Jackson Hogg

Service Desk Analyst (x2) Newcastle upon Tyne (Hybrid Working) Excellent Career Development Hands-on Project Exposure We're looking for two Service Desk Analysts to join a friendly, forward-thinking IT team based at our Head Office on Newcastle Business Park. This isn't your typical "ticket-only" support role - while you'll play a key part in day-to-day service desk operations, you'll also gain valuable exposure to a wide range of IT projects and initiatives across the business. If you're someone who wants to move beyond routine 1st line work and get involved in real, hands-on technical projects, this is a fantastic opportunity to accelerate your career. The Role As part of our Service Desk team, you'll deliver high-quality IT support to employees and franchise partners, ensuring issues and requests are handled quickly, professionally, and effectively. Alongside core support responsibilities, you'll have the opportunity to: Contribute to IT improvement projects Get involved in system upgrades, rollouts, and changes Work closely with wider IT teams and learn new technologies Key Responsibilities Provide responsive and effective IT support across the business Log, manage, and resolve incidents and service requests in line with SLAs Escalate issues where required, following established procedures Maintain clear communication with users throughout issue resolution Collaborate with colleagues on ongoing IT initiatives and project work Support continuous improvement across service delivery About You We're looking for people who: Have previous experience in a Service Desk / Helpdesk role Are confident, approachable, and customer-focused Communicate clearly with both technical and non-technical users Thrive in a fast-paced environment and stay calm under pressure Enjoy learning and want exposure beyond traditional support work Technical Skills You should have experience with: Windows 10 / Windows 11 Microsoft 365 (O365) Active Directory IT ticketing systems and SLA-driven environments Working with third-party providers and escalation processes

Test Lead (Fully Remote - UK) Perm Opportunity We are looking for an experienced Test Lead to own and drive quality across digital products within a fully remote, cross functional delivery environment. This role combines hands on testing with leadership responsibilities, ensuring high standards across manual and automated testing. Key Responsibilities Define and maintain test strategies, plans, test cases and traceability aligned to business requirements. Manage the full defect lifecycle using tools such as Jira or Azure DevOps. Execute and oversee functional, integration and regression testing across web and API platforms. Build, maintain and enhance automation frameworks using tools such as Selenium, Playwright, Cypress or Appium. Integrate automated testing into CI/CD pipelines to support continuous testing. Lead API, regression, smoke, and performance testing to ensure stability and release confidence. Produce clear test reporting highlighting release readiness, risks and blockers. Work closely with product and engineering teams during backlog refinement to improve testability and coverage. Drive continuous improvement in QA processes, tools and ways of working. Key Skills & Experience Proven experience in a senior QA or Test Lead role Strong manual and automation testing background Experience with CI/CD pipelines and modern testing tools Confident communicator able to work independently in a fully remote setup

Agile Delivery Manager Gateshead Hybrid We're building a modern product delivery function - one rooted in agility, pragmatism, and real-world impact. This isn't agility for agility's sake. It's about helping teams focus on the right things, reduce friction, and deliver value predictably. We're looking for an Agile Delivery Manager who brings the servant-leader mindset of a Scrum Master, combined with practical delivery leadership. Someone who knows how to create the conditions for great delivery - not through ceremony or control, but through clarity, collaboration, and flow. If you care deeply about helping teams work better, make progress visible, and turn ambiguity into momentum, this one's worth your attention. What you'll do You'll partner with a cross-functional product team and help them deliver at their best. That means you'll: Facilitate lightweight, purposeful delivery practices (planning, stand-ups, reviews, retros) that keep the focus on outcomes, not theatre. Coach and partner with Product Owners, strengthening refinement, prioritisation, and agile product thinking - shaping work so it flows smoothly and predictably. Proactively identify and remove delivery risks, blockers, and dependencies, before they slow things down. Contribute to our Delivery HQ community, mentoring peers, sharing learning, and helping evolve consistent, effective ways of working across product teams. Act as a change agent, improving flow not just within a team, but across value streams and the wider organisation - simplifying processes, reducing cognitive load, and strengthening collaboration. What we're looking for A servant-leader with experience helping teams grow in confidence, autonomy, and ownership. Strong, practical experience with Scrum and/or Kanban - applying agile principles with judgement, not dogma. A confident coach and facilitator, able to support teams and stakeholders in shaping work and improving flow. A clear, calm communicator who builds trust quickly and brings constructive challenge when needed. Self-driven, reflective, and committed to continuous improvement - of yourself, your teams, and the wider system.

Overview We are seeking an experienced IT Manager to take ownership of the organisation's IT infrastructure, core systems, and technology services. This role blends hands-on technical leadership with responsibility for infrastructure stability, cybersecurity, cloud platforms, and business-critical applications including the Synchro ERP system . You will ensure technology services are secure, resilient, and aligned with business needs while delivering a high-quality user experience across the organisation. Key Responsibilities Technical Leadership & Support Provide senior-level technical support across business-critical systems Troubleshoot complex infrastructure, networking, and application issues Oversee Windows Server environments, Active Directory, Group Policy, DNS/DHCP, and file services Administer Microsoft 365 services including Exchange Online, SharePoint and Teams Manage endpoint protection, patching, and security controls Infrastructure, Cloud & Systems Lead infrastructure improvements, upgrades, and system changes Manage virtualisation platforms including VMware and Hyper-V Oversee cloud services across Azure and AWS Maintain secure network architecture including firewalls and SAN storage Cybersecurity, Resilience & Compliance Drive continuous improvement in security posture and risk management Support compliance initiatives such as Cyber Essentials and ISO 27001 Develop and maintain disaster recovery and business continuity arrangements Investigate incidents and implement long-term preventative measures ERP & Business Systems Support and maintain the Synchro ERP platform Act as the technical interface between internal teams and external support partners Support user access, system performance, and continuous improvement Develop SSRS reports to support KPI tracking and management insight Vendors, Documentation & Improvement Maintain technical documentation, SOPs, and knowledge bases Manage supplier relationships and IT procurement Recommend and deliver technology changes aligned with business objectives Skills & Experience Strong background in IT infrastructure and enterprise support Experience with Windows Server, virtualisation, cloud platforms, and Microsoft 365 Strong understanding of networking, security controls, and systems administration ERP support experience, including SQL reporting Confident communication skills and strong problem-solving ability Desirable Experience with Synchro ERP Knowledge of ITIL or cybersecurity frameworks

Are you a motivated Business Intelligence Developer? This is an exciting opportunity to join an agile BI team and help transform reporting and analytics across the organisation. In this role, you'll design and build governed, high-performance reporting models using Azure Databricks and Azure SQL. Your work will underpin certified Tableau data sources and executive reporting across Finance, Compliance, Operations, and Senior Leadership. This is more than dashboard development - it's an opportunity to shape the BI platform, embed governance, and mature an evolving reporting landscape. What You'll Do Design and develop scalable data transformations in Azure Databricks using Python and Spark Build and maintain star-schema models aligned to business KPI definitions Collaborate with Data Engineering to improve data quality and reliability Support and enhance Tableau dashboards and certified data sources Centralise KPI logic and improve reporting consistency and governance Optimise performance, refresh reliability, and row-level security Contribute to sprint-based delivery (Jira-managed backlog) and shared BI Duty ownership What We're Looking For 3+ years' experience in BI, analytics engineering, or data-focused roles Strong SQL skills (complex queries, optimisation, data validation) Hands-on experience with Python and Spark, ideally in Azure Databricks Experience designing and maintaining star-schema models Experience supporting reporting in Tableau or Power BI Solid understanding of data warehousing, governance, and KPI standardisation Strong stakeholder communication and problem-solving skills Desirable Experience in financial services or regulated environments Exposure to Azure SQL, Tableau Server, row-level security, or cloud BI platforms Experience rationalising legacy reporting and improving governance frameworks Familiarity with modern semantic modelling approaches (e.g. Microsoft Fabric)