Global Technology Solutions Ltd
Portsmouth, Hampshire
Location: 1 day a month onsite (Portsmouth), will alter to Fareham at some point this year), rest of time work at home. Due to SLA's candidates will need to be a max 30-35 mile radius from Portsmouth/Fareham area.Hours: flexible hrs range Monday to Friday Salary: £48,500 p.aWe have an exciting opportunity for an Infrastructure Support Engineer who specializes in VMWare to join our client on a permanent basis working in a hybrid working arrangement.The ideal candidate would be an experienced 3rd line support engineer who has previously worked in the financial sector. Someone who can work multiple work streams simultaneously in a demanding risk-averse and formally managed environment.Key responsibilities are to deliver both Business as Usual and Project requirements to our customer.Key Deliverables:- Incident and Problem Management- Creation and updating of documentation- Timely implementation of all changes- Working as part of project teams to design and deliver customer requirements- Platform builds / installations / upgradesMandatory skills: Build and application integration Strong troubleshooting skills Windows Server 2012 and above Active Directory Clustering Powershell VMware vSphere Preferably V6.5 and above ESXi vCenter Internet connectivity including proxy serversExperience with:- Design, development and system integration- Ability to convert design documents to into live execution- Planning, deployment, configuration and BAU/ongoing maintenance of the above- Writing and reviewing design and implementation documentation- History of employment in a Wintel Infrastructure role, demonstrating five years plus experience. Desirable Skills:- Citrix Xenapp- Legacy Visual Basic scripting- vSphere PowerCLI scripting- IBM Bigfix automation, package creation including ActionScript- Public Key Infrastructure including MS Certificate Authority, OpenSSH- Ability to convey technical information and advice appropriate to the audience- Mandatory Requirements:- 24x7 Standby cover as part of a rota- Scheduled weekend overtime as required"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 Agency in relation to this vacancy.
Apr 16, 2024
Full time
Location: 1 day a month onsite (Portsmouth), will alter to Fareham at some point this year), rest of time work at home. Due to SLA's candidates will need to be a max 30-35 mile radius from Portsmouth/Fareham area.Hours: flexible hrs range Monday to Friday Salary: £48,500 p.aWe have an exciting opportunity for an Infrastructure Support Engineer who specializes in VMWare to join our client on a permanent basis working in a hybrid working arrangement.The ideal candidate would be an experienced 3rd line support engineer who has previously worked in the financial sector. Someone who can work multiple work streams simultaneously in a demanding risk-averse and formally managed environment.Key responsibilities are to deliver both Business as Usual and Project requirements to our customer.Key Deliverables:- Incident and Problem Management- Creation and updating of documentation- Timely implementation of all changes- Working as part of project teams to design and deliver customer requirements- Platform builds / installations / upgradesMandatory skills: Build and application integration Strong troubleshooting skills Windows Server 2012 and above Active Directory Clustering Powershell VMware vSphere Preferably V6.5 and above ESXi vCenter Internet connectivity including proxy serversExperience with:- Design, development and system integration- Ability to convert design documents to into live execution- Planning, deployment, configuration and BAU/ongoing maintenance of the above- Writing and reviewing design and implementation documentation- History of employment in a Wintel Infrastructure role, demonstrating five years plus experience. Desirable Skills:- Citrix Xenapp- Legacy Visual Basic scripting- vSphere PowerCLI scripting- IBM Bigfix automation, package creation including ActionScript- Public Key Infrastructure including MS Certificate Authority, OpenSSH- Ability to convey technical information and advice appropriate to the audience- Mandatory Requirements:- 24x7 Standby cover as part of a rota- Scheduled weekend overtime as required"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 Agency in relation to this vacancy.
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role £30,000 - £40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained.This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line / infrastructure technician.This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license.In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources / Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
Apr 12, 2024
Full time
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role £30,000 - £40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained.This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line / infrastructure technician.This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license.In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources / Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role £30,000 - £40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained. This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line/infrastructure technician. This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license. In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources/Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to (see below) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
Apr 12, 2024
Full time
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role £30,000 - £40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained. This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line/infrastructure technician. This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license. In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources/Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to (see below) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role 30,000 - 40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained. This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line / infrastructure technician. This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license. In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources / Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
Apr 12, 2024
Full time
3rd Line Support Technician Commutable from Southampton, Fareham, Portsmouth - office based role 30,000 - 40,000 + Benefits As an 3rd Line Support Technician, you will play a crucial role in providing a top-tier service to clients. In this role, you will be delivering 3rd line support for various infrastructure environments, ensuring system security and documentation are maintained. This opportunity is ideal for a 2nd line technician looking to move into 3rd line, or an established 3rd line / infrastructure technician. This is a fully office-based role in Hampshire (commutable from Southampton, Fareham, Portsmouth) which will involve some travel to customer sites. A company pool car is available for site visits. Therefore, applicants must have a full-valid UK drivers license. In this role, you will be joining a technical and lively bunch! You can expect regular socials, as well as in-house and external training for personal and career development. Key Responsibilities: Manage helpdesk resolutions efficiently at 3rd Line level Install, configure, and troubleshoot infrastructure hardware and virtual environments. Threat detection and prevention Continuously monitor and optimize system performance and security. Develop and update technical documentation. Contribute to project planning and implementation. Requirements: Minimum of 5 years' experience in IT support roles - preferable Outsources / Managed services. Experienced across project work Strong proficiency in 3rd line networking concepts and security protocols. Preferably experienced with WatchGuard Firewalls. Exceptional problem-solving skills with effective communication abilities. Excellent verbal and written communication skills. Please apply to this advert or email your CV direct to (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
Lead Infrastructure Support Engineer (Deskside) *Must have current SC Clearance to apply.* Fareham Office Based position Contractor Role, Inside IR35, Ideally 450/550 per day Until 29/04/22 initially Deadline: 07/10/:00 Central Government (Infrastructure Engineers - Deskside/End User Computing) Responsibilities: Support and provision for end user computing, covering hardware, OS, software, peripherals, telephony, access and connectivity. Incident resolution, for all the above, both local and remote in line with OLA. Request fulfilment, for all the above, both local and remote in line with OLA. Hardware support to cover PC, Laptop, Tablet, Mobile Phone, OS (win7/win10), desktop peripherals and connectivity. Also covers management, storage and physical disposal of stock including auditable management of stock on the Configuration Management Database. Software support to include manual and package installations; download of new software versions, virus checking and local storage and management. Management of (Lexmark) printer estate. Use and utilisation of supporting systems including Active Directory, MS Exchange, Lumension, SCCM, Airwatch, Remote Access, Skype for Business, MS Teams, MarkVision, ServiceNow, D ell/Lenovo Hardware, Bluecoat, Wi-Fi, VDI and other systems that may be introduced at any time. Escalation to and liaison with external suppliers for both incident management and service delivery, currently this includes Modality Systems (Skype for Business), Lexmark (printer estate), BMS (remote access support), Boxxe (MovelT) and others, list will change over time. Escalation to and liaison with internal technology teams covering 3rd line support or other technology specialisms for incident management, problem management and service delivery. Support, including initial triage, for any other technologies used across the estate including smart meeting rooms, room booking tablets etc. Involvement with and allocation to project delivery in line with activity scope around end user hardware, OS, software or service change. Essential Skills and experience: Microsoft Windows operating systems/technologies, RAS Administration Active Directory management, Application and operating system deployment using SCCM Mobile Device Management, Network Share Administration Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made. Owns an issue until a new owner has been found or the problem has been mitigated and/or resolved. Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service. Has lateral thinking capability to dissect a problem into its component parts to identify and diagnose root causes, allowing problem resolution. Able to troubleshoot and identify problems across different technology capabilities including compute, storage, networking, physical infrastructure, software, commercial off the shelf (COTS) and open-source packages and solutions, virtual and cloud including IaaS, PaaS, SaaS.
Oct 05, 2021
Contractor
Lead Infrastructure Support Engineer (Deskside) *Must have current SC Clearance to apply.* Fareham Office Based position Contractor Role, Inside IR35, Ideally 450/550 per day Until 29/04/22 initially Deadline: 07/10/:00 Central Government (Infrastructure Engineers - Deskside/End User Computing) Responsibilities: Support and provision for end user computing, covering hardware, OS, software, peripherals, telephony, access and connectivity. Incident resolution, for all the above, both local and remote in line with OLA. Request fulfilment, for all the above, both local and remote in line with OLA. Hardware support to cover PC, Laptop, Tablet, Mobile Phone, OS (win7/win10), desktop peripherals and connectivity. Also covers management, storage and physical disposal of stock including auditable management of stock on the Configuration Management Database. Software support to include manual and package installations; download of new software versions, virus checking and local storage and management. Management of (Lexmark) printer estate. Use and utilisation of supporting systems including Active Directory, MS Exchange, Lumension, SCCM, Airwatch, Remote Access, Skype for Business, MS Teams, MarkVision, ServiceNow, D ell/Lenovo Hardware, Bluecoat, Wi-Fi, VDI and other systems that may be introduced at any time. Escalation to and liaison with external suppliers for both incident management and service delivery, currently this includes Modality Systems (Skype for Business), Lexmark (printer estate), BMS (remote access support), Boxxe (MovelT) and others, list will change over time. Escalation to and liaison with internal technology teams covering 3rd line support or other technology specialisms for incident management, problem management and service delivery. Support, including initial triage, for any other technologies used across the estate including smart meeting rooms, room booking tablets etc. Involvement with and allocation to project delivery in line with activity scope around end user hardware, OS, software or service change. Essential Skills and experience: Microsoft Windows operating systems/technologies, RAS Administration Active Directory management, Application and operating system deployment using SCCM Mobile Device Management, Network Share Administration Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made. Owns an issue until a new owner has been found or the problem has been mitigated and/or resolved. Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service. Has lateral thinking capability to dissect a problem into its component parts to identify and diagnose root causes, allowing problem resolution. Able to troubleshoot and identify problems across different technology capabilities including compute, storage, networking, physical infrastructure, software, commercial off the shelf (COTS) and open-source packages and solutions, virtual and cloud including IaaS, PaaS, SaaS.
IT Infrastructure Engineer - Southampton - £30K - £35K
Windows, VMWare, Cisco, Wintel, Network, Firewall, Switches
Our client have an amazing opportunity for an experienced, highly skilled and proactive IT Infrastructure Engineer with significant strengths in Wintel Infrastructure systems including desktop, server and network configuration, cloud platform administration and more. You will be reporting to the Infrastructure Manager, working within a great team and involved in business critical projects with a range of technologies.
Main duties and responsibilities include:
* Respond to 1st to 3rd line IT support requests and escalate accordingly.
* Assists in planning and implementation of technology initiatives.
* Evaluate communication problems, support moves and changes through to their completion.
* Supports communications and data processing systems (e.g. voice telephony, LAN, WAN network etc.).
* Investigates fault cause and root cause analysis on how these may be proactively reduced.
* Carries out daily checks regarding backups, network and system health and system-wide log reviews.
* Analyse system problems and needs (e.g. performance issues, outages, etc.) to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems and improve reliability and performance.
* Determines appropriate configurations of hardware and software to ensure the desired performance of systems equipment.
* Researches, gathers, and compiles relevant technical information to enhance, modify, and maintain assigned networks and communications systems.
* Coordinates with the IT Director and Head of Information Security to ensure compliance with security policies and data protection guidelines.
* Monitors assigned networks and telecommunications systems to ensure system reliability and to evaluate need for updates, upgrades, enhancements, preventive maintenance, and/or new systems.
* Requirement to work a flexible schedule, including nights, weekends and holidays.
* Maintain confidentiality within all aspects of the job role.
* Ad hoc activities as required
What qualifications and experience do you need to have?
* Hold a CCNA, MCSA or similar accreditation
* A minimum of 2 years' experience in a Wintel and Cisco orientated environment.
* You'll also need to have demonstrable experience supporting Windows Server 2012 R2 roles and features (Active Directory/DHCP/DNS/GPO/RRAS/CA,) Windows 10, Office 365, Exchange Online, firewall and switch configuration.
* Excellent communication skills with all people at different levels of the business and enjoy working as part of a team in a complex architecture with Development and Operational experts.
* Good knowledge of networking and firewall/security technologies
* Good understanding of security policies and procedure as it relates to the business requirements.
* Good understanding of all areas of IT Infrastructure outside of immediate area of specialisation to an advanced level.
* Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations and work unsupervised.
If you feel you have the skills and experience required for this role please contact Oliver Wilson on (Apply online only) or email
Windows Server, Windows, VMWare, Networks, Networking, Firewalls, Switches, Active Directory, Cisco, Wintel, Southampton, Portsmouth, Winchester, Fareham, Bournemouth
May 03, 2017
IT Infrastructure Engineer - Southampton - £30K - £35K
Windows, VMWare, Cisco, Wintel, Network, Firewall, Switches
Our client have an amazing opportunity for an experienced, highly skilled and proactive IT Infrastructure Engineer with significant strengths in Wintel Infrastructure systems including desktop, server and network configuration, cloud platform administration and more. You will be reporting to the Infrastructure Manager, working within a great team and involved in business critical projects with a range of technologies.
Main duties and responsibilities include:
* Respond to 1st to 3rd line IT support requests and escalate accordingly.
* Assists in planning and implementation of technology initiatives.
* Evaluate communication problems, support moves and changes through to their completion.
* Supports communications and data processing systems (e.g. voice telephony, LAN, WAN network etc.).
* Investigates fault cause and root cause analysis on how these may be proactively reduced.
* Carries out daily checks regarding backups, network and system health and system-wide log reviews.
* Analyse system problems and needs (e.g. performance issues, outages, etc.) to determine the most appropriate means of reducing, eliminating, and/or avoiding current and future problems and improve reliability and performance.
* Determines appropriate configurations of hardware and software to ensure the desired performance of systems equipment.
* Researches, gathers, and compiles relevant technical information to enhance, modify, and maintain assigned networks and communications systems.
* Coordinates with the IT Director and Head of Information Security to ensure compliance with security policies and data protection guidelines.
* Monitors assigned networks and telecommunications systems to ensure system reliability and to evaluate need for updates, upgrades, enhancements, preventive maintenance, and/or new systems.
* Requirement to work a flexible schedule, including nights, weekends and holidays.
* Maintain confidentiality within all aspects of the job role.
* Ad hoc activities as required
What qualifications and experience do you need to have?
* Hold a CCNA, MCSA or similar accreditation
* A minimum of 2 years' experience in a Wintel and Cisco orientated environment.
* You'll also need to have demonstrable experience supporting Windows Server 2012 R2 roles and features (Active Directory/DHCP/DNS/GPO/RRAS/CA,) Windows 10, Office 365, Exchange Online, firewall and switch configuration.
* Excellent communication skills with all people at different levels of the business and enjoy working as part of a team in a complex architecture with Development and Operational experts.
* Good knowledge of networking and firewall/security technologies
* Good understanding of security policies and procedure as it relates to the business requirements.
* Good understanding of all areas of IT Infrastructure outside of immediate area of specialisation to an advanced level.
* Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations and work unsupervised.
If you feel you have the skills and experience required for this role please contact Oliver Wilson on (Apply online only) or email
Windows Server, Windows, VMWare, Networks, Networking, Firewalls, Switches, Active Directory, Cisco, Wintel, Southampton, Portsmouth, Winchester, Fareham, Bournemouth
Service Desk Analyst/ Hampshire/ Initial 6 month contract/ £14ltd per hour
My client is a household name organisation who is currently experiencing an ongoing period of growth and success. Due to an ever increasing workload, they are currently looking to recruit a Service Desk Analyst to join their dedicated team of IT professionals to be based out of their impressive operations in Hampshire. This is an initial 6 month contract and is paying a rate of £14Ltd per hour. Please find the role description below:
To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer service.To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards.
To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
To log and escalate calls with third parties where required, ensuring communication back to the customer
Key Responsibilities
Log all incidents and service requests raised to an agreed standard of detail
Follow agreed Service Desk Processes
First line fixing of faults to an agreed percentage
Perform customer facing role, focused on delivering against established Service Desk performance targets
To action service requests, when required, in addition to answering incoming calls, including such things as the creation of new starter accounts and permission changes
To proactively bring to the Senior Analysts or Team Leaders attention any new first line fix information, documenting when necessary, to create new knowledge articles for the team
Proven Service/Help Desk experience
Customer Service Experience, both face to face and over the phone
Proven experience in using a Service Management system to manage all incidents and requests.
Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
Technical & Specialist Knowledge
Ability to apply technical fixes, using agreed IT toolsets
Ability to utilise active listening, analysing and understanding the needs of the customer
ITIL awareness
Ability to progress escalations
An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
Please register interest by submitting an up to date CV without delay.
John Sadler
JAM Recruitment
View our latest jobs today on our website and follow us on Facebook, Twitter & LinkedIn
JAM Recruitment is acting as an employment business with regards to this position
Sep 09, 2016
Service Desk Analyst/ Hampshire/ Initial 6 month contract/ £14ltd per hour
My client is a household name organisation who is currently experiencing an ongoing period of growth and success. Due to an ever increasing workload, they are currently looking to recruit a Service Desk Analyst to join their dedicated team of IT professionals to be based out of their impressive operations in Hampshire. This is an initial 6 month contract and is paying a rate of £14Ltd per hour. Please find the role description below:
To perform as part of the team within the Technical Service Desk, providing 1st line IT support and excellent customer service.To answer calls received to the Service Desk, logging all calls received as issues or requests to agreed standards.
To utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs
To utilise problem analysis techniques to diagnose and rectify technical problems and queries following first line fix criteria, and where possible resolve at first call
Escalate as appropriate to ensure a prompt restoration of service arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
To perform a customer facing role focused on delivering first class customer service, against established Service Desk performance targets and SLA's
To assist with mailbox processing when required, logging customer issues/requests and replying to any queries
To respond to customer chases or escalations on calls professionally, and follow agreed process to further the calls progress and manage the customers expectation
To log and escalate calls with third parties where required, ensuring communication back to the customer
Key Responsibilities
Log all incidents and service requests raised to an agreed standard of detail
Follow agreed Service Desk Processes
First line fixing of faults to an agreed percentage
Perform customer facing role, focused on delivering against established Service Desk performance targets
To action service requests, when required, in addition to answering incoming calls, including such things as the creation of new starter accounts and permission changes
To proactively bring to the Senior Analysts or Team Leaders attention any new first line fix information, documenting when necessary, to create new knowledge articles for the team
Proven Service/Help Desk experience
Customer Service Experience, both face to face and over the phone
Proven experience in using a Service Management system to manage all incidents and requests.
Experience in troubleshooting Microsoft Applications, Printer faults and Operating systems.
Technical & Specialist Knowledge
Ability to apply technical fixes, using agreed IT toolsets
Ability to utilise active listening, analysing and understanding the needs of the customer
ITIL awareness
Ability to progress escalations
An understanding of Active Directory, Exchange, Cisco IP Phones, Remote Assistance/Desktop, and Server Infrastructure
Please register interest by submitting an up to date CV without delay.
John Sadler
JAM Recruitment
View our latest jobs today on our website and follow us on Facebook, Twitter & LinkedIn
JAM Recruitment is acting as an employment business with regards to this position