The Schools of King Edward VI in Birmingham
Birmingham, UK
The mission of the King Edward VI Foundation (the “Foundation”) is to make Birmingham the best place to be educated in the UK. A progressive, influential educational charity, King Edward VI Foundation’s reputation is underpinned by a long and distinguished history. King Edward’s School was established in 1552 by King Edward VI, part of the early growth of secular education in England. In the late 19th century, our five grammar schools and King Edward VI High School for Girls were an early step in extending secondary education for girls and boys.
The 21st century has brought the formation of the King Edward VI Academy Trust, a means of expanding from our original five grammar schools to a current family of eleven academies and two independent schools. Six of the academies are selective; five are comprehensive, some serving Birmingham’s most deprived communities. To serve the city’s children, we recognise that we need to provide a diverse range of schools: independent as well as Academies, selective and also comprehensive. And we believe that those schools need to be accessible to all, regardless of ethnic, religious and social background.
The further development of digital practices and use of technology is integral to the above, and the purpose of this role is to nurture and support this development via the organisation’s Single Central Enterprise Platform (SCEP), among other priorities. The SCEP, running on Microsoft 365, provides a solution to the organisation for collaboration and communication.
We are looking to appoint a well-qualified, experienced and highly motivated individual to join the central Digital and Technology team and fulfil this critical position to manage the organisation’s Single Central Enterprise Platform (SCEP), running on Microsoft 365.
Our schools have achieved great things by managing their individual digital initiatives, particularly during the pandemic. Now it is time for all parts of the organisation to work collectively in advancing and joining up its digital infrastructure and thereby contributing to the Foundation’s work towards achieving its objectives and realising its mission.
The person appointed will have extensive knowledge of using and configuring the latest M365 technologies in addition to managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook and more. Experience of working in an educational environment is desirable. The person appointed must be committed to promoting and safeguarding the welfare of the students at the school.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Principal responsibilities and duties
Be the central point of contact for all matters relating the Microsoft 365 Single Central Enterprise Platform (SCEP).
Be responsible for Exchange, End point manager, SharePoint online, Power Apps, Power Automate, Intune, O365 security compliance, DLP.
Monitor M365 and react accordingly to any data or cyber-security concerns.
Be responsible for ensuring that administrative rights of users are monitored and controlled appropriately.
Ensure effective change controls are implemented to allow the multiple organisations of the organisation to co-exist within a shared environment.
Responsibility for ensuring that the organisation’s email protection solutions are monitored and that any held/delayed emails are released within a timely manner.
The backup of M365 is automated using an external solution, however the post holder will be responsible for monitoring this service to assure compliance and disaster recovery readiness in the event of a critical incident.
Create policy documents for consumption across the organisation.
Ensure that the M365 SCEP meets and maintains compliance with the DfE’s Digital and Technology standards for schools and colleges.
Work closely and collaboratively with our schools, in particular the school-based technical leads to ensure the M365 SCEP meets operational needs.
Provide additional capacity to the Digital and Technology team with migrating schools to the M365 SCEP on an ad-hoc basis to
Work or support any work undertaken with any third-parties as required to deliver the responsibilities listed above.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
General responsibilities and duties
To develop a clear understanding of the Foundation’s vision, mission and strategic aims and to actively support these.
To remain up to date with the Foundation’s policies, procedures and code of conduct and always uphold these.
To remain committed to the safeguarding of all of our students.
To identify and undertake relevant training to enable continuing professional development, where resources allow.
To prepare for and proactively engage in the performance review cycle with your line manager.
To attend appropriate internal and external meetings, as directed by your line manager.
To undertake such other duties as are agreed as being in keeping with the general nature of the job and its grade.
The successful candidate will be required to fulfil an enhanced DBS check.
This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. Job descriptions will be updated or amended from time to time to reflect such changes.
Person Specification
Knowledge and experience
Essential
Extensive knowledge of using and configuring latest M365 technologies
Experience and knowledge of managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook
Experience of managing organisation wide IT projects and engaging with key stakeholders with the aim of standardisation, unification and simplification
Experience of contributing to a process improvement or change project
Experience of managing contracts with suppliers
Knowledge of infrastructure, software solutions, Microsoft Server technologies, networking, security and storage systems
Demonstrable experience of working in an IT /technical management environment within an educational organisational setting
Desirable
Education sector experience
Prior experience of working within a similar role
Practical experience of cloud migrations
Experience with wider infrastructure technologies
Skilled at providing training and support
Qualifications
Essential
University degree in computing or related or equivalent work experience
Desirable
Current and relevant Microsoft Certification
Competencies & Skills
Essential
Demonstrable experience of supporting a shared M365 environment
Technical IT skills
Strong communication skills
Strong attention to detail
Demonstrates a strong commitment to providing excellent customer service
Task delivery, accuracy, detail and completion
Good project management skills; systematic approach to problem solving
Demonstrable good written and verbal communication skills
Ability to work well under pressure
Strong ability to work as a part of a team
Aptitude and attitude appropriate for development within the role.
Ability to deliver quality support and to deliver at pace
Flexible and proactive (ability to drive change)
Ability to influence and persuade others
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
Desirable
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
A full job description and an application pack for this post, can be found at: https://www.schoolsofkingedwardvi.co.uk/foundation/job-opportunities/
Jun 23, 2023
Full time
The mission of the King Edward VI Foundation (the “Foundation”) is to make Birmingham the best place to be educated in the UK. A progressive, influential educational charity, King Edward VI Foundation’s reputation is underpinned by a long and distinguished history. King Edward’s School was established in 1552 by King Edward VI, part of the early growth of secular education in England. In the late 19th century, our five grammar schools and King Edward VI High School for Girls were an early step in extending secondary education for girls and boys.
The 21st century has brought the formation of the King Edward VI Academy Trust, a means of expanding from our original five grammar schools to a current family of eleven academies and two independent schools. Six of the academies are selective; five are comprehensive, some serving Birmingham’s most deprived communities. To serve the city’s children, we recognise that we need to provide a diverse range of schools: independent as well as Academies, selective and also comprehensive. And we believe that those schools need to be accessible to all, regardless of ethnic, religious and social background.
The further development of digital practices and use of technology is integral to the above, and the purpose of this role is to nurture and support this development via the organisation’s Single Central Enterprise Platform (SCEP), among other priorities. The SCEP, running on Microsoft 365, provides a solution to the organisation for collaboration and communication.
We are looking to appoint a well-qualified, experienced and highly motivated individual to join the central Digital and Technology team and fulfil this critical position to manage the organisation’s Single Central Enterprise Platform (SCEP), running on Microsoft 365.
Our schools have achieved great things by managing their individual digital initiatives, particularly during the pandemic. Now it is time for all parts of the organisation to work collectively in advancing and joining up its digital infrastructure and thereby contributing to the Foundation’s work towards achieving its objectives and realising its mission.
The person appointed will have extensive knowledge of using and configuring the latest M365 technologies in addition to managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook and more. Experience of working in an educational environment is desirable. The person appointed must be committed to promoting and safeguarding the welfare of the students at the school.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
Principal responsibilities and duties
Be the central point of contact for all matters relating the Microsoft 365 Single Central Enterprise Platform (SCEP).
Be responsible for Exchange, End point manager, SharePoint online, Power Apps, Power Automate, Intune, O365 security compliance, DLP.
Monitor M365 and react accordingly to any data or cyber-security concerns.
Be responsible for ensuring that administrative rights of users are monitored and controlled appropriately.
Ensure effective change controls are implemented to allow the multiple organisations of the organisation to co-exist within a shared environment.
Responsibility for ensuring that the organisation’s email protection solutions are monitored and that any held/delayed emails are released within a timely manner.
The backup of M365 is automated using an external solution, however the post holder will be responsible for monitoring this service to assure compliance and disaster recovery readiness in the event of a critical incident.
Create policy documents for consumption across the organisation.
Ensure that the M365 SCEP meets and maintains compliance with the DfE’s Digital and Technology standards for schools and colleges.
Work closely and collaboratively with our schools, in particular the school-based technical leads to ensure the M365 SCEP meets operational needs.
Provide additional capacity to the Digital and Technology team with migrating schools to the M365 SCEP on an ad-hoc basis to
Work or support any work undertaken with any third-parties as required to deliver the responsibilities listed above.
As a central support service, our working model must be driven by the needs of our schools. Therefore, please be aware that staff are required to take the majority of annual leave during non-term time.
General responsibilities and duties
To develop a clear understanding of the Foundation’s vision, mission and strategic aims and to actively support these.
To remain up to date with the Foundation’s policies, procedures and code of conduct and always uphold these.
To remain committed to the safeguarding of all of our students.
To identify and undertake relevant training to enable continuing professional development, where resources allow.
To prepare for and proactively engage in the performance review cycle with your line manager.
To attend appropriate internal and external meetings, as directed by your line manager.
To undertake such other duties as are agreed as being in keeping with the general nature of the job and its grade.
The successful candidate will be required to fulfil an enhanced DBS check.
This job description reflects the current requirements of the post. As duties and responsibilities change and develop due to changes in organisational and other circumstances, so the actual duties and responsibilities will vary from the particulars of this job description. Job descriptions will be updated or amended from time to time to reflect such changes.
Person Specification
Knowledge and experience
Essential
Extensive knowledge of using and configuring latest M365 technologies
Experience and knowledge of managing, configuring and administrating a shared tenancy for a complex organisation, InTune, Sharepoint, Teams, OneDrive, Outlook
Experience of managing organisation wide IT projects and engaging with key stakeholders with the aim of standardisation, unification and simplification
Experience of contributing to a process improvement or change project
Experience of managing contracts with suppliers
Knowledge of infrastructure, software solutions, Microsoft Server technologies, networking, security and storage systems
Demonstrable experience of working in an IT /technical management environment within an educational organisational setting
Desirable
Education sector experience
Prior experience of working within a similar role
Practical experience of cloud migrations
Experience with wider infrastructure technologies
Skilled at providing training and support
Qualifications
Essential
University degree in computing or related or equivalent work experience
Desirable
Current and relevant Microsoft Certification
Competencies & Skills
Essential
Demonstrable experience of supporting a shared M365 environment
Technical IT skills
Strong communication skills
Strong attention to detail
Demonstrates a strong commitment to providing excellent customer service
Task delivery, accuracy, detail and completion
Good project management skills; systematic approach to problem solving
Demonstrable good written and verbal communication skills
Ability to work well under pressure
Strong ability to work as a part of a team
Aptitude and attitude appropriate for development within the role.
Ability to deliver quality support and to deliver at pace
Flexible and proactive (ability to drive change)
Ability to influence and persuade others
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
Desirable
Training & presenting skills
Ability to work flexible hours
Experience using Microsoft Learn to assimilate required knowledge
A full job description and an application pack for this post, can be found at: https://www.schoolsofkingedwardvi.co.uk/foundation/job-opportunities/
Job Description Group Overview The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist. Role Overview Reporting to the IT Operations Team Lead, the Incident & Problem Manager will work as part of a team responsible for the operational execution of the TP ICAP Incident & Problem Management Policies, to ensure that TP ICAP remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability. Role Responsibilities Problem Management Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans. Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings. Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements). Proactively monitor problem management performance metrics and KPI's, Incident Management Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities. Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business. Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report. Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents. Proactively monitor incident management performance metrics and KPI's, Additional Responsibilities Complete any mandatory training by the required deadlines Act with integrity and due skill, care and diligence in carrying out your duties Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws. Other duties as may be required Special Job Requirements : Occasional Bank holiday working requirement Experience / Competences Essential Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred. Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities. Strong analytical and problem solving skills, preferably evidenced by previous similar experience in a similar role. Strong communication skills, experience managing relationships with senior stakeholders. Desired Professional Qualifications: ITIL v3 foundation, or equivalent ITSM qualification. Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc. Not The Perfect Fit? Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location UK - City Quays - Belfast
Apr 20, 2024
Full time
Job Description Group Overview The TP ICAP Group is a world leading provider of market infrastructure. Our purpose is to provide clients with access to global financial and commodities markets, improving price discovery, liquidity, and distribution of data, through responsible and innovative solutions. Through our people and technology, we connect clients to superior liquidity and data solutions. The Group is home to a stable of premium brands. Collectively, TP ICAP is the largest interdealer broker in the world by revenue, the number one Energy & Commodities broker in the world, the world's leading provider of OTC data, and an award winning all-to-all trading platform. The Group operates from more than 60 offices in 27 countries. We are 5,300 people strong. We work as one to achieve our vision of being the world's most trusted, innovative, liquidity and data solutions specialist. Role Overview Reporting to the IT Operations Team Lead, the Incident & Problem Manager will work as part of a team responsible for the operational execution of the TP ICAP Incident & Problem Management Policies, to ensure that TP ICAP remains fully accountable and in control of incident and problem management. Working with internal teams and external suppliers, you will co-ordinate all incident and problem management activities to proactively prevent problems from occurring, resolve existing problems, thus improving service quality and stability. Role Responsibilities Problem Management Manage the problem record lifecycle in accordance with the TP ICAP Problem Management Policy. Ensure that respective Incidents / Problems / Changes are identified, recorded and tracked through to satisfactory resolution in line with agreed resolution plans. Facilitates and participates in Problem Management meetings, for example, RCA meetings following service impacting issues, outstanding Problem and Problem Tasks Reviews, inter-departmental Problem Status meetings, Platform Review meetings. Proactively leading investigations to identify the root cause of Problems, mitigating actions and service improvement initiatives, (including People, Process and Technology elements). Proactively monitor problem management performance metrics and KPI's, Incident Management Provide ownership of major IT incidents and co-ordination of the incident resolution process and recovery activities. Facilitate the close liaison with the business and various internal IT teams, to effectively manage incidents and problems impacting the business. Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions via the Major Incident Report. Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents. Proactively monitor incident management performance metrics and KPI's, Additional Responsibilities Complete any mandatory training by the required deadlines Act with integrity and due skill, care and diligence in carrying out your duties Escalate to the appropriate functional head any violation of any Company policy including, but not limited to, any violation of any policy contained in the Code of Conduct, Employee Handbook or any other stand-alone policy promulgated by the Compliance, Finance, or Human Resources Departments as well as any violation of federal, state or local laws. Other duties as may be required Special Job Requirements : Occasional Bank holiday working requirement Experience / Competences Essential Problem & Incident Management experience within a complex global corporate environment, financial services experience preferred. Strong experience with ServiceNow, or similar ITSM tools, with a clear understanding of how tools should be used to support Problem Management process activities. Strong analytical and problem solving skills, preferably evidenced by previous similar experience in a similar role. Strong communication skills, experience managing relationships with senior stakeholders. Desired Professional Qualifications: ITIL v3 foundation, or equivalent ITSM qualification. Experience of working with global colleagues and stakeholders and sensitivity to cultural differences, time zones etc. Not The Perfect Fit? Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organisation. Our dedicated Talent Acquisition team is here to assist you in recognising how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us. Company Statement We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement. Location UK - City Quays - Belfast
We are looking to recruit for a Senior Service Desk Analyst to be based at the Walker Building in Birmingham. The role requires you to be a point of technical advice for the Service Desk team, managing queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. Working inside the Service Desk team, you'll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be working closely with the team manager on continuously improving the level of service provided. This is a fast-paced environment that requires a self-starter demeanour throughout. What you'll do Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLA Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous manner Log and categorise customer interactions concisely and efficiently, while taking ownership and following these up to completion Provide guidance, direction and training to co-workers Act as an escalation point and technical lead for major outages Use knowledge and experience to assess and analyse a situation and apply judgement to invoke the incident process, minimise impact and effectively resolve the incident What you'll need 3 years minimum experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role A dynamic individual with a positive and determined demeanour Excellent customer service & communication skills Proactive and professional team player Experience of building and maintaining excellent relationships with customers Experience of applying processes and procedures IT troubleshooting skills Delivering a consistent first-class service to customer Experience of working in a user support role ITIL Foundation V4 qualification (or working towards) Self-motivated with the ability to multi- task and prioritise workload Flexible approach to work with the ability to adapt to change What we offer in return for your hard work and commitment Free Bus & Coach travel for yourself Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner 50% discount for friends and family on full fares on our coach services Life Assurance Company pension Employee Assistance programme Private online GP service National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs. We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date. Things to Note At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.
Apr 19, 2024
Full time
We are looking to recruit for a Senior Service Desk Analyst to be based at the Walker Building in Birmingham. The role requires you to be a point of technical advice for the Service Desk team, managing queries, prioritising calls and ensuring timely resolutions, whilst continually looking to improve service provision and efficiency. Working inside the Service Desk team, you'll promote high standards, ensure operational requirements are met and collaborate with other teams to investigate problems and minimise service disruption. You will be working closely with the team manager on continuously improving the level of service provided. This is a fast-paced environment that requires a self-starter demeanour throughout. What you'll do Provide 1st, 2nd line user support and assistance to all members of the company, ensuring that all incidents and requests are dealt with within SLA Respond to requests for IT assistance and service from end users, dealing with enquiries efficiently and effectively in a polite and courteous manner Log and categorise customer interactions concisely and efficiently, while taking ownership and following these up to completion Provide guidance, direction and training to co-workers Act as an escalation point and technical lead for major outages Use knowledge and experience to assess and analyse a situation and apply judgement to invoke the incident process, minimise impact and effectively resolve the incident What you'll need 3 years minimum experience in an SLA driven, ticketed Service Desk or 1st / 2nd Line role A dynamic individual with a positive and determined demeanour Excellent customer service & communication skills Proactive and professional team player Experience of building and maintaining excellent relationships with customers Experience of applying processes and procedures IT troubleshooting skills Delivering a consistent first-class service to customer Experience of working in a user support role ITIL Foundation V4 qualification (or working towards) Self-motivated with the ability to multi- task and prioritise workload Flexible approach to work with the ability to adapt to change What we offer in return for your hard work and commitment Free Bus & Coach travel for yourself Complimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner 50% discount for friends and family on full fares on our coach services Life Assurance Company pension Employee Assistance programme Private online GP service National Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs. We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date. Things to Note At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.
M ller UK & Ireland is wholly owned by Unternehmensgruppe Theo M ller which employs over 31,000 people throughout Europe. In the UK, M ller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from 1,300 farmers in Britain.M ller is ranked within the top 20 in The Grocer's Top 100 list of Britain's Biggest Brands and is picked from shelves millions of times each year. M ller UK & Ireland includes: M ller Milk & Ingredients which aims to be Britain's private label dairy leader and produces branded and private label fresh milk, cream, butter and ingredients products. It boasts a network of dairies and depots servicing customers throughout the country. M ller Yogurt & Desserts which is the UK's leading yogurt manufacturer which aims to create millions more M ller moments for its consumers. It is responsible for major brands like M ller Corner, M llerlight, M ller Bliss, M ller Rice, FRijj and M ller Kefir Smoothie and produces chilled desserts under licence from Mondelez International. It also supplies the UK private label yogurt market from a dedicated, state of the art yogurt facility. M ller has been a loved brand in the UK for over 30 years. It's a household name - and it continues to grow as we invest to make and market an ever-great range of fantastic dairy products. We are currently the 8th most chosen FMCG brand, picked from supermarket shelves over 208 million times each year. M ller pride ourselves on offering support to help develop your knowledge and skills. In return for your commitment, drive and enthusiasm, we offer our employees numerous benefits as part of your employment, including: • Competitive Salary • Bonus scheme • Health Care Package • Contributory pension plan • Life Assurance • Employee Assistance Programme • Generous annual leave increasing with service. • Flexible benefits programme • In addition, our employees have access to a Rewards Benefits Programme, giving you a range of discounts across 800 retailers online and in store. We are currently recruiting for a Graduate Microsoft Software Developer. It's an opportunity to join an exciting team; you will be responsible for designing, developing testing and deploying software solutions using Microsoft C# and other technologies. You will collaborate with other developers, project managers and end users to deliver high quality, robust products that meet their needs and expectations. You will be an integral part of an agile and progressive development team that aims to provide value, direction and standardisation to the business. You will be based in East Kilbride, Scotland and you will need a full UK driving license. Your challenge for the Graduate Microsoft Software Developer: - •Develop User Stories etc using MS DevOps/Jira and participate in Sprint Planning and delivery. •Develop software applications using Microsoft C# and other technologies such as ASP.NET, SQL Server, Azure etc. •Follow best practices and coding standards to ensure quality and maintainability of the code. •Perform unit testing and debugging to ensure the functionality and performance of the software. •Perform integration testing and assist with user acceptance testing. •Document the software design and specifications. •Communicate and coordinate with other developers, project managers and end users throughout the requirements capture phase and software development lifecycle. •Actively participate in the software design phase ,contribute ideas and concepts adhering to company/departmental standards. •Build and maintain professional internal and external stakeholder relationships. •Build on individual and team knowledge through sharing experience on technologies and methodologies. •Be an active participant in team meetings and contribute to continuous improvement. •Take part in any on-the-job training opportunities and proactively advise your line manager of areas where you feel training is required to benefit you as an individual or the team. •Proactively participate in incident/problem resolution, ensuring the team meets its KPI targets. •Ensure your work is recorded accurately and in a timely manner. Key skills & experience for the Graduate Microsoft Software Developer:- •Bachelor's degree in computer science, Software Engineering or a related subject. •A strong understanding of object-orientated programming, data structures, algorithms and design patterns. •A strong understanding of process and business analysis and design. •A good understanding of spoken and written German would be beneficial. •Good knowledge of the software development lifecycle. •Some experience or knowledge of Microsoft C#, ASP.NET, SQL Server, SSIS, SSRS, Azure, DevOps, Jira etc would be advantageous. •Display a passion for learning and self-development. •Strong problem-solving and analytical skills. •Exceptional communication skills, both written and verbal. •Strong service orientation. •Flexible and self-disciplined. •Confident in engaging with different levels of personnel within IT and the wider business. •Confident in embracing new technologies and ways of working. •Acts with speed, agility and pragmatism. •Full UK driving licence required. The Process If you have the skills and experience in the above areas and would like to be considered for this role, please apply at (url removed) - MB1 d
Apr 19, 2024
Full time
M ller UK & Ireland is wholly owned by Unternehmensgruppe Theo M ller which employs over 31,000 people throughout Europe. In the UK, M ller develops, manufactures and markets a wide range of branded and private label dairy products made with milk from 1,300 farmers in Britain.M ller is ranked within the top 20 in The Grocer's Top 100 list of Britain's Biggest Brands and is picked from shelves millions of times each year. M ller UK & Ireland includes: M ller Milk & Ingredients which aims to be Britain's private label dairy leader and produces branded and private label fresh milk, cream, butter and ingredients products. It boasts a network of dairies and depots servicing customers throughout the country. M ller Yogurt & Desserts which is the UK's leading yogurt manufacturer which aims to create millions more M ller moments for its consumers. It is responsible for major brands like M ller Corner, M llerlight, M ller Bliss, M ller Rice, FRijj and M ller Kefir Smoothie and produces chilled desserts under licence from Mondelez International. It also supplies the UK private label yogurt market from a dedicated, state of the art yogurt facility. M ller has been a loved brand in the UK for over 30 years. It's a household name - and it continues to grow as we invest to make and market an ever-great range of fantastic dairy products. We are currently the 8th most chosen FMCG brand, picked from supermarket shelves over 208 million times each year. M ller pride ourselves on offering support to help develop your knowledge and skills. In return for your commitment, drive and enthusiasm, we offer our employees numerous benefits as part of your employment, including: • Competitive Salary • Bonus scheme • Health Care Package • Contributory pension plan • Life Assurance • Employee Assistance Programme • Generous annual leave increasing with service. • Flexible benefits programme • In addition, our employees have access to a Rewards Benefits Programme, giving you a range of discounts across 800 retailers online and in store. We are currently recruiting for a Graduate Microsoft Software Developer. It's an opportunity to join an exciting team; you will be responsible for designing, developing testing and deploying software solutions using Microsoft C# and other technologies. You will collaborate with other developers, project managers and end users to deliver high quality, robust products that meet their needs and expectations. You will be an integral part of an agile and progressive development team that aims to provide value, direction and standardisation to the business. You will be based in East Kilbride, Scotland and you will need a full UK driving license. Your challenge for the Graduate Microsoft Software Developer: - •Develop User Stories etc using MS DevOps/Jira and participate in Sprint Planning and delivery. •Develop software applications using Microsoft C# and other technologies such as ASP.NET, SQL Server, Azure etc. •Follow best practices and coding standards to ensure quality and maintainability of the code. •Perform unit testing and debugging to ensure the functionality and performance of the software. •Perform integration testing and assist with user acceptance testing. •Document the software design and specifications. •Communicate and coordinate with other developers, project managers and end users throughout the requirements capture phase and software development lifecycle. •Actively participate in the software design phase ,contribute ideas and concepts adhering to company/departmental standards. •Build and maintain professional internal and external stakeholder relationships. •Build on individual and team knowledge through sharing experience on technologies and methodologies. •Be an active participant in team meetings and contribute to continuous improvement. •Take part in any on-the-job training opportunities and proactively advise your line manager of areas where you feel training is required to benefit you as an individual or the team. •Proactively participate in incident/problem resolution, ensuring the team meets its KPI targets. •Ensure your work is recorded accurately and in a timely manner. Key skills & experience for the Graduate Microsoft Software Developer:- •Bachelor's degree in computer science, Software Engineering or a related subject. •A strong understanding of object-orientated programming, data structures, algorithms and design patterns. •A strong understanding of process and business analysis and design. •A good understanding of spoken and written German would be beneficial. •Good knowledge of the software development lifecycle. •Some experience or knowledge of Microsoft C#, ASP.NET, SQL Server, SSIS, SSRS, Azure, DevOps, Jira etc would be advantageous. •Display a passion for learning and self-development. •Strong problem-solving and analytical skills. •Exceptional communication skills, both written and verbal. •Strong service orientation. •Flexible and self-disciplined. •Confident in engaging with different levels of personnel within IT and the wider business. •Confident in embracing new technologies and ways of working. •Acts with speed, agility and pragmatism. •Full UK driving licence required. The Process If you have the skills and experience in the above areas and would like to be considered for this role, please apply at (url removed) - MB1 d
Role: Head of Enterprise Managed Services (Full-time) Location: Whiteley, Hampshire / Hybrid (4 days at the office) Salary: £60,000 - £70,000 per annum Fantastic Hours: Mon - Fri, 8:30am 5.30pm The task at hand: We are looking for an established Head of Enterprise Managed Services who will play a pivotal role in ensuring high-quality technical support is provided to our customers, taking strategic and leadership responsibility for our 24x7 T1 and T2 teams and owning our Incident and Problem Management functions (to include out of hours and duty manager resource planning). Managing the lifecycle of all identified problems to ensure they have the appropriate focus within the business will be crucial. As Head of Enterprise Managed Services you will be working closely with multiple teams within Onecom to align on the service we provide to our customers, ensuring a seamless end-to-end journey. The Head of Enterprise Managed Services builds working relationships with both colleagues and customers, in turn supporting the company s commitment to achieving high standards of customer satisfaction and service quality. You will be working in a supportive, fast paced environment. The role involves a huge breadth and variety of duties including: - Responsible for the 24x7 Managed Service Desk team, providing leadership, direction and guidance, motivation and support, clear objectives, personal development and meaningful feedback on their performance and addressing underperformance promptly - Proactively manage our service boards to ensure that workflow is being prioritised and in line with our customer s SLAs, organising resource to ensure that requirements can be met to a high standard - Own the technical support, out of hours and duty manager rota - Engage with customers and suppliers to review the delivery of support, suggesting ways to continually improve internal processes and procedures with a view to enhancing operational efficiency and improve overall customer experience - Engage with business transformation activities which will impact Technical Support and Customer Experience, ensuring that the Managed Service Desk is prepared to provide support for new products, suppliers and/or customers - Acting as an escalation point for high priority incidents - Working closely with customers, internal support teams and vendors to manage high priority incidents through to resolution - Host major incident conference bridges, ensuring all conversations are documented - Manage high priority communication bulletins to customers and internal stakeholders - Own the Incident and Problem Management Processes, ensuring there is a minimum of an annual review to ensure all process steps are kept up to date - Work closely with the Service Delivery and Support functions to ensure a consistent approach is adopted for all activities undertaken - Continually seek opportunities for service improvements and operating efficiencies to be implemented. - Provide coaching, guidance and support of the Incident and Problem Management process to ensure it delivers against the expectations of the customers and the business You'll be great in this role if: You have proven experience of working in a 24x7, SLA driven Managed Service Desk environment (essential) You are customer and service focused You are prepared to go the extra mile to resolve customer issues to their satisfaction without compromise, you will do this by implementing effective listening with the ability to diagnose a customer s problem and find an appropriate solution You are highly responsive and have a strong sense of urgency and commitment to follow tasks through to the end You have a technical understanding of telephony, cloud and connectivity solutions (desirable) You have a strong understanding of ITIL (desirable) You re an inspirational leader who demonstrates success and promotes team responsibility You have strong people management skills and can drive a team to ensure they contribute to delivering first class technical support You're able to lead and manage multi-disciplined staff and can support, train and identify development needs You're a performance manager understanding performance drivers, promoting self-management and utilising effective coaching skills You're confident with change management, working through an environment of change and effectively leading a team through transitions beyond their control You possess excellent decision-making skills, taking ownership and responsibility You have a high level of commercial awareness You're an excellent communicator with the ability to support and motivate staff Onecom Perks and Benefits: Agile working: Enabling our people to work where they work best, using our Agile Working Policy Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year Birthday Break: Day off for your birthday, during your birthday month MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support Pension: We offer 9% combined pension contribution Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption Rewards: Quarterly employee reward programme and annual awards Referral Incentive: You ll receive a bonus for each successful friend or family member you refer Socials: Work hard and play hard with our all-expenses paid company events and parties Foundation: Get involved in fundraising activities and events for our Charity partners Academy: Limitless professional development with access to our in-house training academy
Apr 19, 2024
Full time
Role: Head of Enterprise Managed Services (Full-time) Location: Whiteley, Hampshire / Hybrid (4 days at the office) Salary: £60,000 - £70,000 per annum Fantastic Hours: Mon - Fri, 8:30am 5.30pm The task at hand: We are looking for an established Head of Enterprise Managed Services who will play a pivotal role in ensuring high-quality technical support is provided to our customers, taking strategic and leadership responsibility for our 24x7 T1 and T2 teams and owning our Incident and Problem Management functions (to include out of hours and duty manager resource planning). Managing the lifecycle of all identified problems to ensure they have the appropriate focus within the business will be crucial. As Head of Enterprise Managed Services you will be working closely with multiple teams within Onecom to align on the service we provide to our customers, ensuring a seamless end-to-end journey. The Head of Enterprise Managed Services builds working relationships with both colleagues and customers, in turn supporting the company s commitment to achieving high standards of customer satisfaction and service quality. You will be working in a supportive, fast paced environment. The role involves a huge breadth and variety of duties including: - Responsible for the 24x7 Managed Service Desk team, providing leadership, direction and guidance, motivation and support, clear objectives, personal development and meaningful feedback on their performance and addressing underperformance promptly - Proactively manage our service boards to ensure that workflow is being prioritised and in line with our customer s SLAs, organising resource to ensure that requirements can be met to a high standard - Own the technical support, out of hours and duty manager rota - Engage with customers and suppliers to review the delivery of support, suggesting ways to continually improve internal processes and procedures with a view to enhancing operational efficiency and improve overall customer experience - Engage with business transformation activities which will impact Technical Support and Customer Experience, ensuring that the Managed Service Desk is prepared to provide support for new products, suppliers and/or customers - Acting as an escalation point for high priority incidents - Working closely with customers, internal support teams and vendors to manage high priority incidents through to resolution - Host major incident conference bridges, ensuring all conversations are documented - Manage high priority communication bulletins to customers and internal stakeholders - Own the Incident and Problem Management Processes, ensuring there is a minimum of an annual review to ensure all process steps are kept up to date - Work closely with the Service Delivery and Support functions to ensure a consistent approach is adopted for all activities undertaken - Continually seek opportunities for service improvements and operating efficiencies to be implemented. - Provide coaching, guidance and support of the Incident and Problem Management process to ensure it delivers against the expectations of the customers and the business You'll be great in this role if: You have proven experience of working in a 24x7, SLA driven Managed Service Desk environment (essential) You are customer and service focused You are prepared to go the extra mile to resolve customer issues to their satisfaction without compromise, you will do this by implementing effective listening with the ability to diagnose a customer s problem and find an appropriate solution You are highly responsive and have a strong sense of urgency and commitment to follow tasks through to the end You have a technical understanding of telephony, cloud and connectivity solutions (desirable) You have a strong understanding of ITIL (desirable) You re an inspirational leader who demonstrates success and promotes team responsibility You have strong people management skills and can drive a team to ensure they contribute to delivering first class technical support You're able to lead and manage multi-disciplined staff and can support, train and identify development needs You're a performance manager understanding performance drivers, promoting self-management and utilising effective coaching skills You're confident with change management, working through an environment of change and effectively leading a team through transitions beyond their control You possess excellent decision-making skills, taking ownership and responsibility You have a high level of commercial awareness You're an excellent communicator with the ability to support and motivate staff Onecom Perks and Benefits: Agile working: Enabling our people to work where they work best, using our Agile Working Policy Holidays: 25 days holiday plus bank holidays and the option to Buy/Sell 5 days a year Birthday Break: Day off for your birthday, during your birthday month MyTime: 12 paid hours a year to use for early finishes, appointments, or longer lunch breaks Electric Car Scheme: Purchase a brand-new electric car through our EV Scheme Wellbeing: Discounted Gym membership, free online workouts, subsidised Fitbit, Cycle to work scheme, Free breakfast & fresh fruit in our offices, Eye-care vouchers, Financial Wellbeing support Pension: We offer 9% combined pension contribution Lifestyle: 4 x Salary life assurance, Employee Assistance Programme, 24/7 access to Mental Health support Parental Leave: Enhanced Parental Leave policy (based on length of service), whether you or your partner are giving birth, going through surrogacy or adoption Rewards: Quarterly employee reward programme and annual awards Referral Incentive: You ll receive a bonus for each successful friend or family member you refer Socials: Work hard and play hard with our all-expenses paid company events and parties Foundation: Get involved in fundraising activities and events for our Charity partners Academy: Limitless professional development with access to our in-house training academy
IT Service Manager Permanent Sheffield/Hybrid (2 days per week on site) Salary: 55k - 65k + benefits We are actively looking to secure a Service Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Your Skills: Service Management Leadership : Lead the service management team, ensuring that all IT services are delivered in accordance with ITIL standards. ITIL Implementation : Implement ITIL best practices across all areas of service management, including incident management, problem management, change management, and continual service improvement. Service Strategy : Develop and implement a service strategy that aligns with the organization's business objectives. Service Design and Transition : Oversee the design and transition of new and changed services, ensuring that they meet business requirements and are delivered without disrupting existing services. Service Operation : Ensure the efficient and effective operation of IT services, meeting agreed service levels and delivering a high level of customer satisfaction. Continuous Improvement : Drive the continual improvement of IT services and service management processes, using metrics to monitor performance and identify areas for improvement. Stakeholder Management : Build strong relationships with stakeholders at all levels, communicating effectively and managing expectations. Vendor Management : Manage relationships with vendors and third-party providers, ensuring that they deliver value for money and meet their contractual obligations. Risk Management : Identify and manage risks to service delivery, implementing appropriate mitigation strategies and contingency plans. Team Development : Develop the service management team, providing training and mentoring to enhance their skills and capabilities. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Apr 18, 2024
Full time
IT Service Manager Permanent Sheffield/Hybrid (2 days per week on site) Salary: 55k - 65k + benefits We are actively looking to secure a Service Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Your Skills: Service Management Leadership : Lead the service management team, ensuring that all IT services are delivered in accordance with ITIL standards. ITIL Implementation : Implement ITIL best practices across all areas of service management, including incident management, problem management, change management, and continual service improvement. Service Strategy : Develop and implement a service strategy that aligns with the organization's business objectives. Service Design and Transition : Oversee the design and transition of new and changed services, ensuring that they meet business requirements and are delivered without disrupting existing services. Service Operation : Ensure the efficient and effective operation of IT services, meeting agreed service levels and delivering a high level of customer satisfaction. Continuous Improvement : Drive the continual improvement of IT services and service management processes, using metrics to monitor performance and identify areas for improvement. Stakeholder Management : Build strong relationships with stakeholders at all levels, communicating effectively and managing expectations. Vendor Management : Manage relationships with vendors and third-party providers, ensuring that they deliver value for money and meet their contractual obligations. Risk Management : Identify and manage risks to service delivery, implementing appropriate mitigation strategies and contingency plans. Team Development : Develop the service management team, providing training and mentoring to enhance their skills and capabilities. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Incident Manager Permanent Sheffield/Hybrid (2 days per week on site) Salary: 50k - 60k + benefits We are actively looking to secure an Incident Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Your Key Responsibilities: Incident Management: Lead the incident management process, ensuring that all incidents are logged, tracked, and resolved in a timely manner. Incident Process Expertise: Utilize deep knowledge and expertise in incident management processes to effectively manage incidents and minimize service disruption. Backlog Management: Support the delivery of the existing backlog, prioritizing incidents based on their impact and urgency. Communication: Communicate effectively with stakeholders at all levels, providing regular updates on incident status and progress. Problem Escalation: Escalate complex incidents to the appropriate teams or individuals, ensuring that they have all the information they need to resolve the issue. Service Improvement: Identify trends and patterns in incidents to drive service improvement initiatives. Training and Mentoring: Train and mentor staff in incident management best practices, enhancing their skills and capabilities. Reporting: Generate regular reports on incident management performance, identifying trends and areas for improvement. Compliance: Ensure all incident management activities comply with company policies and regulatory requirements. Team Collaboration: Work collaboratively with other team members to ensure a high level of service is maintained at all times. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Apr 18, 2024
Full time
Incident Manager Permanent Sheffield/Hybrid (2 days per week on site) Salary: 50k - 60k + benefits We are actively looking to secure an Incident Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Your Key Responsibilities: Incident Management: Lead the incident management process, ensuring that all incidents are logged, tracked, and resolved in a timely manner. Incident Process Expertise: Utilize deep knowledge and expertise in incident management processes to effectively manage incidents and minimize service disruption. Backlog Management: Support the delivery of the existing backlog, prioritizing incidents based on their impact and urgency. Communication: Communicate effectively with stakeholders at all levels, providing regular updates on incident status and progress. Problem Escalation: Escalate complex incidents to the appropriate teams or individuals, ensuring that they have all the information they need to resolve the issue. Service Improvement: Identify trends and patterns in incidents to drive service improvement initiatives. Training and Mentoring: Train and mentor staff in incident management best practices, enhancing their skills and capabilities. Reporting: Generate regular reports on incident management performance, identifying trends and areas for improvement. Compliance: Ensure all incident management activities comply with company policies and regulatory requirements. Team Collaboration: Work collaboratively with other team members to ensure a high level of service is maintained at all times. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Problem Manager Permanent Hybrid - Sheffield 2 days a week up too 70,000 We are actively looking to secure a Problem Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Job Purpose/The Role: Problem Management: Lead the problem management process in accordance with ITIL standards, ensuring that all problems are logged, tracked, and resolved in a timely manner. Incident Management Liaison: Work closely with the incident management team to identify recurring incidents and potential problems. Root Cause Analysis: Conduct root cause analysis of major incidents and establish procedures to prevent recurrence. Preventive Measures: Develop preventive measures and documentation to reduce the impact of incidents that cannot be prevented. Change Management: Collaborate with the change management team to implement fixes through the appropriate procedures. Knowledge Management: Contribute to the knowledge management process by ensuring that known errors and workarounds are documented and accessible to relevant stakeholders. Trend Analysis: Perform trend analysis to identify patterns and trends in incidents and problems, using this information to proactively address potential issues before they impact services. Proactive Problem Management: Proactively identify and manage problems before incidents occur, using trend analysis and other predictive techniques. Continuous Improvement: Continually improve the problem management process in line with ITIL's principle of continual service improvement. Reporting: Generate regular reports on problem management performance, identifying trends and areas for improvement. Stakeholder Communication: Communicate effectively with stakeholders at all levels, providing regular updates on problem management activities and progress. Training and Mentoring: Train and mentor staff in problem management best practices, including trend analysis and proactive problem management. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Apr 18, 2024
Full time
Problem Manager Permanent Hybrid - Sheffield 2 days a week up too 70,000 We are actively looking to secure a Problem Manager to join Experis. Experis Consultancy is a Global entity with a well-established team with over 1000 consultants on assignment across 20 clients globally. Our UK operation is growing and has very aggressive plans for expansion over the coming years. We form part of the Manpower group of companies that turn over $20 billion a year collectively. Experis UK have partnerships with major clients across the UK spanning multiple industries; our approach is a very personal one, with both our clients and our own employees. We are passionate about training, technology and career development. Job Purpose/The Role: Problem Management: Lead the problem management process in accordance with ITIL standards, ensuring that all problems are logged, tracked, and resolved in a timely manner. Incident Management Liaison: Work closely with the incident management team to identify recurring incidents and potential problems. Root Cause Analysis: Conduct root cause analysis of major incidents and establish procedures to prevent recurrence. Preventive Measures: Develop preventive measures and documentation to reduce the impact of incidents that cannot be prevented. Change Management: Collaborate with the change management team to implement fixes through the appropriate procedures. Knowledge Management: Contribute to the knowledge management process by ensuring that known errors and workarounds are documented and accessible to relevant stakeholders. Trend Analysis: Perform trend analysis to identify patterns and trends in incidents and problems, using this information to proactively address potential issues before they impact services. Proactive Problem Management: Proactively identify and manage problems before incidents occur, using trend analysis and other predictive techniques. Continuous Improvement: Continually improve the problem management process in line with ITIL's principle of continual service improvement. Reporting: Generate regular reports on problem management performance, identifying trends and areas for improvement. Stakeholder Communication: Communicate effectively with stakeholders at all levels, providing regular updates on problem management activities and progress. Training and Mentoring: Train and mentor staff in problem management best practices, including trend analysis and proactive problem management. Benefits Include: Contributory pension scheme Employee Assistance Program Medical and Dental cover 22 days holiday + bank holidays Maternity Pay/Shared Parental leave and paternity leave Sick pay Suitable Candidates should submit CVs in the first instance.
Position: Windows/Dell Infra Admin Location: Rugby, UK Duration: Permanent JOB DESCRIPTION: As a Senior Windows Infrastructure Admin/Engineer, you'll have a broad remit of responsibilities across the entire Windows infrastructure, service operations and support, including Active Directory, DNS, DHCP, Group policy, MFA (Multi-Factor Authentication) and Windows Server 2003 to 2012 R2 and Widows desktop solutions. You will proactively troubleshoot complex issues, devising innovative solutions and proactively introducing improvements, enhancements, and automation. Working with a wide variety of platforms and programming languages, you will be a key player in delivering a reliable, high-quality trading environment as part of a diverse, globally distributed team. Essential Responsibilities/Qualifications: Take ownership of Active Directory and Windows Server infrastructure, service operations and support. Proven track record in a similar role supporting and maintaining Microsoft AD & Server Environments. Lead on all phases of Active Directory and Windows Server estate life cycle management. Lead on troubleshooting Active Directory, DNS, DHCP, MFA and Group Policy issues. Strong technical experience in administering MFA (Multi-Factor Authentication) technologies across server and client components. Actively manage and monitor Active Directory and Server estate related ServiceNow tickets, and remediations from monitoring and alerting systems. Strong Windows Support Skills - 2012 to 2019. Experience in supporting MS Exchange. Experience in Microsoft 365 services and Endpoint Manager Good knowledge of VMWare ESX. Strong PowerShell, SCCM and SCOM skills. Contribute to IT infrastructure related security, maintenance, performance, capacity, and life cycle management. Contribute reports on infrastructure operations, services, and major incidents. Create and maintain work plans, design, and operations documentation sets. Create and review change requests to support project delivery and operational change. Work as part of a team to deliver complex solutions as lead specialist, project team resource or technical support. Good understanding of ITIL & related processes. Liaise with third parties and vendors. ITILv3/ITIL4 certified or recent relevant experience working in ITIL controlled environment. Experience writing process documentation including operational support guidelines, policies, and procedures. Strong Change management, Incident Management and Problem Management processes. Ability to create and maintain technical and design documents. Must be willing to work out of Rugby, UK site (subject to COVID regulations). Candidate must have the valid SC Clearance. Look forward to your response at earliest.
Apr 18, 2024
Full time
Position: Windows/Dell Infra Admin Location: Rugby, UK Duration: Permanent JOB DESCRIPTION: As a Senior Windows Infrastructure Admin/Engineer, you'll have a broad remit of responsibilities across the entire Windows infrastructure, service operations and support, including Active Directory, DNS, DHCP, Group policy, MFA (Multi-Factor Authentication) and Windows Server 2003 to 2012 R2 and Widows desktop solutions. You will proactively troubleshoot complex issues, devising innovative solutions and proactively introducing improvements, enhancements, and automation. Working with a wide variety of platforms and programming languages, you will be a key player in delivering a reliable, high-quality trading environment as part of a diverse, globally distributed team. Essential Responsibilities/Qualifications: Take ownership of Active Directory and Windows Server infrastructure, service operations and support. Proven track record in a similar role supporting and maintaining Microsoft AD & Server Environments. Lead on all phases of Active Directory and Windows Server estate life cycle management. Lead on troubleshooting Active Directory, DNS, DHCP, MFA and Group Policy issues. Strong technical experience in administering MFA (Multi-Factor Authentication) technologies across server and client components. Actively manage and monitor Active Directory and Server estate related ServiceNow tickets, and remediations from monitoring and alerting systems. Strong Windows Support Skills - 2012 to 2019. Experience in supporting MS Exchange. Experience in Microsoft 365 services and Endpoint Manager Good knowledge of VMWare ESX. Strong PowerShell, SCCM and SCOM skills. Contribute to IT infrastructure related security, maintenance, performance, capacity, and life cycle management. Contribute reports on infrastructure operations, services, and major incidents. Create and maintain work plans, design, and operations documentation sets. Create and review change requests to support project delivery and operational change. Work as part of a team to deliver complex solutions as lead specialist, project team resource or technical support. Good understanding of ITIL & related processes. Liaise with third parties and vendors. ITILv3/ITIL4 certified or recent relevant experience working in ITIL controlled environment. Experience writing process documentation including operational support guidelines, policies, and procedures. Strong Change management, Incident Management and Problem Management processes. Ability to create and maintain technical and design documents. Must be willing to work out of Rugby, UK site (subject to COVID regulations). Candidate must have the valid SC Clearance. Look forward to your response at earliest.
Norton Rose Fulbright Llp
Newcastle Upon Tyne, Tyne And Wear
Practice Group / Department: IT Regional - Service Desk Management - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. The Team The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices. The key focus of the team is to deliver a world class IT service to the business. The Role Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities. The role will involve but is not limited to the following: Team Management: Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times. Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk Assisting in measuring and reporting on KPIs and SLAs for your team Leading the First Line Team: Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices Process Management: Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes Quality Management: Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis Major Incident Management: Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these Skills and Experience Required Proven experience in team supervision, work load prioritization and resource management Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment Some experience of the ITIL Problem and Change disciplines. Ability to manage personal and team workloads (including management of team rotas) Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance Significant experience working with high profile, VIP customers, in a demanding and time critical environment The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day 'business as usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential. Candidates must have knowledge of supporting the majority of the following: Microsoft Windows 10 and Windows 11 Microsoft Office 365 or above Signify/RSA tokens and software tokens iPhone devices - configuring and troubleshooting Printing solutions (desktop and MFD) Active Directory Dealroom / File transfer solutions Mimecast email management NexThink experience preferred Worksite DMS (or other Document Management Systems) Document Management tools Expert, CMS, Interaction Encryption software Shift information The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis. Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm. Diversity, Equity and Inclusion To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing. Find more about Diversity, Equity and Inclusion here. We a
Apr 18, 2024
Full time
Practice Group / Department: IT Regional - Service Desk Management - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture are closely entwined. We know that our expansion will mean little unless it is underpinned by truly global collaboration and we understand that pioneering work only takes place when our people have room to move and think beyond boundaries. As well as the relevant skills and experience, we're looking for people who are innovative, commercial and value the work that they do. The Team The Service Desk is part of the EMEA Service Delivery Team and provides a single point of contact for both our London and International Offices. The key focus of the team is to deliver a world class IT service to the business. The Role Reporting to the Service Desk Manager, this role requires a proactive, well-organised, self-motivated individual. The role holder must have excellent written and verbal communication skills, as there will be interaction with the business and internal IT stakeholders at all levels. Technical expertise is also required as the expectation will be that you are part of the team actively assisting in resolving issues as well as your leadership responsibilities. The role will involve but is not limited to the following: Team Management: Ensuring that your team rota is managed, and the appropriate number of staff are onsite at the prescribed times. Taking joint responsibility with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager Assist in the implementation of and adherence to ITIL processes and best practices within the Service Desk Assisting in measuring and reporting on KPIs and SLAs for your team Leading the First Line Team: Ensuring that trend analysis and potential problem areas are correctly being identified and reported by your team Ensuring regular one to ones are held with these teams to discuss monthly performance, address any training needs and review status of yearly Objectives and providing the Service Desk Manager with a monthly overview of these sessions Ensuring that there is sufficient cover on the desk in 1st Line on a daily basis Monitoring the ServiceNow call queues to ensure that all tickets are handed within SLA and to the appropriate standards. Escalation Point: Initial escalation point for customer escalations Part of the internal Service Desk escalation team, acting as a technical point of contact for the Service Desk Analysts, Senior Service Desk Analysts and Apprentices Process Management: Identifying service improvement initiatives for the Service Desk and ensuring these are documented, reported up and adhered to by the Service Desk Assist the Service Desk Manager with the creation of, maintenance of and distribution of all Service Desk Processes Quality Management: Identifying any ticket quality issues within the team by way of a monthly review, creating reports on each team member's performance, and ensuring that any issues are acted upon quickly and efficiently Ensure that the monthly reporting regarding Quality Management is available to the Service Desk Manager and EMEA Service Delivery Manager on a monthly basis Major Incident Management: Together with the Service Desk Manager (Desktop Support), take ownership of the Major Incident process during office hours, ensuring that all aspects of the process are followed Ensure that the Service Desk are aware of any Major Incidents underway, and potential workarounds for these Skills and Experience Required Proven experience in team supervision, work load prioritization and resource management Quantifiable experience in the following ITIL service management disciplines: Incident, Major Incident and Request Fulfilment Some experience of the ITIL Problem and Change disciplines. Ability to manage personal and team workloads (including management of team rotas) Proven ability to be able to measure and monitor the team's operational performance through agreed KPIs. Providing management reports for the Service Desk Manager/Customer Services Manager on both team and individual analyst performance Significant experience working with high profile, VIP customers, in a demanding and time critical environment The role requires the proven ability to prioritise personal and team workloads to meet daily, changing, business requirements. The candidate will play a very active role in the day to day 'business as usual' co-ordination of the team. The ability to re-prioritise team and personal workloads as required throughout the day is essential. Candidates must have knowledge of supporting the majority of the following: Microsoft Windows 10 and Windows 11 Microsoft Office 365 or above Signify/RSA tokens and software tokens iPhone devices - configuring and troubleshooting Printing solutions (desktop and MFD) Active Directory Dealroom / File transfer solutions Mimecast email management NexThink experience preferred Worksite DMS (or other Document Management Systems) Document Management tools Expert, CMS, Interaction Encryption software Shift information The EMEA Service Desk provide support from 8am-8pm Monday to Friday on a shift basis. Between the Service Desk Team Leaders, onsite leadership support is expected between 8am and 8pm. Diversity, Equity and Inclusion To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people's health and overall wellbeing. Find more about Diversity, Equity and Inclusion here. We a
Mortgage Advice Bureau is the UK's leading mortgage intermediary. With over 200 awards and counting, we're proud of our people and reputation in the industry for innovation and supporting people to be their best. We're looking for a Service Desk Technician to join our team, working as a hybrid team between our Derby office (3 days per week) and home (2 days per week) with flexible start and finish working patterns. The person in this role will join our fantastic Service Desk team to support 1st line queries for our Head Office colleagues and growing network of Mortgage firms across the UK to resolve IT issues. Your responsbilities include: Be the point of contact for any queries within the system, both internally and across our network, resolving tasks effectively and efficiently. Diagnoses and provide support for our IT hardware and software, for new and existing users. Ensure all queries are logged and dealt with inside agreed SLA's and analyse and report on trends. Produce and maintain documentation for upcoming and existing software releases. Ensure that a high level of customer service and support is provided to all internal and external customers. Reduce customer down-time, by use of workarounds and ultimately solutions/fixes. Ensure and major incidents are escalated to the appropriate person. To be successful in this role, you will have: Excellent interpersonal and relationship building skills. Problem solving skills, to troubleshoot and fault-find software applications issues. Outstanding customer service skills with a positive outlook. Excellent documentation and knowledge sharing skills. An ability to translate technology into simple terms. Experience of laptop builds and supporting both inhouse and external customers. Experience of helping users to convey information to both technical and non-technical people within the business. Please note the person in this role is expected to be based at our Derby office 5 days a week for their first 6 months to be fully trained. Following 6 months, you are welcome to make use of our hybrid working model. Our flexible working patterns and long list of benefits are some of the many reasons why people love working here. Our stunning Head Office is based in Derby with free parking, a 10 minute walk from Derby train station, excellent bus links and bike racks available. What you can expect from us: Flexible earlier or later start and finish times around our core business hours of 9:30am - 4:30pm (For example, 8.00am-4.30pm, 9.30am-6.00pm) Holiday allowance from 22 days, depending on your job level, rising with each year of service and a buy/sell holiday option. Matched Share Scheme Pension scheme with employer contributions up to 8% Learning and Development offers such as Lunch & Learn sessions, qualification support and more Enhanced Parental leave and Family leave 2 paid Volunteer days every year Employee Assistance Programme Cycle to Work scheme Save 's through our Discounts and Rewards Portal Free breakfast and fruit at HQ Your Birthday off Wellbeing Room onsite Monthly wellbeing events And lots more! We value different experiences and perspectives at MAB and ensure our teams continue to embrace our values in everything we do. As an equal opportunities employer, we are committed to the equal treatment of all current and future employees and do not condone or tolerate discrimination in any form. We aspire to be a diverse and inclusive place to work and welcome everyone from a wide range of backgrounds to apply to join us wide range of backgrounds to apply and join us. If this sounds like the job for you, or you'd like to discuss the opportunity in more detail - please get in touch! Additional Support We will remove barriers that prospective applicants may face at any stage of our recruitment process. If you have additional needs and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact our Recruitment Manager, Hannah Blake hannah.blake(at)mab.org.uk
Apr 18, 2024
Full time
Mortgage Advice Bureau is the UK's leading mortgage intermediary. With over 200 awards and counting, we're proud of our people and reputation in the industry for innovation and supporting people to be their best. We're looking for a Service Desk Technician to join our team, working as a hybrid team between our Derby office (3 days per week) and home (2 days per week) with flexible start and finish working patterns. The person in this role will join our fantastic Service Desk team to support 1st line queries for our Head Office colleagues and growing network of Mortgage firms across the UK to resolve IT issues. Your responsbilities include: Be the point of contact for any queries within the system, both internally and across our network, resolving tasks effectively and efficiently. Diagnoses and provide support for our IT hardware and software, for new and existing users. Ensure all queries are logged and dealt with inside agreed SLA's and analyse and report on trends. Produce and maintain documentation for upcoming and existing software releases. Ensure that a high level of customer service and support is provided to all internal and external customers. Reduce customer down-time, by use of workarounds and ultimately solutions/fixes. Ensure and major incidents are escalated to the appropriate person. To be successful in this role, you will have: Excellent interpersonal and relationship building skills. Problem solving skills, to troubleshoot and fault-find software applications issues. Outstanding customer service skills with a positive outlook. Excellent documentation and knowledge sharing skills. An ability to translate technology into simple terms. Experience of laptop builds and supporting both inhouse and external customers. Experience of helping users to convey information to both technical and non-technical people within the business. Please note the person in this role is expected to be based at our Derby office 5 days a week for their first 6 months to be fully trained. Following 6 months, you are welcome to make use of our hybrid working model. Our flexible working patterns and long list of benefits are some of the many reasons why people love working here. Our stunning Head Office is based in Derby with free parking, a 10 minute walk from Derby train station, excellent bus links and bike racks available. What you can expect from us: Flexible earlier or later start and finish times around our core business hours of 9:30am - 4:30pm (For example, 8.00am-4.30pm, 9.30am-6.00pm) Holiday allowance from 22 days, depending on your job level, rising with each year of service and a buy/sell holiday option. Matched Share Scheme Pension scheme with employer contributions up to 8% Learning and Development offers such as Lunch & Learn sessions, qualification support and more Enhanced Parental leave and Family leave 2 paid Volunteer days every year Employee Assistance Programme Cycle to Work scheme Save 's through our Discounts and Rewards Portal Free breakfast and fruit at HQ Your Birthday off Wellbeing Room onsite Monthly wellbeing events And lots more! We value different experiences and perspectives at MAB and ensure our teams continue to embrace our values in everything we do. As an equal opportunities employer, we are committed to the equal treatment of all current and future employees and do not condone or tolerate discrimination in any form. We aspire to be a diverse and inclusive place to work and welcome everyone from a wide range of backgrounds to apply to join us wide range of backgrounds to apply and join us. If this sounds like the job for you, or you'd like to discuss the opportunity in more detail - please get in touch! Additional Support We will remove barriers that prospective applicants may face at any stage of our recruitment process. If you have additional needs and would like the advert in an alternative format, or would like to talk about how we can adjust the interview process to best support you, please contact our Recruitment Manager, Hannah Blake hannah.blake(at)mab.org.uk
Do you want to expand your IT career within a join an new and exciting company. Are you an experienced IT Helpdesk First Line Support? Do you have the skills to play an important role in providing technical assistance and support to end-users within our organization? Do you have experience to be the initial point of contact for all IT-related inquiries and issues, ranging from hardware and software problems to network and connectivity issues. Your primary objective will be to resolve technical problems promptly and efficiently while delivering exceptional customer service. What can you expect in the role of First line IT Helpdesk First Point of Contact, Serve as the initial point of contact for all IT-related inquiries and technical support requests from end-users via various channels such as phone calls, emails, and ticketing systems. Technical Troubleshooting, Diagnose and resolve hardware, software, network, and connectivity issues reported by end-users in a timely and efficient manner. This includes troubleshooting desktops, laptops, printers, mobile devices, and other IT peripherals. Issue Escalation, escalate unresolved technical issues to the appropriate IT support teams (Second Line Support, System Administrators, etc.) while ensuring proper documentation of troubleshooting steps and actions taken. User Account Management, assist with user account administration tasks, including creating, modifying, and disabling user accounts, resetting passwords, and granting access permissions based on established security protocols. Software Installation and Configuration Install, configure, and update software applications on end-user devices according to organizational guidelines and software licensing agreements. Hardware Maintenance, perform routine maintenance tasks on IT hardware, such as desktops, laptops, and printers, including hardware upgrades, replacements, and preventive maintenance activities. Documentation and Knowledge Sharing, maintain accurate records of IT support requests, incidents, and resolutions in the ticketing system. Document troubleshooting procedures, FAQs, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing among the IT support team and end-users. Training and User Education, provide basic training and guidance to end-users on the use of IT systems, software applications, and best practices for IT security and data protection. Compliance and Security, adhere to organizational policies, procedures, and security standards to ensure the confidentiality, integrity, and availability of IT systems and data. Assist in enforcing compliance with IT Procurement, IT security policies and regulations. Asset Management keep record of distributed IT, IT related equipment and keep HR in copy. Support of Global office network providing support as described above to BEYONDs other staff outside of the UK office remotely when necessary. What experience do you need to work as a First line IT Helpdesk Degree level education or completion of relevant apprenticeship and/or industry-standard certifications similar to CompTIA A+ will be considered. Proven experience in providing technical support in a helpdesk or service desk environment. Strong knowledge of Microsoft Windows and Office 365 Suite, as well as common business applications and productivity tools. Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices for IT service management. You will be required to assist with ad-hoc tasks if and when required. The nature of these events is such that it may be necessary to amend or add to your responsibilities as we get closer to major events and you will be required to perform any task that is allocated to you, specific to the projects at hand Excellent communication skills with the ability to explain technical concepts to non-technical users effectively. Strong problem-solving and troubleshooting skills with a customer focused approach. Ability to work independently and collaboratively in a fast-paced environment. IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent (desired). Knowledge of remote desktop support tools and remote assistance techniques. What do you get in return as a First Line Help Desk support Working hours are 09.00 - 18.00 (Monday-Friday) however alternative hours can be agreed subject to line manager approval. Competitive salary 25K-30K 25 Days Holidays + Bank Holidays 12 month fixed term contract Life insurance Pension contribution On site parking 1 day a week working from home
Apr 18, 2024
Contractor
Do you want to expand your IT career within a join an new and exciting company. Are you an experienced IT Helpdesk First Line Support? Do you have the skills to play an important role in providing technical assistance and support to end-users within our organization? Do you have experience to be the initial point of contact for all IT-related inquiries and issues, ranging from hardware and software problems to network and connectivity issues. Your primary objective will be to resolve technical problems promptly and efficiently while delivering exceptional customer service. What can you expect in the role of First line IT Helpdesk First Point of Contact, Serve as the initial point of contact for all IT-related inquiries and technical support requests from end-users via various channels such as phone calls, emails, and ticketing systems. Technical Troubleshooting, Diagnose and resolve hardware, software, network, and connectivity issues reported by end-users in a timely and efficient manner. This includes troubleshooting desktops, laptops, printers, mobile devices, and other IT peripherals. Issue Escalation, escalate unresolved technical issues to the appropriate IT support teams (Second Line Support, System Administrators, etc.) while ensuring proper documentation of troubleshooting steps and actions taken. User Account Management, assist with user account administration tasks, including creating, modifying, and disabling user accounts, resetting passwords, and granting access permissions based on established security protocols. Software Installation and Configuration Install, configure, and update software applications on end-user devices according to organizational guidelines and software licensing agreements. Hardware Maintenance, perform routine maintenance tasks on IT hardware, such as desktops, laptops, and printers, including hardware upgrades, replacements, and preventive maintenance activities. Documentation and Knowledge Sharing, maintain accurate records of IT support requests, incidents, and resolutions in the ticketing system. Document troubleshooting procedures, FAQs, and knowledge base articles to facilitate efficient problem resolution and knowledge sharing among the IT support team and end-users. Training and User Education, provide basic training and guidance to end-users on the use of IT systems, software applications, and best practices for IT security and data protection. Compliance and Security, adhere to organizational policies, procedures, and security standards to ensure the confidentiality, integrity, and availability of IT systems and data. Assist in enforcing compliance with IT Procurement, IT security policies and regulations. Asset Management keep record of distributed IT, IT related equipment and keep HR in copy. Support of Global office network providing support as described above to BEYONDs other staff outside of the UK office remotely when necessary. What experience do you need to work as a First line IT Helpdesk Degree level education or completion of relevant apprenticeship and/or industry-standard certifications similar to CompTIA A+ will be considered. Proven experience in providing technical support in a helpdesk or service desk environment. Strong knowledge of Microsoft Windows and Office 365 Suite, as well as common business applications and productivity tools. Familiarity with ITIL (Information Technology Infrastructure Library) framework and best practices for IT service management. You will be required to assist with ad-hoc tasks if and when required. The nature of these events is such that it may be necessary to amend or add to your responsibilities as we get closer to major events and you will be required to perform any task that is allocated to you, specific to the projects at hand Excellent communication skills with the ability to explain technical concepts to non-technical users effectively. Strong problem-solving and troubleshooting skills with a customer focused approach. Ability to work independently and collaboratively in a fast-paced environment. IT certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent (desired). Knowledge of remote desktop support tools and remote assistance techniques. What do you get in return as a First Line Help Desk support Working hours are 09.00 - 18.00 (Monday-Friday) however alternative hours can be agreed subject to line manager approval. Competitive salary 25K-30K 25 Days Holidays + Bank Holidays 12 month fixed term contract Life insurance Pension contribution On site parking 1 day a week working from home
Contract Duration: 6-12 months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Apr 17, 2024
Contractor
Contract Duration: 6-12 months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Cyber Security ConsultantMy client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives.You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems.You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites.They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence.ResponsibilitiesWorking either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents.Qualifications and ExperienceOur client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter.Candidates must be eligible and willing to gain UK Security Clearance to apply for this position.It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills.Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Apr 17, 2024
Full time
Cyber Security ConsultantMy client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives.You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems.You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites.They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence.ResponsibilitiesWorking either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents.Qualifications and ExperienceOur client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter.Candidates must be eligible and willing to gain UK Security Clearance to apply for this position.It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills.Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Cyber Security Consultant My client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives. You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems. You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites. They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence. Responsibilities Working either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents. Qualifications and Experience Our client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter. Candidates must be eligible and willing to gain UK Security Clearance to apply for this position. It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills. Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Apr 17, 2024
Full time
Cyber Security Consultant My client is looking for Cyber Security consultants who come from a background in technical consulting and / or architecture. You will be given the opportunity to develop your skills further in a Cyber Security. you will provide support to a wide range of high-profile UK public sector and defence organisations and enable them to protect their ICT investments, and in doing so play a key role in nationally critical projects which make a real difference to people's everyday lives. You will be given the opportunity to undertake a variety of roles throughout the project lifecycle, working across a wide-ranging set of clients and cutting-edge technologies. This could include providing projects with advice and guidance on Information Assurance topics; contributing to the development of IA strategies, policies, guidance and awareness; planning and managing the delivery of a security work programme; defining security requirements; designing and implementing security architectures; or overseeing the secure development and accreditation of information systems. You will typically work on client sites, co-located with other project members, including client staff, colleagues and other suppliers. Due to the nature of client side working, regular travel within the UK should be expected. The base office is in Guildford, but it is likely that you will spend the majority of your time working with clients at their sites. They provide substantial training, including online, classroom and in-house courses, leading to nationally recognised certifications, such as CCP, PCiIAA, CISMP, CISSP, CREST, ISO27001, SABSA, and TOGAF and provide structured career development pathways to help you gain responsibility and influence. Responsibilities Working either individually or as part of a larger team, you will undertake a number of varying consultancy assignments. Due to the potential variety in assignments your responsibilities may well depend on your own breadth of experience and could range from developing security architectures, to providing guidance on GRC activities. Other responsibilities could include: Providing security expertise for major system procurements and Agile programmes to ensure secure solution delivery; Identifying, analysing and evaluating information risks across a range of programmes, projects and systems; Explaining to risk owners and other stakeholders the causes, likelihood and potential business impacts of information risks throughout the information system lifecycle; Identifying and presenting options for treating or transferring information risks; Authoring and/or supporting the development of security assurance documentation in accordance with risk management frameworks; Developing or reviewing new security architectures that mitigate the risks posed by new technologies and business practices; Providing consultancy to customers on information assurance and architectural problems; Scoping security testing activities, and explaining the results and required remediation; and Conducting security monitoring and investigating security incidents. Qualifications and Experience Our client works predominantly within the UK Defence and Public Sectors. Because of this, experience within those sectors is desirable, preferably within the ICT context on enterprise solutions. The fast-moving nature of the ICT environment, together with the need to resource multiple, ad-hoc assignments, also requires our consultants to be quick thinkers, proactive and self-motivated - with the ability to apply a structured approach to often unfamiliar subject matter. Candidates must be eligible and willing to gain UK Security Clearance to apply for this position. It is essential that you have the following experience: Experience of complex ICT systems in a technical delivery or consulting capacity; A good understanding of enterprise information and communications technology; The ability to present and justify conclusions to project teams and business stakeholders; Proven abilities in delivering to client expectations and requirements; and Strong verbal and written communications skills. Knowledge of or a desire to learn more about the following would be beneficial for the role: Structured security frameworks, such as HMG SPF and ISO27001; Security, technical and enterprise architecture methods such as TOGAF and SABSA; Technical risk assessments; Enterprise security packages. Disclaimer: This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Contract Duration: 6-12 Months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Apr 17, 2024
Full time
Contract Duration: 6-12 Months Hybrid Model: 3 days in London Office - 2 days remote A leading Financial Services organisation in London is seeking an experienced Incident Manager who will be responsible for the use of incident and problem management processes as well as establishing reporting processes to actively identify and manage service trends and risks and recommend interventions before problems impact service levels. Responsibilities: Monitor and respond to IT incidents reported by users, systems, or automated tools Coordinate the incident management resolver teams and assign roles and tasks according to the severity and urgency of the incident Follow the established incident management procedures and best practices, and ensure compliance with IT policies and standards Escalate major incidents to senior management and relevant stakeholders, and provide regular updates and reports Document and maintain records of all incidents and their resolutions, and identify trends and patterns Evaluate and improve the incident management process and tools, and provide feedback and suggestions Provide training and guidance to the incident management team and other IT staff on incident management practices and protocols Collaborate with other IT teams and departments to ensure alignment and integration of IT services and processes Own and drive the resolution of incidents by leading the technical and functional teams, facilitating collaboration and communication, and ensuring timely and effective actions Track and report on the progress and status of incident resolution, and communicate any risks, issues, or delays that may affect the service restoration Ensure that the incident resolution meets the agreed service level agreements (SLAs) and quality standards, and verify the satisfaction of the end users and stakeholder Conduct post-incident reviews and lessons learned sessions, and implement the improvement actions to prevent recurrence of similar incidents Skills: Strong and confident communicator both verbally and in written form. Excellent problem solving, analytical and critical thinking Good judgment and clear decision making ability Ability to explain complex issues to wide ranging audience. Ability to drive multiple tasks in parallel and to prioritize workload in order to meet deadlines and to manage expectations. Strong numerical competency Ability to confidently consider options and drive decisions within high pressure situations Ability to work under pressure and to remain calm in times of crisis To be considered, please ensure you complete your application on the Computappoint website. Services offered by Computappoint Limited are those of an Employment Business and/or Employment Agency in relation to this vacancy
Senior Service Desk Manager - Up to 75K - Hybrid - Central London An exciting new opportunity has become available for a Service Desk Manager within a Microsoft Gold Partnered Managed Service Provider (MSP) in Farringdon, London. We are looking for enthusiastic, passionate Service Desk Manager to join a forward thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months. Hybrid working is encouraged with the position with a 3/2 split. The role would suit an established Service Desk Manager, Senior Service Desk Manager or Head of Service / IT Support. The position incorporates leading a team of 25 1st, 2nd and 3rd line IT Support Engineers within an ITIL environment. Service Desk Manager Experience: 5+ years lead or management experience in an IT Managed Services environment Flexible and helpful attitude. In particular, the ability to empathise with IT Service Desk customers and respond sensitively to their problems, requests and complaints. Excellent trouble-shooting skills with a broad range of technical knowledge The ability to lead and motivate a highly productive Service Desk team in a fast paced environment ITIL v3/4 Foundation qualification Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed. Act as the first point of escalation for all customer incident requests and problem ticket issues Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business. Effective resource and task management to ensure guaranteed cover to the business Responsible for the on-call contact centre and shift rotas Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service Train, coach and mentor Service Desk Specialists including career development Manage the performance of all direct reports using regular appraisals, objective setting, training, development and 1-1s They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity. The environment is relaxed yet professional, gone are the days of a corporate rigid structure and you will be given flexibility. The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a MSP environment. The successful Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team. Apply now for immediate consideration for this Service Desk Manager position or contact George Harvey at ITSS Recruitment for further details.
Apr 16, 2024
Full time
Senior Service Desk Manager - Up to 75K - Hybrid - Central London An exciting new opportunity has become available for a Service Desk Manager within a Microsoft Gold Partnered Managed Service Provider (MSP) in Farringdon, London. We are looking for enthusiastic, passionate Service Desk Manager to join a forward thinking and growing MSP. There is ample opportunity for career progression with the company thriving and experiencing a 50% expansion over the last 18 months. Hybrid working is encouraged with the position with a 3/2 split. The role would suit an established Service Desk Manager, Senior Service Desk Manager or Head of Service / IT Support. The position incorporates leading a team of 25 1st, 2nd and 3rd line IT Support Engineers within an ITIL environment. Service Desk Manager Experience: 5+ years lead or management experience in an IT Managed Services environment Flexible and helpful attitude. In particular, the ability to empathise with IT Service Desk customers and respond sensitively to their problems, requests and complaints. Excellent trouble-shooting skills with a broad range of technical knowledge The ability to lead and motivate a highly productive Service Desk team in a fast paced environment ITIL v3/4 Foundation qualification Manage the day-to-day service desk environment to ensure that the procedures, process and working practices are followed. Act as the first point of escalation for all customer incident requests and problem ticket issues Provide input to the Service Desk toolset (LogMeIn and Fresh Desk) to ensure it meets the requirement our business. Effective resource and task management to ensure guaranteed cover to the business Responsible for the on-call contact centre and shift rotas Identify and manage service improvement opportunities. Ensure continuous service improvement is embedded in the culture and working practices of the Service Desk Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored and reported on and communicated to customers Ensure major incident response procedures have been identified, documented and maintained and that Service Desk staff have been trained on these procedures Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment Deliver effective performance management to ensure that each member of the team is able to provide the best level of customer service Train, coach and mentor Service Desk Specialists including career development Manage the performance of all direct reports using regular appraisals, objective setting, training, development and 1-1s They are a big believer in sharing thoughts and encouraging and supporting innovation and creativity. The environment is relaxed yet professional, gone are the days of a corporate rigid structure and you will be given flexibility. The IT Service Desk Manager will be a natural motivator with fantastic communication skills and have prior experience within a MSP environment. The successful Service Desk Manager will be given the freedom and flexibility to implement their own ideas and strategy supported by the senior team. Apply now for immediate consideration for this Service Desk Manager position or contact George Harvey at ITSS Recruitment for further details.
2nd Line Support Engineer required by market leading organisation based in South Wales. This is a permanent position on a hybrid working basis with 2 days a week onsite (With flexibility). You will join an experienced IT Support Team responsible for supporting traditional IT systems and services, the role will be focused on supporting technologies key to the operational success of the business. This is a hands-on role, working towards targeted Service Level Agreements (SLAs) to support the business, will be involved in exciting new technologies and systems and will co-ordinate and assist with the roll out of related projects within the businesses. Main Duties: Monitor Service Desk tickets and provide 2nd line onsite and remote support. Work to set KPI s to maintain the departments SLA to the business. Administer ICT Operational environments and services such as CUTE, CUSS. Provide incident and problem management for the IT operational systems including servers, desktop, network, software and more. Mentor and cross train team members on existing and new technologies. Document best practices and support procedures. Work with Project Managers to implement new projects to deliver new operational technology solutions. Develop and implement small projects to deliver new technology solutions. Produce systems documentation. Maintain inventory and asset configuration documentation. Carry out special tasks at Management's direction. Provide training to other departments about how best to use the systems available within the business. Required Background: Strong technical knowledge of Microsoft s Server Operating Systems 2012/2016/2019. Strong technical knowledge of Microsoft s Client Operating Systems, primarily Windows 10/11. Good technical knowledge of Backup & DR services. Good knowledge of application support with MS Office and Office 365. Good knowledge of VoIP Telephony systems. Managing deployments / rollouts of IT systems and projects. Active Directory Group Policy and user and group administration. Excellent understanding of PC hardware set-up and configuration. Good knowledge of LAN/WAN networking. Ability to troubleshoot network issues. Ability to work under pressure. Ability to work as an individual and as part of a team. Ability to develop effective working relationships. Professional and confident. This fantastic role comes with an excellent basic salary and is accompanied by a benefits package which includes: Remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.
Apr 16, 2024
Full time
2nd Line Support Engineer required by market leading organisation based in South Wales. This is a permanent position on a hybrid working basis with 2 days a week onsite (With flexibility). You will join an experienced IT Support Team responsible for supporting traditional IT systems and services, the role will be focused on supporting technologies key to the operational success of the business. This is a hands-on role, working towards targeted Service Level Agreements (SLAs) to support the business, will be involved in exciting new technologies and systems and will co-ordinate and assist with the roll out of related projects within the businesses. Main Duties: Monitor Service Desk tickets and provide 2nd line onsite and remote support. Work to set KPI s to maintain the departments SLA to the business. Administer ICT Operational environments and services such as CUTE, CUSS. Provide incident and problem management for the IT operational systems including servers, desktop, network, software and more. Mentor and cross train team members on existing and new technologies. Document best practices and support procedures. Work with Project Managers to implement new projects to deliver new operational technology solutions. Develop and implement small projects to deliver new technology solutions. Produce systems documentation. Maintain inventory and asset configuration documentation. Carry out special tasks at Management's direction. Provide training to other departments about how best to use the systems available within the business. Required Background: Strong technical knowledge of Microsoft s Server Operating Systems 2012/2016/2019. Strong technical knowledge of Microsoft s Client Operating Systems, primarily Windows 10/11. Good technical knowledge of Backup & DR services. Good knowledge of application support with MS Office and Office 365. Good knowledge of VoIP Telephony systems. Managing deployments / rollouts of IT systems and projects. Active Directory Group Policy and user and group administration. Excellent understanding of PC hardware set-up and configuration. Good knowledge of LAN/WAN networking. Ability to troubleshoot network issues. Ability to work under pressure. Ability to work as an individual and as part of a team. Ability to develop effective working relationships. Professional and confident. This fantastic role comes with an excellent basic salary and is accompanied by a benefits package which includes: Remote working, annual salary review, 25 days holiday (which will increase to 30 days based upon length of service), private medical insurance, pension and many more.
Do you have a passion for technology and strong leadership skills that can drive success within a data centre? We are thrilled to be working with our renowned cloud technology client who is currently looking for a Data Centre Manager to inspire their team in Edinburgh. What you will get in your new role Attractive starting salary of 50,000 - 60,000 per annum 33 days of annual leaving including public/bank holidays Your birthday off Enhanced company pension Private healthcare Free breakfast and snacks Wellbeing programme Free on-site parking Exciting team socials and events Career progression opportunities Your new employer Our client is an industry leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for businesses in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions. Responsibilities within your new role As the Data Centre Manager, it's crucial to exemplify the company's values and behaviours while overseeing your team. Ensuring strict adherence to health and safety protocols is paramount for site operations. You'll be responsible for managing all maintenance procedures and contracts, both internally and with specialised subcontractors. Coordination of team resources, scheduling, and management falls within your purview. Providing recommendations for site budget proposals in alignment with established procedures is also part of your role. Driving energy efficiency within the data centre halls, particularly in optimising cooling through containment, is essential. Adhering to service management processes, including handling major incidents, change, and problem management, is critical. Additionally, you'll be tasked with hosting client tours onsite alongside sales colleagues, catering to both new and existing clients. Your experience, qualifications and personality The candidate must possess a deep understanding of industry best practices in data centre services, demonstrating expertise in technical aspects of data centre infrastructure. Familiarity with the UK regulatory framework, especially regarding health and safety legislation in the data centre sector, is essential. Knowledge of ISO 27001, 14000, and PCI standards is required. Effective communication skills are a must, along with demonstrated strong leadership qualities. Apply now! Please send us an up-to-date copy of your CV, by clicking the Apply button. This position is only available to applicants who have immediate Right to Work in the UK and you will be required to provide evidence of such upon request. Also required are up-to-date contact details for at least 2 references. Stafffinders are operating as an Employment Agency for permanent positions and as an Employment Business for temporary positions.
Apr 16, 2024
Full time
Do you have a passion for technology and strong leadership skills that can drive success within a data centre? We are thrilled to be working with our renowned cloud technology client who is currently looking for a Data Centre Manager to inspire their team in Edinburgh. What you will get in your new role Attractive starting salary of 50,000 - 60,000 per annum 33 days of annual leaving including public/bank holidays Your birthday off Enhanced company pension Private healthcare Free breakfast and snacks Wellbeing programme Free on-site parking Exciting team socials and events Career progression opportunities Your new employer Our client is an industry leader in hybrid cloud and IT infrastructure solutions, providing reliable and secure systems for businesses in the UK and beyond. Celebrating nearly 30 years in business, this well-established client has built trust and meaningful partnerships with many businesses to help contribute to business growth, via their innovative and safe solutions. Responsibilities within your new role As the Data Centre Manager, it's crucial to exemplify the company's values and behaviours while overseeing your team. Ensuring strict adherence to health and safety protocols is paramount for site operations. You'll be responsible for managing all maintenance procedures and contracts, both internally and with specialised subcontractors. Coordination of team resources, scheduling, and management falls within your purview. Providing recommendations for site budget proposals in alignment with established procedures is also part of your role. Driving energy efficiency within the data centre halls, particularly in optimising cooling through containment, is essential. Adhering to service management processes, including handling major incidents, change, and problem management, is critical. Additionally, you'll be tasked with hosting client tours onsite alongside sales colleagues, catering to both new and existing clients. Your experience, qualifications and personality The candidate must possess a deep understanding of industry best practices in data centre services, demonstrating expertise in technical aspects of data centre infrastructure. Familiarity with the UK regulatory framework, especially regarding health and safety legislation in the data centre sector, is essential. Knowledge of ISO 27001, 14000, and PCI standards is required. Effective communication skills are a must, along with demonstrated strong leadership qualities. Apply now! Please send us an up-to-date copy of your CV, by clicking the Apply button. This position is only available to applicants who have immediate Right to Work in the UK and you will be required to provide evidence of such upon request. Also required are up-to-date contact details for at least 2 references. Stafffinders are operating as an Employment Agency for permanent positions and as an Employment Business for temporary positions.
Job Description Jackson Hogg are delighted to be working with a company based in Newcastle on their search for a Service Desk Team Leader. This is a permanent role operating on a hybrid basis. The Team The Service Desk operates within the EMEA Service Delivery Team, serving as the primary contact point for both our London and International Offices. Our team's core objective is to provide top-tier IT support to the business. The Role Under the supervision of the Service Desk Manager, this position demands a proactive, well-organised, and self-motivated individual. Strong written and verbal communication skills are essential as the role involves interacting with business personnel and internal IT stakeholders across all levels. Technical proficiency is also required, as the role involves actively contributing to issue resolution while fulfilling leadership responsibilities. Key Responsibilities: The role encompasses, but is not limited to, the following: Team Management: Managing team schedules to ensure adequate coverage during prescribed times. Sharing responsibilities with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager. Contributing to the implementation and adherence to ITIL processes and best practices within the Service Desk. Assisting in monitoring and reporting on KPIs and SLAs for the team. Leading the First Line Team: Ensuring accurate identification and reporting of trend analysis and potential problem areas by the team. Conducting regular one-to-one sessions with team members to discuss performance, training needs, and review yearly objectives. Ensuring sufficient coverage on the first line desk daily. Monitoring ServiceNow call queues to ensure timely ticket resolution within SLA and to the required standards. Escalation Point: Serving as the initial escalation point for customer escalations. Participating in the internal Service Desk escalation team as a technical point of contact for analysts and apprentices. Process Management: Identifying service improvement initiatives and ensuring documentation, reporting, and adherence within the Service Desk. Assisting the Service Desk Manager in creating, maintaining, and distributing all Service Desk Processes. Quality Management: Identifying ticket quality issues through monthly reviews, generating reports on team members' performance, and ensuring prompt resolution of any issues. Ensuring monthly reporting on Quality Management is available to relevant managers. Major Incident Management: Collaborating with the Service Desk Manager to oversee the Major Incident process during office hours, ensuring compliance with all aspects of the process. Keeping the Service Desk informed about ongoing Major Incidents and potential workarounds. Key Skills and Experience Demonstrated experience in team supervision, workload prioritization, and resource management. Measurable experience in ITIL service management disciplines such as Incident, Major Incident, and Request Fulfilment, with some exposure to Problem and Change disciplines. Ability to manage personal and team workloads effectively, including roster management. Proven ability to measure and monitor team operational performance through agreed KPIs and provide management reports. Significant experience in customer service management, particularly with high-profile and VIP customers in demanding environments. Ability to prioritize personal and team workloads to meet changing business requirements. Proficiency in supporting various technologies including Microsoft Windows 10 and Windows 11, Microsoft Office 365 or above, iPhone devices, printing solutions, Active Directory, email management systems, document management systems, encryption software, and related tools. Experience with NexThink is preferred. For more information, please appy! Our client is unable to offer sponsorship at this time.
Apr 16, 2024
Full time
Job Description Jackson Hogg are delighted to be working with a company based in Newcastle on their search for a Service Desk Team Leader. This is a permanent role operating on a hybrid basis. The Team The Service Desk operates within the EMEA Service Delivery Team, serving as the primary contact point for both our London and International Offices. Our team's core objective is to provide top-tier IT support to the business. The Role Under the supervision of the Service Desk Manager, this position demands a proactive, well-organised, and self-motivated individual. Strong written and verbal communication skills are essential as the role involves interacting with business personnel and internal IT stakeholders across all levels. Technical proficiency is also required, as the role involves actively contributing to issue resolution while fulfilling leadership responsibilities. Key Responsibilities: The role encompasses, but is not limited to, the following: Team Management: Managing team schedules to ensure adequate coverage during prescribed times. Sharing responsibilities with the Service Desk Team Leader (Desktop Support and User Admin) in the absence of the Service Desk Manager. Contributing to the implementation and adherence to ITIL processes and best practices within the Service Desk. Assisting in monitoring and reporting on KPIs and SLAs for the team. Leading the First Line Team: Ensuring accurate identification and reporting of trend analysis and potential problem areas by the team. Conducting regular one-to-one sessions with team members to discuss performance, training needs, and review yearly objectives. Ensuring sufficient coverage on the first line desk daily. Monitoring ServiceNow call queues to ensure timely ticket resolution within SLA and to the required standards. Escalation Point: Serving as the initial escalation point for customer escalations. Participating in the internal Service Desk escalation team as a technical point of contact for analysts and apprentices. Process Management: Identifying service improvement initiatives and ensuring documentation, reporting, and adherence within the Service Desk. Assisting the Service Desk Manager in creating, maintaining, and distributing all Service Desk Processes. Quality Management: Identifying ticket quality issues through monthly reviews, generating reports on team members' performance, and ensuring prompt resolution of any issues. Ensuring monthly reporting on Quality Management is available to relevant managers. Major Incident Management: Collaborating with the Service Desk Manager to oversee the Major Incident process during office hours, ensuring compliance with all aspects of the process. Keeping the Service Desk informed about ongoing Major Incidents and potential workarounds. Key Skills and Experience Demonstrated experience in team supervision, workload prioritization, and resource management. Measurable experience in ITIL service management disciplines such as Incident, Major Incident, and Request Fulfilment, with some exposure to Problem and Change disciplines. Ability to manage personal and team workloads effectively, including roster management. Proven ability to measure and monitor team operational performance through agreed KPIs and provide management reports. Significant experience in customer service management, particularly with high-profile and VIP customers in demanding environments. Ability to prioritize personal and team workloads to meet changing business requirements. Proficiency in supporting various technologies including Microsoft Windows 10 and Windows 11, Microsoft Office 365 or above, iPhone devices, printing solutions, Active Directory, email management systems, document management systems, encryption software, and related tools. Experience with NexThink is preferred. For more information, please appy! Our client is unable to offer sponsorship at this time.