permanent role - £47,000 + up to 10% bonus Are you an IT Support Analyst looking for the opportunity to progress into team leading? Have you got experience of working as an IT Support Analyst at a law firm? In this exciting Senior IT Support role working for a prestigious London law firm, you will be responsible for helping lead a team as well as providing a range of support for all technology systems. Working in a progressive and encouraging environment, you will be able to oversee the day to day activities of the helpdesk whilst dealing with escalations and providing technical support. You will be managing the call queue, allocating tasks, dealing with high priority tickets and deputising for the Service Desk Manager. Your skills: You will be an IT Support Analyst looking for progression into an exciting Team Leader role You will have some experience of leading or mentoring IT Support Analysts in a previous role You will have experience of working in a law firm and good knowledge of legal specific applications e.g. iManage, Filesite, Worksite etc 5+ years' experience within IT Support Your responsibilities: In this technical hands on team leader position, you will provide 1st and 2nd line support for the following: iManage DMS Office 365 Microsoft Teams Windows 10 Active Directory Hardware Due to the nature of the role, you will be required onsite 5 days per week. If this sounds of interest, hit APPLY now!
IT Support Manager Law Firm - Birmingham Are you a Senior IT Analyst or IT Support Manager looking for a new challenge? Have you got experience of working for a law firm? In this exciting IT Support Manager role working for a prestigious law firm, you will be responsible for building up and managing a team as well as providing hands on technical support. Working in a progressive and encouraging environment, you will be overseeing the day to day activities of the service desk function whilst working closely with 3rd parties and stakeholders. This role will enable you to work from home 1-2 days per week, giving you that all important work/life balance! Your skills: You will have experience of leading and mentoring a service desk / desktop team in a previous role The client will look at a senior support analyst stepping up into a team leading role You will have experience of working in a law firm and good knowledge of legal specific applications e.g. iManage, Filesite, Worksite etc Your responsibilities: In this technical hands on managerial position, you will provide 1st and 2nd line support for the following: iManage DMS Office 365 Windows 10 Azure AD Hardware Some travel will be required to other offices in the UK - expenses paid! If this sounds of interest, hit APPLY now!
Mar 25, 2024
Full time
IT Support Manager Law Firm - Birmingham Are you a Senior IT Analyst or IT Support Manager looking for a new challenge? Have you got experience of working for a law firm? In this exciting IT Support Manager role working for a prestigious law firm, you will be responsible for building up and managing a team as well as providing hands on technical support. Working in a progressive and encouraging environment, you will be overseeing the day to day activities of the service desk function whilst working closely with 3rd parties and stakeholders. This role will enable you to work from home 1-2 days per week, giving you that all important work/life balance! Your skills: You will have experience of leading and mentoring a service desk / desktop team in a previous role The client will look at a senior support analyst stepping up into a team leading role You will have experience of working in a law firm and good knowledge of legal specific applications e.g. iManage, Filesite, Worksite etc Your responsibilities: In this technical hands on managerial position, you will provide 1st and 2nd line support for the following: iManage DMS Office 365 Windows 10 Azure AD Hardware Some travel will be required to other offices in the UK - expenses paid! If this sounds of interest, hit APPLY now!
This is a new vacancy for an IT Service Desk Analyst to work for a supportive and successful business just outside of Norwich. In your new role you will work closely with the Senior Manager and take responsibility for triaging incoming requests from external clients and internal teams to provide effective technical support. No two days will be the same and as you grow in confidence you will be given the chance to be involved in more complex support requests, IT project work and working with the team to improve service delivery process. To be successful it is likely that you will have: An enthusiasm for IT hardware and software Commercial experience of IT support Good problem-solving skills The capability to communicate effectively - written & verbal An understanding of SQL, although not essential, would be a distinct advantage In return they are offering A salary of circa £30,000 + bonus 25 days holiday + bank holidays Access to professional training and career progression pension If you are looking for a position that will provide you the opportunity to progress, please apply now and I will be in touch to discuss the role further.
Mar 25, 2024
Full time
This is a new vacancy for an IT Service Desk Analyst to work for a supportive and successful business just outside of Norwich. In your new role you will work closely with the Senior Manager and take responsibility for triaging incoming requests from external clients and internal teams to provide effective technical support. No two days will be the same and as you grow in confidence you will be given the chance to be involved in more complex support requests, IT project work and working with the team to improve service delivery process. To be successful it is likely that you will have: An enthusiasm for IT hardware and software Commercial experience of IT support Good problem-solving skills The capability to communicate effectively - written & verbal An understanding of SQL, although not essential, would be a distinct advantage In return they are offering A salary of circa £30,000 + bonus 25 days holiday + bank holidays Access to professional training and career progression pension If you are looking for a position that will provide you the opportunity to progress, please apply now and I will be in touch to discuss the role further.