Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure/IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: * VMware management & maintenance. * Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. * Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. * An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point/recovery time objectives. * Microsoft Active Directory, DHCP, DNS, Sites/Services, and native replication technologies. * Windows file services including DFSR. * A strong understanding of applications, HA technologies and how to make applications highly available for BC/DR purposes. * While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server Back End configuration is essential. * A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. * A good understanding of telephony & phone systems, including SIP trunking and routing. * An understanding of change management/problem management. Desirable: * ITIL v3 Foundation * Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 * Office 365 - Exchange online/Teams/Intune * Microsoft Single Sign on (Native Azure/SAML) and Multi-Factor Authentication * Microsoft Azure; Mimecast; VMWare VSAN * Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. * An interest in Cyber/Information security * iManage10/Cloud/Share * Remote Desktop Services * Aderant * BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
Mar 26, 2024
Full time
Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure/IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: * VMware management & maintenance. * Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. * Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. * An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point/recovery time objectives. * Microsoft Active Directory, DHCP, DNS, Sites/Services, and native replication technologies. * Windows file services including DFSR. * A strong understanding of applications, HA technologies and how to make applications highly available for BC/DR purposes. * While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server Back End configuration is essential. * A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. * A good understanding of telephony & phone systems, including SIP trunking and routing. * An understanding of change management/problem management. Desirable: * ITIL v3 Foundation * Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 * Office 365 - Exchange online/Teams/Intune * Microsoft Single Sign on (Native Azure/SAML) and Multi-Factor Authentication * Microsoft Azure; Mimecast; VMWare VSAN * Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. * An interest in Cyber/Information security * iManage10/Cloud/Share * Remote Desktop Services * Aderant * BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society. Somerset House pursues a ‘Step Inside, Think Outside’ spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage. About the role: The Support Analyst is a critical part of the diverse and exciting technology operations at Somerset House. Working within the IT Department’s helpdesk function, the post holder will be a primary contact for 1st, 2nd and 3rd line IT and network support. You will help to ensure our IT services to our residents, members, and the Trust staff, are of the highest quality. You will work across a range of technologies and systems, from desktops to SaaS, maintaining ownership of cases from start to finish. Additionally, the role will have the opportunity to participate in the implementation of various IT solutions and projects as we work to improve our digital capabilities. Please note that this is an onsite role, based at Somerset House in central London, running Monday - Friday.
Responsibilities:
To be the primary point of contact for residents, members, event partners, and Trust IT support issues and requests. This includes 1st, 2nd, and 3rd line support.
Resolve all reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, conforming to SLA’s and adjusting priorities to deal with urgent issues and requests.
Monitor and manage ticket queues, alerts, automated tickets, and perform daily checks on various systems.
Proactively research and identify solutions that may benefit the team and the Trust.
Where appropriate, escalate issues to external vendors as required and monitor the escalation to ensure satisfactory resolution.
Assist in the delivery of IT services across all events and event spaces, including wired connections, wireless connections, AV components, and VoIP telephony.
Assist with the configuration of resident office moves, liaising closely with the property team, and the IT Solutions Lead.
As required, to assist in the testing and implementing of new solutions and adaptations/upgrades to IT services.
Undertake the training of Trust staff members as required.
Where occasionally required by key live events, exhibitions, and regular system maintenance taking place at Somerset House, to be able to shift working hours and days to provide support coverage.
Create and update IT and related documentation to allow retention and sharing of knowledge within the team and the Trust.
Participate as a team player in the support of colleagues within the department and across the Trust’s operations.
Undertake other duties that may be asked of you from time to time.
Skills, knowledge & expertise required for the role:
Experience :
Demonstrable technical knowledge of working in an IT service desk or team.
Demonstrable knowledge supporting and installing operating systems (Windows 10/11 primarily, some Windows Server 2012/2016/2019, some Mac OS) and standard productivity applications (Office 365, Teams, OneDrive, Adobe, AutoCAD, etc.).
Demonstrable knowledge supporting desktop hardware (primarily Dell laptops) and mobile devices (iOS and Android mobile phones and tablets).
Supporting of Active Directory, Office 365 (including Exchange), and Azure users, including password resets, account creation, and group policies.
Demonstrable knowledge of cyber security concepts and best practice, including Multi Factor Authentication, phishing, ransomware, passwords, firewalls, social engineering.
ITIL Foundation certification and technical Microsoft qualifications are desirable.
Skills :
A good knowledge of network infrastructure, both wired and wireless.
A good knowledge of logical network concepts, including VLANs, IPs, DNS and DHCP.
Strong communication skills with the flexibility to deal with a varied customer base.
Coaching or training end users in technical expertise.
Knowledge of VoIP telephony.
Knowledge of system backups, for example, Microsoft Azure Backup Service.
Skills in supporting a range of specific solutions are desirable, including hypervisors (Hyper-V), Cisco Meraki, Mimecast, Bitdefender, AlienVault SIEM, PaperCut, PRTG, Jira, EPOS systems, PDQ Deploy, Access Finance, Nexudus, Priava or similar events management software, and Tessitura.
As part of the recruitment process, there will be a practical task to help us assess hands-on technical skills.
Benefits to working at Somerset House:
Mental Health & Wellbeing - Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed- Mental health support and guidance from our in-house trained Mental Health First Aiders - Hybrid working based on having 3 days in the office per week (pro rata if part-time) - Contribution towards eye tests and glasses - Trust life insurance scheme Holiday - Enhanced annual leave – 25 days plus bank holidays - Birthday leave - additional day leave on or within a week of your birthday- Festive day - additional discretionary day off around the Christmas period Other Leave - Sick leave – 20 days full pay, followed by 20 days half pay - Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent- Enhanced maternity pay Pension - 8% employer pension contributions- No minimum requirement for employee contributions- Option for salary exchange- Interest-free loans- Season ticket loan- Cycle to Work scheme Discounts, offers and free stuff - The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites - Discounts in Somerset House cafes and restaurants - Discounts with various high street retailers and restaurants - Discount to local leisure centres
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
The Trust reserves the right to close a job before its application deadline. Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all and we value the unique skills of everyone. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here . We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society. With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process and reinforces our commitment to focus on skills and qualifications of all applications from the start. Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.
Mar 26, 2024
Full time
We are looking for people to join our fantastic team at Somerset House Trust. As the home of cultural innovators, the Trust connects creativity and the arts with the broader society. Somerset House pursues a ‘Step Inside, Think Outside’ spirit and is born from the creative community we nurture - the experience and perspectives we host across background, age, race, and stage, and the intersections and crossovers we encourage. About the role: The Support Analyst is a critical part of the diverse and exciting technology operations at Somerset House. Working within the IT Department’s helpdesk function, the post holder will be a primary contact for 1st, 2nd and 3rd line IT and network support. You will help to ensure our IT services to our residents, members, and the Trust staff, are of the highest quality. You will work across a range of technologies and systems, from desktops to SaaS, maintaining ownership of cases from start to finish. Additionally, the role will have the opportunity to participate in the implementation of various IT solutions and projects as we work to improve our digital capabilities. Please note that this is an onsite role, based at Somerset House in central London, running Monday - Friday.
Responsibilities:
To be the primary point of contact for residents, members, event partners, and Trust IT support issues and requests. This includes 1st, 2nd, and 3rd line support.
Resolve all reported IT issues in a professional and timely manner, documenting all activity on the helpdesk ticketing system, conforming to SLA’s and adjusting priorities to deal with urgent issues and requests.
Monitor and manage ticket queues, alerts, automated tickets, and perform daily checks on various systems.
Proactively research and identify solutions that may benefit the team and the Trust.
Where appropriate, escalate issues to external vendors as required and monitor the escalation to ensure satisfactory resolution.
Assist in the delivery of IT services across all events and event spaces, including wired connections, wireless connections, AV components, and VoIP telephony.
Assist with the configuration of resident office moves, liaising closely with the property team, and the IT Solutions Lead.
As required, to assist in the testing and implementing of new solutions and adaptations/upgrades to IT services.
Undertake the training of Trust staff members as required.
Where occasionally required by key live events, exhibitions, and regular system maintenance taking place at Somerset House, to be able to shift working hours and days to provide support coverage.
Create and update IT and related documentation to allow retention and sharing of knowledge within the team and the Trust.
Participate as a team player in the support of colleagues within the department and across the Trust’s operations.
Undertake other duties that may be asked of you from time to time.
Skills, knowledge & expertise required for the role:
Experience :
Demonstrable technical knowledge of working in an IT service desk or team.
Demonstrable knowledge supporting and installing operating systems (Windows 10/11 primarily, some Windows Server 2012/2016/2019, some Mac OS) and standard productivity applications (Office 365, Teams, OneDrive, Adobe, AutoCAD, etc.).
Demonstrable knowledge supporting desktop hardware (primarily Dell laptops) and mobile devices (iOS and Android mobile phones and tablets).
Supporting of Active Directory, Office 365 (including Exchange), and Azure users, including password resets, account creation, and group policies.
Demonstrable knowledge of cyber security concepts and best practice, including Multi Factor Authentication, phishing, ransomware, passwords, firewalls, social engineering.
ITIL Foundation certification and technical Microsoft qualifications are desirable.
Skills :
A good knowledge of network infrastructure, both wired and wireless.
A good knowledge of logical network concepts, including VLANs, IPs, DNS and DHCP.
Strong communication skills with the flexibility to deal with a varied customer base.
Coaching or training end users in technical expertise.
Knowledge of VoIP telephony.
Knowledge of system backups, for example, Microsoft Azure Backup Service.
Skills in supporting a range of specific solutions are desirable, including hypervisors (Hyper-V), Cisco Meraki, Mimecast, Bitdefender, AlienVault SIEM, PaperCut, PRTG, Jira, EPOS systems, PDQ Deploy, Access Finance, Nexudus, Priava or similar events management software, and Tessitura.
As part of the recruitment process, there will be a practical task to help us assess hands-on technical skills.
Benefits to working at Somerset House:
Mental Health & Wellbeing - Access to our external Employee Assistance Programme (CiC) for free 24/7 confidential advice and support, including up to 6 free counselling sessions per year where needed- Mental health support and guidance from our in-house trained Mental Health First Aiders - Hybrid working based on having 3 days in the office per week (pro rata if part-time) - Contribution towards eye tests and glasses - Trust life insurance scheme Holiday - Enhanced annual leave – 25 days plus bank holidays - Birthday leave - additional day leave on or within a week of your birthday- Festive day - additional discretionary day off around the Christmas period Other Leave - Sick leave – 20 days full pay, followed by 20 days half pay - Emergency dependent care – option to use 25% of paid sick leave for emergency care of a dependent- Enhanced maternity pay Pension - 8% employer pension contributions- No minimum requirement for employee contributions- Option for salary exchange- Interest-free loans- Season ticket loan- Cycle to Work scheme Discounts, offers and free stuff - The list is endless and includes tickets to Somerset House events and entrance to other London Heritage sites - Discounts in Somerset House cafes and restaurants - Discounts with various high street retailers and restaurants - Discount to local leisure centres
About Somerset House Trust
Somerset House hosts the UK’s largest and most exciting creative community right in the heart of London, and are always looking for new talent to join our team. We welcome 3 million annual visitors to share our unique combination of cultural events, the creative industries and history. This mix informs and powers our programme and organisational culture, making us a singular, compelling and inclusive place to visit and work.
The Trust reserves the right to close a job before its application deadline. Our Commitment to Anti-Racism, Diversity and Inclusion:
Somerset House is open to all and we value the unique skills of everyone. Somerset House Trust is an equal opportunities employer and is committed to championing equality, diversity and inclusion in our workplace, so if you’re a suitably qualified applicant, we encourage your application whatever your age, disability, gender, gender identity, race, religion or belief, sexual orientation or socio-economic background. Somerset House is actively anti-racist, you can read about our Anti-Racism Pledge and the action we’re taking here . We are working hard to ensure our people, our onsite community and our sector reflect, represent and include all of society. With some recruitment stages, where candidates are equally qualified, we will seek to prioritise diversity to help us to increase representation across the creative economy and the Trust.We anonymise all job applications to help avoid discrimination in the initial screening stage of our recruitment process and reinforces our commitment to focus on skills and qualifications of all applications from the start. Please get in touch if you have any questions or require any adjustments to be made during the recruitment process.
Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure / IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: • VMware management & maintenance. • Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. • Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. • An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point / recovery time objectives. • Microsoft Active Directory, DHCP, DNS, Sites / Services, and native replication technologies. • Windows file services including DFSR. • A strong understanding of applications, HA technologies and how to make applications highly available for BC / DR purposes. While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server back-end configuration is essential. • A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. • A good understanding of telephony & phone systems, including SIP trunking and routing. • An understanding of change management / problem management. Desirable: • ITIL v3 Foundation • Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 • Office 365 - Exchange online / Teams / Intune • Microsoft Single Sign on (Native Azure / SAML) and Multi-Factor Authentication • Microsoft Azure; Mimecast; VMWare VSAN • Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. • An interest in Cyber / Information security • iManage10 / Cloud / Share • Remote Desktop Services • Aderant • BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
Mar 26, 2024
Full time
Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure / IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: • VMware management & maintenance. • Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. • Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. • An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point / recovery time objectives. • Microsoft Active Directory, DHCP, DNS, Sites / Services, and native replication technologies. • Windows file services including DFSR. • A strong understanding of applications, HA technologies and how to make applications highly available for BC / DR purposes. While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server back-end configuration is essential. • A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. • A good understanding of telephony & phone systems, including SIP trunking and routing. • An understanding of change management / problem management. Desirable: • ITIL v3 Foundation • Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 • Office 365 - Exchange online / Teams / Intune • Microsoft Single Sign on (Native Azure / SAML) and Multi-Factor Authentication • Microsoft Azure; Mimecast; VMWare VSAN • Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. • An interest in Cyber / Information security • iManage10 / Cloud / Share • Remote Desktop Services • Aderant • BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
IT Service Desk Analyst Bristol £25-28K P.A Our client, a global tour operator specialising in cultural adventures in Asia is seeking an IT Service Desk Analyst to join their amazing team. The role: Day-to-day Service Desk operations. Incident and Service Request Tickets Raising Change Request for Engineering Asset Inventory Updates Knowledge Base Updates. Escalate tickets to the Service Delivery Manager You will be a member of the escalation schedule, responding when needed to major incidents. Supporting the following: Microsoft Windows 10 & 11 Operating Systems. Active Directory and Azure AD Microsoft 365 E5 application stack, including SharePoint. 3CX Telephony Printer Logic Print Management Internal booking system Onboarding and Offboarding accounts through Active Directory and Microsoft 365 Processing imaging of end-user devices through Microsoft Autopilot and Microsoft Intune Creating and updating training resources for our knowledge base and providing training for new technologies to staff. Carry out in-person training and mentoring should the need arise. Weekly 1:1 with Service Delivery Manager Providing hardware support Hands-on testing and troubleshooting of hardware, including laptops, monitors and headsets. Desk setups, including network cabling. Meeting room equipment checks. Key skills/ experience: Experience working on a service desk providing first-line support for end users. Experience working within an ITSM. Strong knowledge of Windows 10 and 11 Knowledge of the Microsoft 365 E5 application stack. Knowledge of Microsoft 365 administration
Mar 22, 2024
Full time
IT Service Desk Analyst Bristol £25-28K P.A Our client, a global tour operator specialising in cultural adventures in Asia is seeking an IT Service Desk Analyst to join their amazing team. The role: Day-to-day Service Desk operations. Incident and Service Request Tickets Raising Change Request for Engineering Asset Inventory Updates Knowledge Base Updates. Escalate tickets to the Service Delivery Manager You will be a member of the escalation schedule, responding when needed to major incidents. Supporting the following: Microsoft Windows 10 & 11 Operating Systems. Active Directory and Azure AD Microsoft 365 E5 application stack, including SharePoint. 3CX Telephony Printer Logic Print Management Internal booking system Onboarding and Offboarding accounts through Active Directory and Microsoft 365 Processing imaging of end-user devices through Microsoft Autopilot and Microsoft Intune Creating and updating training resources for our knowledge base and providing training for new technologies to staff. Carry out in-person training and mentoring should the need arise. Weekly 1:1 with Service Delivery Manager Providing hardware support Hands-on testing and troubleshooting of hardware, including laptops, monitors and headsets. Desk setups, including network cabling. Meeting room equipment checks. Key skills/ experience: Experience working on a service desk providing first-line support for end users. Experience working within an ITSM. Strong knowledge of Windows 10 and 11 Knowledge of the Microsoft 365 E5 application stack. Knowledge of Microsoft 365 administration
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Sep 24, 2022
Full time
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Make your application after reading the following skill and qualification requirements for this position. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Sep 23, 2022
Full time
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Make your application after reading the following skill and qualification requirements for this position. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Sep 22, 2022
Full time
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
My client are an award winning, financial services provider who are looking to recruit a dynamic and experienced Telephony Analyst to join the well-established telephony team. You will play a key role in providing insight on contact routing. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team. Key responsibilities include: Creating telephony call flow solutions that meet customer requirements within a demanding timescale. Using a combination of tuning tools (Nuance Application Report (NAR) live to call monitoring, call logs, caller behaviour analysis, and transaction success rates with regards to interactive voice response (IVR) applications. Creating reports to analyse areas of improvement and provide recommendations in regards to the IVR application. Providing expertise and guidance by maintaining communication with all levels of business to understand operational changes and the impact they can have on IVR use. Owning the implementation of design changes through SQL code, directing voice talents, and managing usability tests. What we are looking for in our ideal Telephony Analyst: Knowledge of supporting complex telephony platforms with customised requirements. Experience in Contact centre solutions, design, reporting, routing, and multi-channel components (Noble/Genesys/Avaya framework) including the development of IVR call flows and troubleshooting. Experience handling large data sources, proficient with one or more Data platforms like SQL, Cassandra, or Hadoop. Experience working in an Agile environment. Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation. Advanced SQL knowledge and proficient Excel understanding. Logical and analytical thinker that can quickly evaluate information and identify key issues. Team player who can work independently with proven ability to make decisions effectively. If this role sounds of any interest to you, please contact Sophie Hayes on , or please email me at .
Jan 20, 2022
Full time
My client are an award winning, financial services provider who are looking to recruit a dynamic and experienced Telephony Analyst to join the well-established telephony team. You will play a key role in providing insight on contact routing. The role will provide a high degree of autonomy and is a great opportunity to work in a multi-channel team. Key responsibilities include: Creating telephony call flow solutions that meet customer requirements within a demanding timescale. Using a combination of tuning tools (Nuance Application Report (NAR) live to call monitoring, call logs, caller behaviour analysis, and transaction success rates with regards to interactive voice response (IVR) applications. Creating reports to analyse areas of improvement and provide recommendations in regards to the IVR application. Providing expertise and guidance by maintaining communication with all levels of business to understand operational changes and the impact they can have on IVR use. Owning the implementation of design changes through SQL code, directing voice talents, and managing usability tests. What we are looking for in our ideal Telephony Analyst: Knowledge of supporting complex telephony platforms with customised requirements. Experience in Contact centre solutions, design, reporting, routing, and multi-channel components (Noble/Genesys/Avaya framework) including the development of IVR call flows and troubleshooting. Experience handling large data sources, proficient with one or more Data platforms like SQL, Cassandra, or Hadoop. Experience working in an Agile environment. Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation. Advanced SQL knowledge and proficient Excel understanding. Logical and analytical thinker that can quickly evaluate information and identify key issues. Team player who can work independently with proven ability to make decisions effectively. If this role sounds of any interest to you, please contact Sophie Hayes on , or please email me at .
Award winning tech focused law firm is looking for a customer centric IT Support Analyst with excellent communication skills and an enthusiasm to learn and keep up to date with the latest technologies. You will provide 1st line support and also look to develop your skills to provide 2nd line support too. The business offer a hybrid working model, beautiful offices in the heart of the City and a friendly and professional team. You will be offering support across IT, telephony and the network, as well as configuring, upgrading and setting up both old and new computers and most importantly offering a great support service to senior stakeholders and the wider business. To secure this role you will have an exceptional approach to providing a great IT Support service, demonstrate excellent communication skills, be flexible and have some existing IT support experience with a willingness to continue to develop your skills and career further. You should have experience with: Windows 2016/2019 Active Directory and Group Policy Network infrastructure including TCP/IP, routing, switches, firewalls, DHCP, DNS, VLANs Windows 10, Office 365 and Teams A computer related degree would be useful, as would any experience with VMware or Azure, but these are not essential as training across technologies will be given. Starting salary for this one is £26,000 - £29,000 depending on the experience you bring to the role plus bonus, private medical and a competitive wider benefits package.
Nov 09, 2021
Full time
Award winning tech focused law firm is looking for a customer centric IT Support Analyst with excellent communication skills and an enthusiasm to learn and keep up to date with the latest technologies. You will provide 1st line support and also look to develop your skills to provide 2nd line support too. The business offer a hybrid working model, beautiful offices in the heart of the City and a friendly and professional team. You will be offering support across IT, telephony and the network, as well as configuring, upgrading and setting up both old and new computers and most importantly offering a great support service to senior stakeholders and the wider business. To secure this role you will have an exceptional approach to providing a great IT Support service, demonstrate excellent communication skills, be flexible and have some existing IT support experience with a willingness to continue to develop your skills and career further. You should have experience with: Windows 2016/2019 Active Directory and Group Policy Network infrastructure including TCP/IP, routing, switches, firewalls, DHCP, DNS, VLANs Windows 10, Office 365 and Teams A computer related degree would be useful, as would any experience with VMware or Azure, but these are not essential as training across technologies will be given. Starting salary for this one is £26,000 - £29,000 depending on the experience you bring to the role plus bonus, private medical and a competitive wider benefits package.
Award winning tech focused law firm is looking for a customer centric Junior IT Support Analyst with excellent communication skills and an enthusiasm to learn and keep up to date with the latest technologies. The business offer a hybrid working model, beautiful offices in the heart of the City and a friendly and professional team. You will be offering support across IT, telephony and the network, as well as configuring, upgrading and setting up both old and new computers and most importantly offering a great support service to senior stakeholders and the wider business. To secure this role you will have an exceptional approach to providing a great IT Support service, demonstrate excellent communication skills, be flexible and have some existing IT support experience with a willingness to continue to develop your skills and career further. You should have experience with: Windows 2016/2019 Active Directory and Group Policy Network infrastructure including TCP/IP, routing, switches, firewalls, DHCP, DNS, VLANs Windows 10, Office 365 and Teams A computer related degree would be useful, as would any experience with VMware or Azure, but these are not essential as training across technologies will be given. Starting salary for this one is £26,000 - £29,000 depending on the experience you bring to the role plus bonus, private medical and a competitive wider benefits package.
Nov 09, 2021
Full time
Award winning tech focused law firm is looking for a customer centric Junior IT Support Analyst with excellent communication skills and an enthusiasm to learn and keep up to date with the latest technologies. The business offer a hybrid working model, beautiful offices in the heart of the City and a friendly and professional team. You will be offering support across IT, telephony and the network, as well as configuring, upgrading and setting up both old and new computers and most importantly offering a great support service to senior stakeholders and the wider business. To secure this role you will have an exceptional approach to providing a great IT Support service, demonstrate excellent communication skills, be flexible and have some existing IT support experience with a willingness to continue to develop your skills and career further. You should have experience with: Windows 2016/2019 Active Directory and Group Policy Network infrastructure including TCP/IP, routing, switches, firewalls, DHCP, DNS, VLANs Windows 10, Office 365 and Teams A computer related degree would be useful, as would any experience with VMware or Azure, but these are not essential as training across technologies will be given. Starting salary for this one is £26,000 - £29,000 depending on the experience you bring to the role plus bonus, private medical and a competitive wider benefits package.
Our client is looking for a 2nd Line IT Support analyst on a Permanent basis paying between £24k - 26k pa + 2k on call allowance. You will be responsible for providing remote and on-site IT support for users located at the clients offices and remote bases during normal business hours and out-of-hours through the on-call rota. You will play a part in the maintenance and support of the IT & Telecommunications environments, proactive monitoring of systems and assist with new projects and implementations. Skills/Experience Provide comprehensive support and training to staff using the IT systems including Workstation based applications and Cisco Telephony across the company, including working with third party support organisations to ensure timely fixes are achieved and that service standards maintained Monitor and resolve 2nd/3rd line Service Desk calls in accordance with defined SLA's Provide expert advice to 1st/2nd line support staff at all locations Qualified to diploma level in the field of Information Technology or equivalent education and experience combined Microsoft or IBM Certified Professional Knowledge of networking and network protocols for basic connectivity testing Knowledge of Information Governance and Security and confidentiality issues An understanding of the work undertaken by standards bodies such as BSI, CEN, ISO and W3C Project Management skills Knowledge of ITIL practices and procedures Familiarity with web-based data management A good understanding of computers including hardware, networking and Microsoft software environments Customer service driven High levels of self-confidence, self-knowledge and awareness Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
Nov 05, 2021
Full time
Our client is looking for a 2nd Line IT Support analyst on a Permanent basis paying between £24k - 26k pa + 2k on call allowance. You will be responsible for providing remote and on-site IT support for users located at the clients offices and remote bases during normal business hours and out-of-hours through the on-call rota. You will play a part in the maintenance and support of the IT & Telecommunications environments, proactive monitoring of systems and assist with new projects and implementations. Skills/Experience Provide comprehensive support and training to staff using the IT systems including Workstation based applications and Cisco Telephony across the company, including working with third party support organisations to ensure timely fixes are achieved and that service standards maintained Monitor and resolve 2nd/3rd line Service Desk calls in accordance with defined SLA's Provide expert advice to 1st/2nd line support staff at all locations Qualified to diploma level in the field of Information Technology or equivalent education and experience combined Microsoft or IBM Certified Professional Knowledge of networking and network protocols for basic connectivity testing Knowledge of Information Governance and Security and confidentiality issues An understanding of the work undertaken by standards bodies such as BSI, CEN, ISO and W3C Project Management skills Knowledge of ITIL practices and procedures Familiarity with web-based data management A good understanding of computers including hardware, networking and Microsoft software environments Customer service driven High levels of self-confidence, self-knowledge and awareness Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
My client makes the final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. My client investigates complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right. My client is recruiting for X2 First Line Support Service Analyst roles and X1 Second line Support Service Analyst role due to the large infrastructure change they are currently undergoing. The role My client are looking for an enthusiastic ICT First Line Service Desk Analyst, with front line experience of end user support to join their ICT team. Reporting to the ICT Service Desk Team Leader, you will be responsible for logging, resolving and escalating a range of ICT incidents and service requests as well as systems and event monitoring tasks and end-user device management. You will deal with enquiries raised over the telephone, self-service or face to face ensuring all incidents and service requests are captured and progressed and resolved to the highest quality. The First Line Service Analyst provides front line end user support to approximately 490 staff across our Manchester and London offices. Logging and resolving incidents and service requests raised over the telephone, self-service or face to face to deliver a customer focussed service. Key accountabilities Following agreed procedures, identifies, registers and categorises incidents and service requests according to severity and impact. Gathers information to allow suitable triage activities to take place and enable resolution promptly. Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis. Provide first line end user support for Windows Operating System, VMWare Horizon, VPN connectivity, Apple IoS, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, Mobile Devices and MFDs escalating to internal teams or external suppliers where necessary. Complete tasks as required to ensure systems are proactively monitored and end-user devices are managed. Assist in the maintaining of the software and hardware asset register to support the audit process. Testing new or upgraded applications and hardware. Essential experience Previous experience of working in a customer-focused ICT service provider environment. Excellent analytical and triage skills and an informed, evidence-based approach. Good planning and organisational skills. The ability to meet targets and deadlines. Excellent communication skills, including verbal and written. Knowledge of a wide range of technologies including: Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony Demonstrate dedication and a strong sense of customer service. Provide balance between customer needs and client operational interests Contributes towards continuous service improvement. Apply now This role is based at the head office in Central Manchester. The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership. You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues. Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more - Apply now This role is based at the head office in Central Manchester. The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership. You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues. Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more -
Sep 09, 2021
Full time
My client makes the final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other UK public organisations. My client investigates complaints where someone believes there has been injustice or hardship because an organisation has not acted properly or has given a poor service and not put things right. My client is recruiting for X2 First Line Support Service Analyst roles and X1 Second line Support Service Analyst role due to the large infrastructure change they are currently undergoing. The role My client are looking for an enthusiastic ICT First Line Service Desk Analyst, with front line experience of end user support to join their ICT team. Reporting to the ICT Service Desk Team Leader, you will be responsible for logging, resolving and escalating a range of ICT incidents and service requests as well as systems and event monitoring tasks and end-user device management. You will deal with enquiries raised over the telephone, self-service or face to face ensuring all incidents and service requests are captured and progressed and resolved to the highest quality. The First Line Service Analyst provides front line end user support to approximately 490 staff across our Manchester and London offices. Logging and resolving incidents and service requests raised over the telephone, self-service or face to face to deliver a customer focussed service. Key accountabilities Following agreed procedures, identifies, registers and categorises incidents and service requests according to severity and impact. Gathers information to allow suitable triage activities to take place and enable resolution promptly. Reviews and updates incidents & service requests with progress and advises users of actions taken on a regular basis. Provide first line end user support for Windows Operating System, VMWare Horizon, VPN connectivity, Apple IoS, Active Directory, Outlook, Office365, SharePoint, MS Dynamics, Teams, Teams-enabled meeting room equipment, Mobile Devices and MFDs escalating to internal teams or external suppliers where necessary. Complete tasks as required to ensure systems are proactively monitored and end-user devices are managed. Assist in the maintaining of the software and hardware asset register to support the audit process. Testing new or upgraded applications and hardware. Essential experience Previous experience of working in a customer-focused ICT service provider environment. Excellent analytical and triage skills and an informed, evidence-based approach. Good planning and organisational skills. The ability to meet targets and deadlines. Excellent communication skills, including verbal and written. Knowledge of a wide range of technologies including: Windows Operating Systems, Active Directory, Outlook, Teams, Microsoft Office, Office365, SharePoint, Apple mobile devices, MFDs and Telephony Demonstrate dedication and a strong sense of customer service. Provide balance between customer needs and client operational interests Contributes towards continuous service improvement. Apply now This role is based at the head office in Central Manchester. The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership. You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues. Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more - Apply now This role is based at the head office in Central Manchester. The successful candidate will have a generous basic holiday entitlement of 30 days and a further 2.5 days "extra statutory" holiday. We offer a flexible working scheme, childcare vouchers, bike loans, season ticket loans for travel to and from the office, and a subsidy for gym membership. You'll also be eligible to join the Civil Service Pension Scheme and access our employee assistance programme for free advice and support on personal, financial and emotional issues. Does this role sound like you? If so, please APPLY NOW and become part of this fast-evolving team! Feel free to get in touch to find out more -
Bracknell, Berkshire
SR2
Are you a pre-sales consultant focused on networking looking for your next contract? We are working with a managed IT services company who have partnerships with HPE, Aruba and Microsoft and have a number of different clients across SME's and the public sector. They've had over 20 years' in the tech space and are specialised in cloud hosting, networking and telephony. The technical consultant will need to ensure that the project is of a high quality from start to finish and will need to be comfortable in meeting new clients, discussing projects and being able to think on your feet if faced with a problem. You will be able to work from home 2-3 days a week and be visiting clients the rest of the time between Uxbridge and Bracknell. Tech overview; CCNA Certification for 3+ years. Aruba Switching and Wireless certification/experience HP IMC Comware/Cisco ASA/Barracuda/Palo Alto Experience overview: Meeting with potential and current clients Organisation skills, timescales, and planning. Design, test, install and monitor new systems. Analyst IT requirements within clients within companies. Build and maintain current client relationships. If this sounds up your street then would love to hear from you. You can just hit apply or call me on .
Feb 15, 2019
Bracknell, Berkshire
SR2
Are you a pre-sales consultant focused on networking looking for your next contract? We are working with a managed IT services company who have partnerships with HPE, Aruba and Microsoft and have a number of different clients across SME's and the public sector. They've had over 20 years' in the tech space and are specialised in cloud hosting, networking and telephony. The technical consultant will need to ensure that the project is of a high quality from start to finish and will need to be comfortable in meeting new clients, discussing projects and being able to think on your feet if faced with a problem. You will be able to work from home 2-3 days a week and be visiting clients the rest of the time between Uxbridge and Bracknell. Tech overview; CCNA Certification for 3+ years. Aruba Switching and Wireless certification/experience HP IMC Comware/Cisco ASA/Barracuda/Palo Alto Experience overview: Meeting with potential and current clients Organisation skills, timescales, and planning. Design, test, install and monitor new systems. Analyst IT requirements within clients within companies. Build and maintain current client relationships. If this sounds up your street then would love to hear from you. You can just hit apply or call me on .
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: ASAP
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: Wednesday 2nd January 2019
Dec 12, 2018
Intern
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: ASAP
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: Wednesday 2nd January 2019
Network Support Analyst / IT Support Analyst
Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst. A Glasgow based claims management firm are looking for a Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst to join the team and support their users. The Network Support Analyst / IT Support Analyst will be responsible for implementation and support of telephony, lifecycle management and capacity planning for telephony infrastructure, technical oversight for IT and telephony systems management, hardware maintenance and associated applications, planning and testing as required for telephony solutions and developing and maintaining the claims centre IT and telephony solutions.
Key Network Support Analyst / IT Support Analyst responsibilities will include:
* Deliver technical support to resolve telephony issues and to support the implementation of new solutions, including end-user device support.
* Set up new or moving WAN/LAN connections for users and troubleshoot network/telephony/server issues.
* Installation, configuration and maintenance of PCs, printers, phones and various peripherals
* Phone system administration including call recording and monitoring and maintenance of backup processes
* Create performance reports and provide support for operational teams with report content and call recording retrieval.
* Implement and provide ongoing support of traditional and cloud Enterprise Telephony solutions.
* Document and initiate annual disaster recovery testing requirements.
* Be flexible in providing last minute support in the event of a surge - call routing, RAD messages, desk moves etc
The Network Support Analyst / IT Support Analyst will need Windows environment knowledge and Cisco server knowledge. The Network Support Analyst / IT Support Analyst will need practical experience of supporting a multi user site, will be able to work under pressure, will need strong problem solving skills and communication skills. The Network Engineer / Telecoms Engineer will need knowledge of networking, IP and LAN infrastructure. The Network Support Analyst / IT Support Analyst will need knowledge of firewall and cyber security methods and practices. The Network Support Analyst / IT Support Analyst ill be comfortable working alone, have strong people skills and be able to work in high pressure situations
The Network Engineer / Telecoms Engineer salary is £25-30k plus excellent benefits
Proactive People is an employment business and employment agency
Oct 29, 2018
Network Support Analyst / IT Support Analyst
Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst. A Glasgow based claims management firm are looking for a Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst to join the team and support their users. The Network Support Analyst / IT Support Analyst will be responsible for implementation and support of telephony, lifecycle management and capacity planning for telephony infrastructure, technical oversight for IT and telephony systems management, hardware maintenance and associated applications, planning and testing as required for telephony solutions and developing and maintaining the claims centre IT and telephony solutions.
Key Network Support Analyst / IT Support Analyst responsibilities will include:
* Deliver technical support to resolve telephony issues and to support the implementation of new solutions, including end-user device support.
* Set up new or moving WAN/LAN connections for users and troubleshoot network/telephony/server issues.
* Installation, configuration and maintenance of PCs, printers, phones and various peripherals
* Phone system administration including call recording and monitoring and maintenance of backup processes
* Create performance reports and provide support for operational teams with report content and call recording retrieval.
* Implement and provide ongoing support of traditional and cloud Enterprise Telephony solutions.
* Document and initiate annual disaster recovery testing requirements.
* Be flexible in providing last minute support in the event of a surge - call routing, RAD messages, desk moves etc
The Network Support Analyst / IT Support Analyst will need Windows environment knowledge and Cisco server knowledge. The Network Support Analyst / IT Support Analyst will need practical experience of supporting a multi user site, will be able to work under pressure, will need strong problem solving skills and communication skills. The Network Engineer / Telecoms Engineer will need knowledge of networking, IP and LAN infrastructure. The Network Support Analyst / IT Support Analyst will need knowledge of firewall and cyber security methods and practices. The Network Support Analyst / IT Support Analyst ill be comfortable working alone, have strong people skills and be able to work in high pressure situations
The Network Engineer / Telecoms Engineer salary is £25-30k plus excellent benefits
Proactive People is an employment business and employment agency
Network Support Analyst / IT Support Analyst
Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst. A Glasgow based claims management firm are looking for a Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst to join the team and support their users. The Network Support Analyst / IT Support Analyst will be responsible for implementation and support of telephony, lifecycle management and capacity planning for telephony infrastructure, technical oversight for IT and telephony systems management, hardware maintenance and associated applications, planning and testing as required for telephony solutions and developing and maintaining the claims centre IT and telephony solutions.
Key Network Support Analyst / IT Support Analyst responsibilities will include:
* Deliver technical support to resolve telephony issues and to support the implementation of new solutions, including end-user device support.
* Set up new or moving WAN/LAN connections for users and troubleshoot network/telephony/server issues.
* Installation, configuration and maintenance of PCs, printers, phones and various peripherals
* Phone system administration including call recording and monitoring and maintenance of backup processes
* Create performance reports and provide support for operational teams with report content and call recording retrieval.
* Implement and provide ongoing support of traditional and cloud Enterprise Telephony solutions.
* Document and initiate annual disaster recovery testing requirements.
* Be flexible in providing last minute support in the event of a surge - call routing, RAD messages, desk moves etc
The Network Support Analyst / IT Support Analyst will need Windows environment knowledge and Cisco server knowledge. The Network Support Analyst / IT Support Analyst will need practical experience of supporting a multi user site, will be able to work under pressure, will need strong problem solving skills and communication skills. The Network Engineer / Telecoms Engineer will need knowledge of networking, IP and LAN infrastructure. The Network Support Analyst / IT Support Analyst will need knowledge of firewall and cyber security methods and practices. The Network Support Analyst / IT Support Analyst ill be comfortable working alone, have strong people skills and be able to work in high pressure situations
The Network Engineer / Telecoms Engineer salary is £25-30k plus excellent benefits
Proactive People is an employment business and employment agency
Oct 29, 2018
Network Support Analyst / IT Support Analyst
Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst. A Glasgow based claims management firm are looking for a Network Support Analyst / Desktop Support Analyst / Telecoms Support Analyst to join the team and support their users. The Network Support Analyst / IT Support Analyst will be responsible for implementation and support of telephony, lifecycle management and capacity planning for telephony infrastructure, technical oversight for IT and telephony systems management, hardware maintenance and associated applications, planning and testing as required for telephony solutions and developing and maintaining the claims centre IT and telephony solutions.
Key Network Support Analyst / IT Support Analyst responsibilities will include:
* Deliver technical support to resolve telephony issues and to support the implementation of new solutions, including end-user device support.
* Set up new or moving WAN/LAN connections for users and troubleshoot network/telephony/server issues.
* Installation, configuration and maintenance of PCs, printers, phones and various peripherals
* Phone system administration including call recording and monitoring and maintenance of backup processes
* Create performance reports and provide support for operational teams with report content and call recording retrieval.
* Implement and provide ongoing support of traditional and cloud Enterprise Telephony solutions.
* Document and initiate annual disaster recovery testing requirements.
* Be flexible in providing last minute support in the event of a surge - call routing, RAD messages, desk moves etc
The Network Support Analyst / IT Support Analyst will need Windows environment knowledge and Cisco server knowledge. The Network Support Analyst / IT Support Analyst will need practical experience of supporting a multi user site, will be able to work under pressure, will need strong problem solving skills and communication skills. The Network Engineer / Telecoms Engineer will need knowledge of networking, IP and LAN infrastructure. The Network Support Analyst / IT Support Analyst will need knowledge of firewall and cyber security methods and practices. The Network Support Analyst / IT Support Analyst ill be comfortable working alone, have strong people skills and be able to work in high pressure situations
The Network Engineer / Telecoms Engineer salary is £25-30k plus excellent benefits
Proactive People is an employment business and employment agency
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: 12th November 2018
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: 4th November 2018
Oct 23, 2018
Intern
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: 12th November 2018
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: 4th November 2018
Telecoms Technical Systems Analyst
London - £30,000 per annum + Benefits, Permanent Role
Amazing opportunity for a Telecoms Technical Systems Analyst to work for a London based award winning timeshare property Management Company.
As a Telecoms Technical Systems Analyst you will be responsible for providing support on global projects within the EMEA region, working on telephony systems, upgrading, maintaining, testing, configuring and installing.
Duties/Responsibilities;
Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access.
Troubleshoot and resolve technical problems or issues related to computer software and systems.
Maintain inventory of all technology devices (e.g., Blackberry, routers, switches, encoders)
Install new telephony systems throughout a global networkRequired Experience;
Proven experience in a help-desk support environment essential (2nd/3rd Line Support)
Experience supporting multiple sites and/or regions, including Corporate HQ, Call Centres and a hospitality environment - an advantage.
Knowledge of Cisco, HP hardware with proven commercial experience of Cisco Call Manager, Cisco CCNA Voice, Microsoft Server 2012R2, VMware, ITILv3, Cisco ICOMM
Experience of incident management systems e.g. Infra to track and resolve support issuesThis role is an exciting opportunity for a candidate who has come from a Support background with an in depth knowledge of Telecoms. This will provide them with a new exciting opportunity to be the go to person for any telephony issues and to take on a new role for this growing team.
If you are interested in applying for this role, apply on our website today for consideration or call JOSH KEELEY on 02077597786.
Huntress Group does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Huntress Group acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
Feb 21, 2016
Telecoms Technical Systems Analyst
London - £30,000 per annum + Benefits, Permanent Role
Amazing opportunity for a Telecoms Technical Systems Analyst to work for a London based award winning timeshare property Management Company.
As a Telecoms Technical Systems Analyst you will be responsible for providing support on global projects within the EMEA region, working on telephony systems, upgrading, maintaining, testing, configuring and installing.
Duties/Responsibilities;
Communicate with other IS personnel to resolve non-routine problems with hardware, software, or guest room internet access.
Troubleshoot and resolve technical problems or issues related to computer software and systems.
Maintain inventory of all technology devices (e.g., Blackberry, routers, switches, encoders)
Install new telephony systems throughout a global networkRequired Experience;
Proven experience in a help-desk support environment essential (2nd/3rd Line Support)
Experience supporting multiple sites and/or regions, including Corporate HQ, Call Centres and a hospitality environment - an advantage.
Knowledge of Cisco, HP hardware with proven commercial experience of Cisco Call Manager, Cisco CCNA Voice, Microsoft Server 2012R2, VMware, ITILv3, Cisco ICOMM
Experience of incident management systems e.g. Infra to track and resolve support issuesThis role is an exciting opportunity for a candidate who has come from a Support background with an in depth knowledge of Telecoms. This will provide them with a new exciting opportunity to be the go to person for any telephony issues and to take on a new role for this growing team.
If you are interested in applying for this role, apply on our website today for consideration or call JOSH KEELEY on 02077597786.
Huntress Group does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.
Huntress Group acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.
PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK
JOB PURPOSE:
The 2nd line helpdesk analyst is primary a point of escalation for customer IT support tickets raised by the first line engineers. The 2nd line engineers are expected to resolve these tickets unless a product specialist (3rd line) is required. They also act as overflow for call 1st line handling and may assist 3rd line engineers with projects and site visits.
MAIN ACCOUNTABILITIES:
• Work on assigned support calls and take the majority of them through to resolution; dealing with customer, suppliers and vendors as necessary.
• Keep the customer informed of progress on assigned support calls.
• Answer and log support calls from customers when first line is busy.
• Assist 3rd line engineers on projects as required, either in the office or onsite.
• Participate in the out-of-hours support rota when required and take support calls.
• Assist with the day-to-day pro-active monitoring and response to alerts from our management system.
KEY ATTRIBUTES:
• Good technical skills but especially adept at resolving problems.
• Strong on customer communication.
• Keen to learn and keep abreast of new business technologies.
• A good collaborator with colleagues.
• Calm and methodical thinker.
KNOWLEDGE AND EXPERIENCE:
The Helpdesk Engineer should be proficient in the following technical areas:
• Networks.
• Microsoft Windows server.
• Microsoft Exchange server.
• Desktop support for Windows, Apple Macs (if possible) in both standalone and within a Microsoft Network environment.
• Show excellent problem solving skills.
• Microsoft SCCM is a plus.
REQUIREMENTS:
• At least three years of experience in software and hardware troubleshooting on laptops, desktops, servers and networking equipment.
• Candidate must have strong English language skills, who is confident liaising with customers over the telephone and on a face to face basis.
• Exposure to supporting small and medium sized businesses
BENEFITS:
We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:
• Group Personal Pension Plan
• Life Assurance Cover
• Company Sick Pay
• Free Bi-annual Eye Tests and contribution towards glasses
• Birmingham Hospital Saturday Fund – Discounted monthly rates
• Childcare Vouchers – Tax efficient way of paying for childcare
• Ride2Work – Tax efficient way of purchasing a bike for travelling to work
• Company Events throughout the Year
ABOUT OUR COMPANY:
IT Specialists (ITS) is a trading name of Reynolds and Reynolds and is a nationwide Managed IT Services provider delivering UK-based services to business of all sizes. ITS offers a broad range of IT services including: managed backup and recovery, tailored UK cloud hosting; complete infrastructure implementation; flexible telephony solutions and web creative services to businesses across the country. Extensive resources made available through Reynolds and Reynolds, allow ITS to offer market leading guarantees on response and fix times, giving its customers peace of mind over their IT
Feb 21, 2016
JOB PURPOSE:
The 2nd line helpdesk analyst is primary a point of escalation for customer IT support tickets raised by the first line engineers. The 2nd line engineers are expected to resolve these tickets unless a product specialist (3rd line) is required. They also act as overflow for call 1st line handling and may assist 3rd line engineers with projects and site visits.
MAIN ACCOUNTABILITIES:
• Work on assigned support calls and take the majority of them through to resolution; dealing with customer, suppliers and vendors as necessary.
• Keep the customer informed of progress on assigned support calls.
• Answer and log support calls from customers when first line is busy.
• Assist 3rd line engineers on projects as required, either in the office or onsite.
• Participate in the out-of-hours support rota when required and take support calls.
• Assist with the day-to-day pro-active monitoring and response to alerts from our management system.
KEY ATTRIBUTES:
• Good technical skills but especially adept at resolving problems.
• Strong on customer communication.
• Keen to learn and keep abreast of new business technologies.
• A good collaborator with colleagues.
• Calm and methodical thinker.
KNOWLEDGE AND EXPERIENCE:
The Helpdesk Engineer should be proficient in the following technical areas:
• Networks.
• Microsoft Windows server.
• Microsoft Exchange server.
• Desktop support for Windows, Apple Macs (if possible) in both standalone and within a Microsoft Network environment.
• Show excellent problem solving skills.
• Microsoft SCCM is a plus.
REQUIREMENTS:
• At least three years of experience in software and hardware troubleshooting on laptops, desktops, servers and networking equipment.
• Candidate must have strong English language skills, who is confident liaising with customers over the telephone and on a face to face basis.
• Exposure to supporting small and medium sized businesses
BENEFITS:
We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:
• Group Personal Pension Plan
• Life Assurance Cover
• Company Sick Pay
• Free Bi-annual Eye Tests and contribution towards glasses
• Birmingham Hospital Saturday Fund – Discounted monthly rates
• Childcare Vouchers – Tax efficient way of paying for childcare
• Ride2Work – Tax efficient way of purchasing a bike for travelling to work
• Company Events throughout the Year
ABOUT OUR COMPANY:
IT Specialists (ITS) is a trading name of Reynolds and Reynolds and is a nationwide Managed IT Services provider delivering UK-based services to business of all sizes. ITS offers a broad range of IT services including: managed backup and recovery, tailored UK cloud hosting; complete infrastructure implementation; flexible telephony solutions and web creative services to businesses across the country. Extensive resources made available through Reynolds and Reynolds, allow ITS to offer market leading guarantees on response and fix times, giving its customers peace of mind over their IT
Automation Test Analyst - C# - Java - Selenium - Python - Ruby - Gherkin - Agile - London An ambitious and proficient Tester with a background in automation testing is required to join the UK's favourite triple play provider - TV, broadband and telephony. This organisation is a reputable innovator that is striving to be the..... click apply for full job details
Feb 21, 2016
Automation Test Analyst - C# - Java - Selenium - Python - Ruby - Gherkin - Agile - London An ambitious and proficient Tester with a background in automation testing is required to join the UK's favourite triple play provider - TV, broadband and telephony. This organisation is a reputable innovator that is striving to be the..... click apply for full job details