IT Support Analyst x 3 (ITIL/ITSM) x 2 - Hybrid - Swindon - Progression - FinTech - New! Salary: 36,000 + Excellent Package A leading organization in the FinTech Space requires a number of Graduate/Junior IT Support Analysts to join its fantastic growing team. Key Role Responsibilities: Responsible for the prevention of recurring incidents by determining true root cause, and driving implementation of corrective actions Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed Record all known errors in the Known Errors database Partake in Post Incident reports for all Major Incidents to senior IT leaders, and publish externally within 1 week of the service restoration Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations Lead Problem Management investigations with technical subject matter expert Deliver results of the problem investigation to stakeholders Prevent problems and eliminate recurring incidents proactively through trend analysis within incident/alerting/trending data sources Ideal candidate experience: Some IT Support or Service Desk Experience Experience in Problem Coordination advantageous Must be able to work independently on complex projects Professionally skilled in verbal and written communication skills Knowledge in ITIL Service Operations with focus on Problem Management advantageous Please send CV for full job description and an informal chat. Excellent opportunity to join a market leader growing rapidly in a unique space!
Apr 26, 2024
Full time
IT Support Analyst x 3 (ITIL/ITSM) x 2 - Hybrid - Swindon - Progression - FinTech - New! Salary: 36,000 + Excellent Package A leading organization in the FinTech Space requires a number of Graduate/Junior IT Support Analysts to join its fantastic growing team. Key Role Responsibilities: Responsible for the prevention of recurring incidents by determining true root cause, and driving implementation of corrective actions Follow-up on corrective actions & action items to ensure that all appropriate tasks are completed Record all known errors in the Known Errors database Partake in Post Incident reports for all Major Incidents to senior IT leaders, and publish externally within 1 week of the service restoration Identify subject matter expert and appropriate technology teams to be engaged during the problem investigations Lead Problem Management investigations with technical subject matter expert Deliver results of the problem investigation to stakeholders Prevent problems and eliminate recurring incidents proactively through trend analysis within incident/alerting/trending data sources Ideal candidate experience: Some IT Support or Service Desk Experience Experience in Problem Coordination advantageous Must be able to work independently on complex projects Professionally skilled in verbal and written communication skills Knowledge in ITIL Service Operations with focus on Problem Management advantageous Please send CV for full job description and an informal chat. Excellent opportunity to join a market leader growing rapidly in a unique space!
Department of Work & Pensions
Newcastle Upon Tyne, Tyne And Wear
Infrastructure Operations Engineer: Pay up to 43,347, plus up to 27% employer pension contributions, hybrid home working, flexible hours, and great work life balance. DWP. Digital with Purpose. Are you an IT Operations Controller looking for a role where you can utilise your skills and experience to deliver high value services? Do you want to solve complex problems that will help DWP support the most vulnerable citizens? This is a great opportunity for an IT Operations Controller to join and support DWP as we take on a digital transformation that will mean better experience for our millions of users, better work for our people, and more efficient and effective services. You'll be part of a team of around 30 people based across our Newcastle and Manchester Digital Hubs. Together you will provide 24-hour cover on a shift basis and be the central point of monitoring for every service on the DWP Estate. DWP is the UK's largest government department. We help people into work and make payments worth over 195bn a year, to support millions of daily users. Our DWP Digital teams are delivering a once-in-a-generation transformation of products and services that almost everyone in the UK will use, at key times in their lives. The scale of what we do is outstanding, and our purpose is unique. We'd love you to join us. Delivery. Work. Projects. As an IT Operations Controller you will manage a team who monitor infrastructure and applications across Datacentre and Cloud (AWS and Azure) environments. You will lead shift team members in first line fault diagnosis and incident resolution. This role requires regular shift working. You will be required to do 14 shifts over a 28-day period: this consists of 7 day shifts each covering 07:00am - 07:00pm, and 7-night shifts each covering 07:00pm - 07:00am. The post attracts a shift allowance of 20% of the salary. As an IT Operations Shift Lead you will manage and support the performance and development of team members. You will support Major Incidents and coordinating and liaising with stakeholders to minimise service impacting issues. Assist with the implementation of agreed remedies and preventative measures. Initiate and monitor actions to investigate and resolve problems in systems. You'll provide expert knowledge and guidance to projects and lead on the coordination of incoming data to prioritise the workload for the Operations Analyst team. You will work closely with senior stakeholders and team members to identify areas for improvement and simplify processes. Identify improvements and support proposed solutions. What skills, knowledge and experience will you need? Experience of leadership and Team Management in an IT Operations area. Experience working within a first line Command Centre team or incident resolution teams. Knowledge of IT Infrastructure e.g., Networks, Servers and IT Application monitoring hosted within traditional Datacentres and Cloud (AWS and Azure) environments using tools such as BMC and Dynatrace. Ability to analyse and triage high profile technical incidents, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs (this will include supporting the Major Incident Management process). Understand the ITIL framework with working knowledge of Incident, Problem and Change. Analytical and problem-solving skills with working knowledge of ServiceNow, Service Management products and collaboration tools. Ability to utilise service reports to monitor and measure service performance of operational services. You can identify Continual Service Improvement opportunities to improve user experience and deliver a consistently high standard of customer service to all stakeholders Please note - this role requires you to pass a security clearance check. For further information on this please see selection process details. Details. Wages. Perks. You'll join us in our brilliant digital hubs in Manchester or Newcastle. We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with a mix of home working and sometime in the office. In return for your skills, we offer competitive pay of up to 43,347. You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%. You'll get a generous leave package starting at 26 days, plus all the usual bank holidays, and the option to take extra days off on flexi leave. We also have a broad benefits package built around your work-life balance which includes: Flexible working, flexi hours and flexi days Hybrid working: some time in a hub with the team, some time at home Family-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket Sports and social activities Working in an award-winning environment and culture Professional development, coaching, mentoring and career progression opportunities. Click 'Apply' for more information and to start an application on Civil Service Jobs.
Apr 24, 2024
Full time
Infrastructure Operations Engineer: Pay up to 43,347, plus up to 27% employer pension contributions, hybrid home working, flexible hours, and great work life balance. DWP. Digital with Purpose. Are you an IT Operations Controller looking for a role where you can utilise your skills and experience to deliver high value services? Do you want to solve complex problems that will help DWP support the most vulnerable citizens? This is a great opportunity for an IT Operations Controller to join and support DWP as we take on a digital transformation that will mean better experience for our millions of users, better work for our people, and more efficient and effective services. You'll be part of a team of around 30 people based across our Newcastle and Manchester Digital Hubs. Together you will provide 24-hour cover on a shift basis and be the central point of monitoring for every service on the DWP Estate. DWP is the UK's largest government department. We help people into work and make payments worth over 195bn a year, to support millions of daily users. Our DWP Digital teams are delivering a once-in-a-generation transformation of products and services that almost everyone in the UK will use, at key times in their lives. The scale of what we do is outstanding, and our purpose is unique. We'd love you to join us. Delivery. Work. Projects. As an IT Operations Controller you will manage a team who monitor infrastructure and applications across Datacentre and Cloud (AWS and Azure) environments. You will lead shift team members in first line fault diagnosis and incident resolution. This role requires regular shift working. You will be required to do 14 shifts over a 28-day period: this consists of 7 day shifts each covering 07:00am - 07:00pm, and 7-night shifts each covering 07:00pm - 07:00am. The post attracts a shift allowance of 20% of the salary. As an IT Operations Shift Lead you will manage and support the performance and development of team members. You will support Major Incidents and coordinating and liaising with stakeholders to minimise service impacting issues. Assist with the implementation of agreed remedies and preventative measures. Initiate and monitor actions to investigate and resolve problems in systems. You'll provide expert knowledge and guidance to projects and lead on the coordination of incoming data to prioritise the workload for the Operations Analyst team. You will work closely with senior stakeholders and team members to identify areas for improvement and simplify processes. Identify improvements and support proposed solutions. What skills, knowledge and experience will you need? Experience of leadership and Team Management in an IT Operations area. Experience working within a first line Command Centre team or incident resolution teams. Knowledge of IT Infrastructure e.g., Networks, Servers and IT Application monitoring hosted within traditional Datacentres and Cloud (AWS and Azure) environments using tools such as BMC and Dynatrace. Ability to analyse and triage high profile technical incidents, prioritise accordingly and coordinate through to resolution with 2/3rd line technical SMEs (this will include supporting the Major Incident Management process). Understand the ITIL framework with working knowledge of Incident, Problem and Change. Analytical and problem-solving skills with working knowledge of ServiceNow, Service Management products and collaboration tools. Ability to utilise service reports to monitor and measure service performance of operational services. You can identify Continual Service Improvement opportunities to improve user experience and deliver a consistently high standard of customer service to all stakeholders Please note - this role requires you to pass a security clearance check. For further information on this please see selection process details. Details. Wages. Perks. You'll join us in our brilliant digital hubs in Manchester or Newcastle. We also have all the tools and tech we need to enable our people to work flexibly. We work a hybrid model with a mix of home working and sometime in the office. In return for your skills, we offer competitive pay of up to 43,347. You'll be eligible for a brilliant civil service pension with employer contributions of 28.97%. You'll get a generous leave package starting at 26 days, plus all the usual bank holidays, and the option to take extra days off on flexi leave. We also have a broad benefits package built around your work-life balance which includes: Flexible working, flexi hours and flexi days Hybrid working: some time in a hub with the team, some time at home Family-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket Sports and social activities Working in an award-winning environment and culture Professional development, coaching, mentoring and career progression opportunities. Click 'Apply' for more information and to start an application on Civil Service Jobs.
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Sep 24, 2022
Full time
Overview: Ensure all your application information is up to date and in order before applying for this opportunity. The Senior Infrastructure Analyst will manage and participate in the delivery and support of IT infrastructure and IT infrastructure security for new and existing systems / solutions. You will ensure RSSB infrastructure is secure and adheres to Cyber Security standards, manage DR processes and business continuity. Where appropriate, you will assist other team members in the provision of 2nd and 3rd line technical IM&T support (Desktop, Software, Infrastructure and Telephony), as well as maintain and deliver a high degree of customer service for all RSSB IM&T support queries and Requests for Change. Responsibilities: Proactively respond to security vulnerabilities identified by monitoring tools, performing remediation tasks Responsible for monitoring and reporting for on-premise and cloud infrastructure systems, for the early identification of issues Act as escalation point for technical issues Responsible for the security, effective management, administration and operation of the RSSB cloud and onsite physical infrastructure environment Management and oversight of the network infrastructure, including network switches, routers, firewalls and virtualised environment. Analyse and make recommendations to improve infrastructure, network, security and reliability of systems Responsible for system and data backups, restores and DR tests Work with the wider IM&T Team, business, internal and external business partners to ensure that security is factored into the evaluation, selection, installation, delivery and configuration process of solutions and systems Plan, manage and communicate infrastructure change with IT Operation Team Leads, Information Security manager and wider IM&T / business departments Mentor and coach colleagues and provide peer to peer advice, as required Qualifications: Computer science, Microsoft, CompTIA or related field qualifications / certifications or relevant demonstrable experience Proactive with a willingness to take ownership and responsibility for work tasks and issues, delivering a high standard of work Proficient in Windows Server v2008/2012/2019+ management to include Active Directory (AD) and Group Policy (GPO) and SQL Server Deploy patches and software applications using InTune / WSUS Knowledge of administering and supporting Azure AD, Azure IaaS/PaaS Management of backup/recovery solutions (g. Veeam, Arcserve) Experience with operating system hardening, vulnerability assessments, security audits, penetration testing, intrusion prevention systems and other security control systems for example PAM, SIEM, IDR etc. Practical experience with endpoint security, content filtering, vulnerability scanning and anti-malware Knowledge of at least one scripting language (e.g., PowerShell) MS InTune device management (mobile and Windows 10 OS) Effective communication, stakeholder' and supplier management skills Ability to work in Teams and individually using own initiative and capable of self-managing workload. Demonstrable knowledge of common vulnerabilities and exploitation techniques would be beneficial Familiarity with Cyber Essentials/Plus or ISO 27001 and ITIL best practice - Incident, Problem and Change management would be beneficial Early applications are encouraged, as we may close this vacancy before the advertised deadline if sufficient numbers of applications are received. We value diversity and equal opportunities in employment and are committed to creating a workplace which is inclusive to everyone. As a member of the Disability Confident Scheme, we encourage candidates with disabilities who meet the minimum criteria, to apply for our jobs. If you have applied under the Disability Confident Scheme, please let us know in advance by emailing If you require any reasonable adjustments with respect to our selection process including information in an alternative format, please contact us at We understand the importance of work-life balance and we offer our staff the flexibility to work within our core hours and the option to vary their location between both the office and home. If you are looking for further flexibility, speak to us at interview stage so that we can consider your request. We value our staff and we offer a competitive benefits package to ensure our staff can achieve their best throughout their journey with us. This includes 30 days annual leave (plus bank holidays); a holiday buy and sell scheme; private medical and dental cover; a season ticket loan and travel subsidy; access to a cycle to work scheme; volunteer leave; a performance related bonus and pension.
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
Nov 04, 2021
Full time
Peninsula Business Services is the leading UK's Employment Law and Health & Safety Specialists, providing an integral service to our 28,000 Client's daily business operations An exciting opportunity has arisen to join the growing ICT Department and become a member of the InfoSec team working in a dynamic and fast-paced environment with new challenges every day. Based in our Manchester Head Office. It is an exciting time to join the business as we rationalise our current infrastructure and embark on our journey to Cloud based services. You will work collaboratively with the business and wider IT team (Infrastructure, Network, Development, DevOps and Service Desk) to provide governance and security for existing and new services A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do Demonstrate strong organisational skills and be accountable for your daily workload Demonstrate a systematic, disciplined and analytical approach Be customer focussed and ardent in ensuring that colleagues receive a high quality of service The purpose of this role is to provide technical leadership to the Information Cyber Security Team and to support the InfoSec Manager to ensure that the business is protected against cyber security threats and that data is kept secure at all times. This will mean proactive planning, rapid responses to all security threats and incidents and serving as an escalation point for the other members of the team. The team currently has responsibility for all sites in the UK and Ireland with advisory responsibility for international sites in Canada, Australia and New Zealand The key objectives of your role are: To ensure that the InfoSec Manager and Group Head of IT Service Delivery UKI are kept informed of progress and in particular are told of major problems and / or issues in a timely manner You will be analysing security events, identifying issues, and recommending solutions Keeping up-to-date with current threats, technologies and solutions You will also be working with our Infrastructure, Network, Service Desk and Development teams to provide leadership and expertise in the field of information and cyber security best practices. You will understand the concept of layered security and bring experience in regard to vulnerability scanning and threat hunting. You will have proven experience with security investigations, including responding to incidents involving malware, data loss, or network intrusion. Work closely with the information security manager and wider business to develop and improve the current security strategies and processes Provide technical leadership for all security systems and tools, especially SIEM, DLP and Endpoint Protection technologies Lead security investigations and improve monitoring/reporting processes and security incident alerting Research security solutions and develop new and existing SOC processes for this rapidly changing landscape Assist with projects involving penetration testing and vulnerability assessments Develop and maintain our security procedures and update standards and documentation Assist the InfoSec manager to ensure adherence to ISO27001 and Cyber Essentials Plus accreditation. Lead Security investigations, including responding to incidents involving malware, data loss, or network intrusion Have a thorough knowledge of all key infrastructure including ADS, DNS, email security, endpoint security and virtualization technologies. Innovation and Continual Service Improvements. Identify opportunities for automation and on-going improvements to existing services. Work collaboratively with team members and support functions to resolve issues in a timely manner Proactively monitor IT services Take ownership, investigate and resolve escalated tickets The successful Senior Cyber Security Analyst should have solid experience in most of the following: SIEM solutions such as LogRhythm Endpoint Protection services such as SentinelOne Mimecast and Office 365 Data Loss Prevention tools such as Digital Guardian CASB Nessus Have a strong knowledge in public and private cloud environments such as AWS and Microsoft Azure. Understanding of GDPR, data protection and information governance. Currently be working with one of the following standards: ISO27001 or PCI-DSS Have earned a degree in a computer related subject or equivalent experience in Cyber Security ITIL experience. Third Line Support experience. What you bring to the Team Driven and results orientated Positive outlook and a focus on high quality delivery Strong communicator Must have the ability to communicate complex concepts and ideas easily to the team Must be reliable Able to work under pressure in all situations The ideal candidate will ensure that correct decisions are made and issues acted on in a timely manner. Be passionate about data and cyber security What's on offer? Generous basic salary up to £40k DOE The role is a permanent position with a 6-month probationary period. The working week is based on 37.5 hours 25 Days Holiday + Bank Holidays Profit Share Scheme Breakfast provided each Monday morning & monthly drinks Contributory company pension scheme Childcare voucher scheme Access to the Employee Assistance Programme (EAP) Utilising cutting edge software along with the latest technologies backed by huge investment and infrastructure, where else would you want to develop your career as an IT professional? INDPENO/ P967124LCR
What it's about Cambridge Assessment has an exciting opportunity for a Solution Architect to be part of its architecture team. The architecture function provides the designs context, decision making frameworks, guidance and governance that enables Cambridge Assessment to make the best decisions about enterprise and solution architecture to support the business. What you'll be doing As a Solution Architect you will work with business, domain and enterprise architects, business analysts, business leaders and other subject matter expert colleagues to advise, analyse, design and document architectural solutions at all levels of detail. Working as part of the architecture team to develop and enhance the architectural framework, governance processes and architecture repository you will support continual improvement and engagement of the enterprise and solution architecture practice across Cambridge Assessment. Addressing all the pertinent concerns of project and programme stakeholders, you will produce consistent and relevant artefacts and deliverables to illustrate design and providing collaborative support and guidance to other project and practice team members. Key responsibilities: Advise, analyse, design and document architecture solutions meeting functional and non-functional requirements; take ownership of the end to end architectural designs; ensure compliance of solutions to architectural standards Collaborate with Information/Data, Security, Infrastructure architecture to produce optimal designs Use architectural expertise to propose designs and work with key stake holders as necessary to support approval of architectural output Support key stakeholders in decision making process Offer advice and support for technical and business colleagues when required Provide thought leadership in digital trends and technologies Design data management processes following principles and contribute to data principles and information modelling What we're looking for A highly experienced IT professional who can work across various disciplines, business units, and architecture domains to support change initiatives. This role requires a considerable ability to handle complexity; self-management and emotional intelligence skills are crucial, as is the ability to remain objective and to influence and advise others on the strength of excellent evidence-based analysis and communication. The Solution Architect will need to be comfortable working with partial or assumed information, high levels of change, often fluid requirements and multiple projects concurrently, all of which may have dynamic priorities that the job holder will need to respond to. Communication and collaboration are key factors to the successful role of Solution Architect. The mix of good technical skill and the ability to collaborate are crucial to the job. S/he should be viewed as a trusted advisor in the enterprise by the IT organization, the clients they serve, and senior leaders. Qualifications (desirable) Enterprise Architecture framework certification Degree or higher degree Supporting industry recognised certifications such as ITIL, Prince etc. BCS Membership Industry recognised technical certifications Any data engineering or data architecture related certification Skills The candidate will be an all-rounder with broad knowledge across all technical and non-technical aspects of solution architecture and design, including maintaining an awareness of wider industry trends Suitable candidates are likely to have senior software design, engineering or systems analysis backgrounds, possibly in a leadership role, and be able to demonstrate significant customer-facing experience and architecture/design responsibility in their recent career The successful candidate will have wide ranging experience of solutions design in a broad range of technical environments together with skills in requirements validation, process modelling, systems analysis, and in-depth knowledge of common architectural styles and patterns. We are seeking expertise in service-oriented and event-driven architectures and designing for security and scalability Ability to communicate with technical and non-technical audience; ability to communicate contextual narrative using story telling techniques Passionate about driving innovation, provide thought leadership, hunger for learning and critical thinking skills to find innovative solutions Experience in data management, data modelling and model-based insights to create value and drive effective decision making Experience Good experience working in an enterprise architecture & design team Good experience working in heterogeneous technology environments Good experience working with business stakeholders understanding and helping them to develop their needs Ability to work creatively and analytically to solve business problems Ability to work effectively in a team environment and lead cross-functional teams Behaviours Exceptional interpersonal skills, including teamwork, facilitation and negotiation with the ability to communicate very technical issues plainly to non-technical audience. Who we are? At Cambridge Assessment, our purpose is to help learners demonstrate and fulfil their potential. We care about making a difference for every learner. As a department of the University of Cambridge, we provide education programmes and exams in over 170 countries, offering global recognition. We unlock the power of education for millions of learners of all ages and abilities. Benefits In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work: Generous contributory pension 28 days annual leave, plus bank holidays Annual performance related bonus and increases (discretionary) Enhanced maternity/paternity pay# Employee discount and cash back scheme at 2,500 retailers Cycle scheme Season Ticket Loan Subsidised staff restaurants Support for professional qualifications Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you. The closing date for receipt of applications is 29 March 2021 and interviews will be held during April 2021. To apply, please upload your CV and covering letter on our website by clicking the APPLY button. If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application. The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries. The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments. CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER
Mar 18, 2021
Full time
What it's about Cambridge Assessment has an exciting opportunity for a Solution Architect to be part of its architecture team. The architecture function provides the designs context, decision making frameworks, guidance and governance that enables Cambridge Assessment to make the best decisions about enterprise and solution architecture to support the business. What you'll be doing As a Solution Architect you will work with business, domain and enterprise architects, business analysts, business leaders and other subject matter expert colleagues to advise, analyse, design and document architectural solutions at all levels of detail. Working as part of the architecture team to develop and enhance the architectural framework, governance processes and architecture repository you will support continual improvement and engagement of the enterprise and solution architecture practice across Cambridge Assessment. Addressing all the pertinent concerns of project and programme stakeholders, you will produce consistent and relevant artefacts and deliverables to illustrate design and providing collaborative support and guidance to other project and practice team members. Key responsibilities: Advise, analyse, design and document architecture solutions meeting functional and non-functional requirements; take ownership of the end to end architectural designs; ensure compliance of solutions to architectural standards Collaborate with Information/Data, Security, Infrastructure architecture to produce optimal designs Use architectural expertise to propose designs and work with key stake holders as necessary to support approval of architectural output Support key stakeholders in decision making process Offer advice and support for technical and business colleagues when required Provide thought leadership in digital trends and technologies Design data management processes following principles and contribute to data principles and information modelling What we're looking for A highly experienced IT professional who can work across various disciplines, business units, and architecture domains to support change initiatives. This role requires a considerable ability to handle complexity; self-management and emotional intelligence skills are crucial, as is the ability to remain objective and to influence and advise others on the strength of excellent evidence-based analysis and communication. The Solution Architect will need to be comfortable working with partial or assumed information, high levels of change, often fluid requirements and multiple projects concurrently, all of which may have dynamic priorities that the job holder will need to respond to. Communication and collaboration are key factors to the successful role of Solution Architect. The mix of good technical skill and the ability to collaborate are crucial to the job. S/he should be viewed as a trusted advisor in the enterprise by the IT organization, the clients they serve, and senior leaders. Qualifications (desirable) Enterprise Architecture framework certification Degree or higher degree Supporting industry recognised certifications such as ITIL, Prince etc. BCS Membership Industry recognised technical certifications Any data engineering or data architecture related certification Skills The candidate will be an all-rounder with broad knowledge across all technical and non-technical aspects of solution architecture and design, including maintaining an awareness of wider industry trends Suitable candidates are likely to have senior software design, engineering or systems analysis backgrounds, possibly in a leadership role, and be able to demonstrate significant customer-facing experience and architecture/design responsibility in their recent career The successful candidate will have wide ranging experience of solutions design in a broad range of technical environments together with skills in requirements validation, process modelling, systems analysis, and in-depth knowledge of common architectural styles and patterns. We are seeking expertise in service-oriented and event-driven architectures and designing for security and scalability Ability to communicate with technical and non-technical audience; ability to communicate contextual narrative using story telling techniques Passionate about driving innovation, provide thought leadership, hunger for learning and critical thinking skills to find innovative solutions Experience in data management, data modelling and model-based insights to create value and drive effective decision making Experience Good experience working in an enterprise architecture & design team Good experience working in heterogeneous technology environments Good experience working with business stakeholders understanding and helping them to develop their needs Ability to work creatively and analytically to solve business problems Ability to work effectively in a team environment and lead cross-functional teams Behaviours Exceptional interpersonal skills, including teamwork, facilitation and negotiation with the ability to communicate very technical issues plainly to non-technical audience. Who we are? At Cambridge Assessment, our purpose is to help learners demonstrate and fulfil their potential. We care about making a difference for every learner. As a department of the University of Cambridge, we provide education programmes and exams in over 170 countries, offering global recognition. We unlock the power of education for millions of learners of all ages and abilities. Benefits In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work: Generous contributory pension 28 days annual leave, plus bank holidays Annual performance related bonus and increases (discretionary) Enhanced maternity/paternity pay# Employee discount and cash back scheme at 2,500 retailers Cycle scheme Season Ticket Loan Subsidised staff restaurants Support for professional qualifications Discounted access to the University of Cambridge Sport Centre, along with various other local gyms. We know that diversity of thinking, backgrounds and approaches lead to innovation and create an atmosphere where everyone's contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you. The closing date for receipt of applications is 29 March 2021 and interviews will be held during April 2021. To apply, please upload your CV and covering letter on our website by clicking the APPLY button. If you're successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application. The University of Cambridge will be bringing together its publishing and assessment operations to create a single organisation from 1 August 2021. Cambridge University Press and Cambridge Assessment publish and create world-leading content and examinations that are used across more than 170 countries. The move is in response to a growing desire from learners, teachers and researchers to engage with Cambridge in a joined up digital way, and the demand for innovative products that combine expertise in learning and assessment. The new organisation will have the capabilities to provide world leading assessment, learning and academic research offerings globally, under the Cambridge brand and backed by first class teaching and research departments. CAMBRIDGE ASSESSMENT IS AN EQUAL OPPORTUNITIES EMPLOYER
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
Oct 29, 2018
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
Service Desk Analyst
Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?
WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.
WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies. The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!). You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.
The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.
This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.
A minimum two-year commitment is required.
There is a six (6) month probationary period and salary is negotiable.
This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.
Join a team that is passionate for what we do and truly makes a difference.
Your Impacts:
End User Support
Oversee the daily operations of all aspects of the Service Desk in UK
Support local, international and regional offices remotely through a central Service Desk system
Ensure business needs are accomplished in the most cost-effective manner
Work closely with the senior management team to help implement technology and processes based on business needs
Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
Troubleshoot emergency IS related problems and escalate when necessary
Provide backup solutions and services to staff
Provide emergency support for visiting Staff, presentations and events
Support WE Day UK
Train on and maintain current and new application systems and platforms
Assist with overall global ticket queue
May be required to travel to country offices for support
IT Project Management for the UK office
Mange and implement office moves or new building buildouts that may occur in the UK
Work with the global headquarters to implement new technologies, services, or processes
Work with Headquarters to set up mobile devices and maintain organizational security compliance
Printers and Servers and Infrastructure
Manage Support Virtualization and server infrastructure with support of Head Office
Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
Build escalation rules for malfunctioning hardware
Maintain Wi-Fi and network infrastructure with support of Head Office
Active Directory, SharePoint and Office 365
Provision, configure and maintain user accounts
Maintain strict quality control of staff information in company directories
Maintain SharePoint sites and security and distribution groups
Troubleshoot security and sharing issues
Provide remote troubleshooting support
Provide backup services of various stakeholder groups
Reporting and Administration
Respond to issues and monitor/audit requests
Own and maintain the lifecycle of assets in the organization
Train co-workers on use and support of implemented technologies
Assist in strategic planning for the Information Systems department
Manage the creation of standard operating procedure documentation
Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages
What you bring:
Possess a Bachelors or similar diploma in IT or related field
Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
Experience working with Microsoft Office 365, Active Directory
Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
Enjoy working in a demanding, fast paced work environment and flexible with work hours
Some travel may be required to support We Day tour and country support
Able to perform well and problem solve in high stress, dynamic and changing situations
Comfortable working with external stakeholders and vendors
Positive and professional attitude and able to work as a team player
Excellent written and oral communication skills
Experience with Hyper-V an asset
Experience with Cisco Firewalls an asset
Knowledge of helpdesk and ticketing tools are an asset
ITIL Foundations certification is an asset
Supplementary Benefits
Employer-provided health and dental benefits
Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
Birthday’s off!
Flexible work hours if on occasion you need to start late or leave early
The opportunity to attend We Day our flagship event
Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation
If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.
Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.
Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.
If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.
Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.
This post is subject to an enhanced DBS check.
What makes us unique…
Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.
We sincerely thank all those who apply, however only those considered for an interview will be contacted.
Jan 20, 2017
Full time
Service Desk Analyst
Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation?
WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others.
WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies. The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!). You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place.
The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change.
This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office.
A minimum two-year commitment is required.
There is a six (6) month probationary period and salary is negotiable.
This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada.
Join a team that is passionate for what we do and truly makes a difference.
Your Impacts:
End User Support
Oversee the daily operations of all aspects of the Service Desk in UK
Support local, international and regional offices remotely through a central Service Desk system
Ensure business needs are accomplished in the most cost-effective manner
Work closely with the senior management team to help implement technology and processes based on business needs
Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office
Troubleshoot emergency IS related problems and escalate when necessary
Provide backup solutions and services to staff
Provide emergency support for visiting Staff, presentations and events
Support WE Day UK
Train on and maintain current and new application systems and platforms
Assist with overall global ticket queue
May be required to travel to country offices for support
IT Project Management for the UK office
Mange and implement office moves or new building buildouts that may occur in the UK
Work with the global headquarters to implement new technologies, services, or processes
Work with Headquarters to set up mobile devices and maintain organizational security compliance
Printers and Servers and Infrastructure
Manage Support Virtualization and server infrastructure with support of Head Office
Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed
Build escalation rules for malfunctioning hardware
Maintain Wi-Fi and network infrastructure with support of Head Office
Active Directory, SharePoint and Office 365
Provision, configure and maintain user accounts
Maintain strict quality control of staff information in company directories
Maintain SharePoint sites and security and distribution groups
Troubleshoot security and sharing issues
Provide remote troubleshooting support
Provide backup services of various stakeholder groups
Reporting and Administration
Respond to issues and monitor/audit requests
Own and maintain the lifecycle of assets in the organization
Train co-workers on use and support of implemented technologies
Assist in strategic planning for the Information Systems department
Manage the creation of standard operating procedure documentation
Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages
What you bring:
Possess a Bachelors or similar diploma in IT or related field
Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers
Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts
Experience working with Microsoft Office 365, Active Directory
Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server
Enjoy working in a demanding, fast paced work environment and flexible with work hours
Some travel may be required to support We Day tour and country support
Able to perform well and problem solve in high stress, dynamic and changing situations
Comfortable working with external stakeholders and vendors
Positive and professional attitude and able to work as a team player
Excellent written and oral communication skills
Experience with Hyper-V an asset
Experience with Cisco Firewalls an asset
Knowledge of helpdesk and ticketing tools are an asset
ITIL Foundations certification is an asset
Supplementary Benefits
Employer-provided health and dental benefits
Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day)
Birthday’s off!
Flexible work hours if on occasion you need to start late or leave early
The opportunity to attend We Day our flagship event
Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation
If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.
Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.
Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date.
If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.
Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.
This post is subject to an enhanced DBS check.
What makes us unique…
Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.
We sincerely thank all those who apply, however only those considered for an interview will be contacted.
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Sep 09, 2016
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Mobile Device Support Officer
Location: South East London
Hours per week: 35
Our clients ICT Strategy division is actively recruiting for a Mobile Device Support Officer who will take ownership of issues relating to mobile technology and its application and seek solutions through personal research, liaison with external providers and other local government organisations. The Mobile Device Support Officer will lead on our clients drive to enable smarter ways of working through the introduction of mobile technology solutions while keeping corporate information secure. The successful candidate will, on behalf of and under the leadership and supervision of the Senior Support Engineer, undertake operational leadership of projects and project teams of various sizes developing whole organisational mobile solutions and vet any new mobile solutions prior to release into the live environment to ensure that they meet client and user requirements. The candidate will also provide first level support of all platforms (Android, iOS, Windows 10 Mobile, BlackBerry); identify, report and solve problems or escalate to supplier if necessary; review new OS versions, updates and test new mobile apps; register, manage and retire smart devices in mobile device management (MDM) system.
Essential Requirements:
• Minimum of A level standard.
• ITIL Foundation certificate and project management skills or certification.
• Ability to work unsupervised and on own initiative with accuracy and attention to detail.
• A commitment to improve the quality of service to the community.
• Ability to plan, prioritise and organise work in order to deliver objectives set by manager.
• Ability to communicate clearly and effectively (orally and in writing) and develop positive relationships that generate collaborative working, confidence and respect.
• Ability to develop practical and creative solutions to issues.
• Ability to ensure equal access to and treatment in employment and services, develop and implement perceptive and innovative approaches to positive action, develop policies and practices to combat unlawful discrimination.
• Willingness and ability to work flexible hours to meet the service requirements.
• Ability to promote and maintain high standards of professionalism, integrity and probity through personal conduct, use of appropriate procedures and compliance with standards.
• Understanding of Performance Management, able to define objectives for self.
• Excellent knowledge and understanding of mobile device solutions and their application in a business environment.
Main Duties and Responsibilities:
• To support the development and implementation of the policies and strategies that ensure the clients vision of e-enabled, seamless and integrated services are delivered.
• To deliver the clients Customer Focus Vision via the ICT strategy.
• On behalf of and under the leadership and supervision of the Support Team Manager to undertake operational leadership of projects and project teams of various sizes developing whole organisational mobile solutions.
• To implement the clients mobile strategy, working with company members and chief officers where necessary.
• To take ownership of issues relating to mobile technology and its application and seek solutions through personal research, liaison with external providers.
Technical experience in the following areas:
• First level support of all platforms
• BES12 and Blackberry support
• iOS, Android and Windows 10 Mobile
• Mobile Device Management – BES; MobileIron; Airwatch etc.
• User profile management
• Device maintenance and upgrade (iPad; iPhone; Samsung; BlackBerry)
• Ensure that an inventory is kept which details mobile devices in use across the clients which is regularly audited.
• Vet any new mobile solutions prior to release into the live environment to ensure that they meet clients and user requirements.
• To deliver a high quality, customer focused service, ensuring that ICT achieves its key objectives and targets in the most cost effective and efficient manner.
• To work across a very broad range of seniority (including Directors and Directorate leads) and be able to understand their mobile requirements and communicate our mobile vision regardless of their ICT literacy skills
• To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
• To carry out any additional duties not listed above as allocated by the Support Team Manager.
• To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by manager.
• Ensure all the services within the area(s) of responsibility are provided in accordance with the clients commitment to high quality service provision to users.
• Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
• Carry out duties and responsibilities in accordance with the clients Health and Safety Policy and relevant legislation.
Staff Management:
• To line manage the Application Support Analyst.
• To manage staff performance, attendance and absenteeism, and, where necessary, take appropriate action within the client frameworks procedures.
• To assist with the recruitment, selection of staff within ICT.
• To adhere to the appropriate staff PRAD mechanisms in place and ensure that the performance and development of all staff is monitored accordingly
Sep 09, 2016
Mobile Device Support Officer
Location: South East London
Hours per week: 35
Our clients ICT Strategy division is actively recruiting for a Mobile Device Support Officer who will take ownership of issues relating to mobile technology and its application and seek solutions through personal research, liaison with external providers and other local government organisations. The Mobile Device Support Officer will lead on our clients drive to enable smarter ways of working through the introduction of mobile technology solutions while keeping corporate information secure. The successful candidate will, on behalf of and under the leadership and supervision of the Senior Support Engineer, undertake operational leadership of projects and project teams of various sizes developing whole organisational mobile solutions and vet any new mobile solutions prior to release into the live environment to ensure that they meet client and user requirements. The candidate will also provide first level support of all platforms (Android, iOS, Windows 10 Mobile, BlackBerry); identify, report and solve problems or escalate to supplier if necessary; review new OS versions, updates and test new mobile apps; register, manage and retire smart devices in mobile device management (MDM) system.
Essential Requirements:
• Minimum of A level standard.
• ITIL Foundation certificate and project management skills or certification.
• Ability to work unsupervised and on own initiative with accuracy and attention to detail.
• A commitment to improve the quality of service to the community.
• Ability to plan, prioritise and organise work in order to deliver objectives set by manager.
• Ability to communicate clearly and effectively (orally and in writing) and develop positive relationships that generate collaborative working, confidence and respect.
• Ability to develop practical and creative solutions to issues.
• Ability to ensure equal access to and treatment in employment and services, develop and implement perceptive and innovative approaches to positive action, develop policies and practices to combat unlawful discrimination.
• Willingness and ability to work flexible hours to meet the service requirements.
• Ability to promote and maintain high standards of professionalism, integrity and probity through personal conduct, use of appropriate procedures and compliance with standards.
• Understanding of Performance Management, able to define objectives for self.
• Excellent knowledge and understanding of mobile device solutions and their application in a business environment.
Main Duties and Responsibilities:
• To support the development and implementation of the policies and strategies that ensure the clients vision of e-enabled, seamless and integrated services are delivered.
• To deliver the clients Customer Focus Vision via the ICT strategy.
• On behalf of and under the leadership and supervision of the Support Team Manager to undertake operational leadership of projects and project teams of various sizes developing whole organisational mobile solutions.
• To implement the clients mobile strategy, working with company members and chief officers where necessary.
• To take ownership of issues relating to mobile technology and its application and seek solutions through personal research, liaison with external providers.
Technical experience in the following areas:
• First level support of all platforms
• BES12 and Blackberry support
• iOS, Android and Windows 10 Mobile
• Mobile Device Management – BES; MobileIron; Airwatch etc.
• User profile management
• Device maintenance and upgrade (iPad; iPhone; Samsung; BlackBerry)
• Ensure that an inventory is kept which details mobile devices in use across the clients which is regularly audited.
• Vet any new mobile solutions prior to release into the live environment to ensure that they meet clients and user requirements.
• To deliver a high quality, customer focused service, ensuring that ICT achieves its key objectives and targets in the most cost effective and efficient manner.
• To work across a very broad range of seniority (including Directors and Directorate leads) and be able to understand their mobile requirements and communicate our mobile vision regardless of their ICT literacy skills
• To undertake training and constructively take part in meetings, supervision, seminars and other events designed to improve communication and assist with the effective development of the post and post holder.
• To carry out any additional duties not listed above as allocated by the Support Team Manager.
• To achieve agreed service outcomes and outputs, and personal appraisal targets, as agreed by manager.
• Ensure all the services within the area(s) of responsibility are provided in accordance with the clients commitment to high quality service provision to users.
• Ensure that duties are undertaken with due regard and compliance with the Data Protection Act and other legislation.
• Carry out duties and responsibilities in accordance with the clients Health and Safety Policy and relevant legislation.
Staff Management:
• To line manage the Application Support Analyst.
• To manage staff performance, attendance and absenteeism, and, where necessary, take appropriate action within the client frameworks procedures.
• To assist with the recruitment, selection of staff within ICT.
• To adhere to the appropriate staff PRAD mechanisms in place and ensure that the performance and development of all staff is monitored accordingly
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Sep 09, 2016
Our client is looking for an IT Support Analyst to provide 1st Line IT support and your main duties will be:
• Desktop / Laptop Infrastructure Management, which entails desktop and laptop imaging / deployment solutions, and making sure the end clients are up to date and secure.
• Asset Management, monitoring and reporting on asset related data to both third parties and the line manager where required (IT Manager)
• IT Support, provided from desktop to server level and reporting to a senior support analyst in the event of escalation. As well as supporting users, the Support Analyst must create and update incidents on their incident management system
• Account / General Administration, working with the Network Infrastructure Manager where applicable to ensure secure endpoints and general account administration across all systems
• General IT Procurement which involves the purchasing of day to day and replacement policy machines, including any other peripheral or minor component
• Basic Networking knowledge and practical experience.
• Great Customer Service Skills.
• Windows 7 / 8 / 10 experience.
Desired but not essential as training will be given:
• Microsoft Exchange Server (End User support and administration)
• Active Directory (End user support and administration)
• Windows Server Environment Experience (Server 2003, 2008 R2, 2012)
• iOS and Android Experience (End User Support)
• Knowledge of the ITIL methodology to understand effective operation of a service desk
• Desktop/Laptop Support Experience
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Sep 09, 2016
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Sep 09, 2016
Purpose of the post:
The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels.
MAIN ACTIVITIES AND RESPONSIBILITIES:
1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose.
2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department.
3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets.
4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures.
5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process.
6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests.
7. To identify and implement agreed service improvements.
8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to.
9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs .
10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity.
11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities.
12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces.
Page 2 of 3 V1.1
13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to.
14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management
15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought
16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation.
17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance.
18. To manage, log, track, and resolve service issues relating to scope of the role.
19. To update the ICT Services Risk Register with all risks relating to scope of the role.
20. To produce reports, dashboards and management information relating to the performance of key business databases..
21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered.
22. To deputise for the ICT Business Application Support Team Leader as and when required.
23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role.
24. To understand and be committed to Equal Opportunities.
Communication and working relationships
1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics.
2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies.
3. Liaison with teaching, support staff, students, Trade Unions and other groups.
4. Represent the University externally.
SELECTION CRITERIA:
A. Educated to degree level or equivalent.
B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred.
C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred.
D. Knowledge and experience of using formal database management frameworks, methodologies and techniques.
E. Experience of database management, support, administration, maintenance and ongoing improvement.
F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning.
Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy.
Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds.
Posting Time
Job Description
Join the rapidly expanding team within the SOC operations department and you'll have the opportunity to lead a solid team providing protective monitoring services for customer corporate networks.
This will include the monitoring and analysis of event logs within a multi SIEM environment and apply further analysis with available tools sets to identify the incident details causes and effects. Apply Monitoring and Alerting and Incident Handling techniques in line with associated guidance provided in the GPG.
As Senior Operations Analyst will also be responsible for the coaching and mentoring of SOC Operations Analyst, and will report to the Principle Operations Analyst on the performance and effectiveness on going.
Key Responsibility Areas
You will be responsible for leading a team of SOC Operations Analyst who will analyse network, application and system log events in order to identify any potentially abnormal system behaviours and raise them as incidents for investigation. You will then investigate to establish if these are expected events or a security threat. You work closely with the Principle Operations Analyst (Incident Handler) and CIRT team members to identify or mitigate threats for our customers.
As a SOC Senior Operations Analyst you will provide a Technical Escalation Point during security incidents, establishing the extent of an attack, the business impacts, and advising on how best to contain the incident along with advice on systems hardening and mitigation measures to prevent a reoccurrence.
In addition, as a Senior Operations Analyst you will have the important role of working with external organisations and trusted partners to tune our service by designing advance detection rules to be implemented into our SIEM Solution.
Additional Responsibilities:-
Maintain keen understanding of evolving Internet threats to ensure the security of client networks
Write technical articles for internal knowledge base
Participate in knowledge sharing with other analysts and develop solutions efficiently
Coordinate or participate inindividual or team projects
Perform other essential duties as assigned
Skills, Qualifications and Experience
An active interest in software systems/engineering and/or secure communications and Information systems and/or system security architecture and/or malware.
Qualifications within the IT Security field desirable though not essential. SANS Certified Intrusion Analyst (GCIA), Certified Incident Handler (GCIH), Certified Information Systems Security Professional (CISSP)
CREST - CRIA, CCHIA, CCNIA
Prepared to become SC and DV cleared if not already
Previous experience of managing and coaching teams
Experience of using SIEM tools such as ArcSight, LogRhythm, RSA Envision, Splunk etc
Experience of maintaining a secure network through configuring and managing typical Security Enforcing Devices, such as Firewalls, Proxies, IDS/IPS devices, EPO. Knowledge of SNORT
In depth experience of other common devices, such as routers, switches, hubs
Troubleshooting Windows environments
Strong written and verbal communication skills
Attention to detail and great organizational skills
Experience of using SIEM tools and the terminology associated with them.
Knowledge and understanding of information technology concepts and technologies, as is knowledge of computer systems hardware and software, entity relationship models, design, protocols, attack vectors and methodologies.
Strong understanding of network monitoring and packet analysis tools
An understanding of Information Security; relating to the Confidentiality, Integrity and Availability of information
Significant experience with TCP/IP, Linux, UNIX, Windows, IP Routing
Experience with ISO27001 standards and ITIL framework
Exposure to IT service management best practices such as ITIL
Software engineering, programming or scripting knowledge. I.e. Java
Intrinsic Factors
A personable individual who is willing to accommodate the team dynamic and has an aptitude for coaching others
The Senior Operations Analyst will be required to accommodate flexible working hours and shifts over a 24/7 rotation
Working to tight deadlines
Visual Display Equipment used
Feb 21, 2016
Job Description
Join the rapidly expanding team within the SOC operations department and you'll have the opportunity to lead a solid team providing protective monitoring services for customer corporate networks.
This will include the monitoring and analysis of event logs within a multi SIEM environment and apply further analysis with available tools sets to identify the incident details causes and effects. Apply Monitoring and Alerting and Incident Handling techniques in line with associated guidance provided in the GPG.
As Senior Operations Analyst will also be responsible for the coaching and mentoring of SOC Operations Analyst, and will report to the Principle Operations Analyst on the performance and effectiveness on going.
Key Responsibility Areas
You will be responsible for leading a team of SOC Operations Analyst who will analyse network, application and system log events in order to identify any potentially abnormal system behaviours and raise them as incidents for investigation. You will then investigate to establish if these are expected events or a security threat. You work closely with the Principle Operations Analyst (Incident Handler) and CIRT team members to identify or mitigate threats for our customers.
As a SOC Senior Operations Analyst you will provide a Technical Escalation Point during security incidents, establishing the extent of an attack, the business impacts, and advising on how best to contain the incident along with advice on systems hardening and mitigation measures to prevent a reoccurrence.
In addition, as a Senior Operations Analyst you will have the important role of working with external organisations and trusted partners to tune our service by designing advance detection rules to be implemented into our SIEM Solution.
Additional Responsibilities:-
Maintain keen understanding of evolving Internet threats to ensure the security of client networks
Write technical articles for internal knowledge base
Participate in knowledge sharing with other analysts and develop solutions efficiently
Coordinate or participate inindividual or team projects
Perform other essential duties as assigned
Skills, Qualifications and Experience
An active interest in software systems/engineering and/or secure communications and Information systems and/or system security architecture and/or malware.
Qualifications within the IT Security field desirable though not essential. SANS Certified Intrusion Analyst (GCIA), Certified Incident Handler (GCIH), Certified Information Systems Security Professional (CISSP)
CREST - CRIA, CCHIA, CCNIA
Prepared to become SC and DV cleared if not already
Previous experience of managing and coaching teams
Experience of using SIEM tools such as ArcSight, LogRhythm, RSA Envision, Splunk etc
Experience of maintaining a secure network through configuring and managing typical Security Enforcing Devices, such as Firewalls, Proxies, IDS/IPS devices, EPO. Knowledge of SNORT
In depth experience of other common devices, such as routers, switches, hubs
Troubleshooting Windows environments
Strong written and verbal communication skills
Attention to detail and great organizational skills
Experience of using SIEM tools and the terminology associated with them.
Knowledge and understanding of information technology concepts and technologies, as is knowledge of computer systems hardware and software, entity relationship models, design, protocols, attack vectors and methodologies.
Strong understanding of network monitoring and packet analysis tools
An understanding of Information Security; relating to the Confidentiality, Integrity and Availability of information
Significant experience with TCP/IP, Linux, UNIX, Windows, IP Routing
Experience with ISO27001 standards and ITIL framework
Exposure to IT service management best practices such as ITIL
Software engineering, programming or scripting knowledge. I.e. Java
Intrinsic Factors
A personable individual who is willing to accommodate the team dynamic and has an aptitude for coaching others
The Senior Operations Analyst will be required to accommodate flexible working hours and shifts over a 24/7 rotation
Working to tight deadlines
Visual Display Equipment used
HCML are currently recruiting for a talented and experienced IT Support Analyst / Engineer to provide 1st and 2nd line support to our internal and external customers. Your primary function will be to provide support for desktop and mobile devices, printers and peripherals, as well as managing and maintaining our internal network, CISCO switches and routers. Occasional support for our external customers may also be required from time to time. In addition, you will be responsible for managing and coordinating facilities within our Croydon and Manchester offices. This is an important role within our business and comes with the opportunity to learn new skills or further develop your existing experience. In terms of technology, we are a forward-thinking organisation with a flexible approach to adopting new technologies when appropriate.
Join HCML today if you:
• Want to work for the UK market leader in rehabilitation solutions.
• Want to work for a growing firm, still small enough that your impact can shape our future.
• Want to be part of talented, passionate, driven and friendly team.
• Want regularly reviewed, market competitive remuneration, benefits and social events.
• Want great transport links to our Croydon and Manchester offices.
• Want to work with a leadership team dedicated to building a culture that is collaborative, fun and delivers client service and clinical excellence.
• Want to help people heal, which is complex, challenging and very rewarding.
If you are looking to join an established and growing company that will have a long term impact on your career then please visit our website to read more about our Company and to apply for this role.
IT Support Analyst - Your skills and experience:
• Familiarity with Windows operating system (7 – 8.1 and server (Apply online only)).
• Working knowledge of Microsoft Office Suite (Word, Excel, Powerpoint, Outlook - 2010/2013).
• Basic networking knowledge of LAN, TCP/IP, VOIP, DNS, DHCP.
• Good working knowledge of Active Directory and Exchange.
• Knowledge and experience of Virtualisation technologies (Hyper-V).
• Strong interpersonal and customer care skills.
• Professional and flexible approach to working.
• Ability to communicate effectively, orally and in writing to a wide variety of users.
• Assertive and proven ability to build effective working relationships internally with colleagues and senior management, and externally with customers.
• Passionate about “service hustle” and delighting customers.
• Good communications skills (in writing, on phone and face to face including group presentations).
• Good analytical and problem solving capability with the ability to generate innovative and compelling solutions.
• Ability to work independently and as part of a team.
• Ability to inspire and energise colleagues.
• Evidence of continued management learning and development.
• Familiarity with ISO 27001, ISO 9001 standards, ITIL standards and practices for support operations would be advantageous.
Job Title: IT Support Analyst
Location: Croydon (Minimal travel to Manchester as required)
Hours: Fulltime, Working 37.5 Hours per Week
Salary and Benefits: Competitive Salary + Generous Pension Scheme, Health Cash Plan and 25 Days Holiday
Deadline for applications is Wednesday 16 March 2016.
At HCML, we support and promote diversity in employment.
Please apply online for this IT Support Analyst role with your CV and covering letter.
Please check your email for confirmation that your application for this IT Support Analyst role has been received and to follow further instructions if applicable
Feb 21, 2016
HCML are currently recruiting for a talented and experienced IT Support Analyst / Engineer to provide 1st and 2nd line support to our internal and external customers. Your primary function will be to provide support for desktop and mobile devices, printers and peripherals, as well as managing and maintaining our internal network, CISCO switches and routers. Occasional support for our external customers may also be required from time to time. In addition, you will be responsible for managing and coordinating facilities within our Croydon and Manchester offices. This is an important role within our business and comes with the opportunity to learn new skills or further develop your existing experience. In terms of technology, we are a forward-thinking organisation with a flexible approach to adopting new technologies when appropriate.
Join HCML today if you:
• Want to work for the UK market leader in rehabilitation solutions.
• Want to work for a growing firm, still small enough that your impact can shape our future.
• Want to be part of talented, passionate, driven and friendly team.
• Want regularly reviewed, market competitive remuneration, benefits and social events.
• Want great transport links to our Croydon and Manchester offices.
• Want to work with a leadership team dedicated to building a culture that is collaborative, fun and delivers client service and clinical excellence.
• Want to help people heal, which is complex, challenging and very rewarding.
If you are looking to join an established and growing company that will have a long term impact on your career then please visit our website to read more about our Company and to apply for this role.
IT Support Analyst - Your skills and experience:
• Familiarity with Windows operating system (7 – 8.1 and server (Apply online only)).
• Working knowledge of Microsoft Office Suite (Word, Excel, Powerpoint, Outlook - 2010/2013).
• Basic networking knowledge of LAN, TCP/IP, VOIP, DNS, DHCP.
• Good working knowledge of Active Directory and Exchange.
• Knowledge and experience of Virtualisation technologies (Hyper-V).
• Strong interpersonal and customer care skills.
• Professional and flexible approach to working.
• Ability to communicate effectively, orally and in writing to a wide variety of users.
• Assertive and proven ability to build effective working relationships internally with colleagues and senior management, and externally with customers.
• Passionate about “service hustle” and delighting customers.
• Good communications skills (in writing, on phone and face to face including group presentations).
• Good analytical and problem solving capability with the ability to generate innovative and compelling solutions.
• Ability to work independently and as part of a team.
• Ability to inspire and energise colleagues.
• Evidence of continued management learning and development.
• Familiarity with ISO 27001, ISO 9001 standards, ITIL standards and practices for support operations would be advantageous.
Job Title: IT Support Analyst
Location: Croydon (Minimal travel to Manchester as required)
Hours: Fulltime, Working 37.5 Hours per Week
Salary and Benefits: Competitive Salary + Generous Pension Scheme, Health Cash Plan and 25 Days Holiday
Deadline for applications is Wednesday 16 March 2016.
At HCML, we support and promote diversity in employment.
Please apply online for this IT Support Analyst role with your CV and covering letter.
Please check your email for confirmation that your application for this IT Support Analyst role has been received and to follow further instructions if applicable