Job Description We're looking for a Development DBA to join our IT Systems Integration team in Leighton Buzzard or Milton Keynes supporting our business and IT departments. This role will be an expansion to an already existing well established team of DBAs/Engineers and Analysts ready to support the Group's expansion.You will be working with some very talented people who are always looking to move forward with the latest and greatest technology, this role will demand great attention to detail and an analytical mind-set. It will be a chance for someone who is looking to get into the data world or expand on their analytical knowledge and mind-set with a new challenge. Key Responsibility: Senior Technical advisor and T-SQL Development champion. Managing and maintaining the Connells Group Database Environment. Working closing with IT Development teams and Production DBAs on troubleshooting Production systems. Work within the Infrastructure & Architecture team as a SQL Developer. Owning the SQL performance enhancement projects for the group. Understanding the in-house application architecture. Liaising with 3 rd parties to solve problems with bespoke systems. Working on major projects. Enforcing group security controls and best practices. Documenting and implementing all SQL configuration change. Assist DBA's with SQL related issues. Development of data collection processes. Skills Required: Excellent knowledge of T-SQL and SQL Development best practices. Minimum 5 years SQL Developer experience. Excellent working knowledge of full Microsoft SQL Server stack (SSAS, SSIS, and SSRS). Understanding Development methodologies and ITIL processes. Advanced monitoring skills across multiple technologies. Understanding of SQL Server architecture to Microsoft standards. Exposure to automation deployment tools such as Azure DevOps, OctopusDeploy. Knowledge of best practices and IT operations in an always-on, HADR (High Availability Disaster Recovery). Desirable Skills: Ability to read and understand Programming languages: C# &; Python. Cloud services: Azure SaaS, PaaS, IaaS. Worked with Azure Data Platforms: Azure Data Factory & Azure Fabric Strong working knowledge of PowerShell. Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So if you're excited about this role but your experience doesn't fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.CF00364
Mar 26, 2024
Full time
Job Description We're looking for a Development DBA to join our IT Systems Integration team in Leighton Buzzard or Milton Keynes supporting our business and IT departments. This role will be an expansion to an already existing well established team of DBAs/Engineers and Analysts ready to support the Group's expansion.You will be working with some very talented people who are always looking to move forward with the latest and greatest technology, this role will demand great attention to detail and an analytical mind-set. It will be a chance for someone who is looking to get into the data world or expand on their analytical knowledge and mind-set with a new challenge. Key Responsibility: Senior Technical advisor and T-SQL Development champion. Managing and maintaining the Connells Group Database Environment. Working closing with IT Development teams and Production DBAs on troubleshooting Production systems. Work within the Infrastructure & Architecture team as a SQL Developer. Owning the SQL performance enhancement projects for the group. Understanding the in-house application architecture. Liaising with 3 rd parties to solve problems with bespoke systems. Working on major projects. Enforcing group security controls and best practices. Documenting and implementing all SQL configuration change. Assist DBA's with SQL related issues. Development of data collection processes. Skills Required: Excellent knowledge of T-SQL and SQL Development best practices. Minimum 5 years SQL Developer experience. Excellent working knowledge of full Microsoft SQL Server stack (SSAS, SSIS, and SSRS). Understanding Development methodologies and ITIL processes. Advanced monitoring skills across multiple technologies. Understanding of SQL Server architecture to Microsoft standards. Exposure to automation deployment tools such as Azure DevOps, OctopusDeploy. Knowledge of best practices and IT operations in an always-on, HADR (High Availability Disaster Recovery). Desirable Skills: Ability to read and understand Programming languages: C# &; Python. Cloud services: Azure SaaS, PaaS, IaaS. Worked with Azure Data Platforms: Azure Data Factory & Azure Fabric Strong working knowledge of PowerShell. Connells Group is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,200 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So if you're excited about this role but your experience doesn't fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.CF00364
IT Infrastructure Engineer / IT Infrastructure Analyst Job Type: Full Time - Permanent Location: Guildford - Hybrid role Salary: 50- 58,000 per annum Exciting opportunity to join a world-renowned organisation based in Guildford who are seeking an experienced IT Infrastructure Engineer to work in their an established IT department. The role involves administration and project delivery of IT infrastructure, as well as providing 3rd line support to the Service Desk. This position requires a minimum of 5 years' experience in senior technical support and project delivery within a complex network environment. This is a great chance to join an impressive organisation with an outstanding benefits package (see more details below) Day to Day of the role: Provide technical expertise in the administration, implementation, and maintenance of all IT Infrastructure elements (Networking, Compute, and Storage). Deliver technical projects and provide subject matter expertise in infrastructure services such as Networking, Cloud, Mail, Remote access, and SAN. Assist with system architecture design and the securing of IT environments. Utilise ITIL methodologies for Availability, Capacity, Resilience, and Supportability Management. Support the resolution of escalated IT tickets and problems. Design and deliver infrastructure services through project briefs and schedules, ensuring adherence to change management processes. Conduct routine maintenance of infrastructure services, including firmware updates, OS patch management, system upgrades, and virtual infrastructure management. Provide 3rd line services within the Service Desk, resolving escalated incidents in line with Helpdesk SLAs. Offer technical expertise on IT-related matters and assist the Infrastructure Manager as needed. Review systems architecture and security, and recommend improvements based on new technologies. Required Skills & Qualifications: Minimum 5 years' experience in technical support and project delivery within a complex network environment. Strong knowledge of Microsoft servers, Network hardware, SAN/NAS storage technologies, HP hardware, Fortinet firewalls and switches, Linux. Significant experience with Firewall management, Network Switch management, VMware vSphere technologies, Microsoft operating systems and Exchange server roles, Storage technologies, Hybrid and Cloud-based technologies, Backup and cloud storage technologies. Desirable certifications: MCSE, CCNA, VCP (not mandatory). Degree in computing or equivalent preferred. Strong communication skills and competent troubleshooting abilities. Ability to articulate project deliverables and designs. Self-motivated and able to work in a busy environment. Benefits Include 32 Day Annual Leave (Plus Bank Holidays Up to 8% Employer Pension Annual Bonus Life Assurance Private health Cover International Travel Insurance
Mar 22, 2024
Full time
IT Infrastructure Engineer / IT Infrastructure Analyst Job Type: Full Time - Permanent Location: Guildford - Hybrid role Salary: 50- 58,000 per annum Exciting opportunity to join a world-renowned organisation based in Guildford who are seeking an experienced IT Infrastructure Engineer to work in their an established IT department. The role involves administration and project delivery of IT infrastructure, as well as providing 3rd line support to the Service Desk. This position requires a minimum of 5 years' experience in senior technical support and project delivery within a complex network environment. This is a great chance to join an impressive organisation with an outstanding benefits package (see more details below) Day to Day of the role: Provide technical expertise in the administration, implementation, and maintenance of all IT Infrastructure elements (Networking, Compute, and Storage). Deliver technical projects and provide subject matter expertise in infrastructure services such as Networking, Cloud, Mail, Remote access, and SAN. Assist with system architecture design and the securing of IT environments. Utilise ITIL methodologies for Availability, Capacity, Resilience, and Supportability Management. Support the resolution of escalated IT tickets and problems. Design and deliver infrastructure services through project briefs and schedules, ensuring adherence to change management processes. Conduct routine maintenance of infrastructure services, including firmware updates, OS patch management, system upgrades, and virtual infrastructure management. Provide 3rd line services within the Service Desk, resolving escalated incidents in line with Helpdesk SLAs. Offer technical expertise on IT-related matters and assist the Infrastructure Manager as needed. Review systems architecture and security, and recommend improvements based on new technologies. Required Skills & Qualifications: Minimum 5 years' experience in technical support and project delivery within a complex network environment. Strong knowledge of Microsoft servers, Network hardware, SAN/NAS storage technologies, HP hardware, Fortinet firewalls and switches, Linux. Significant experience with Firewall management, Network Switch management, VMware vSphere technologies, Microsoft operating systems and Exchange server roles, Storage technologies, Hybrid and Cloud-based technologies, Backup and cloud storage technologies. Desirable certifications: MCSE, CCNA, VCP (not mandatory). Degree in computing or equivalent preferred. Strong communication skills and competent troubleshooting abilities. Ability to articulate project deliverables and designs. Self-motivated and able to work in a busy environment. Benefits Include 32 Day Annual Leave (Plus Bank Holidays Up to 8% Employer Pension Annual Bonus Life Assurance Private health Cover International Travel Insurance
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Sep 24, 2022
Full time
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Application Support Lead We're hiring! Aon are currently recruiting an Application Support Lead to join our team in London. The Application Support Lead will be primarily responsible for building out a new Application Support team within Aon Tyche. The role will involve defining processes and standards, creating a team, and running a best-in-class Application Support function to provide second-line business and technical support for our rapidly growing client base across all Aon Tyche applications (both hosted and installed). About Aon Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance. Aon's software platform, Tyche, is used by some of the largest life, non-life, composite and pension firms worldwide, which benefit from the ground-breaking capabilities that Tyche gives them. Our consulting team provides a full breadth of actuarial services with a focus on Tyche implementations and developing solutions in Tyche. We have a strong team of outstanding developers and our IT team offer fully hosted solutions Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria. About the Role Your impact as an Application Support Lead: Working with key individuals across IT, Product Development and Delivery functions, to define the processes and standards for all support tickets; In conjunction with Infrastructure Support, ensure that the IT applications remain consistently available to all users through the management of tickets, root cause elimination of issues and implementation of appropriate practices and procedures; Building a strong, independent team of Business and Technical Support Analysts to provide global support for our web and desktop products; Spending time working with product teams, learning the applications and their support needs; Building a knowledge base and documentation to allow the team to scale and provide efficient support for clients; Defining and manage a set of metrics vital to supervise the support and application experience for clients. These should include both ticketing and application environment metrics (such as up-time, page load times etc); Working with the wider business to ensure SLAs are being met and are reasonably defined in contracts; Working with Product Leads to define development roadmap items to improve supportability for the product (both from a business and technical perspective) and support the development teams in delivering the right solutions; Effectively manage and prioritise requests or incidents using appropriate tooling and via appropriate communication channels (e.g. phone, email, helpdesk ticket); Being a "Support evangelist" across the organisation, working with product development teams to think about this from product inception; building in the right reporting mechanisms from the start; Managing the scheduling and delivery of plannable support tasks such as client upgrades and service requests. Where necessary work with the wider Development and IT Support teams to ensure all key personnel are available; Ensuring correct tracking of chargeable tasks through appropriate mechanisms such as time reporting; Being the voice of the client for application support, reporting back to management and driving for change and improvement; Building training materials and deliver training for new clients, working with the business to ensure appropriate content and expertise is available; Managing Major Incidents, ensuring that the right people from product, IT, delivery and business functions are involved, and providing clear actions and oversight; Building a training programme for new starters for the support function likely to include focused training and product rotation; Working with the product and business leads to build knowledge transfer into the organisation - particularly to begin with as the support function is built out; Working with management to define growth and resourcing plans for the support function as it grows. This is likely to include roles across multiple locations globally; Where required, provide support services through management of shift rotas of staff; The nature of the role may require out of hours working from time to time to support a global client base; Responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company. About you Your knowledge and expertise: Degree or equivalent qualification in a computer/business related discipline; Working in a software support function to at least a senior level; Building and managing teams; Supporting hosted applications preferably in Azure; Experience providing appropriate support and expertise on on-prem installations to client users and IT teams; Knowledge of IT Service Management tools and processes e.g. ITIL; Strong knowledge of using and configuring issue management and CMS systems; A strong analytical mindset; Proven ability to work successfully with colleagues and clients in a high pressure situation; Clear communicator; Positive attitude and customer focus with excellent time management skills; Willingness to share knowledge and build a supportive culture; Ability and willingness to research best practices, adjust as appropriate and implement within a new environment; Good to have: Insurance or Finance domain experience; Working knowledge of ITIL and Microsoft Operations Framework; Major incident experience; ServiceNow; Delivering training; Azure; Experience using Microsoft SQL Server; Experience of SaaS support. Salary and Benefits This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. Our Colleague Experience Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience. We're happy to talk flexible working. If you need to flex your working pattern, Aon offers flexible and agile working policies and we're happy to discuss options with you upon application.
Sep 21, 2022
Full time
Application Support Lead We're hiring! Aon are currently recruiting an Application Support Lead to join our team in London. The Application Support Lead will be primarily responsible for building out a new Application Support team within Aon Tyche. The role will involve defining processes and standards, creating a team, and running a best-in-class Application Support function to provide second-line business and technical support for our rapidly growing client base across all Aon Tyche applications (both hosted and installed). About Aon Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance. Aon's software platform, Tyche, is used by some of the largest life, non-life, composite and pension firms worldwide, which benefit from the ground-breaking capabilities that Tyche gives them. Our consulting team provides a full breadth of actuarial services with a focus on Tyche implementations and developing solutions in Tyche. We have a strong team of outstanding developers and our IT team offer fully hosted solutions Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria. About the Role Your impact as an Application Support Lead: Working with key individuals across IT, Product Development and Delivery functions, to define the processes and standards for all support tickets; In conjunction with Infrastructure Support, ensure that the IT applications remain consistently available to all users through the management of tickets, root cause elimination of issues and implementation of appropriate practices and procedures; Building a strong, independent team of Business and Technical Support Analysts to provide global support for our web and desktop products; Spending time working with product teams, learning the applications and their support needs; Building a knowledge base and documentation to allow the team to scale and provide efficient support for clients; Defining and manage a set of metrics vital to supervise the support and application experience for clients. These should include both ticketing and application environment metrics (such as up-time, page load times etc); Working with the wider business to ensure SLAs are being met and are reasonably defined in contracts; Working with Product Leads to define development roadmap items to improve supportability for the product (both from a business and technical perspective) and support the development teams in delivering the right solutions; Effectively manage and prioritise requests or incidents using appropriate tooling and via appropriate communication channels (e.g. phone, email, helpdesk ticket); Being a "Support evangelist" across the organisation, working with product development teams to think about this from product inception; building in the right reporting mechanisms from the start; Managing the scheduling and delivery of plannable support tasks such as client upgrades and service requests. Where necessary work with the wider Development and IT Support teams to ensure all key personnel are available; Ensuring correct tracking of chargeable tasks through appropriate mechanisms such as time reporting; Being the voice of the client for application support, reporting back to management and driving for change and improvement; Building training materials and deliver training for new clients, working with the business to ensure appropriate content and expertise is available; Managing Major Incidents, ensuring that the right people from product, IT, delivery and business functions are involved, and providing clear actions and oversight; Building a training programme for new starters for the support function likely to include focused training and product rotation; Working with the product and business leads to build knowledge transfer into the organisation - particularly to begin with as the support function is built out; Working with management to define growth and resourcing plans for the support function as it grows. This is likely to include roles across multiple locations globally; Where required, provide support services through management of shift rotas of staff; The nature of the role may require out of hours working from time to time to support a global client base; Responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company. About you Your knowledge and expertise: Degree or equivalent qualification in a computer/business related discipline; Working in a software support function to at least a senior level; Building and managing teams; Supporting hosted applications preferably in Azure; Experience providing appropriate support and expertise on on-prem installations to client users and IT teams; Knowledge of IT Service Management tools and processes e.g. ITIL; Strong knowledge of using and configuring issue management and CMS systems; A strong analytical mindset; Proven ability to work successfully with colleagues and clients in a high pressure situation; Clear communicator; Positive attitude and customer focus with excellent time management skills; Willingness to share knowledge and build a supportive culture; Ability and willingness to research best practices, adjust as appropriate and implement within a new environment; Good to have: Insurance or Finance domain experience; Working knowledge of ITIL and Microsoft Operations Framework; Major incident experience; ServiceNow; Delivering training; Azure; Experience using Microsoft SQL Server; Experience of SaaS support. Salary and Benefits This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. Our Colleague Experience Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience. We're happy to talk flexible working. If you need to flex your working pattern, Aon offers flexible and agile working policies and we're happy to discuss options with you upon application.
Role & Responsibilities
Reporting to the Platform Support Senior Engineer, the Platform Support Engineer is a highly skilled technical role responsible for implementing and supporting enterprise tooling solutions within Service Management and Operations (SM&O).
The Platform Support Engineer has a large degree of autonomy and is able to make informed technical decisions relating to supported tooling in the context of live service commitments, service level agreements and TS&ST, SM&O and CDIO strategy. The Platform Support Engineer advises Platform Support Analysts on technical solutions and investigations.
In addition to BAU activities, the Platform Support Engineer provides out of hours support for tooling and environments such as ServiceNow, making key decisions around the appropriate course of action with minimal support from senior colleagues and communicating with Customer Experience & Bridge Operations.
The Platform Support Engineer is expected to provide technical guidance and support to any team within SM&O as required and will have an understanding of the technologies in use elsewhere in the delivery area. This could be anything from a non-technical user with an issue with a desktop application to an experienced engineer with a requirement for a technical solution.
Day to Day Duties will include :
Delivers enterprise tooling and services on behalf of our clients colleagues.
Builds servers and associated infrastructure in SM&O’s cloud environments.
Configures network security groups in SM&O’s cloud environments.
Is responsible for the administration and monitoring of SM&O’s cloud environments and resolving any issues.
Builds and supports both physical and virtual infrastructure and applications on servers and end user devices.
Has broad technical knowledge of Windows, UNIX and Linux operating systems for end user devices and servers, databases, web and thick clients and associated tooling and technologies.
Has a good understanding of networking and related technologies such as DHCP and DNS.
Has a strong technical understanding of cloud technologies and concepts.
Has knowledge of a variety of scripting languages in particular Javascript, Powershell, Terraform and Ansible
Understands CI/CD and code promotion pipelines.
Can script and develop ServiceNow Discovery and Service Mapping patterns
Is knowledgeable in API and integration technologies such as REST & SOAP
Is capable of developing and supporting scripted API’s in ServiceNow
Has knowledge of cyber security controls and authentication methods such as SAML, Oauth, access keys, digital certificates, etc.
Works closely with other CDIO delivery areas to develop technical solutions to problems and requirements.
Supports strategically important tooling and associated infrastructure that our client relies on to run its IT estate including Assyst, Snow, ServiceNow and Remedy Asset Management.
Will have a detailed understanding of Platform Support-owned tools and services and how they are used by our clients
Documents solutions, instructions and changes to tooling and services.
Will produce reports and data extracts for Platform Support-owned tools and services.
Progresses incidents and problems assigned to Platform Support.
Implements changes and service requests for Platform Support-owned tools and services.
Identify solutions to problems and new requirements.
Implements, maintains and troubleshoots integrations between supported tooling.
Makes recommendations for improvements to supported tooling.
Provides excellent customer service to end users with clear and timely communications.
Logs and manages IT incidents related to Platform Support-supported tools and services with vendors.
Will have a broad grounding in IT and relevant technologies.
Manages team mailboxes and ITSM queues to ensure queries and tickets are managed in a timely manner.
Build, test and maintain workflows, service level agreements, catalogue items and associated configuration.
Work with developers to build out new requirements.
Import data into Platform Support-supported tooling.
Support internal and external stakeholders as appropriate.
Maintain team quality documents and policies.
Provides general technical support and guidance to SM&O colleagues.
Requirements
Essential criteria
Technical skills and awareness of hardware and software, operating system and application, end user devices and servers that can be applied in almost any scenario
Administration and management of AWS VPC
Build and configure IaaS resources by code in AWS
Good working knowledge of Javascript
Experience of integrating enterprise services, knowledge of technologies such as JSON, REST, SOAP, XML, etc.
ServiceNow development experience
ServiceNow Discovery and Service Mapping experience
Desirable
ITIL foundation
Understanding of Agile delivery
Producing and understanding technical documentation
AWS and ServiceNow certifications
Feb 18, 2022
Full time
Role & Responsibilities
Reporting to the Platform Support Senior Engineer, the Platform Support Engineer is a highly skilled technical role responsible for implementing and supporting enterprise tooling solutions within Service Management and Operations (SM&O).
The Platform Support Engineer has a large degree of autonomy and is able to make informed technical decisions relating to supported tooling in the context of live service commitments, service level agreements and TS&ST, SM&O and CDIO strategy. The Platform Support Engineer advises Platform Support Analysts on technical solutions and investigations.
In addition to BAU activities, the Platform Support Engineer provides out of hours support for tooling and environments such as ServiceNow, making key decisions around the appropriate course of action with minimal support from senior colleagues and communicating with Customer Experience & Bridge Operations.
The Platform Support Engineer is expected to provide technical guidance and support to any team within SM&O as required and will have an understanding of the technologies in use elsewhere in the delivery area. This could be anything from a non-technical user with an issue with a desktop application to an experienced engineer with a requirement for a technical solution.
Day to Day Duties will include :
Delivers enterprise tooling and services on behalf of our clients colleagues.
Builds servers and associated infrastructure in SM&O’s cloud environments.
Configures network security groups in SM&O’s cloud environments.
Is responsible for the administration and monitoring of SM&O’s cloud environments and resolving any issues.
Builds and supports both physical and virtual infrastructure and applications on servers and end user devices.
Has broad technical knowledge of Windows, UNIX and Linux operating systems for end user devices and servers, databases, web and thick clients and associated tooling and technologies.
Has a good understanding of networking and related technologies such as DHCP and DNS.
Has a strong technical understanding of cloud technologies and concepts.
Has knowledge of a variety of scripting languages in particular Javascript, Powershell, Terraform and Ansible
Understands CI/CD and code promotion pipelines.
Can script and develop ServiceNow Discovery and Service Mapping patterns
Is knowledgeable in API and integration technologies such as REST & SOAP
Is capable of developing and supporting scripted API’s in ServiceNow
Has knowledge of cyber security controls and authentication methods such as SAML, Oauth, access keys, digital certificates, etc.
Works closely with other CDIO delivery areas to develop technical solutions to problems and requirements.
Supports strategically important tooling and associated infrastructure that our client relies on to run its IT estate including Assyst, Snow, ServiceNow and Remedy Asset Management.
Will have a detailed understanding of Platform Support-owned tools and services and how they are used by our clients
Documents solutions, instructions and changes to tooling and services.
Will produce reports and data extracts for Platform Support-owned tools and services.
Progresses incidents and problems assigned to Platform Support.
Implements changes and service requests for Platform Support-owned tools and services.
Identify solutions to problems and new requirements.
Implements, maintains and troubleshoots integrations between supported tooling.
Makes recommendations for improvements to supported tooling.
Provides excellent customer service to end users with clear and timely communications.
Logs and manages IT incidents related to Platform Support-supported tools and services with vendors.
Will have a broad grounding in IT and relevant technologies.
Manages team mailboxes and ITSM queues to ensure queries and tickets are managed in a timely manner.
Build, test and maintain workflows, service level agreements, catalogue items and associated configuration.
Work with developers to build out new requirements.
Import data into Platform Support-supported tooling.
Support internal and external stakeholders as appropriate.
Maintain team quality documents and policies.
Provides general technical support and guidance to SM&O colleagues.
Requirements
Essential criteria
Technical skills and awareness of hardware and software, operating system and application, end user devices and servers that can be applied in almost any scenario
Administration and management of AWS VPC
Build and configure IaaS resources by code in AWS
Good working knowledge of Javascript
Experience of integrating enterprise services, knowledge of technologies such as JSON, REST, SOAP, XML, etc.
ServiceNow development experience
ServiceNow Discovery and Service Mapping experience
Desirable
ITIL foundation
Understanding of Agile delivery
Producing and understanding technical documentation
AWS and ServiceNow certifications
Senior Support Analyst - 3rd Line Do you have a mix of leadership and technical skills, and want to be involved in support and project based work? We are looking for a Systems Analyst, or Service Delivery Lead to focus primarily on the support and delivery of IT services to the clients user base. This role will provide support to the 200+ staff , working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and request resolution. You will also be involved in project based work (upgrades, migrations and similar), working with the Cloud & Infrastructure Manager. You will lead ITIL / Service delivery activities including the design, implementation, and operation of ITIL based processes and procedures to support IT service and change management activities, within a high availability, high volume/transactional systems and customer driven landscape We need you to come to this role with a great mix of technical skills around the Microsoft stack (O365, Azure etc) and be willing to cover tasks from 2nd Line support to key technical projects, and support 1st / 2nd Line Support Analysts Your background will include: * Experience and Certification in ITIL * Directly supporting the Head office site of up to 200 users plus additional remote user base. * Managing an Internal Helpdesk function, through service operation and direct delivery * Good knowledge of Office 365 Administration and usage * Strong skills in user engagement / user adoption / training and end user support * Strong skills in Laptop / Server / Infrastructure / Networking / Peripherals / Mobile admin / mgmt * SME across collaboration tools (e.g. Office 365 / Modern Office Tools / SharePoint / OneDrive / Teams) * Good knowledge of user / permission administration within a Windows Active Directory Domain environment, including Azure AD This position is a mix of onsite and remote depending on business needs / rotas
Nov 04, 2021
Full time
Senior Support Analyst - 3rd Line Do you have a mix of leadership and technical skills, and want to be involved in support and project based work? We are looking for a Systems Analyst, or Service Delivery Lead to focus primarily on the support and delivery of IT services to the clients user base. This role will provide support to the 200+ staff , working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and request resolution. You will also be involved in project based work (upgrades, migrations and similar), working with the Cloud & Infrastructure Manager. You will lead ITIL / Service delivery activities including the design, implementation, and operation of ITIL based processes and procedures to support IT service and change management activities, within a high availability, high volume/transactional systems and customer driven landscape We need you to come to this role with a great mix of technical skills around the Microsoft stack (O365, Azure etc) and be willing to cover tasks from 2nd Line support to key technical projects, and support 1st / 2nd Line Support Analysts Your background will include: * Experience and Certification in ITIL * Directly supporting the Head office site of up to 200 users plus additional remote user base. * Managing an Internal Helpdesk function, through service operation and direct delivery * Good knowledge of Office 365 Administration and usage * Strong skills in user engagement / user adoption / training and end user support * Strong skills in Laptop / Server / Infrastructure / Networking / Peripherals / Mobile admin / mgmt * SME across collaboration tools (e.g. Office 365 / Modern Office Tools / SharePoint / OneDrive / Teams) * Good knowledge of user / permission administration within a Windows Active Directory Domain environment, including Azure AD This position is a mix of onsite and remote depending on business needs / rotas
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
Nov 04, 2021
Full time
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
We are delighted to be working with a leading UK Charity that helps hundreds of thousands of children every year across over four hundred services. Their successful reach and impact is reliant on the sound infrastructure that supports their frontline workers, including the technology and systems. The charity is embarking on an ambitious three year digital transformation programme and this is a fantastic opportunity to join them as Senior CRM Systems Analyst, as they look to implement a new CRM. The role: Provide lead expertise with the management and maintenance of the charity's supporter and fundraising systems (in the first instance, The Raiser's Edge), ensuring integrity of data and system controls through efficient process design/management. Key Responsibilities: Provide technical expertise to enable resolution of all levels up to major and complex incidents, in accordance with the ITIL Incident Management methodology for Supporter Systems, ensuring Service Levels are met, records and documentation maintained. Be a technical lead within the specialist area of expertise for supporter systems development projects, designing and guiding the implementation of their requirements, ensuring an efficient and supportable implementation, including preparation of documentation and training for users of Supporter Systems. Develop, monitor and regularly test, core supporter systems and their service and disaster recovery procedures, including system recovery, liaising with technology colleagues and 3rd party vendors responding immediately or referring to senior management when risks are identified. Monitor the security of our Supporter Systems in collaboration with the IT Services team, and user activity through regular user access reviews. To respond immediately to threats and breaches, undertaking the appropriate corrective action to maintain security, and deal with inappropriate use. Work with Supporter Systems suppliers in accordance with the Technology Vendor Management Framework to ensure the effective delivery of their services and assist in managing the relationship with them. Person Specification: Raiser's Edge Nxt administration and application support experience. Business process experience gained within a charity fundraising department. Experience writing SQL queries and creating automated reports. Experience of construction and design of relational databases using a structured analysis methodology of web or database applications. Action for Children are committed to allowing employees to work predominantly remotely, therefore candidates must be willing to travel to the Watford office only monthly. Employee benefits include: 29 days annual leave per year plus bank holidays Childcare vouchers Cycle scheme Discount portal - discount off high street brands, concierge, travel agency Wellbeing support
Oct 02, 2021
Full time
We are delighted to be working with a leading UK Charity that helps hundreds of thousands of children every year across over four hundred services. Their successful reach and impact is reliant on the sound infrastructure that supports their frontline workers, including the technology and systems. The charity is embarking on an ambitious three year digital transformation programme and this is a fantastic opportunity to join them as Senior CRM Systems Analyst, as they look to implement a new CRM. The role: Provide lead expertise with the management and maintenance of the charity's supporter and fundraising systems (in the first instance, The Raiser's Edge), ensuring integrity of data and system controls through efficient process design/management. Key Responsibilities: Provide technical expertise to enable resolution of all levels up to major and complex incidents, in accordance with the ITIL Incident Management methodology for Supporter Systems, ensuring Service Levels are met, records and documentation maintained. Be a technical lead within the specialist area of expertise for supporter systems development projects, designing and guiding the implementation of their requirements, ensuring an efficient and supportable implementation, including preparation of documentation and training for users of Supporter Systems. Develop, monitor and regularly test, core supporter systems and their service and disaster recovery procedures, including system recovery, liaising with technology colleagues and 3rd party vendors responding immediately or referring to senior management when risks are identified. Monitor the security of our Supporter Systems in collaboration with the IT Services team, and user activity through regular user access reviews. To respond immediately to threats and breaches, undertaking the appropriate corrective action to maintain security, and deal with inappropriate use. Work with Supporter Systems suppliers in accordance with the Technology Vendor Management Framework to ensure the effective delivery of their services and assist in managing the relationship with them. Person Specification: Raiser's Edge Nxt administration and application support experience. Business process experience gained within a charity fundraising department. Experience writing SQL queries and creating automated reports. Experience of construction and design of relational databases using a structured analysis methodology of web or database applications. Action for Children are committed to allowing employees to work predominantly remotely, therefore candidates must be willing to travel to the Watford office only monthly. Employee benefits include: 29 days annual leave per year plus bank holidays Childcare vouchers Cycle scheme Discount portal - discount off high street brands, concierge, travel agency Wellbeing support
IntaPeople are working with a Swansea based tech company to expand the Infrastructure team with a Service Desk Analyst. Ideally, you will have an ITIL qualification, but we're interested in speaking with 1 st /2 nd line support technicians with an understanding of ITIL best practices About you You'll bea self-starter, proactive, inquisitive and driven. You will be an excellent communicator with the ability to communicate complex IT issues to non-technical staff and management Customer Service is an integral part of the role so you'll have strong communication and people skills About the role: Responsibilities include call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications. You will ensure all work undertaken is managed within the designated Call logging system (Ivanti) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance. The role involves general maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration as well as administration of a Windows and Thin Client estate The experience required PC's, Printers, Networking, Microsoft, Citrix, Active Directory, Sophos Antivirus and DLP. Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 with Office 2016/365 exposure Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment. User & Security Group Active Directory administration experience Experience managing major incidents including business expectations and communications. Experience with Ivanti ISM and EPM is desirable About the benefits: 25 days holiday, plus 8 public holidays Company pension scheme Annual pay reviews 12% Bonus Free on-site parking Development opportunities and additional training What next? 'Apply Now' to be considered or contact Chloe for a confidential chat on
Sep 15, 2021
Full time
IntaPeople are working with a Swansea based tech company to expand the Infrastructure team with a Service Desk Analyst. Ideally, you will have an ITIL qualification, but we're interested in speaking with 1 st /2 nd line support technicians with an understanding of ITIL best practices About you You'll bea self-starter, proactive, inquisitive and driven. You will be an excellent communicator with the ability to communicate complex IT issues to non-technical staff and management Customer Service is an integral part of the role so you'll have strong communication and people skills About the role: Responsibilities include call logging, analysis, diagnosis and resolution of Incidents. Provision of Service Requests, Changes and IT Security functions throughout a range of Technology Service matters, including standard business and bespoke applications. You will ensure all work undertaken is managed within the designated Call logging system (Ivanti) in accordance with the agreed customer service levels and working toward ITIL and ISO27001 compliance. The role involves general maintenance support tasks including Antivirus compliance, Security patching, Image build & update and various IT Security functions including user & security group Active Directory administration as well as administration of a Windows and Thin Client estate The experience required PC's, Printers, Networking, Microsoft, Citrix, Active Directory, Sophos Antivirus and DLP. Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 with Office 2016/365 exposure Previous experience working within an end user Service Desk or call centre setting within an IT support or application support environment. User & Security Group Active Directory administration experience Experience managing major incidents including business expectations and communications. Experience with Ivanti ISM and EPM is desirable About the benefits: 25 days holiday, plus 8 public holidays Company pension scheme Annual pay reviews 12% Bonus Free on-site parking Development opportunities and additional training What next? 'Apply Now' to be considered or contact Chloe for a confidential chat on
What it's about Cambridge Assessment has an exciting opportunity for a Solution Architect to be part of its architecture team. The architecture function provides the designs context, decision making frameworks, guidance and governance that enables Cambridge Assessment to make the best decisions about enterprise and solution architecture to support the business. What you'll be doing As a Solution Architect you will work with business, domain and enterprise architects, business analysts, business leaders and other subject matter expert colleagues to advise, analyse, design and document architectural solutions at all levels of detail. Working as part of the architecture team to develop and enhance the architectural framework, governance processes and architecture repository you will support continual improvement and engagement of the enterprise and solution architecture practice across Cambridge Assessment. Addressing all the pertinent concerns of project and programme stakeholders, you will produce consistent and relevant artefacts and deliverables to illustrate design and providing collaborative support and guidance to other project and practice team members. Key responsibilities: Advise, analyse, design and document architecture solutions meeting functional and non-functional requirements; take ownership of the end to end architectural designs; ensure compliance of solutions to architectural standards Collaborate with Information/Data, Security, Infrastructure architecture to produce optimal designs Use architectural expertise to propose designs and work with key stake holders as necessary to support approval of architectural output Support key stakeholders in decision making process Offer advice and support for technical and business colleagues when required Provide thought leadership in digital trends and technologies Design data management processes following principles and contribute to data principles and information modelling What we're looking for A highly experienced IT professional who can work across various disciplines, business units, and architecture domains to support change initiatives. This role requires a considerable ability to handle complexity; self-management and emotional intelligence skills are crucial, as is the ability to remain objective and to influence and advise others on the strength of excellent evidence-based analysis and communication. The Solution Architect will need to be comfortable working with partial or assumed information, high levels of change, often fluid requirements and multiple projects concurrently, all of which may have dynamic priorities that the job holder will need to respond to. Communication and collaboration are key factors to the successful role of Solution Architect. The mix of good technical skill and the ability to collaborate are crucial to the job. S/he should be viewed as a trusted advisor in the enterprise by the IT organization, the clients they serve, and senior leaders. Qualifications (desirable) Enterprise Architecture framework certification Degree or higher degree Supporting industry recognised certifications such as ITIL, Prince etc. BCS Membership Industry recognised technical certifications Any data engineering or data architecture related certification Skills The candidate will be an all-rounder with broad knowledge across all technical and non-technical aspects of solution architecture and design, including maintaining an awareness of wider industry trends Suitable candidates are likely to have senior software design, engineering or systems analysis backgrounds, possibly in a leadership role, and be able to demonstrate significant customer-facing experience and architecture/design responsibility in their recent career The successful candidate will have wide ranging experience of solutions design in a broad range of technical environments together with skills in requirements validation, process modelling, systems analysis, and in-depth knowledge of common architectural styles and patterns. We are seeking expertise in service-oriented and event-driven architectures and designing for security and scalability Ability to communicate with technical and non-technical audience; ability to communicate contextual narrative using story telling techniques Passionate about driving innovation, provide thought leadership, hunger for learning and critical thinking skills to find innovative solutions Experience in data management, data modelling and model-based insights to create value and drive effective decision making Experience Good experience working in an enterprise architecture & design team Good experience working in heterogeneous technology environments Good experience working with business stakeholders understanding and helping them to develop their needs Ability to work creatively and analytically to solve business problems Ability to work effectively in a team environment and lead cross-functional teams Behaviours Exceptional interpersonal skills, including teamwork, facilitation and negotiation with the ability to communicate very technical issues plainly to non-technical audience. Who we are? At Cambridge Assessment, our purpose is to help learners demonstrate and fulfil their potential. We care about making a difference for every learner. As a department of the University of Cambridge, we provide education programmes and exams in over 170 countries, offering global recognition. We unlock the power of education for millions of learners of all ages and abilities. Benefits In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work: Generous contributory pension 28 days annual leave, plus bank holidays Annual performance related bonus and increases (discretionary) Enhanced maternity/paternity pay# Employee discount and cash back scheme at 2,500 retailers Cycle scheme Season Ticket Loan Subsidised staff restaurants Support for professional qualifications Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you. The closing date for receipt of applications is 29 March 2021 and interviews will be held during April 2021. To apply, please upload your CV and covering letter on our website by clicking the APPLY button. If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application. The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries. The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments. CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER
Mar 18, 2021
Full time
What it's about Cambridge Assessment has an exciting opportunity for a Solution Architect to be part of its architecture team. The architecture function provides the designs context, decision making frameworks, guidance and governance that enables Cambridge Assessment to make the best decisions about enterprise and solution architecture to support the business. What you'll be doing As a Solution Architect you will work with business, domain and enterprise architects, business analysts, business leaders and other subject matter expert colleagues to advise, analyse, design and document architectural solutions at all levels of detail. Working as part of the architecture team to develop and enhance the architectural framework, governance processes and architecture repository you will support continual improvement and engagement of the enterprise and solution architecture practice across Cambridge Assessment. Addressing all the pertinent concerns of project and programme stakeholders, you will produce consistent and relevant artefacts and deliverables to illustrate design and providing collaborative support and guidance to other project and practice team members. Key responsibilities: Advise, analyse, design and document architecture solutions meeting functional and non-functional requirements; take ownership of the end to end architectural designs; ensure compliance of solutions to architectural standards Collaborate with Information/Data, Security, Infrastructure architecture to produce optimal designs Use architectural expertise to propose designs and work with key stake holders as necessary to support approval of architectural output Support key stakeholders in decision making process Offer advice and support for technical and business colleagues when required Provide thought leadership in digital trends and technologies Design data management processes following principles and contribute to data principles and information modelling What we're looking for A highly experienced IT professional who can work across various disciplines, business units, and architecture domains to support change initiatives. This role requires a considerable ability to handle complexity; self-management and emotional intelligence skills are crucial, as is the ability to remain objective and to influence and advise others on the strength of excellent evidence-based analysis and communication. The Solution Architect will need to be comfortable working with partial or assumed information, high levels of change, often fluid requirements and multiple projects concurrently, all of which may have dynamic priorities that the job holder will need to respond to. Communication and collaboration are key factors to the successful role of Solution Architect. The mix of good technical skill and the ability to collaborate are crucial to the job. S/he should be viewed as a trusted advisor in the enterprise by the IT organization, the clients they serve, and senior leaders. Qualifications (desirable) Enterprise Architecture framework certification Degree or higher degree Supporting industry recognised certifications such as ITIL, Prince etc. BCS Membership Industry recognised technical certifications Any data engineering or data architecture related certification Skills The candidate will be an all-rounder with broad knowledge across all technical and non-technical aspects of solution architecture and design, including maintaining an awareness of wider industry trends Suitable candidates are likely to have senior software design, engineering or systems analysis backgrounds, possibly in a leadership role, and be able to demonstrate significant customer-facing experience and architecture/design responsibility in their recent career The successful candidate will have wide ranging experience of solutions design in a broad range of technical environments together with skills in requirements validation, process modelling, systems analysis, and in-depth knowledge of common architectural styles and patterns. We are seeking expertise in service-oriented and event-driven architectures and designing for security and scalability Ability to communicate with technical and non-technical audience; ability to communicate contextual narrative using story telling techniques Passionate about driving innovation, provide thought leadership, hunger for learning and critical thinking skills to find innovative solutions Experience in data management, data modelling and model-based insights to create value and drive effective decision making Experience Good experience working in an enterprise architecture & design team Good experience working in heterogeneous technology environments Good experience working with business stakeholders understanding and helping them to develop their needs Ability to work creatively and analytically to solve business problems Ability to work effectively in a team environment and lead cross-functional teams Behaviours Exceptional interpersonal skills, including teamwork, facilitation and negotiation with the ability to communicate very technical issues plainly to non-technical audience. Who we are? At Cambridge Assessment, our purpose is to help learners demonstrate and fulfil their potential. We care about making a difference for every learner. As a department of the University of Cambridge, we provide education programmes and exams in over 170 countries, offering global recognition. We unlock the power of education for millions of learners of all ages and abilities. Benefits In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work: Generous contributory pension 28 days annual leave, plus bank holidays Annual performance related bonus and increases (discretionary) Enhanced maternity/paternity pay# Employee discount and cash back scheme at 2,500 retailers Cycle scheme Season Ticket Loan Subsidised staff restaurants Support for professional qualifications Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you. The closing date for receipt of applications is 29 March 2021 and interviews will be held during April 2021. To apply, please upload your CV and covering letter on our website by clicking the APPLY button. If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application. The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries. The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments. CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
Oct 29, 2018
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
Service Desk Analyst
Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?
WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.
WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies. The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!). You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.
The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.
This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.
A minimum two-year commitment is required.
There is a six (6) month probationary period and salary is negotiable.
This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.
Join a team that is passionate for what we do and truly makes a difference.
Your Impacts:
End User Support
Oversee the daily operations of all aspects of the Service Desk in UK
Support local, international and regional offices remotely through a central Service Desk system
Ensure business needs are accomplished in the most cost-effective manner
Work closely with the senior management team to help implement technology and processes based on business needs
Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
Troubleshoot emergency IS related problems and escalate when necessary
Provide backup solutions and services to staff
Provide emergency support for visiting Staff, presentations and events
Support WE Day UK
Train on and maintain current and new application systems and platforms
Assist with overall global ticket queue
May be required to travel to country offices for support
IT Project Management for the UK office
Mange and implement office moves or new building buildouts that may occur in the UK
Work with the global headquarters to implement new technologies, services, or processes
Work with Headquarters to set up mobile devices and maintain organizational security compliance
Printers and Servers and Infrastructure
Manage Support Virtualization and server infrastructure with support of Head Office
Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
Build escalation rules for malfunctioning hardware
Maintain Wi-Fi and network infrastructure with support of Head Office
Active Directory, SharePoint and Office 365
Provision, configure and maintain user accounts
Maintain strict quality control of staff information in company directories
Maintain SharePoint sites and security and distribution groups
Troubleshoot security and sharing issues
Provide remote troubleshooting support
Provide backup services of various stakeholder groups
Reporting and Administration
Respond to issues and monitor/audit requests
Own and maintain the lifecycle of assets in the organization
Train co-workers on use and support of implemented technologies
Assist in strategic planning for the Information Systems department
Manage the creation of standard operating procedure documentation
Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages
What you bring:
Possess a Bachelors or similar diploma in IT or related field
Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
Experience working with Microsoft Office 365, Active Directory
Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
Enjoy working in a demanding, fast paced work environment and flexible with work hours
Some travel may be required to support We Day tour and country support
Able to perform well and problem solve in high stress, dynamic and changing situations
Comfortable working with external stakeholders and vendors
Positive and professional attitude and able to work as a team player
Excellent written and oral communication skills
Experience with Hyper-V an asset
Experience with Cisco Firewalls an asset
Knowledge of helpdesk and ticketing tools are an asset
ITIL Foundations certification is an asset
Supplementary Benefits
Employer-provided health and dental benefits
Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
Birthday’s off!
Flexible work hours if on occasion you need to start late or leave early
The opportunity to attend We Day our flagship event
Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation
If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.
Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.
Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.
If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.
Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.
This post is subject to an enhanced DBS check.
What makes us unique…
Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.
We sincerely thank all those who apply, however only those considered for an interview will be contacted.
Jan 20, 2017
Full time
Service Desk Analyst
Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?
WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.
WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies. The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!). You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.
The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.
This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.
A minimum two-year commitment is required.
There is a six (6) month probationary period and salary is negotiable.
This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.
Join a team that is passionate for what we do and truly makes a difference.
Your Impacts:
End User Support
Oversee the daily operations of all aspects of the Service Desk in UK
Support local, international and regional offices remotely through a central Service Desk system
Ensure business needs are accomplished in the most cost-effective manner
Work closely with the senior management team to help implement technology and processes based on business needs
Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
Troubleshoot emergency IS related problems and escalate when necessary
Provide backup solutions and services to staff
Provide emergency support for visiting Staff, presentations and events
Support WE Day UK
Train on and maintain current and new application systems and platforms
Assist with overall global ticket queue
May be required to travel to country offices for support
IT Project Management for the UK office
Mange and implement office moves or new building buildouts that may occur in the UK
Work with the global headquarters to implement new technologies, services, or processes
Work with Headquarters to set up mobile devices and maintain organizational security compliance
Printers and Servers and Infrastructure
Manage Support Virtualization and server infrastructure with support of Head Office
Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
Build escalation rules for malfunctioning hardware
Maintain Wi-Fi and network infrastructure with support of Head Office
Active Directory, SharePoint and Office 365
Provision, configure and maintain user accounts
Maintain strict quality control of staff information in company directories
Maintain SharePoint sites and security and distribution groups
Troubleshoot security and sharing issues
Provide remote troubleshooting support
Provide backup services of various stakeholder groups
Reporting and Administration
Respond to issues and monitor/audit requests
Own and maintain the lifecycle of assets in the organization
Train co-workers on use and support of implemented technologies
Assist in strategic planning for the Information Systems department
Manage the creation of standard operating procedure documentation
Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages
What you bring:
Possess a Bachelors or similar diploma in IT or related field
Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
Experience working with Microsoft Office 365, Active Directory
Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
Enjoy working in a demanding, fast paced work environment and flexible with work hours
Some travel may be required to support We Day tour and country support
Able to perform well and problem solve in high stress, dynamic and changing situations
Comfortable working with external stakeholders and vendors
Positive and professional attitude and able to work as a team player
Excellent written and oral communication skills
Experience with Hyper-V an asset
Experience with Cisco Firewalls an asset
Knowledge of helpdesk and ticketing tools are an asset
ITIL Foundations certification is an asset
Supplementary Benefits
Employer-provided health and dental benefits
Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
Birthday’s off!
Flexible work hours if on occasion you need to start late or leave early
The opportunity to attend We Day our flagship event
Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation
If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.
Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.
Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.
If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.
Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.
This post is subject to an enhanced DBS check.
What makes us unique…
Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.
We sincerely thank all those who apply, however only those considered for an interview will be contacted.
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Sep 09, 2016
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Sep 09, 2016
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Sep 09, 2016
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Sep 09, 2016
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
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