The Client My client are a fintech business that service the Financial services industry. Rapid growth sees the recruiting for a Systems Analyst to join their London based team. The Role Provide 1st, 2nd & 3rd line support for offices in London, Germany, Luxembourg, Paris, and USA. Resolve IT Incidents and Requests promptly via ticketing and communication platforms. Utilise diagnostic techniques and remote troubleshooting. Maintain accurate records of queries, problems, and resolutions. Analyse call logs to identify common issues and improve support processes. Develop and update user-guides and team documentation. Manage AV equipment and meeting technology. Support multiple IT platforms including Azure, Office, Mimecast, Backups, Exclaimer Cloud, etc. Your Profile To apply for this role you will have around 2-5 years experience in a service desk role. You will be progressive, inquisitve and have the desire to get stuck in and grow with the business. You will have excellent communication skills and a positive attitude. Salary & Benefits £40,000 - £50,000 + an extremely generous bonus 30 days annual leave Free breakfast and lunch 3 days a week in the office Outstanding riverside offices Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: gb/en/how-spot-recruitment-scams-and-protect-yourself
Mar 29, 2024
Full time
The Client My client are a fintech business that service the Financial services industry. Rapid growth sees the recruiting for a Systems Analyst to join their London based team. The Role Provide 1st, 2nd & 3rd line support for offices in London, Germany, Luxembourg, Paris, and USA. Resolve IT Incidents and Requests promptly via ticketing and communication platforms. Utilise diagnostic techniques and remote troubleshooting. Maintain accurate records of queries, problems, and resolutions. Analyse call logs to identify common issues and improve support processes. Develop and update user-guides and team documentation. Manage AV equipment and meeting technology. Support multiple IT platforms including Azure, Office, Mimecast, Backups, Exclaimer Cloud, etc. Your Profile To apply for this role you will have around 2-5 years experience in a service desk role. You will be progressive, inquisitve and have the desire to get stuck in and grow with the business. You will have excellent communication skills and a positive attitude. Salary & Benefits £40,000 - £50,000 + an extremely generous bonus 30 days annual leave Free breakfast and lunch 3 days a week in the office Outstanding riverside offices Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: gb/en/privacy-notice Security alert: scammers are currently targeting jobseekers. Robert Half do not ask candidates for a fee or request candidates to send applications through instant messaging services such as WhatsApp or Telegram. Learn how to protect yourself by visiting our website: gb/en/how-spot-recruitment-scams-and-protect-yourself
Service Desk Analyst / 1st Line Support Engineer - Crawley, West Sussex / WFH / Hybrid £25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working An exciting and growing manged service provider based in Crawley and London, seek a Service Desk Analyst / 1st Line Support Engineers to grow with their continuously growing business and develop a long term career path with them. Core function of the 1st Line Support Engineer / Service Desk Analyst position: Provide 1st line desktop support. Provide basic desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to customers by answering calls and raising tickets. Occasional commutes to London Office and Client sites. Ticket escalations to senior engineering team. Key Responsibilities/Accountabilities for the 1st Line Support Engineer / Service Desk Analyst position: Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone. Act as an overflow for the sale and administrator phone to ensure this is answered as quickly as possible but prioritising the support desk duties at all times. Triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time. Help the NOC manager manage the queues and bring any issues to his/her attention. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets. Ensure all your time sheets and ticket updates are as accurate as possible. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update. Ensure all engineering time sheets and service ticket updates are as accurate as possible. Attend client site if a hands and feet request is required by the company. Escalate service tickets to second line engineers in accordance with the companies escalation process to ensure our SLA's are met Maintain key KPI's to ensure the service desk SLA agreements to clients are met. Technical skills required for the 1st Line Support Engineer / Service Desk Analyst position - please note this is a wish list and training can be provided on areas missing: Demonstrate an understanding of technical ability proficient with 1st and ideally some 2nd line. 12 months commercial IT Support experience in: MS Server and Desktops - MCITP. Support of email systems for client (Exchange, Outlook). Networking Admin skills. MS Office. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10. Experience with supporting users on remote desktop services. Experience of providing remote user support on the telephone and on external client sites. Experience with administrative tasks associated with Active Directory services. Experience of troubleshooting Office Suite 2013 to 2019. Experience with Office 365 and Exchange online. Experience in dealing with VIP users. Experience with virtualization for example - VMware. Experience with monitoring systems. Good understanding of networking - OSI network layers, TCP/IP, DHCP. Although not essential, it would be advantageous to have experience with the following for the 1st Line Support Engineer / Service Desk Analyst position: ConnectWise. Solarwinds N-Able. Mimecast. Sophos. EDR. Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London /WFH/Hybrid £25,000 plus benefits, excellent training & career path / 2 to 3 days in the office / hybrid working
Mar 29, 2024
Full time
Service Desk Analyst / 1st Line Support Engineer - Crawley, West Sussex / WFH / Hybrid £25,000 plus benefits, excellent training & career path / 3 days in the office, hybrid working An exciting and growing manged service provider based in Crawley and London, seek a Service Desk Analyst / 1st Line Support Engineers to grow with their continuously growing business and develop a long term career path with them. Core function of the 1st Line Support Engineer / Service Desk Analyst position: Provide 1st line desktop support. Provide basic desktop and server admin support. Liaise with vendors and other IT personnel for problem resolution. Providing telephone support to customers by answering calls and raising tickets. Occasional commutes to London Office and Client sites. Ticket escalations to senior engineering team. Key Responsibilities/Accountabilities for the 1st Line Support Engineer / Service Desk Analyst position: Answer the telephone as first point of contact and log any service ticket using the service desk staging process ensuring that any quick service tickets are worked on over the phone. Act as an overflow for the sale and administrator phone to ensure this is answered as quickly as possible but prioritising the support desk duties at all times. Triaged any service ticket logged by email using the service desk staging process to ensure the SLA, type, sub type and item level (If applicable) is set correctly. Attempt to resolve any service tickets on first touch that have either been logged via phone, email or assigned directly and escalate to 2nd line using our escalation process if unable to resolve within an acceptable amount of time. Help the NOC manager manage the queues and bring any issues to his/her attention. Identify any repeat issues during the staging process and use our problem ticket process to identify potential problem tickets. Ensure all your time sheets and ticket updates are as accurate as possible. Manage ticketing system queues and service tickets where ownership is given to ensure that the support desk processes are followed, and all service tickets are left in the right configuration to reflect the issue or last update. Ensure all engineering time sheets and service ticket updates are as accurate as possible. Attend client site if a hands and feet request is required by the company. Escalate service tickets to second line engineers in accordance with the companies escalation process to ensure our SLA's are met Maintain key KPI's to ensure the service desk SLA agreements to clients are met. Technical skills required for the 1st Line Support Engineer / Service Desk Analyst position - please note this is a wish list and training can be provided on areas missing: Demonstrate an understanding of technical ability proficient with 1st and ideally some 2nd line. 12 months commercial IT Support experience in: MS Server and Desktops - MCITP. Support of email systems for client (Exchange, Outlook). Networking Admin skills. MS Office. Proven experience in installing, configuring and troubleshooting Windows 8 and Windows 10. Experience with supporting users on remote desktop services. Experience of providing remote user support on the telephone and on external client sites. Experience with administrative tasks associated with Active Directory services. Experience of troubleshooting Office Suite 2013 to 2019. Experience with Office 365 and Exchange online. Experience in dealing with VIP users. Experience with virtualization for example - VMware. Experience with monitoring systems. Good understanding of networking - OSI network layers, TCP/IP, DHCP. Although not essential, it would be advantageous to have experience with the following for the 1st Line Support Engineer / Service Desk Analyst position: ConnectWise. Solarwinds N-Able. Mimecast. Sophos. EDR. Service Desk Analyst / 1st Line Support Engineer - Canary Wharf, London /WFH/Hybrid £25,000 plus benefits, excellent training & career path / 2 to 3 days in the office / hybrid working
Position: Junior Service Desk Analyst Reporting to: IT Service Desk Manager Role Overview Our Junior Service Desk Analyst will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors. The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets. The successful Junior Service Desk Analyst will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. Passionate about Technology and Customer Service, our Junior Service Desk Analyst will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and working with and escalating to other members of the team. Our Junior Service Desk Analyst would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications. Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential, and awareness of the cyber security landscape is an advantage. We are looking for a team member who wants to commit to learning and delivering an exceptional experience to our client base. Strong communication skills both written and verbal are essential for this role. Key Responsibilities: Dealing with 1st line assigned tickets, providing support over multiple channels Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system) Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool Providing an excellent customer experience at all times Conducting personal queue and ticket triage, escalating as and when required using internal processes Liaising with partners and third-party vendors to resolve customer issues Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.) Knowledge, Skills & Experience Required: Essential Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity. Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user. Understanding of security products and the cyber threat landscape; Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Desirable Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects Person Specification: Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Excellent time management and organisational skills and the ability to work autonomously is essential The requires you to work shift pattern between 8am-6pm.
Mar 29, 2024
Full time
Position: Junior Service Desk Analyst Reporting to: IT Service Desk Manager Role Overview Our Junior Service Desk Analyst will be working within a dynamic Service Delivery Team, to deliver 1st and 2nd line support to our varied portfolio of clients comprising of property, retail, financial services, and healthcare sectors. The role encompasses providing our clients with quality face-to-face and remote IT support, as well as assisting our clients with on-boarding activities, using a broad range of systems and purpose-built toolsets. The successful Junior Service Desk Analyst will have the opportunity to further develop their career managing projects such as hardware refreshes and proactive renewals as well as exposure to working alongside senior Project Engineers on project delivery. Passionate about Technology and Customer Service, our Junior Service Desk Analyst will be responsible for taking ownership of and troubleshooting incidents, predicting possible wider issues, building relationships with key stakeholders and working with and escalating to other members of the team. Our Junior Service Desk Analyst would benefit from at least 1 year working at an MSP or in-house IT department and will have a good understanding of core IT concepts, preferably working towards appropriate qualifications such as A+, Network+, and Microsoft certifications. Understanding core infrastructure such as routers, firewalls, switches, WAPs, TCP/IP, DNS DHCP is essential, and awareness of the cyber security landscape is an advantage. We are looking for a team member who wants to commit to learning and delivering an exceptional experience to our client base. Strong communication skills both written and verbal are essential for this role. Key Responsibilities: Dealing with 1st line assigned tickets, providing support over multiple channels Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system) Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool Providing an excellent customer experience at all times Conducting personal queue and ticket triage, escalating as and when required using internal processes Liaising with partners and third-party vendors to resolve customer issues Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.) Knowledge, Skills & Experience Required: Essential Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity. Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user. Understanding of security products and the cyber threat landscape; Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Desirable Being able to demonstrate a commitment to learning new technologies either by ongoing certifications or personal interest projects Person Specification: Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels Excellent time management and organisational skills and the ability to work autonomously is essential The requires you to work shift pattern between 8am-6pm.
Role: 2nd Line Support Engineer Location: Aylesbury Salary: Up to 30,000 D.O.E Industry: Internal and External Interviewing Immediately - Apply Now This award-winning IT company have been providing expert IT solutions in the market for over 25 years. Now, they are looking to strengthen their 2nd Line team to deal with their escalations, installations, migrations, configurations and ongoing support of computers, networks, servers, cloud environments, hardware and software both remotely and on-site for a large range of reputable clients. Key Responsibilities: Provide 2nd Line technical support and assistance in response to customer queries and requests Diagnose and troubleshoot technical issues Monitor, diagnose, and resolve customer incidents Provide technical support and advice to customers Identify and escalate customer incidents to other technical departments Monitor and maintain customer systems and networks Maintain accurate and up-to-date customer records Provide customer training and advice on system usage Maintain customer service levels We are looking for someone with the following skills: Active Directory & Group Policy Office365 DNS / DHCP / TCP/IP Windows Server Windows Operating Systems Networking - Routers & switches APPLY OR SEND YOUR CV DIRECT TO - thomas com - (phone number removed). This role would be suitable for: Helpdesk Support, Application Support, 2nd Line, IT Technician, IT Support Analyst, IT Infrastructure Engineer, Systems Administrator, 1st line, 2nd line, IT Engineer, Internal IT Support, Remote IT Support, Software Support Built on a foundation of industry-leading technology, a world-class team and a scientific approach to building a truly recognisable brand, In Technology Group are fast becoming the UK's most influential IT recruitment company. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 29, 2024
Full time
Role: 2nd Line Support Engineer Location: Aylesbury Salary: Up to 30,000 D.O.E Industry: Internal and External Interviewing Immediately - Apply Now This award-winning IT company have been providing expert IT solutions in the market for over 25 years. Now, they are looking to strengthen their 2nd Line team to deal with their escalations, installations, migrations, configurations and ongoing support of computers, networks, servers, cloud environments, hardware and software both remotely and on-site for a large range of reputable clients. Key Responsibilities: Provide 2nd Line technical support and assistance in response to customer queries and requests Diagnose and troubleshoot technical issues Monitor, diagnose, and resolve customer incidents Provide technical support and advice to customers Identify and escalate customer incidents to other technical departments Monitor and maintain customer systems and networks Maintain accurate and up-to-date customer records Provide customer training and advice on system usage Maintain customer service levels We are looking for someone with the following skills: Active Directory & Group Policy Office365 DNS / DHCP / TCP/IP Windows Server Windows Operating Systems Networking - Routers & switches APPLY OR SEND YOUR CV DIRECT TO - thomas com - (phone number removed). This role would be suitable for: Helpdesk Support, Application Support, 2nd Line, IT Technician, IT Support Analyst, IT Infrastructure Engineer, Systems Administrator, 1st line, 2nd line, IT Engineer, Internal IT Support, Remote IT Support, Software Support Built on a foundation of industry-leading technology, a world-class team and a scientific approach to building a truly recognisable brand, In Technology Group are fast becoming the UK's most influential IT recruitment company. In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Job Title: Apprentice IT Technician Location: Oaklands Catholic School and Sixth Form College, Waterlooville, Hampshire Salary: During training Salary is 17,316 FTE or 15,191.46 per annum term-time only Once fully qualified Salary is Support Staff Grade B 22,737 FTE Or 19,947.35 per annum if term -time only Job Type: Full Time / Permanent, 37 hours a week, 52 weeks a year Hours of Work: Monday to Thursday 8.00am to 4.00pm, Friday 8.00am to 3:30pm (with 30-minute unpaid lunch break) Oaklands is a Catholic Academy taking in boys and girls from 11 -18, which has been established by the Diocese of Portsmouth for the education of Catholic children who live within the designated parish catchment area allocated to the school. In addition, Oaklands also takes in a number of children from other Christian denominations whose parents have specifically requested a Catholic education at the school, provided that they satisfy the criteria laid down in the Governors' Admissions Policy. About The Role: The Trustees of the Edith Stein Academy Trust are seeking to appoint an Apprentice IT Technician to join our hardworking, committed, and enthusiastic IT Support Team at Oaklands Catholic School and Sixth Form College in Waterlooville. We hope this will capture your enthusiasm and would like to thank you for your interest in this post. You will join a team of three supporting nearly 2,000 users and 1,200 devices across three schools in the Waterlooville and Portsmouth areas. We support a large number of Windows devices (Desktop PC 's, Laptops, Tablets), as well as network infrastructure such as switches, servers (both physical and virtual) and wireless access points. We also support printers, photocopiers, and classroom equipment such as projectors, and interactive screens. This is on a Windows LAN with an Office 365 environment. We also support CCTV cameras, the school 's phone system, and the sound and lighting equipment in the school hall. You will be expected to play your part in supporting events, such as the annual school play, the Year 7 Disco, or external lettings in the hall on a rota basis. This busy and varied role, which needs to be approached with enthusiasm and cheerfulness and in return, you will receive full training and exposure to a wide variety of technologies which will stand you in good stead for a career in the IT industry. About You: Essential: 5 GCSEs grade 5 to 9 including English and Maths or equivalent Some knowledge of troubleshooting Windows 10 devices Some knowledge of Microsoft Office 365 An awareness of local area networks Demonstratable ability to think logically and take a methodical approach to problem solving Demonstratable organisational ability, such as being able to prioritise and schedule tasks Ability to work with other staff as a team Real interest and enthusiasm for working with technology A desire to progress in the IT Industry The ability to commit to and complete a long-term period of student (Level 3) Apprenticeships typically take 18 months to complete) Good interpersonal skills, able to communicate to people of a wide range of technical and non-technical backgrounds Smart appearance and friendly manner Flexibility and a readiness to undertake a wide range of tasks The following would be desirable: Experience of working in an IT support environment Experience of working in an educational establishment High level of literacy/communication skills, capable of producing documentation written to a high, professional standard Experience of supporting MacOS Experience of supporting Office 365 / Google Classroom Basic TCP/IP networks e.g. setting up a home router, WiFi Experience of scripting, particularly in PowerShell In sympathy with the Catholic ethos of the school, including a commitment to co -operation and helpfulness and a concern for the well -being of others Closing date: Sunday 17th March 2024 (5pm) Interviews: Week commencing 18th March 2024 If you're interested in the role and would like to put yourself forward, please hit APPLY and follow the link to complete your application including all relevant application forms on our website. Please note that incomplete applications will not be accepted. Please attach the application form together with the consent to obtain references form too Candidates with previous job titles and experience of; Cloud Technician, IT Support Engineer, IT Service Engineer, Service Desk Technician, IT Support Technician, Cloud Support Engineer, Support Technician, IT Support, IT Systems Support, IT Support 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician, 2nd Line Support, 2nd Line Support Technician may also be considered for this role.
Mar 28, 2024
Full time
Job Title: Apprentice IT Technician Location: Oaklands Catholic School and Sixth Form College, Waterlooville, Hampshire Salary: During training Salary is 17,316 FTE or 15,191.46 per annum term-time only Once fully qualified Salary is Support Staff Grade B 22,737 FTE Or 19,947.35 per annum if term -time only Job Type: Full Time / Permanent, 37 hours a week, 52 weeks a year Hours of Work: Monday to Thursday 8.00am to 4.00pm, Friday 8.00am to 3:30pm (with 30-minute unpaid lunch break) Oaklands is a Catholic Academy taking in boys and girls from 11 -18, which has been established by the Diocese of Portsmouth for the education of Catholic children who live within the designated parish catchment area allocated to the school. In addition, Oaklands also takes in a number of children from other Christian denominations whose parents have specifically requested a Catholic education at the school, provided that they satisfy the criteria laid down in the Governors' Admissions Policy. About The Role: The Trustees of the Edith Stein Academy Trust are seeking to appoint an Apprentice IT Technician to join our hardworking, committed, and enthusiastic IT Support Team at Oaklands Catholic School and Sixth Form College in Waterlooville. We hope this will capture your enthusiasm and would like to thank you for your interest in this post. You will join a team of three supporting nearly 2,000 users and 1,200 devices across three schools in the Waterlooville and Portsmouth areas. We support a large number of Windows devices (Desktop PC 's, Laptops, Tablets), as well as network infrastructure such as switches, servers (both physical and virtual) and wireless access points. We also support printers, photocopiers, and classroom equipment such as projectors, and interactive screens. This is on a Windows LAN with an Office 365 environment. We also support CCTV cameras, the school 's phone system, and the sound and lighting equipment in the school hall. You will be expected to play your part in supporting events, such as the annual school play, the Year 7 Disco, or external lettings in the hall on a rota basis. This busy and varied role, which needs to be approached with enthusiasm and cheerfulness and in return, you will receive full training and exposure to a wide variety of technologies which will stand you in good stead for a career in the IT industry. About You: Essential: 5 GCSEs grade 5 to 9 including English and Maths or equivalent Some knowledge of troubleshooting Windows 10 devices Some knowledge of Microsoft Office 365 An awareness of local area networks Demonstratable ability to think logically and take a methodical approach to problem solving Demonstratable organisational ability, such as being able to prioritise and schedule tasks Ability to work with other staff as a team Real interest and enthusiasm for working with technology A desire to progress in the IT Industry The ability to commit to and complete a long-term period of student (Level 3) Apprenticeships typically take 18 months to complete) Good interpersonal skills, able to communicate to people of a wide range of technical and non-technical backgrounds Smart appearance and friendly manner Flexibility and a readiness to undertake a wide range of tasks The following would be desirable: Experience of working in an IT support environment Experience of working in an educational establishment High level of literacy/communication skills, capable of producing documentation written to a high, professional standard Experience of supporting MacOS Experience of supporting Office 365 / Google Classroom Basic TCP/IP networks e.g. setting up a home router, WiFi Experience of scripting, particularly in PowerShell In sympathy with the Catholic ethos of the school, including a commitment to co -operation and helpfulness and a concern for the well -being of others Closing date: Sunday 17th March 2024 (5pm) Interviews: Week commencing 18th March 2024 If you're interested in the role and would like to put yourself forward, please hit APPLY and follow the link to complete your application including all relevant application forms on our website. Please note that incomplete applications will not be accepted. Please attach the application form together with the consent to obtain references form too Candidates with previous job titles and experience of; Cloud Technician, IT Support Engineer, IT Service Engineer, Service Desk Technician, IT Support Technician, Cloud Support Engineer, Support Technician, IT Support, IT Systems Support, IT Support 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician, 2nd Line Support, 2nd Line Support Technician may also be considered for this role.
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA s for our contract clients Review and set challenging, but achievable, KPI s and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new go to market service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both vouchers and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial s HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients
Mar 28, 2024
Full time
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA s for our contract clients Review and set challenging, but achievable, KPI s and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new go to market service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both vouchers and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial s HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients
Help Desk Analyst (IT 1st & 2nd line support) Location: Coventry Head Office Package: Basic Salary up to £28,000 (dependent on experience) + Bonus & Flexible Benefits Package Hours: 37.5 per week (Monday to Friday only) Sector: Packaging distribution The Company We, the UK s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Head Office. We are a committed equal opportunities employer that champions dignity in the workplace. Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group. The Help Desk Analyst role Working as a key member of our Head Office based business solutions team, this is a hands-on, fast-paced help desk role, providing technical support to all our users based across 30+ sites UK wide. As such, you will be the first point of contact via phone, email, and our customer portal, required to manage internal customer liaison, pro-active feedback and responding to customer queries from ticket creation through to resolution. You must be willing to participate in a shift rota system to cover operational helpdesk hours (6am 5.30pm, Mon - Fri) and key duties will include Providing 1st/2nd line technical support in line with the business-driven SLAs Triage of Support Calls Trouble shooting, diagnosing, and resolving of application & hardware Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and third parties where necessary Flagging common issues for problem investigation and resolution Linking of recurring Incidents to open Problems Daily/weekly monitoring checks on customer systems as per schedule Logging and organising hardware maintenance incidents with third party vendors Recurring activity / data requests from customers Creating and championing Knowledge for common issues Occasional site visits (UK wide) to provide on the ground support Maintaining system and operational documentation Executing administration tasks Data and asset management (mobile phones, iPads, laptops) Hardware diagnosis Laptop and mobile phone configuration Support of company ERP system Maintaining and reviewing the ticket-log database managing ticket status and escalating priority calls as appropriate Utilizing agency and third-party resources Do you have the correct profile? Please note we are seeking an experienced IT help desk support analyst on this occasion, so please only apply if you have 6-12 months relevant IT support/helpdesk experience. Ideally, this prior experience will already have seen you touch on many of the duties listed above (so you can hit the ground running with us). We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role inside out . Whilst we do actively promote from within, opportunities for advancement would only be forthcoming after this period of acclimatization. Please note, our role does require occasional site visits during the year (we have locations UK wide), so you must be prepared to support and participate in these as required. Having your own UK valid driving license is therefore essential to be considered. In addition, you will also ideally meet the following criteria You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10 Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune) Knowledge Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential A desire to learn and embrace new technologies and a can do approach is essential We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender identity, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. Our Benefits We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include: - 25 days annual leave (rising to 27 days with service) plus all public/bank holidays Additional Holiday purchasing scheme (run annually) Contributory pension scheme Geographical salary weighting available at certain specific locations Free parking at most of our site locations Annual (company paid) volunteering day Range of company cars or cash allowance (including hybrid/electric) for qualifying job roles Employee assistance program to support & advise with well-being & any issues Extensive range of training/development & potential progression opportunities Employee discount scheme (discounts on several major retail/leisure brands) Simply Health/Dental Cover option or BUPA cover for qualifying roles Enhanced HR policies relating to various employee rights & entitlements Long service awards (5-40 years) Charitable giving options Financial support with eye-tests/purchasing glasses (DSE users only) O2 Mobile discount scheme (up to 25% off) Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies) Macfarlane Group is dedicated to maximizing every employee s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement. How to apply/next steps This is an urgent appointment whereby we will be working to identify and review the best of applicants swiftly in the hope of selecting the successful candidate to commence with us ASAP. Please note that Macfarlane Group supports hybrid working where possible and we often conduct our first stage interviews via video. To make an application please simply click apply ensuring that your CV is up to date and relevant. All applications will be acknowledged, shortlisted applicants normally hearing from us within a week or two. Unsuccessful applicants will also be notified at the end of our process, although if you haven t heard from us within 2-3 weeks of applying, please assume your application has been unsuccessful. NO RECRUITMENT AGENCIES PLEASE
Mar 28, 2024
Full time
Help Desk Analyst (IT 1st & 2nd line support) Location: Coventry Head Office Package: Basic Salary up to £28,000 (dependent on experience) + Bonus & Flexible Benefits Package Hours: 37.5 per week (Monday to Friday only) Sector: Packaging distribution The Company We, the UK s largest packaging distributor have an exciting opportunity for an experienced Helpdesk Support Analyst to join our IT team based at our Head Office. We are a committed equal opportunities employer that champions dignity in the workplace. Our focus is to provide customers with fully integrated and innovative packaging solutions, augmented by outstanding customer service. Our central IT department prides itself on providing first class support to the wider business group. The Help Desk Analyst role Working as a key member of our Head Office based business solutions team, this is a hands-on, fast-paced help desk role, providing technical support to all our users based across 30+ sites UK wide. As such, you will be the first point of contact via phone, email, and our customer portal, required to manage internal customer liaison, pro-active feedback and responding to customer queries from ticket creation through to resolution. You must be willing to participate in a shift rota system to cover operational helpdesk hours (6am 5.30pm, Mon - Fri) and key duties will include Providing 1st/2nd line technical support in line with the business-driven SLAs Triage of Support Calls Trouble shooting, diagnosing, and resolving of application & hardware Assignment and follow-up with 2nd Line Application Support Engineers, Development Leads, and third parties where necessary Flagging common issues for problem investigation and resolution Linking of recurring Incidents to open Problems Daily/weekly monitoring checks on customer systems as per schedule Logging and organising hardware maintenance incidents with third party vendors Recurring activity / data requests from customers Creating and championing Knowledge for common issues Occasional site visits (UK wide) to provide on the ground support Maintaining system and operational documentation Executing administration tasks Data and asset management (mobile phones, iPads, laptops) Hardware diagnosis Laptop and mobile phone configuration Support of company ERP system Maintaining and reviewing the ticket-log database managing ticket status and escalating priority calls as appropriate Utilizing agency and third-party resources Do you have the correct profile? Please note we are seeking an experienced IT help desk support analyst on this occasion, so please only apply if you have 6-12 months relevant IT support/helpdesk experience. Ideally, this prior experience will already have seen you touch on many of the duties listed above (so you can hit the ground running with us). We are also seeking someone to join us who will be happy to embrace this challenge & commit at this level for at least 18 months and actively master the role inside out . Whilst we do actively promote from within, opportunities for advancement would only be forthcoming after this period of acclimatization. Please note, our role does require occasional site visits during the year (we have locations UK wide), so you must be prepared to support and participate in these as required. Having your own UK valid driving license is therefore essential to be considered. In addition, you will also ideally meet the following criteria You should have excellent customer service, strong problem-solving skills, an analytical mind, and an excellent IT technical background Due to the nature of tasks involved, security and confidentiality are paramount; an ability to work in a discreet and confidential manner is essential You should have experience of supporting Windows Server 2012, Windows 7, 8 & 10 Must have excellent skills in the Microsoft Stack (Microsoft 365, including Office Apps, Teams, SharePoint, Intune) Knowledge Local Area Networks, Wide Area Networks and Wi-Fi would be an advantage but not essential A desire to learn and embrace new technologies and a can do approach is essential We welcome and encourage applications from people of all backgrounds irrespective of your age, gender, disability, race, nationality, ethnicity, gender identity, religion, or sexual orientation. Should you require any specific support or adjustments during the recruitment process, please email our recruitment team directly. Our Benefits We provide a competitive basic starting salary and operate a range of rewarding bonus/incentive schemes. Our flexible employee benefits package can include: - 25 days annual leave (rising to 27 days with service) plus all public/bank holidays Additional Holiday purchasing scheme (run annually) Contributory pension scheme Geographical salary weighting available at certain specific locations Free parking at most of our site locations Annual (company paid) volunteering day Range of company cars or cash allowance (including hybrid/electric) for qualifying job roles Employee assistance program to support & advise with well-being & any issues Extensive range of training/development & potential progression opportunities Employee discount scheme (discounts on several major retail/leisure brands) Simply Health/Dental Cover option or BUPA cover for qualifying roles Enhanced HR policies relating to various employee rights & entitlements Long service awards (5-40 years) Charitable giving options Financial support with eye-tests/purchasing glasses (DSE users only) O2 Mobile discount scheme (up to 25% off) Candidate referral scheme (awards £750 for referring successful applicants to Macfarlane job vacancies) Macfarlane Group is dedicated to maximizing every employee s potential, by providing career development plans and pathways in an environment that fosters personal growth and continuous improvement. How to apply/next steps This is an urgent appointment whereby we will be working to identify and review the best of applicants swiftly in the hope of selecting the successful candidate to commence with us ASAP. Please note that Macfarlane Group supports hybrid working where possible and we often conduct our first stage interviews via video. To make an application please simply click apply ensuring that your CV is up to date and relevant. All applications will be acknowledged, shortlisted applicants normally hearing from us within a week or two. Unsuccessful applicants will also be notified at the end of our process, although if you haven t heard from us within 2-3 weeks of applying, please assume your application has been unsuccessful. NO RECRUITMENT AGENCIES PLEASE
Global Technology Solutions Ltd
Peterborough, Cambridgeshire
Location - Hampton, PeterboroughPay - £14.16 per hour, after 3 months goes up to £15.44Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week.Required skills:- Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory- Experience with Microsoft Word/Excel/PowerPoint/Outlook- Speaking/typing in English to a professional level.- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.- Educated to GCSE Level or equivalent in Maths and English- IT certificated desirable but not essential.- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.- Adhering to Incident management procedures.- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- Keeping up to date with the current standard procedures.- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager- Escalate potential problem issues with Problem and Incident Management.- Contributing to team meetings.If you think you're suitable, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Mar 28, 2024
Full time
Location - Hampton, PeterboroughPay - £14.16 per hour, after 3 months goes up to £15.44Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week.Required skills:- Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory- Experience with Microsoft Word/Excel/PowerPoint/Outlook- Speaking/typing in English to a professional level.- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.- Educated to GCSE Level or equivalent in Maths and English- IT certificated desirable but not essential.- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.- Adhering to Incident management procedures.- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- Keeping up to date with the current standard procedures.- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager- Escalate potential problem issues with Problem and Incident Management.- Contributing to team meetings.If you think you're suitable, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Global Technology Solutions Ltd
Peterborough, Cambridgeshire
SC Cleared applicants only.Location - Hampton, PeterboroughPay - £21.37Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line Support of Wintel / Retail and Hardware related incidents- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- You would mainly be providing a single point of contact to customers and insure that incidents are fully managed through to a resolution.Ideal Experience:- Ivanti, - ServiceNow, - O365 administration, - AD, - Comptia A+, - ITIL, - MCSA, - Citrix, - MFA, - Customer service. - Outlook, - Folder file permissions, - Wi-Fi/Network troubleshooting, - Distribution lists.If you think you're suitable for the role, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Mar 28, 2024
Full time
SC Cleared applicants only.Location - Hampton, PeterboroughPay - £21.37Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line Support of Wintel / Retail and Hardware related incidents- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- You would mainly be providing a single point of contact to customers and insure that incidents are fully managed through to a resolution.Ideal Experience:- Ivanti, - ServiceNow, - O365 administration, - AD, - Comptia A+, - ITIL, - MCSA, - Citrix, - MFA, - Customer service. - Outlook, - Folder file permissions, - Wi-Fi/Network troubleshooting, - Distribution lists.If you think you're suitable for the role, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Global Technology Solutions Ltd
Peterborough, Cambridgeshire
Location - Hampton, PeterboroughPay - £16.30Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line Support of Wintel / Retail and Hardware related incidents- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- You would mainly be providing a single point of contact to customers and insure that incidents are fully managed through to a resolution.Ideal Experience:- Ivanti, - ServiceNow, - O365 administration, - AD, - Comptia A+, - ITIL, - MCSA, - Citrix, - MFA, - Customer service. - Outlook, - Folder file permissions, - Wi-Fi/Network troubleshooting, - Distribution lists.If you think you're a suitable candidate, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Mar 28, 2024
Full time
Location - Hampton, PeterboroughPay - £16.30Contract Duration - 3 months You will ideally have a minimum of 6 months to 1 years experience working on a ticketed IT service desk in a level 1 role but this is not essential.Shifts - 10.5 paid hrs (1.5hr break) 20:00 to 08:00. 4 nights on and 4 nights off.Requirements:- 1st Line Support of Wintel / Retail and Hardware related incidents- Accurately log incidents and ensure all relevant data is captured whilst logging the incident.- Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- You would mainly be providing a single point of contact to customers and insure that incidents are fully managed through to a resolution.Ideal Experience:- Ivanti, - ServiceNow, - O365 administration, - AD, - Comptia A+, - ITIL, - MCSA, - Citrix, - MFA, - Customer service. - Outlook, - Folder file permissions, - Wi-Fi/Network troubleshooting, - Distribution lists.If you think you're a suitable candidate, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
1st Line IT Support Engineer - Hertford - MSP Due to continued growth, a leading Microsoft Gold Partner based in Hertford is looking for a 1st Line IT Support Engineer to join the team. As a leading technology company, you will become part of a reputable organisation dedicated to delivering exceptional services to end users. The team is expanding across the business, and you will be joining a proactive, and strongly motivated team. For those looking to work their way up the career ladder, this is your ticket to career transformation. Key Skills required: Previous experience in a Service Desk or Field-based role Windows OS 11/10 Windows Server, Exchange Server experience Active Directory Group Policy (DNS/DHCP) VPN technologies Firewall technologies & troubleshooting It would be highly advantageous if the ideal candidate that experience with the following: VMware/Hyper-V virtualisation tools Office 365 SQL Server Backup technologies e.g. Veeam The roles and responsibilities of the role include administering T1 support requests, accurate call logging and relevant escalation when necessary. Working closely with the other Service Desk team in a collaborative environment sharing experience and skills where applicable. Company benefits include: Starting salary of £23K-£26K Car allowance of £2.5K 25 days annual leave + bank holiday Company pension scheme Private healthcare Business milage for onsite when required Plus much more Interested? Don't worry if your current CV isn't up to date - please reach out to recruitment (dot) com Key words: Windows Server, IT Support, Microsoft Gold Partner, 1st line, 2nd Line, Technical support, office 365, azure, vmware, networking, MSP, Hertford, Hertfordshire, Steveage, Welwym, hyper-v, exchange, Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
Mar 28, 2024
Full time
1st Line IT Support Engineer - Hertford - MSP Due to continued growth, a leading Microsoft Gold Partner based in Hertford is looking for a 1st Line IT Support Engineer to join the team. As a leading technology company, you will become part of a reputable organisation dedicated to delivering exceptional services to end users. The team is expanding across the business, and you will be joining a proactive, and strongly motivated team. For those looking to work their way up the career ladder, this is your ticket to career transformation. Key Skills required: Previous experience in a Service Desk or Field-based role Windows OS 11/10 Windows Server, Exchange Server experience Active Directory Group Policy (DNS/DHCP) VPN technologies Firewall technologies & troubleshooting It would be highly advantageous if the ideal candidate that experience with the following: VMware/Hyper-V virtualisation tools Office 365 SQL Server Backup technologies e.g. Veeam The roles and responsibilities of the role include administering T1 support requests, accurate call logging and relevant escalation when necessary. Working closely with the other Service Desk team in a collaborative environment sharing experience and skills where applicable. Company benefits include: Starting salary of £23K-£26K Car allowance of £2.5K 25 days annual leave + bank holiday Company pension scheme Private healthcare Business milage for onsite when required Plus much more Interested? Don't worry if your current CV isn't up to date - please reach out to recruitment (dot) com Key words: Windows Server, IT Support, Microsoft Gold Partner, 1st line, 2nd Line, Technical support, office 365, azure, vmware, networking, MSP, Hertford, Hertfordshire, Steveage, Welwym, hyper-v, exchange, Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
I am looking for a 1st line support analyst to join my prestigious customer based in Ystrad Mynach. This role attracts a salary of £23'800 pa. This is a fantastic opportunity for a talented 1st Line Service Desk professional with an aptitude for problem-solving IT issues and has excellent customer support skills. You will be working as a key member of a growing Services team, delivering quality front-line support to a variety of public and private sector businesses as well as internal staff. Benefits include: 25 days holiday entitlement rising to 28 days after 5 plus years' service Holiday Purchase Scheme 2 days for personal wellbeing Company supported CSR Volunteer Day Pension - including option to join Salary Sacrifice/Exchange for Pension scheme (SXP) Electric Vehicle Salary Sacrifice Scheme Death in Service - x4 basic salary Private Medical Insurance available, partially subsidised SAGE- Employee Benefits Membership Corporate gym membership available, partially subsidised Salary Sacrifice charity donation scheme Forming part of a dynamic 1st Line team, your key responsibilities include capturing and dealing with a broad range of customer requests and incidents; as well as developing our support model, building work instructions and documentation. You will have a thirst to learn new skills in technology and delivering managed services. In return, the role offers an opportunity to work in a customer-centric environment with a diverse and supportive team, and career opportunities to grow into roles at 2nd and 3rd Line levels. As with all personnel within the business, the individual will also be required to show: A commitment to comply with the Company's Information Security Policy. A commitment to promptly report any security weaknesses or incidents. A commitment to adopt and maintain a Health and Safety culture within the Group. Essential Skills Providing basic/1st Line support for Desktop and Laptop operating systems. Knowledge of the Microsoft Office suite, especially regarding applications support and troubleshooting. Knowledge of Microsoft Outlook, especially regarding application support and troubleshooting. Installation, configuration and troubleshooting software. Desirable Skills Experience working on an IT service desk, especially in logging and resolving issues. Basic networking skills such as the setup of Wireless access points, switches, routers, and firewalls. Experience with Active Directory and Exchange to the extent of creating and managing users and permissions. Managing and the administration of desktop Antivirus software (e.g. Sophos). Experience of data backup and replication technologies (Veeam, EVault, Datto, Asigra etc.). An understanding of Printing and Unified Comms systems. An understanding of Virtualisation concepts and technologies. Familiarisation with monitoring toolsets (e.g. PRTG) and alert management. Utilising remote customer support tools, e.g. RDP, Logmein, etc.
Mar 28, 2024
Full time
I am looking for a 1st line support analyst to join my prestigious customer based in Ystrad Mynach. This role attracts a salary of £23'800 pa. This is a fantastic opportunity for a talented 1st Line Service Desk professional with an aptitude for problem-solving IT issues and has excellent customer support skills. You will be working as a key member of a growing Services team, delivering quality front-line support to a variety of public and private sector businesses as well as internal staff. Benefits include: 25 days holiday entitlement rising to 28 days after 5 plus years' service Holiday Purchase Scheme 2 days for personal wellbeing Company supported CSR Volunteer Day Pension - including option to join Salary Sacrifice/Exchange for Pension scheme (SXP) Electric Vehicle Salary Sacrifice Scheme Death in Service - x4 basic salary Private Medical Insurance available, partially subsidised SAGE- Employee Benefits Membership Corporate gym membership available, partially subsidised Salary Sacrifice charity donation scheme Forming part of a dynamic 1st Line team, your key responsibilities include capturing and dealing with a broad range of customer requests and incidents; as well as developing our support model, building work instructions and documentation. You will have a thirst to learn new skills in technology and delivering managed services. In return, the role offers an opportunity to work in a customer-centric environment with a diverse and supportive team, and career opportunities to grow into roles at 2nd and 3rd Line levels. As with all personnel within the business, the individual will also be required to show: A commitment to comply with the Company's Information Security Policy. A commitment to promptly report any security weaknesses or incidents. A commitment to adopt and maintain a Health and Safety culture within the Group. Essential Skills Providing basic/1st Line support for Desktop and Laptop operating systems. Knowledge of the Microsoft Office suite, especially regarding applications support and troubleshooting. Knowledge of Microsoft Outlook, especially regarding application support and troubleshooting. Installation, configuration and troubleshooting software. Desirable Skills Experience working on an IT service desk, especially in logging and resolving issues. Basic networking skills such as the setup of Wireless access points, switches, routers, and firewalls. Experience with Active Directory and Exchange to the extent of creating and managing users and permissions. Managing and the administration of desktop Antivirus software (e.g. Sophos). Experience of data backup and replication technologies (Veeam, EVault, Datto, Asigra etc.). An understanding of Printing and Unified Comms systems. An understanding of Virtualisation concepts and technologies. Familiarisation with monitoring toolsets (e.g. PRTG) and alert management. Utilising remote customer support tools, e.g. RDP, Logmein, etc.
Infrastructure Engineer St Ives, Cambridgeshire. Monday - Friday 8:00am - 5:00pm £35,000 - £45,000 Depending on experience Benefits: 25 Days holiday + 8 bank holidays, Company Events, Cycle to work scheme, Health & well-being programme, referral programme, Onsite parking, Uniform and Safety garments provided, 24/7 free access to Udemy for business as well as mentoring and other growth opportunities. Due to growth, our client based in St Ives is seeking an experienced Infrastructure Engineer to join their growing team. We are seeking a candidates with at least 6 years experience and ideally experience of working with multiple clients. You will provide day-to-day front-end support to clients to include resolving incidents and fulfilling service requests to minimise client disruption. Whilst this role is office based, you will be required to visit clients' premises at times, therefore a Full driving licence and own transport is required. Who are we? We are Busy Bee Recruitment, an awarding-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our wonderful client base. What our client can offer you: Provide prompt, accurate and consistent communication to clients. Learn and understand every intricate detail of a client or collection of clients' systems and infrastructures. Onboard new clients, assessing and documenting current systems and infrastructure. Implement change/new systems and hardware at clients sites. Investigate, diagnose and resolve technical incidents, escalating where appropriate. Travel to and from sites across the UK (some overnight stays possible). Guide and support 1st,2nd and 3rd line service desk analysts as well as field service technicians, mentoring and coaching to enhance skills and abilities. What we are looking for: Microsoft 365 certified: Modern Desktop Administrator Associate, Draytek DCNA certified, 3CX Qualified (advanced), MCSA Windows Server 2016-19 or equivalent, MTA:Networking security and windows server administrator fundamental, Microsoft Certified :Azure Fundamentals, Microsoft Exchange qualifications, Microsoft 365 certified: fundamentals or equivalent. Experience of working in a Service Desk Environment for at least 6 years. Experience of working with a variety of clients. Expert knowledge of mobile phone devices, both apple and android. Knowledge of hardware such as printers and Bluetooth peripherals. Previous experience in supporting and implementing client hardware and software. Previous experience in implementing various Firewall technologies. Experience in supporting and diagnosing LAN, WAN and VLAN typologies. So, are you ready for your next job? Hit on the apply button today If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.
Mar 28, 2024
Full time
Infrastructure Engineer St Ives, Cambridgeshire. Monday - Friday 8:00am - 5:00pm £35,000 - £45,000 Depending on experience Benefits: 25 Days holiday + 8 bank holidays, Company Events, Cycle to work scheme, Health & well-being programme, referral programme, Onsite parking, Uniform and Safety garments provided, 24/7 free access to Udemy for business as well as mentoring and other growth opportunities. Due to growth, our client based in St Ives is seeking an experienced Infrastructure Engineer to join their growing team. We are seeking a candidates with at least 6 years experience and ideally experience of working with multiple clients. You will provide day-to-day front-end support to clients to include resolving incidents and fulfilling service requests to minimise client disruption. Whilst this role is office based, you will be required to visit clients' premises at times, therefore a Full driving licence and own transport is required. Who are we? We are Busy Bee Recruitment, an awarding-winning recruitment agency supplying both temporary and permanent staffing solutions throughout the UK to our wonderful client base. What our client can offer you: Provide prompt, accurate and consistent communication to clients. Learn and understand every intricate detail of a client or collection of clients' systems and infrastructures. Onboard new clients, assessing and documenting current systems and infrastructure. Implement change/new systems and hardware at clients sites. Investigate, diagnose and resolve technical incidents, escalating where appropriate. Travel to and from sites across the UK (some overnight stays possible). Guide and support 1st,2nd and 3rd line service desk analysts as well as field service technicians, mentoring and coaching to enhance skills and abilities. What we are looking for: Microsoft 365 certified: Modern Desktop Administrator Associate, Draytek DCNA certified, 3CX Qualified (advanced), MCSA Windows Server 2016-19 or equivalent, MTA:Networking security and windows server administrator fundamental, Microsoft Certified :Azure Fundamentals, Microsoft Exchange qualifications, Microsoft 365 certified: fundamentals or equivalent. Experience of working in a Service Desk Environment for at least 6 years. Experience of working with a variety of clients. Expert knowledge of mobile phone devices, both apple and android. Knowledge of hardware such as printers and Bluetooth peripherals. Previous experience in supporting and implementing client hardware and software. Previous experience in implementing various Firewall technologies. Experience in supporting and diagnosing LAN, WAN and VLAN typologies. So, are you ready for your next job? Hit on the apply button today If you have not received a response within 3-5 working days, unfortunately your application has been unsuccessful. Busy Bee Recruitment Ltd is acting as an Employment Agency for this Permanent vacancy.
Join Us as Head of Support Location: Milton Keynes Office Salary: Up to 60,000 Are you ready to revolutionise customer support? We are seeking a dynamic and innovative Head of Support to lead a support team into the future. If you exude competence and thrive on innovation, this role is tailored for you. About the company: Our client is at the forefront of AI technology and passionate about using modern methods to elevate their support services. They believe in pushing boundaries, embracing change, and delivering exceptional customer experiences. The Opportunity: As their Head of Support, you're not just managing; you're inspiring and leading a team dedicated to excellence. You understand that strength lies in your people and the community. Your mission is to drive customers' support experience beyond current boundaries, champion innovation, and foster a culture of continuous improvement. The help desk handles over 8,000 tickets per year via our 20 strong 1st, 2nd, and 3rd-line analysts, who have deep application and domain knowledge. They provide the first point of help for customers who are stuck, need advice, or have encountered a snag. As part of the Strategic Management Team, you will lead the support team and deliver a service that customers truly love. What You'll Do as a Head of Support: Lead and inspire a team of 15+ support professionals to deliver outstanding service. Develop and implement innovative support strategies aligned with company objectives. Drive continuous improvement initiatives to optimise processes and enhance efficiency. Foster a culture of collaboration, learning, and growth within the support department. Act as a strategic advisor to senior management, providing insights and recommendations to enhance customer satisfaction. What We're Looking For in a Head of Support: A proven leader with at least three years of experience in senior management, preferably leading a support department. A trailblazer passionate about AI and leveraging modern methods to revolutionise support operations. Excellent communication skills with the ability to influence and inspire others. Strong problem-solving abilities and a proactive approach to overcoming challenges. A customer-centric mindset with a relentless focus on delivering exceptional experiences. Why apply: Be part of a dynamic and innovative team at the forefront of AI technology. Opportunity to make a significant impact and drive meaningful change. Competitive salary of up to 60,000 and attractive benefits package. Collaborative and inclusive work environment that values creativity and diversity. Ready to Lead a Support Revolution? We want to hear from you if you're ready to take on this exciting challenge and lead our support function to new heights! Apply now and join us on our journey to redefine customer excellence.
Mar 28, 2024
Full time
Join Us as Head of Support Location: Milton Keynes Office Salary: Up to 60,000 Are you ready to revolutionise customer support? We are seeking a dynamic and innovative Head of Support to lead a support team into the future. If you exude competence and thrive on innovation, this role is tailored for you. About the company: Our client is at the forefront of AI technology and passionate about using modern methods to elevate their support services. They believe in pushing boundaries, embracing change, and delivering exceptional customer experiences. The Opportunity: As their Head of Support, you're not just managing; you're inspiring and leading a team dedicated to excellence. You understand that strength lies in your people and the community. Your mission is to drive customers' support experience beyond current boundaries, champion innovation, and foster a culture of continuous improvement. The help desk handles over 8,000 tickets per year via our 20 strong 1st, 2nd, and 3rd-line analysts, who have deep application and domain knowledge. They provide the first point of help for customers who are stuck, need advice, or have encountered a snag. As part of the Strategic Management Team, you will lead the support team and deliver a service that customers truly love. What You'll Do as a Head of Support: Lead and inspire a team of 15+ support professionals to deliver outstanding service. Develop and implement innovative support strategies aligned with company objectives. Drive continuous improvement initiatives to optimise processes and enhance efficiency. Foster a culture of collaboration, learning, and growth within the support department. Act as a strategic advisor to senior management, providing insights and recommendations to enhance customer satisfaction. What We're Looking For in a Head of Support: A proven leader with at least three years of experience in senior management, preferably leading a support department. A trailblazer passionate about AI and leveraging modern methods to revolutionise support operations. Excellent communication skills with the ability to influence and inspire others. Strong problem-solving abilities and a proactive approach to overcoming challenges. A customer-centric mindset with a relentless focus on delivering exceptional experiences. Why apply: Be part of a dynamic and innovative team at the forefront of AI technology. Opportunity to make a significant impact and drive meaningful change. Competitive salary of up to 60,000 and attractive benefits package. Collaborative and inclusive work environment that values creativity and diversity. Ready to Lead a Support Revolution? We want to hear from you if you're ready to take on this exciting challenge and lead our support function to new heights! Apply now and join us on our journey to redefine customer excellence.
In Technology Group Limited
Solihull, West Midlands
IT Service Desk Analyst - GBP 30000 Role - IT Service Desk Analyst Location - Birmingham Salary - £26,000 - £30,000 We are looking for an IT Specialist to deliver 1st and 2nd line support to join an ITIL based Service Desk Team in a Logistics Firm. If you have an appetite to learn, with a can-do attitude and are literate in IT, then you are in the right place. Being a single point of contact for employees, customers, and business partners - you will handle a wide range of requests as part of the role. Essential skills: ITIL Foundation IT Service management Windows 10, Server 2008/2012,2016 Active Directory Office 365 DNS, DHCP, TCP/IP Azure cloud infrastructure HP MSA SAN experience HP Server and networking hardware MDM Desirable skills: Understanding of supply chain & freight MS SQL / SSIS / SSRS PowerShell Applications : MS Visio, MS Project & Altova Mapforce. If you think you could be a good fit for the role, either apply directly or send your full CV to Thomas com. ITIL - Windows - Active Directory - Office 365 - DNS - DHCP - TCP/IP - AZURE - SAN - Networking - SAN - SQL - PowerShell In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 28, 2024
Full time
IT Service Desk Analyst - GBP 30000 Role - IT Service Desk Analyst Location - Birmingham Salary - £26,000 - £30,000 We are looking for an IT Specialist to deliver 1st and 2nd line support to join an ITIL based Service Desk Team in a Logistics Firm. If you have an appetite to learn, with a can-do attitude and are literate in IT, then you are in the right place. Being a single point of contact for employees, customers, and business partners - you will handle a wide range of requests as part of the role. Essential skills: ITIL Foundation IT Service management Windows 10, Server 2008/2012,2016 Active Directory Office 365 DNS, DHCP, TCP/IP Azure cloud infrastructure HP MSA SAN experience HP Server and networking hardware MDM Desirable skills: Understanding of supply chain & freight MS SQL / SSIS / SSRS PowerShell Applications : MS Visio, MS Project & Altova Mapforce. If you think you could be a good fit for the role, either apply directly or send your full CV to Thomas com. ITIL - Windows - Active Directory - Office 365 - DNS - DHCP - TCP/IP - AZURE - SAN - Networking - SAN - SQL - PowerShell In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Role: Junior IT Support Engineer Location: Wolverhampton Salary: £18,000 - £20,000Professional Development & Excellent Benefits! Sector: Managed IT Services We are looking for an experienced IT Service Desk Analyst to join our IT Solutions team. The successful candidate will be responsible for providing technical support and guidance to our customers, and ensuring that IT related problems are resolved in a timely manner. Key Responsibilities: Provide technical support to customers via phone, email, and live chat. Troubleshoot and resolve IT-related problems. Monitor and respond to customer inquiries and complaints. Maintain customer records and update them as needed. Provide feedback and suggestions for improving the customer experience. Follow up with customers to ensure their satisfaction with our services. Required Skills: Experience providing 1st Line Support Active Directory & Group Policy Office 365 - Admin portal SharePoint Knowledge of Windows Server 2012 & 2016 Understanding of Hyper V & Citrix Networking knowledge - Routers, Switches, WAPs, Firewalls, DNS, DHCP. Windows & Mac OS's Hardware builds and updates Endpoint threat management products Excellent written & verbal communication skills Skills that will make you stand out: Azure AD MSP experience ConnectWise CompTIA A+ & Network+ Microsoft certifications If the opportunity to gain exposure to new technologies and work within an exciting & technical environment is something of interest to you, please apply for this role ASAP. Please email me on ( thomas com. ) 1st Line Support - 2nd line support - Active Directory - Office 365 - Windows OS - macOS - Hardware - Hyper V - Citrix - Servers - Networking - Security In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 28, 2024
Full time
Role: Junior IT Support Engineer Location: Wolverhampton Salary: £18,000 - £20,000Professional Development & Excellent Benefits! Sector: Managed IT Services We are looking for an experienced IT Service Desk Analyst to join our IT Solutions team. The successful candidate will be responsible for providing technical support and guidance to our customers, and ensuring that IT related problems are resolved in a timely manner. Key Responsibilities: Provide technical support to customers via phone, email, and live chat. Troubleshoot and resolve IT-related problems. Monitor and respond to customer inquiries and complaints. Maintain customer records and update them as needed. Provide feedback and suggestions for improving the customer experience. Follow up with customers to ensure their satisfaction with our services. Required Skills: Experience providing 1st Line Support Active Directory & Group Policy Office 365 - Admin portal SharePoint Knowledge of Windows Server 2012 & 2016 Understanding of Hyper V & Citrix Networking knowledge - Routers, Switches, WAPs, Firewalls, DNS, DHCP. Windows & Mac OS's Hardware builds and updates Endpoint threat management products Excellent written & verbal communication skills Skills that will make you stand out: Azure AD MSP experience ConnectWise CompTIA A+ & Network+ Microsoft certifications If the opportunity to gain exposure to new technologies and work within an exciting & technical environment is something of interest to you, please apply for this role ASAP. Please email me on ( thomas com. ) 1st Line Support - 2nd line support - Active Directory - Office 365 - Windows OS - macOS - Hardware - Hyper V - Citrix - Servers - Networking - Security In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Role: Junior IT Support Engineer Location: Wolverhampton Salary: 18,000 - 20,000 Professional Development & Excellent Benefits! Sector: Managed IT Services We are looking for an experienced IT Service Desk Analyst to join our IT Solutions team. The successful candidate will be responsible for providing technical support and guidance to our customers, and ensuring that IT related problems are resolved in a timely manner. Key Responsibilities: Provide technical support to customers via phone, email, and live chat. Troubleshoot and resolve IT-related problems. Monitor and respond to customer inquiries and complaints. Maintain customer records and update them as needed. Provide feedback and suggestions for improving the customer experience. Follow up with customers to ensure their satisfaction with our services. Required Skills: Experience providing 1st Line Support Active Directory & Group Policy Office 365 - Admin portal SharePoint Knowledge of Windows Server 2012 & 2016 Understanding of Hyper V & Citrix Networking knowledge - Routers, Switches, WAPs, Firewalls, DNS, DHCP. Windows & Mac OS's Hardware builds and updates Endpoint threat management products Excellent written & verbal communication skills Skills that will make you stand out: Azure AD MSP experience ConnectWise CompTIA A+ & Network+ Microsoft certifications If the opportunity to gain exposure to new technologies and work within an exciting & technical environment is something of interest to you, please apply for this role ASAP. Please email me on ( thomas com. ) 1st Line Support - 2nd line support - Active Directory - Office 365 - Windows OS - macOS - Hardware - Hyper V - Citrix - Servers - Networking - Security In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 28, 2024
Full time
Role: Junior IT Support Engineer Location: Wolverhampton Salary: 18,000 - 20,000 Professional Development & Excellent Benefits! Sector: Managed IT Services We are looking for an experienced IT Service Desk Analyst to join our IT Solutions team. The successful candidate will be responsible for providing technical support and guidance to our customers, and ensuring that IT related problems are resolved in a timely manner. Key Responsibilities: Provide technical support to customers via phone, email, and live chat. Troubleshoot and resolve IT-related problems. Monitor and respond to customer inquiries and complaints. Maintain customer records and update them as needed. Provide feedback and suggestions for improving the customer experience. Follow up with customers to ensure their satisfaction with our services. Required Skills: Experience providing 1st Line Support Active Directory & Group Policy Office 365 - Admin portal SharePoint Knowledge of Windows Server 2012 & 2016 Understanding of Hyper V & Citrix Networking knowledge - Routers, Switches, WAPs, Firewalls, DNS, DHCP. Windows & Mac OS's Hardware builds and updates Endpoint threat management products Excellent written & verbal communication skills Skills that will make you stand out: Azure AD MSP experience ConnectWise CompTIA A+ & Network+ Microsoft certifications If the opportunity to gain exposure to new technologies and work within an exciting & technical environment is something of interest to you, please apply for this role ASAP. Please email me on ( thomas com. ) 1st Line Support - 2nd line support - Active Directory - Office 365 - Windows OS - macOS - Hardware - Hyper V - Citrix - Servers - Networking - Security In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
IT Service Desk Analyst - GBP 30000 Role - IT Service Desk Analyst Location - Birmingham Salary - 26,000 - 30,000 We are looking for an IT Specialist to deliver 1st and 2nd line support to join an ITIL based Service Desk Team in a Logistics Firm. If you have an appetite to learn, with a can-do attitude and are literate in IT, then you are in the right place. Being a single point of contact for employees, customers, and business partners - you will handle a wide range of requests as part of the role. Essential skills: ITIL Foundation IT Service management Windows 10, Server 2008/2012,2016 Active Directory Office 365 DNS, DHCP, TCP/IP Azure cloud infrastructure HP MSA SAN experience HP Server and networking hardware MDM Desirable skills: Understanding of supply chain & freight MS SQL / SSIS / SSRS PowerShell Applications : MS Visio, MS Project & Altova Mapforce. If you think you could be a good fit for the role, either apply directly or send your full CV to Thomas com. ITIL - Windows - Active Directory - Office 365 - DNS - DHCP - TCP/IP - AZURE - SAN - Networking - SAN - SQL - PowerShell In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
Mar 28, 2024
Full time
IT Service Desk Analyst - GBP 30000 Role - IT Service Desk Analyst Location - Birmingham Salary - 26,000 - 30,000 We are looking for an IT Specialist to deliver 1st and 2nd line support to join an ITIL based Service Desk Team in a Logistics Firm. If you have an appetite to learn, with a can-do attitude and are literate in IT, then you are in the right place. Being a single point of contact for employees, customers, and business partners - you will handle a wide range of requests as part of the role. Essential skills: ITIL Foundation IT Service management Windows 10, Server 2008/2012,2016 Active Directory Office 365 DNS, DHCP, TCP/IP Azure cloud infrastructure HP MSA SAN experience HP Server and networking hardware MDM Desirable skills: Understanding of supply chain & freight MS SQL / SSIS / SSRS PowerShell Applications : MS Visio, MS Project & Altova Mapforce. If you think you could be a good fit for the role, either apply directly or send your full CV to Thomas com. ITIL - Windows - Active Directory - Office 365 - DNS - DHCP - TCP/IP - AZURE - SAN - Networking - SAN - SQL - PowerShell In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.
R ole Overview As a Service Desk Analyst, you will play a critical role in supporting staff within the business in their use of their IT equipment. You will work within the IT team to support Hardware, Software, and key systems including troubleshooting issues and deploying new systems and services. Responsibilities Provide 1st line technical support for company computer systems and user equipment, including laptops, desktops, smartphones, and tablets Providing remote user support for Desktop and Mobile users, including occasional site visits for job resolution and equipment delivery Performing basic administrative support duties, as required, to meet specific operational objectives Fault diagnosis on company devices such as laptops and desktops, mobile phones, and tablets Liaise with external suppliers and contractors Purchasing, imaging, and configuring new laptops, desktops, mobiles & tablets, including software installation Providing the first point of contact for staff and dealing with issues whist managing service desk workload Escalating issues to 2nd line where necessary Utilising support tools including ITSM and endpoint management software such as Manage Engine, ServiceDesk Plus and Desktop Central Skills, Experience & Qualifications All-round knowledge of IT hardware, software and peripherals Experience of Active Directory and Microsoft 365 Familiar with ManageEngine products (desirable) Trustworthy and ethical approach, exercising discretion where required Organised, structured, and professional, with a passion for excellence Flexibility, resilience, and the ability to influence and build relationships at all levels Excellent communication that shows compassion and empathy Ability to explain technical issues in a non-technical way Commitment to the provision of excellent customer service Experience in a fast paced and multi-site business Self-starter who can prioritise a varied workload and demonstrate good time management Company Benefits 25 days holiday plus bank holidays Private Medical Insurance Perks at work scheme (discount from high street retailers) Free eye test vouchers Free Parking Flexible Working 5% enhanced pension contribution At Svella, we are committed to creating inclusive opportunities for all our employees. We encourage applicants from all backgrounds to reflect the communities in which we operate and serve, and the customers we support. Please do let us know should you require any reasonable adjustments during any part of the application process.
Mar 28, 2024
Full time
R ole Overview As a Service Desk Analyst, you will play a critical role in supporting staff within the business in their use of their IT equipment. You will work within the IT team to support Hardware, Software, and key systems including troubleshooting issues and deploying new systems and services. Responsibilities Provide 1st line technical support for company computer systems and user equipment, including laptops, desktops, smartphones, and tablets Providing remote user support for Desktop and Mobile users, including occasional site visits for job resolution and equipment delivery Performing basic administrative support duties, as required, to meet specific operational objectives Fault diagnosis on company devices such as laptops and desktops, mobile phones, and tablets Liaise with external suppliers and contractors Purchasing, imaging, and configuring new laptops, desktops, mobiles & tablets, including software installation Providing the first point of contact for staff and dealing with issues whist managing service desk workload Escalating issues to 2nd line where necessary Utilising support tools including ITSM and endpoint management software such as Manage Engine, ServiceDesk Plus and Desktop Central Skills, Experience & Qualifications All-round knowledge of IT hardware, software and peripherals Experience of Active Directory and Microsoft 365 Familiar with ManageEngine products (desirable) Trustworthy and ethical approach, exercising discretion where required Organised, structured, and professional, with a passion for excellence Flexibility, resilience, and the ability to influence and build relationships at all levels Excellent communication that shows compassion and empathy Ability to explain technical issues in a non-technical way Commitment to the provision of excellent customer service Experience in a fast paced and multi-site business Self-starter who can prioritise a varied workload and demonstrate good time management Company Benefits 25 days holiday plus bank holidays Private Medical Insurance Perks at work scheme (discount from high street retailers) Free eye test vouchers Free Parking Flexible Working 5% enhanced pension contribution At Svella, we are committed to creating inclusive opportunities for all our employees. We encourage applicants from all backgrounds to reflect the communities in which we operate and serve, and the customers we support. Please do let us know should you require any reasonable adjustments during any part of the application process.
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA's for our contract clients Review and set challenging, but achievable, KPI's and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new 'go to market' service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both 'vouchers' and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial's HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients
Mar 28, 2024
Full time
As the Head of IT Support, you will oversee our Cheltenham based support centre delivering 1st, 2nd, 3rd line and ad-hoc onsite support to customers across the UK. Taking the direct report of the 1st Line Team Leader, 2nd Line Team Leader, 3rd Line Team Leader and IT Monitoring Analyst, you will have the key responsibility of managing, developing and enhancing our support offering. Your responsibilities as a Head of IT Support will be: Deliver an ITIL aligned, best-in-class service at all times where customer service and communication is paramount Ensure that Network Operations Centre meets the various SLA's for our contract clients Review and set challenging, but achievable, KPI's and Objectives as part of regular one-to-one meetings with all direct reports Create, develop, and present weekly, monthly, quarterly, and annual reports to clients and internal stakeholders as required Perform quarterly and annual profitability analysis to ensure that services are financially viable for Commercial to provide, and identify clients where added value services should be delivered Act as an escalation point for incidents, change and problem management, which may include dealing with the client directly, attending client meetings and intervening in helpdesk tasks to resolve problematic issues Review ongoing progress of all Network Operations Centre staff to ensure they continue to grow technically, progress within the Company, and clients continue to receive the highest levels of service delivery across all supported contractual items Conduct face to face service review meetings with service sponsors and stakeholders as required Create, co-create and assist with tender responses and presentations as required Identify, recommend and productise new 'go to market' service offerings including market analysis, client opportunity analysis, defining service deliverables and pricing Lead service contact for large IT Services clients, to include regular meetings with clients to review service quality and build strong client relationships Review existing processes, procedures, and tooling for improvement opportunities identify Be involved with ISO audits, including ISO 27001, and BC/DR planning Ensure ad-hoc chargeable work, both 'vouchers' and structured engineering, is authorised and invoiced accordingly Identify areas of new opportunity within existing client accounts Create and lead an inspired team Ensure compliance with Commercial's HR, Recruitment and Payroll processes in regards to team management About you Passion for delivering an exceptional IT service to our values clients Significant experience of managing day-to-day operations of a busy Service Desk / remote support function Experience of working for a Managed Service Provider is desirable but not essential Strong leadership skills for both office based and remote workers, including Personal Development Plans, KPI and objective Setting, and Talent Management An understanding, appreciation and demonstration of the importance of clear and transparent customer communication, both written and verbal, that can be tailored to all levels Strong technical understanding of on-premise solutions (Servers, Storage, Switching, Virtualisation) and Cloud based technologies Understanding of IT specific Service Desk practises (ITIL, CSI, PDCA etc) Ability to cope under pressure and prioritise workloads to meet pre-agreed deadlines Previous experience of building effective working relationships with clients