Role: ICT Technician Salary: 28k ( Pro-Rata ) - 26K Location: Ascot Location: On site Hours of Work: 08:30 - 16:30 Monday to Friday Term Time Only + 4 Weeks (39+4 = 43 weeks). Salary: 26K ( 28k pro rata Term-Time Plus Four Weeks (39+4 weeks) Holiday: Pro-rata of 33 days per annum (27.28 days at pro-rata) Holidays to be taken within school break Summary: This is an exciting opportunity to join our national ICT Managed Services team. The job is to provide first and second-line hardware and software support, asset management, general ICT administration and other ICT facility services as a member of a customer-site-based team. The team's function will be to provide staff and pupil support for all aspects of the ICT infrastructure, including Servers, Storage, Networking, Wireless, Telephony, Client Devices and Software. Key Responsibilities: Provide professional first and second-line technical advisory, diagnostic and repair support services to academy users within a Service Desk environment, via telephone, web, email and face-to-face during the service window. Provide a professional and effective second-line remote network monitoring and management service within an academy environment. Where necessary and directed to do so, attend desk-side to resolve support issues and assist with the technical development of the academy's ICT environment. Report and manage any incident that requires the services of a third-party organisation or our third-line support team. Ensure all problems identified whilst performing Service Desk duties are recorded and updated on the helpdesk system so the user is kept fully up to date with the status of each ongoing incident and problem. Ensure that the escalation process is adhered to in all appropriate cases and that the Systems Administrator and where required, the school, are fully updated on the status of all ongoing problems and escalations. Action any asset changes in compliance with the Change Management Procedure. Provide an effective communications interface between the academy and the various groups within the company. Monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed service levels. Assist the Network Manager by carrying out reasonable requests for additional duties, as and when required. Make recommendations on potential improvements to working practices and performance to improve service levels and overall customer satisfaction. Keep the working area clean and tidy at all times. Be prepared to work outside of normal working hours at short notice to resolve issues affecting systems availability or to complete project work. To complete ad-hoc duties and tasks allocated by line management from time to time. To complete additional ad-hoc and scheduled project work, as required. Applicants will need to pass an enhanced DBS check. Key Skills/Experience: Good working knowledge of Microsoft Desktop Operating Systems and applications is essential. Good working knowledge of Active Directory. Good understanding of TCP/IP, DNS, DHCP and VPN's. CompTia A+ Certified. Desirable Criteria: CompTia N+ or S+. ITIL V4 foundation Knowledge of Apple Mac IOS and managing an Apple Mac network environment. INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
Apr 17, 2024
Full time
Role: ICT Technician Salary: 28k ( Pro-Rata ) - 26K Location: Ascot Location: On site Hours of Work: 08:30 - 16:30 Monday to Friday Term Time Only + 4 Weeks (39+4 = 43 weeks). Salary: 26K ( 28k pro rata Term-Time Plus Four Weeks (39+4 weeks) Holiday: Pro-rata of 33 days per annum (27.28 days at pro-rata) Holidays to be taken within school break Summary: This is an exciting opportunity to join our national ICT Managed Services team. The job is to provide first and second-line hardware and software support, asset management, general ICT administration and other ICT facility services as a member of a customer-site-based team. The team's function will be to provide staff and pupil support for all aspects of the ICT infrastructure, including Servers, Storage, Networking, Wireless, Telephony, Client Devices and Software. Key Responsibilities: Provide professional first and second-line technical advisory, diagnostic and repair support services to academy users within a Service Desk environment, via telephone, web, email and face-to-face during the service window. Provide a professional and effective second-line remote network monitoring and management service within an academy environment. Where necessary and directed to do so, attend desk-side to resolve support issues and assist with the technical development of the academy's ICT environment. Report and manage any incident that requires the services of a third-party organisation or our third-line support team. Ensure all problems identified whilst performing Service Desk duties are recorded and updated on the helpdesk system so the user is kept fully up to date with the status of each ongoing incident and problem. Ensure that the escalation process is adhered to in all appropriate cases and that the Systems Administrator and where required, the school, are fully updated on the status of all ongoing problems and escalations. Action any asset changes in compliance with the Change Management Procedure. Provide an effective communications interface between the academy and the various groups within the company. Monitor/manage call queues to ensure that support calls are being escalated and resolved within agreed service levels. Assist the Network Manager by carrying out reasonable requests for additional duties, as and when required. Make recommendations on potential improvements to working practices and performance to improve service levels and overall customer satisfaction. Keep the working area clean and tidy at all times. Be prepared to work outside of normal working hours at short notice to resolve issues affecting systems availability or to complete project work. To complete ad-hoc duties and tasks allocated by line management from time to time. To complete additional ad-hoc and scheduled project work, as required. Applicants will need to pass an enhanced DBS check. Key Skills/Experience: Good working knowledge of Microsoft Desktop Operating Systems and applications is essential. Good working knowledge of Active Directory. Good understanding of TCP/IP, DNS, DHCP and VPN's. CompTia A+ Certified. Desirable Criteria: CompTia N+ or S+. ITIL V4 foundation Knowledge of Apple Mac IOS and managing an Apple Mac network environment. INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
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.
Service Desk Analyst Milton Keynes - x5 days onsite 8 months 190 per day inside IR35 Primary Purpose of the Job The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients IT Services Strategy to all in the UK, with associated high levels of service and satisfaction. The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary. Main Responsibilities Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs. Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA. Responsible for assigning the correct impact and urgency of incidents and requests. Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction. Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers. Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager. Responsible for organising own daily work tasks using the incident management system. Communicating written and verbal updates with stakeholders from all levels within the business. Administration and resolution of complaints, escalating where required. Create and maintain knowledge base and local working instructions. Manage escalations for all service users, providing full business impact analysis. Manage out of hours escalations with AMS, Managerial and HQ support teams. Responsible for activities that require Service Desk approval for Service transition for new products and services accepted in to service. Skills & personal Characteristics required: Time and priority management skills to enable efficient customer service delivery. Self-motivated and a strong team player. Ability to competently support incident resolution both independently and as part of a team. Ability to learn and support new applications and systems. The ability to influence others (both internally and externally) is essential in order to support users in completing actions. Proven verbal and written customer handling skills to enable customer satisfaction. Ability to cope within a pressurised environment whilst meeting deadlines. Proven analytical skills. Education, training and experience: Mandatory Experience in an IT Service Desk role, with Personal Computer and technical support skills. Proven experience of Microsoft Office. Desirable ITIL foundation qualified. Service Desk / Customer Care certification. Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C). If you meet the above requirements, please apply for the vacancy to be contacted by an Experis Consultant. If you haven't been contacted within 2 weeks of application, please consider the vacancy closed.
Apr 15, 2024
Contractor
Service Desk Analyst Milton Keynes - x5 days onsite 8 months 190 per day inside IR35 Primary Purpose of the Job The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by our clients IT Services Strategy to all in the UK, with associated high levels of service and satisfaction. The Service Desk Analyst's responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary. Main Responsibilities Responsible for a technical 'first time fix' where possible, working towards defined targets and KPIs. Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA. Responsible for assigning the correct impact and urgency of incidents and requests. Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction. Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers. Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the Service Operations Manager. Responsible for organising own daily work tasks using the incident management system. Communicating written and verbal updates with stakeholders from all levels within the business. Administration and resolution of complaints, escalating where required. Create and maintain knowledge base and local working instructions. Manage escalations for all service users, providing full business impact analysis. Manage out of hours escalations with AMS, Managerial and HQ support teams. Responsible for activities that require Service Desk approval for Service transition for new products and services accepted in to service. Skills & personal Characteristics required: Time and priority management skills to enable efficient customer service delivery. Self-motivated and a strong team player. Ability to competently support incident resolution both independently and as part of a team. Ability to learn and support new applications and systems. The ability to influence others (both internally and externally) is essential in order to support users in completing actions. Proven verbal and written customer handling skills to enable customer satisfaction. Ability to cope within a pressurised environment whilst meeting deadlines. Proven analytical skills. Education, training and experience: Mandatory Experience in an IT Service Desk role, with Personal Computer and technical support skills. Proven experience of Microsoft Office. Desirable ITIL foundation qualified. Service Desk / Customer Care certification. Previous experience in Financial Services, Automotive Finance or retail consumer finance (B2C). If you meet the above requirements, please apply for the vacancy to be contacted by an Experis Consultant. If you haven't been contacted within 2 weeks of application, please consider the vacancy closed.
Service Desk Team Leader Role: To lead the day to day operations of the Service Desk ensuring that Service performance always meets targets. You will manage, develop, inspire and motivate the Service Desk Team to provide premium customer service and high-quality support services. You will work alongside the End User Computing Manager, interfacing over analyst training and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services. Key Responsibilities: Line Management: - Perform monthly 121s with each team member and manage day to day staff issues - Complete quality assessments of the Service Desk Analysts with both ticket quality and phone quality - Initiate and implement service improvements - Provide monitoring/coaching to enable the personal development of the Service desk analysts - Ensuring the rota for the team is kept up to date and appropriate for the demands of the Service. Reporting: - You will ensure the creation and delivery of daily/weekly/monthly reports for the service. Service Management: - Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst capacity is maintained at all times. Complaints Management: - Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process. Escalation Management: - You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented Training: - Ensuring completion of Service Desk analyst training across all services, in order to: - Meet BAU targets - Meet future needs of the business - Ensure resolution and Quality rates are in line with client/business demands. Key Skills: The successful candidate will need to have: - At least 1 years experience in a Service Desk leadership role - Technical knowledge of and previous experience of supporting technologies including: - Windows 10 - Mobile Devices - Office 2016 / 365 - Citrix - 2+ years experience in Service Desk remote support of corporate clients - Good understanding of Incident/Request management and ticket handling - Experience of working to SLA s and KPI measures - Experience of using/contributing to a Knowledge base - ITIL Foundation Certificate Accreditation - Knowledge of Legal Applications Document Management, Digital Dictation would be an advantage About Us: We are a UK based, award winning, IT services and technology company with over 25 years experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision: To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Our Values: At Acora, we re proud to share the values we live by. They re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. - Be the best you can be - We do what we say - Together we win
Apr 10, 2024
Full time
Service Desk Team Leader Role: To lead the day to day operations of the Service Desk ensuring that Service performance always meets targets. You will manage, develop, inspire and motivate the Service Desk Team to provide premium customer service and high-quality support services. You will work alongside the End User Computing Manager, interfacing over analyst training and development, holiday cover planning for analysts and onsite teams and resolving/escalating resource issues impacting delivery of BAU services. Key Responsibilities: Line Management: - Perform monthly 121s with each team member and manage day to day staff issues - Complete quality assessments of the Service Desk Analysts with both ticket quality and phone quality - Initiate and implement service improvements - Provide monitoring/coaching to enable the personal development of the Service desk analysts - Ensuring the rota for the team is kept up to date and appropriate for the demands of the Service. Reporting: - You will ensure the creation and delivery of daily/weekly/monthly reports for the service. Service Management: - Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst capacity is maintained at all times. Complaints Management: - Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process. Escalation Management: - You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented Training: - Ensuring completion of Service Desk analyst training across all services, in order to: - Meet BAU targets - Meet future needs of the business - Ensure resolution and Quality rates are in line with client/business demands. Key Skills: The successful candidate will need to have: - At least 1 years experience in a Service Desk leadership role - Technical knowledge of and previous experience of supporting technologies including: - Windows 10 - Mobile Devices - Office 2016 / 365 - Citrix - 2+ years experience in Service Desk remote support of corporate clients - Good understanding of Incident/Request management and ticket handling - Experience of working to SLA s and KPI measures - Experience of using/contributing to a Knowledge base - ITIL Foundation Certificate Accreditation - Knowledge of Legal Applications Document Management, Digital Dictation would be an advantage About Us: We are a UK based, award winning, IT services and technology company with over 25 years experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision: To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Our Values: At Acora, we re proud to share the values we live by. They re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. - Be the best you can be - We do what we say - Together we win
Job- SAP Senior Service Delivery Manager Location- Remote Lemongrass Consulting is the leading professional and managed service provider of SAP enterprise applications running on hyperscale cloud infrastructure. Our objective is to delight our customers every day by reducing the cost and increasing the agility of their SAP systems. We do this with our continuous innovation, automation, migration and operation, delivered on the world's most comprehensive cloud platforms - AWS, Azure and GCP. We have been working with AWS since 2010 and we are a Premier Amazon Partner Network (APN) Consulting Partner. We are also a Microsoft Gold Partner, a Google Cloud Partner and an SAP Certified Silver Partner. Our team is what makes Lemongrass exceptional and why we have the excellent reputation in the market that we enjoy today. At Lemongrass, you will work with the smartest and most motivated people in the business. We take pride in our culture of innovation and collaboration that drives us to deliver exceptional benefits to our clients every day. Job Details and Responsibilities As a Sr. Service Delivery Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers. You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers' advocate helping prioritize and gain momentum in solving complex challenges. You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented. As a Sr. Service Delivery Manager, you will contribute to the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream. As a thought leader you will be engaged to lead global initiatives. Responsibilities Excellent in working with remote teams 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required Flawless handover of Major Incidents 24/7 Lead customer calls and communication as well as internal communication/escalations Lead escalation to Lemongrass Partner Managers or customer-specific Partner Managers, ie, AWS, Azure, Google or SAP Ensure Global Process adherence from Detecting a Major Incident over Customer-handling/communication to Root Cause Analysis is delivered, and action items being implemented Keep track and periodically report of all Major Incidents across Lemongrass to ensure Postmortems are conduced and actions are closed Scope includes current Customer Escalation Management, Internal Escalation Management (ie, internal support tooling), Customer-specific Escalation Management and Partner escalation management Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream You may act as Team Lead for the Critical Incident Management Function being responsible for the overall team's success Other duties may be assigned by the Department Head and/or its representatives Qualifications Excellent in working in remote teams Excellent in managing senior level stakeholder Minimum of 5 years of Process Management experience (ie Incident Management) Proficient in ITIL processes especially Incident, Problem Management and Change Management Basic hands-on Project Management experience Proven experience in contributing to process improvements Excellent English language written and oral communication skills Ability to work collaboratively as part of a global team SAP Basis background is preferred but not required Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law. Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Sep 24, 2022
Contractor
Job- SAP Senior Service Delivery Manager Location- Remote Lemongrass Consulting is the leading professional and managed service provider of SAP enterprise applications running on hyperscale cloud infrastructure. Our objective is to delight our customers every day by reducing the cost and increasing the agility of their SAP systems. We do this with our continuous innovation, automation, migration and operation, delivered on the world's most comprehensive cloud platforms - AWS, Azure and GCP. We have been working with AWS since 2010 and we are a Premier Amazon Partner Network (APN) Consulting Partner. We are also a Microsoft Gold Partner, a Google Cloud Partner and an SAP Certified Silver Partner. Our team is what makes Lemongrass exceptional and why we have the excellent reputation in the market that we enjoy today. At Lemongrass, you will work with the smartest and most motivated people in the business. We take pride in our culture of innovation and collaboration that drives us to deliver exceptional benefits to our clients every day. Job Details and Responsibilities As a Sr. Service Delivery Manager, you will closely collaborate with Cloud Infrastructure, SAP Technical Support, Service Delivery Management and Senior Management to ensure delivery of a unified support experience for customers. You ensure the implementation of the incident resolution process, with transparent communication driving high levels of internal/external customer satisfaction. You'll work with customers as a management and escalation point of contact to provide assurance and resources as needed, regularly acting as the customers' advocate helping prioritize and gain momentum in solving complex challenges. You will ensure that thorough root cause analysis is conducted and clearly documented as well as ensure action items resulting from the root cause analysis are implemented. As a Sr. Service Delivery Manager, you will contribute to the continuous update of Critical Incident Management Standard Operating Procedures and related process areas in the Detect to Correct value stream. As a thought leader you will be engaged to lead global initiatives. Responsibilities Excellent in working with remote teams 24/7 Escalation Management Service for Major/Critical Incidents. Shift rotation will be required Flawless handover of Major Incidents 24/7 Lead customer calls and communication as well as internal communication/escalations Lead escalation to Lemongrass Partner Managers or customer-specific Partner Managers, ie, AWS, Azure, Google or SAP Ensure Global Process adherence from Detecting a Major Incident over Customer-handling/communication to Root Cause Analysis is delivered, and action items being implemented Keep track and periodically report of all Major Incidents across Lemongrass to ensure Postmortems are conduced and actions are closed Scope includes current Customer Escalation Management, Internal Escalation Management (ie, internal support tooling), Customer-specific Escalation Management and Partner escalation management Contribute to Critical Incident Process and related processes within the Detect to Correct Value Stream You may act as Team Lead for the Critical Incident Management Function being responsible for the overall team's success Other duties may be assigned by the Department Head and/or its representatives Qualifications Excellent in working in remote teams Excellent in managing senior level stakeholder Minimum of 5 years of Process Management experience (ie Incident Management) Proficient in ITIL processes especially Incident, Problem Management and Change Management Basic hands-on Project Management experience Proven experience in contributing to process improvements Excellent English language written and oral communication skills Ability to work collaboratively as part of a global team SAP Basis background is preferred but not required Exposure to modern concepts such as DevOps, IT4IT and High Velocity IT preferred Selected applicant will be subject to a background investigation, which will be conducted and the results of which will be used in compliance with applicable law. Lemongrass Consulting is proud to be an Equal Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, religion, color, national origin, religious creed, gender, sexual orientation, gender identity, gender expression, age, genetic information, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Senior Technology Communication Specialist Our client, a global supplier for IT services, requires an experienced Senior Technology Communication Specialist to join their team in their clients' office in Crawley. You can work remotely until Covid abates. This is a 12 month temporary contract (with possibility to extend), to start on 15th November. The right candidate should have good knowledge in Active Directory, Office 365 & Exchange administration and EUC security (Proxy, Anti-Virus, DLP, Authentication and Firewalls). Role Purpose: To support and maintain the clients' Global Voice Network & Associated Infrastructure, within agreed SLA's To manage the delivery of timely, cost effective Unified Communication services for a portfolio of UK business areas and overseas offices through collaboration with Technical Architects in conjunction with 3rd party vendors in the initial design, set-up and Service Delivery Managers in the maintenance and development of voice solutions To understand the technicalities, technical skills and terminologies of the Telecommunications and Unified Communications infrastructure on a global basis Key Responsibilities: Be the focal point for local users and team to ensure service is as expected and handle any escalations through to resolution Co-ordinate and line-manage local support ensuring appropriate support coverage for other remote sites Organise regular site visits to other remote locations as appropriate Ensure that incidents and service requests are being correctly prioritised and resolved within SLA's Participate in 1-2-1 and personal development reviews with members of the team Provide second line support in relation to incidents and service requests, adhering to ITIL process Ownership to resolution of any incidents, service requests or problems associated with the systems supported Deployment of Hardware & Software to the technical, customer focused, security procedures and standards Execution of scheduled monitoring checks Provide advice & resolution on the correct use of supported systems (either desk side or remotely) Provide Active Directory and exchange administration Mobile device administration Prioritise work based on business need, impact and timescales Develop a good understanding of how the clients' business works in order to respond appropriately to incidents and requests Supporting Microsoft Office, Office 365 Working with Commercial Off The Shelf (COTS), bespoke developed systems and Software as a Service (SaaS) Production and maintenance of technical and procedural documentation Provide creative solutions to complex technical challenges Provide support for desktop image in relation to DR & BCP capabilities Participate in an on-call rota service to provide out of hours support where necessary Working within the shift pattern required to provide support during core hours Working proactively and taking ownership of issues Travel to clients' UK locations to support projects/deployments as required Coach and develop EUC Support Specialists providing opportunities for career progression and personal growth Technology enhancements/new deployments Participate in training and development activities intended to build skills needed to improve service delivery and take on support of new systems and associated procedures Maintain a good knowledge level of current industry trends and developments Key Requirements: Minimum 5 year relevant experience Leadership of Technical teams Active Directory, Office 365 & Exchange administration Mobile Device Management tools Excellent knowledge of EUC security (Proxy, Anti-Virus, DLP, Authentication and Firewalls) OS and application patch management, security and stability Software packaging for new applications Experience of PC Networking & Patching Solid MS Windows 10 knowledge Good knowledge of Thin Client computing MS Office suite (Inc. Office 365) Apple Mac/Air watch/Casper experience beneficial Remote Assistance techniques Remote Access Client knowledge, eg Pulse Secure Citrix desktop & application delivery Expert knowledge of EUC hardware/software installation & diagnostics Good troubleshooting skills in relation to networking protocols DHCP/TCPIP/Wi-Fi protocols Experience of working with Service Management platforms, ideally Service Now Excellent verbal and written communication skills at both technical and non-technical levels 24X7 On call support Client facing role
Nov 05, 2021
Contractor
Senior Technology Communication Specialist Our client, a global supplier for IT services, requires an experienced Senior Technology Communication Specialist to join their team in their clients' office in Crawley. You can work remotely until Covid abates. This is a 12 month temporary contract (with possibility to extend), to start on 15th November. The right candidate should have good knowledge in Active Directory, Office 365 & Exchange administration and EUC security (Proxy, Anti-Virus, DLP, Authentication and Firewalls). Role Purpose: To support and maintain the clients' Global Voice Network & Associated Infrastructure, within agreed SLA's To manage the delivery of timely, cost effective Unified Communication services for a portfolio of UK business areas and overseas offices through collaboration with Technical Architects in conjunction with 3rd party vendors in the initial design, set-up and Service Delivery Managers in the maintenance and development of voice solutions To understand the technicalities, technical skills and terminologies of the Telecommunications and Unified Communications infrastructure on a global basis Key Responsibilities: Be the focal point for local users and team to ensure service is as expected and handle any escalations through to resolution Co-ordinate and line-manage local support ensuring appropriate support coverage for other remote sites Organise regular site visits to other remote locations as appropriate Ensure that incidents and service requests are being correctly prioritised and resolved within SLA's Participate in 1-2-1 and personal development reviews with members of the team Provide second line support in relation to incidents and service requests, adhering to ITIL process Ownership to resolution of any incidents, service requests or problems associated with the systems supported Deployment of Hardware & Software to the technical, customer focused, security procedures and standards Execution of scheduled monitoring checks Provide advice & resolution on the correct use of supported systems (either desk side or remotely) Provide Active Directory and exchange administration Mobile device administration Prioritise work based on business need, impact and timescales Develop a good understanding of how the clients' business works in order to respond appropriately to incidents and requests Supporting Microsoft Office, Office 365 Working with Commercial Off The Shelf (COTS), bespoke developed systems and Software as a Service (SaaS) Production and maintenance of technical and procedural documentation Provide creative solutions to complex technical challenges Provide support for desktop image in relation to DR & BCP capabilities Participate in an on-call rota service to provide out of hours support where necessary Working within the shift pattern required to provide support during core hours Working proactively and taking ownership of issues Travel to clients' UK locations to support projects/deployments as required Coach and develop EUC Support Specialists providing opportunities for career progression and personal growth Technology enhancements/new deployments Participate in training and development activities intended to build skills needed to improve service delivery and take on support of new systems and associated procedures Maintain a good knowledge level of current industry trends and developments Key Requirements: Minimum 5 year relevant experience Leadership of Technical teams Active Directory, Office 365 & Exchange administration Mobile Device Management tools Excellent knowledge of EUC security (Proxy, Anti-Virus, DLP, Authentication and Firewalls) OS and application patch management, security and stability Software packaging for new applications Experience of PC Networking & Patching Solid MS Windows 10 knowledge Good knowledge of Thin Client computing MS Office suite (Inc. Office 365) Apple Mac/Air watch/Casper experience beneficial Remote Assistance techniques Remote Access Client knowledge, eg Pulse Secure Citrix desktop & application delivery Expert knowledge of EUC hardware/software installation & diagnostics Good troubleshooting skills in relation to networking protocols DHCP/TCPIP/Wi-Fi protocols Experience of working with Service Management platforms, ideally Service Now Excellent verbal and written communication skills at both technical and non-technical levels 24X7 On call support Client facing role
Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Our Values At Acora, we're proud to share the values we live by. They're not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. - Be the best you can be - We do what we say - Together we win Role Details As a member of Service Operations, you will play a key role in the delivery of Incident and Service Request support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position will take full ownership for the Incident and Request fulfilment processes ensuring all tickets are managed correctly according to the processes and tooling in-place and delivery a high-quality outcome on all tickets. Key Responsibilities Ticket Management - To work within the EUC team for the following; - Ensure all tickets are logged and categorized correctly and routed to the appropriate member of the team. Monitor the tickets throughout the lifecycle of the ticket ensuring accurate ticket notes and regular communication is completed. - Own the Incident and Service Request processes ensuring the tools, processes are reviewed, updated and trained out within the team. - Ensure on-going reviews of all tickets on a daily basis ensuring they are progressed, and any urgent actions are highlighted to the individuals and team. - Ensure that resolved incidents are reviewed for Quality alongside the EUC Manager according to the Ticket Quality checks. - Communicate fully and effectively with customers throughout the case lifecycle, ensuring that, at all times the customer is fully aware of the status of their case. - Maintain a level of competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate. Escalation Management - Receive escalations from the wider team where an incident or request is unable to be completed, working with team members from both EUC and Infrastructure teams ensuring the ticket is updated, escalated. managed and updated correctly from both teams. Service Management - Work closely with the Problem Manager ensuring Problems are progressed and all necessary steps are taken in identifying a workaround and permanent resolution, ensuring team members are up to date on information as required. Interface with the EUC Manager and Service Delivery Manager to identify AIS Requirements from any project activity that would change systems or processes on EUC activities or where they would adjust / impact any known troubleshooting guides or changes to the Incident and Requests processes. Key Skills At least 3 years' experience in a Service Desk environment preferably on-site in environments containing fee-earning employees such as Financial or Legal Sectors. Technical knowledge of and previous experience of supporting technologies including: * Windows 10 * Mobile Devices - iOS * Office 365 * Email & Web filtering technologies * Meraki Previous use of a Ticket Management system e.g. ServiceDesk Plus / ServiceNow Strong understanding of Incident/Request management and ticket handling utilising ITIL processes Experience of working to SLA's and KPI measures Experience of using/contributing to a Knowledge base ITIL Foundation Certificate Accreditation
Nov 04, 2021
Full time
Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Our Values At Acora, we're proud to share the values we live by. They're not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers. - Be the best you can be - We do what we say - Together we win Role Details As a member of Service Operations, you will play a key role in the delivery of Incident and Service Request support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service. This position will take full ownership for the Incident and Request fulfilment processes ensuring all tickets are managed correctly according to the processes and tooling in-place and delivery a high-quality outcome on all tickets. Key Responsibilities Ticket Management - To work within the EUC team for the following; - Ensure all tickets are logged and categorized correctly and routed to the appropriate member of the team. Monitor the tickets throughout the lifecycle of the ticket ensuring accurate ticket notes and regular communication is completed. - Own the Incident and Service Request processes ensuring the tools, processes are reviewed, updated and trained out within the team. - Ensure on-going reviews of all tickets on a daily basis ensuring they are progressed, and any urgent actions are highlighted to the individuals and team. - Ensure that resolved incidents are reviewed for Quality alongside the EUC Manager according to the Ticket Quality checks. - Communicate fully and effectively with customers throughout the case lifecycle, ensuring that, at all times the customer is fully aware of the status of their case. - Maintain a level of competence that remains current and fit-for-purpose in your role, highlighting any training needs to your line manager where appropriate. Escalation Management - Receive escalations from the wider team where an incident or request is unable to be completed, working with team members from both EUC and Infrastructure teams ensuring the ticket is updated, escalated. managed and updated correctly from both teams. Service Management - Work closely with the Problem Manager ensuring Problems are progressed and all necessary steps are taken in identifying a workaround and permanent resolution, ensuring team members are up to date on information as required. Interface with the EUC Manager and Service Delivery Manager to identify AIS Requirements from any project activity that would change systems or processes on EUC activities or where they would adjust / impact any known troubleshooting guides or changes to the Incident and Requests processes. Key Skills At least 3 years' experience in a Service Desk environment preferably on-site in environments containing fee-earning employees such as Financial or Legal Sectors. Technical knowledge of and previous experience of supporting technologies including: * Windows 10 * Mobile Devices - iOS * Office 365 * Email & Web filtering technologies * Meraki Previous use of a Ticket Management system e.g. ServiceDesk Plus / ServiceNow Strong understanding of Incident/Request management and ticket handling utilising ITIL processes Experience of working to SLA's and KPI measures Experience of using/contributing to a Knowledge base ITIL Foundation Certificate Accreditation
A leading Independent IT Infrastructure and Services Consultancy are looking for an Exception/Incident Manager for a 6 month contract initially, Outside IR35, based in Hatfield/remote. Due to continued expansion of Evergreen services (Windows 10 update service), a new opportunity has arisen for an Exception Manager to join our thriving business. The successful candidate will be the first point of contact for managing Reactive and Proactive Windows 10 and Office Pro Plus deployment and installation exceptions. Working closely with the central team's Delivery Managers and Evergreen SME's, the Exception Manager will be expected to drive user logged incidents through to resolution and will investigate failed deployments reported via tooling. This will be achieved by working through a documented process of triage and investigation, liaising closely with our SME's, Delivery Managers, external teams and stakeholders. Ownership and accountability will be key when investigating root cause analysis and instigating remediation. Reporting into the Senior Operations Manager, the Exception Manager will be part of a wider team dedicated to Evergreen Services working closely with our Delivery Managers and Technical SME's. This will be a busy and exciting role for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers' expectations. Roles & Responsibilities Delivery of the Exception Management Process (90%): 1st point of contact for Reactive and Proactive Deployment Exceptions. Incidents are owned and managed through to resolution. Undertake root cause analysis with technical teams where required. Collaborate with SME's (where required) to ensure remediation and resolution. Facilitate meetings/Teams sessions, planning of action to remediate exceptions. Ensure all Operating System roll-backs are communicated, and actions approved. Manage deployment exceptions and ensure non-conforming devices are reported accordingly. Ensure all communications with Delivery Managers are proactive and informative. Understand the technical exceptions lifecycle to manage issues and problems through to resolution. Production of Management Information where required (KPI's / SLA's). Customer facing activities - (10%) Internal and external stakeholder management. Customer facing presentations and reporting. Key Requirements 3+ years of Incident Management exposure (mandatory), Exposure of working on End User incidents and problems. (Senior Service Desk or 1st line technical support). ITSM\Service Now exposure (mandatory) Windows 10 operating system awareness beneficial Office Pro Plus awareness. Incident\Problem\Change experience. Ability to work under pressure and adapt quickly. Self-motivated, able to work off own initiative or as part of a team when required. Excellent interpersonal skills and the ability to communicate at all levels. Demonstrated ability to coordinate cross-functional work teams toward task completion. Ability to take ownership of, and progress escalations to resolution. Committed to client satisfaction and ownership of issues. Advanced Excel and Reporting capabilities. Experience of presenting to groups. Skills\Certification Desired: ITIL Foundation. Prince2 Foundation. SC Clearance Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Oct 07, 2021
Contractor
A leading Independent IT Infrastructure and Services Consultancy are looking for an Exception/Incident Manager for a 6 month contract initially, Outside IR35, based in Hatfield/remote. Due to continued expansion of Evergreen services (Windows 10 update service), a new opportunity has arisen for an Exception Manager to join our thriving business. The successful candidate will be the first point of contact for managing Reactive and Proactive Windows 10 and Office Pro Plus deployment and installation exceptions. Working closely with the central team's Delivery Managers and Evergreen SME's, the Exception Manager will be expected to drive user logged incidents through to resolution and will investigate failed deployments reported via tooling. This will be achieved by working through a documented process of triage and investigation, liaising closely with our SME's, Delivery Managers, external teams and stakeholders. Ownership and accountability will be key when investigating root cause analysis and instigating remediation. Reporting into the Senior Operations Manager, the Exception Manager will be part of a wider team dedicated to Evergreen Services working closely with our Delivery Managers and Technical SME's. This will be a busy and exciting role for the right candidate, and an opportunity to help strengthen the team structure to ensure that our contracted services are delivered on time and in line with our customers' expectations. Roles & Responsibilities Delivery of the Exception Management Process (90%): 1st point of contact for Reactive and Proactive Deployment Exceptions. Incidents are owned and managed through to resolution. Undertake root cause analysis with technical teams where required. Collaborate with SME's (where required) to ensure remediation and resolution. Facilitate meetings/Teams sessions, planning of action to remediate exceptions. Ensure all Operating System roll-backs are communicated, and actions approved. Manage deployment exceptions and ensure non-conforming devices are reported accordingly. Ensure all communications with Delivery Managers are proactive and informative. Understand the technical exceptions lifecycle to manage issues and problems through to resolution. Production of Management Information where required (KPI's / SLA's). Customer facing activities - (10%) Internal and external stakeholder management. Customer facing presentations and reporting. Key Requirements 3+ years of Incident Management exposure (mandatory), Exposure of working on End User incidents and problems. (Senior Service Desk or 1st line technical support). ITSM\Service Now exposure (mandatory) Windows 10 operating system awareness beneficial Office Pro Plus awareness. Incident\Problem\Change experience. Ability to work under pressure and adapt quickly. Self-motivated, able to work off own initiative or as part of a team when required. Excellent interpersonal skills and the ability to communicate at all levels. Demonstrated ability to coordinate cross-functional work teams toward task completion. Ability to take ownership of, and progress escalations to resolution. Committed to client satisfaction and ownership of issues. Advanced Excel and Reporting capabilities. Experience of presenting to groups. Skills\Certification Desired: ITIL Foundation. Prince2 Foundation. SC Clearance Hays Talent Solutions is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
IT Service Desk Manager - ITIL - Manchester. Are you a Service Desk Manager with a background in IT Managed Services? You will effectively manage escalations, communicate expectations and manage third party involvement for a rapidly expanding Cloud / IAAS / IT Managed Service Provider. You will also provide regular training to your team and conduct appraisals. Proven experience of improving services to customers and within a Service Desk is required. Your team will be providing 1st, 2nd and 3rd line support within technologies such as MS Server 2003, Exchange 2003/2007 and Cisco. Experience in Implementing service desk processes and procedures i.e. SLA's/KPIs etc. is very advantageous. ITIL accreditation would also be advantageous. If you have experience of performance management setting, monitoring, and reviews then apply now!
This is a new team and you will hold a pivotal position in a fast paced dynamic IT company! If you are an IT Service Desk Manager / Helpdesk Manager and interested in working for an exciting work hard, play harder market leading IT company then this could be the right opportunity for you!!
For this Manchester based Service Desk Manager / Helpdesk Manager opportunity, if you are used to working in a busy environment and able to ensure that SLA targets are met and appropriate standards achieved; against incidents, problems, change requests and internal work requests are met then apply NOW! This is a new team and an exciting greenfield opportunity. The salary for this Manchester based IT Service Desk Manager / Helpdesk Manager position is £35,000 - £40,000 + Excellent Benefits
May 03, 2017
IT Service Desk Manager - ITIL - Manchester. Are you a Service Desk Manager with a background in IT Managed Services? You will effectively manage escalations, communicate expectations and manage third party involvement for a rapidly expanding Cloud / IAAS / IT Managed Service Provider. You will also provide regular training to your team and conduct appraisals. Proven experience of improving services to customers and within a Service Desk is required. Your team will be providing 1st, 2nd and 3rd line support within technologies such as MS Server 2003, Exchange 2003/2007 and Cisco. Experience in Implementing service desk processes and procedures i.e. SLA's/KPIs etc. is very advantageous. ITIL accreditation would also be advantageous. If you have experience of performance management setting, monitoring, and reviews then apply now!
This is a new team and you will hold a pivotal position in a fast paced dynamic IT company! If you are an IT Service Desk Manager / Helpdesk Manager and interested in working for an exciting work hard, play harder market leading IT company then this could be the right opportunity for you!!
For this Manchester based Service Desk Manager / Helpdesk Manager opportunity, if you are used to working in a busy environment and able to ensure that SLA targets are met and appropriate standards achieved; against incidents, problems, change requests and internal work requests are met then apply NOW! This is a new team and an exciting greenfield opportunity. The salary for this Manchester based IT Service Desk Manager / Helpdesk Manager position is £35,000 - £40,000 + Excellent Benefits
Convergence Group has an exciting opportunity for a Incident Manager to join the team based in Solihull. You will be on a full time permanent contract, with a highly competitive salary of £25,000 - £30,000.
Job Role as our Incident Manager
Coordinate and drive resolution of Network Incidents / Requests within Convergence Group based on ITIL Incident Management framework. Focuses on restoring normal service operation as quickly as possible minimising the disruption to businesses and ensuring SLA adherence. Prepares Incident reports and drive improvement actions across the SD / NOC in order to achieve the best possible levels of service quality and availability whilst developing best practice in terms of Incident & Problem Management
Accountabilities as our Incident Manager:
- Manages the Service Desk staff and acts as deputy in the absence of the NOC Manager
- Responsible for the complete process adherence and handling of incidents according to SLAs
- Acts as an escalation point to expedite customer incident resolution
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Responsible for handling Major incidents and escalating to NOC Manager (Acting: Major Incident Manager)
- Responsible for driving the efficiency and effectiveness of the incident management process within the NOC / Service Desk
- Produces management information, including KPIs and customer Incident reports
- Monitors the effectiveness of incident management and making recommendations for improvement
- Develops and maintains the incident process and associated procedures including reviewing and auditing the process
- Ensuring that all Service Desk/ NOC staff follow the incident management process for every incident
- Ensuring that all received incidents are recorded, classified based on impact and ensure correct root cause classification is applied on service restoration
- Assign unresolved Incidents from 1st line to 2nd line teams in a timely manner to ensure SLA adherent
- Keep customers informed about their Incidents’ status at agreed intervals and act as Single Point of Contact for all customer escalations
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Escalate Incidents at risk of breaching Service Level Agreement to the NOC Manager
- Create and submit knowledge article to increase 1st time fix rates
- Escalate unresolved incidents to external support, e.g. suppliers
- Owns all Incidents and Service Requests throughout the lifecycle
- Be a subject matter expert in terms of Incident Management within the NOC / Service Desk
Our ideal Incident Manager
- Incident Management experience
- Service Desk or NOC background would be beneficial
- Technical knowledge in Networking would be advantageous
- Experience in managing staff and effective work stream management
- Working knowledge of Incident/Problem Management frameworks such as ITIL v3
- Proven communication skills with multiple levels of an organisation, including interaction with customers and suppliers
- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- Good working knowledge of ITIL Incident / Problem Management
- High level of IT literacy – MS Office (Word, Excel, PowerPoint)
- Eagerness to work within 24/7 would be a great advantage
- Previous experience in a Telecoms company would be advantageous
Qualifications:
- Telecommunication, Networking & IT Infrastructure understanding
- Good working knowledge of ITIL Incident / Problem Management
- ITIL V3 certification would be beneficial
- Any Cisco / Huawei/ HP-Aruba certifications or knowledge is desirable
If you feel you are the right candidate for the role as our Incident Manager then please click ‘apply’ now! We’d love to hear from you
Sep 09, 2016
Convergence Group has an exciting opportunity for a Incident Manager to join the team based in Solihull. You will be on a full time permanent contract, with a highly competitive salary of £25,000 - £30,000.
Job Role as our Incident Manager
Coordinate and drive resolution of Network Incidents / Requests within Convergence Group based on ITIL Incident Management framework. Focuses on restoring normal service operation as quickly as possible minimising the disruption to businesses and ensuring SLA adherence. Prepares Incident reports and drive improvement actions across the SD / NOC in order to achieve the best possible levels of service quality and availability whilst developing best practice in terms of Incident & Problem Management
Accountabilities as our Incident Manager:
- Manages the Service Desk staff and acts as deputy in the absence of the NOC Manager
- Responsible for the complete process adherence and handling of incidents according to SLAs
- Acts as an escalation point to expedite customer incident resolution
- Resolve Incidents within the specified Service Level Agreements/Operational Level Agreements
- Responsible for handling Major incidents and escalating to NOC Manager (Acting: Major Incident Manager)
- Responsible for driving the efficiency and effectiveness of the incident management process within the NOC / Service Desk
- Produces management information, including KPIs and customer Incident reports
- Monitors the effectiveness of incident management and making recommendations for improvement
- Develops and maintains the incident process and associated procedures including reviewing and auditing the process
- Ensuring that all Service Desk/ NOC staff follow the incident management process for every incident
- Ensuring that all received incidents are recorded, classified based on impact and ensure correct root cause classification is applied on service restoration
- Assign unresolved Incidents from 1st line to 2nd line teams in a timely manner to ensure SLA adherent
- Keep customers informed about their Incidents’ status at agreed intervals and act as Single Point of Contact for all customer escalations
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
- Escalate Incidents at risk of breaching Service Level Agreement to the NOC Manager
- Create and submit knowledge article to increase 1st time fix rates
- Escalate unresolved incidents to external support, e.g. suppliers
- Owns all Incidents and Service Requests throughout the lifecycle
- Be a subject matter expert in terms of Incident Management within the NOC / Service Desk
Our ideal Incident Manager
- Incident Management experience
- Service Desk or NOC background would be beneficial
- Technical knowledge in Networking would be advantageous
- Experience in managing staff and effective work stream management
- Working knowledge of Incident/Problem Management frameworks such as ITIL v3
- Proven communication skills with multiple levels of an organisation, including interaction with customers and suppliers
- Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities
- Good working knowledge of ITIL Incident / Problem Management
- High level of IT literacy – MS Office (Word, Excel, PowerPoint)
- Eagerness to work within 24/7 would be a great advantage
- Previous experience in a Telecoms company would be advantageous
Qualifications:
- Telecommunication, Networking & IT Infrastructure understanding
- Good working knowledge of ITIL Incident / Problem Management
- ITIL V3 certification would be beneficial
- Any Cisco / Huawei/ HP-Aruba certifications or knowledge is desirable
If you feel you are the right candidate for the role as our Incident Manager then please click ‘apply’ now! We’d love to hear from you