Location : Three Legged Cross Salary: Up to £25k doe Benefits: 23 days hols rising to 25 plus Bank Holidays, Free Parking PLEASE NOTE, YOU MUST DRIVE FOR THIS ROLE My client is now seeking an Operations Co-Ordinator to work in their well established and respected business. Operating across Dorset and Hampshire, they have a lot of active customers and work within the Telecoms/IT/Technology sector. Now growing their team, they are looking for an Operations Co-ordinator who has excellent communication skills and ideally some IT/Technology/helpdesk experience, although this is not essential. Job Description The Operations Co-ordinator role is primarily focused on co-ordinating the engineering and provisioning teams who provision, install and support their solutions and services. The Co-ordinator works closely with the Operations Manager, who manages these teams and the department as a whole. The engineering team is made up of helpdesk and field engineers with varying skills and expertise within. The team delivers both proactive setup/installations, and the ongoing, more reactive support of those products and services. The provisioning team similarly has proactive and reactive elements, managing services orders and also assisting the helpdesk in resolving faults/requests raised on those services Customer orders and support requests are both managed on a CRM system with ticketing and project management functionality. Dispatching these tickets and projects to staff as well as scheduling them are the key functions of the role, liaising heavily with staff and customers to do so effectively. Ongoing monitoring and management of the overall workload which is a constant moving picture is also a vital part of the role, to best organize, utilize and adapt resources to deliver excellent service to our customers. This role would suit someone with:- Good IT skills Ideally, have used a CRM system Have superb organisational skills Be a strong administrator Be good with people Be wiling to learn in a fast paced environment Requirement: No formal qualifications are required, however, experience in a similar role and technical knowledge is desired. You must be confident, professional and a logical critical thinker. You will also be calm and collected under pressure and comfortable in a fast-paced environment, where there is a dynamic, ever-changing picture. With an analytical and strong problem-solving skills to find the most effective way to utilize the available resources, to maximise the quality and efficiency of service delivery Strong communication skills are critical, to constantly liaise with colleagues, customers, and suppliers to co-ordinate the jobs, tickets and the department as a whole to run effectively, efficiently and most importantly to deliver excellent customer service! This role would suit anyone working in IT, Telecoms or the Technology sector may be as helpdesk, 1st line or 2nd line operators, Customer Service Administrators, network Administrators, Technical Administrators or similar.
May 01, 2024
Full time
Location : Three Legged Cross Salary: Up to £25k doe Benefits: 23 days hols rising to 25 plus Bank Holidays, Free Parking PLEASE NOTE, YOU MUST DRIVE FOR THIS ROLE My client is now seeking an Operations Co-Ordinator to work in their well established and respected business. Operating across Dorset and Hampshire, they have a lot of active customers and work within the Telecoms/IT/Technology sector. Now growing their team, they are looking for an Operations Co-ordinator who has excellent communication skills and ideally some IT/Technology/helpdesk experience, although this is not essential. Job Description The Operations Co-ordinator role is primarily focused on co-ordinating the engineering and provisioning teams who provision, install and support their solutions and services. The Co-ordinator works closely with the Operations Manager, who manages these teams and the department as a whole. The engineering team is made up of helpdesk and field engineers with varying skills and expertise within. The team delivers both proactive setup/installations, and the ongoing, more reactive support of those products and services. The provisioning team similarly has proactive and reactive elements, managing services orders and also assisting the helpdesk in resolving faults/requests raised on those services Customer orders and support requests are both managed on a CRM system with ticketing and project management functionality. Dispatching these tickets and projects to staff as well as scheduling them are the key functions of the role, liaising heavily with staff and customers to do so effectively. Ongoing monitoring and management of the overall workload which is a constant moving picture is also a vital part of the role, to best organize, utilize and adapt resources to deliver excellent service to our customers. This role would suit someone with:- Good IT skills Ideally, have used a CRM system Have superb organisational skills Be a strong administrator Be good with people Be wiling to learn in a fast paced environment Requirement: No formal qualifications are required, however, experience in a similar role and technical knowledge is desired. You must be confident, professional and a logical critical thinker. You will also be calm and collected under pressure and comfortable in a fast-paced environment, where there is a dynamic, ever-changing picture. With an analytical and strong problem-solving skills to find the most effective way to utilize the available resources, to maximise the quality and efficiency of service delivery Strong communication skills are critical, to constantly liaise with colleagues, customers, and suppliers to co-ordinate the jobs, tickets and the department as a whole to run effectively, efficiently and most importantly to deliver excellent customer service! This role would suit anyone working in IT, Telecoms or the Technology sector may be as helpdesk, 1st line or 2nd line operators, Customer Service Administrators, network Administrators, Technical Administrators or similar.
System/Network Engineer Upto -£40,000 per anum - DOE of 3rd line support Full time hours - Flexible choice between 8.30am and 5.30pm Office, home and field based. Full driving licence required. Everpool Recruitment, are looking for an experienced Networking Engineer, to join our client based In Runcorn, the role is commutable from Mersey side, Cheshire or Manchester regions and is an office and site based position, with some remote working available.Are you passionate about working in telecommunications, with skills and experience established up to 3rd line infrastructure and helpdesk support? Do you thrive in an environment, of shared learning and developing ideas in a team? Our client is all about development and encouraging education as well as coaching team members to the best of their ability and you'll have a responsibility to train others too. About them; Our client is revolutionising the telecoms industry. Working with a number of different customers, in a variety of sectors to bring smoother connection, telephony, and desk top support forward!They have a commitment to looking after their large nationwide client base, and delivering excellent service, whilst transforming the way people connect and communicate digitally and the Network Engineer, will play a pivotal role in the process. About you? As a Systems/Network Engineer, you will play a pivotal role in designing, implementing, and optimizing customers Network infrastructure.You must be upskilled to 3rd line experience, with the understanding that this role will still include 1st and 2nd line trouble shooting, over desk based queires. You must have experience with Network Infrastructure and installation/configuration. From deploying technologies to ensuring seamless connectivity, you'll be instrumental in maintaining the systems and hardware for their substantial customer base. You should be a team player, willing to bring new and fresh ideas to the department, able to work well with in a team, being able to motivate yourself and others along the way. You'll need to be able to prioritise and reprioritise quickly, working to strict timeframes and able to manage in a pressurised environment. Allow flexibility, whilst our client is happy for you to pick your working hours between Monday - Friday, we also ask for you to remain flexible around customer needs when on site too. Key Responsibilities: Design, configure, and maintain network infrastructure components:Providing 1st 2nd and 3rd line support. Install and configure network switches, routers, Wi-Fi networks and firewalls. Set up & Support clients with applications such as Microsoft 365. Install and administrate servers, laptops and PCs including operating systems and applications. Configure and administrate of the Network Attached Storage (NAS) data appliances. Perform system backups and recovery Implement network security measures to safeguard against cyber threats. Monitor network performance and troubleshoot issues to ensure maximum uptime. Working closely across all divisions, help desk, sales, and provisions to implement new technologies and initiatives. Hands on experience required to complete the role: Proficiency in networking protocols and technologies (LAN, WAN, VPN). Configuring DHCP and DNS. End user management - Local PC Configurations, (MACD) Experience and understanding of network cabling and rack design - Including the configuration of switches and routers. Understanding of incidents and service requests (network including LAN, ADSL, FTTC, FTTP, ETHERNET, ECT). Virtualisation software (Hyper-V) - using/managing VMs. Enterprise server operating systems (OS) (Windows Server 2012R2& Linux). Microsoft 365, exchange on-line, SharePoint and Azure. NAS - monitoring and storage assignments. Hands-on experience with network equipment (routers, switches, firewalls) from leading vendors. Strong analytical and problem-solving skills with a proactive approach to challenges. Excellent communication and interpersonal skills, as well as a great customer service manner. Additional information and what's on offer? Offering genuine flexible working, diversity, and inclusion within the team. You will be joining a small technical team, where you can make your mark and look to progress and further develop your skills and leadership. Company hotel credit card Here, you'll have the opportunity to work with industry experts, tackle complex challenges, and make a meaningful impact. 28 days holiday rising with service and including bank holidays Pension scheme Onsite parking Pool vehicles - 24 hours use Expensed mileage and lunch Should you wish to apply for the role or want to learn a little more about it, you can contact Josie Evans, at
May 01, 2024
Full time
System/Network Engineer Upto -£40,000 per anum - DOE of 3rd line support Full time hours - Flexible choice between 8.30am and 5.30pm Office, home and field based. Full driving licence required. Everpool Recruitment, are looking for an experienced Networking Engineer, to join our client based In Runcorn, the role is commutable from Mersey side, Cheshire or Manchester regions and is an office and site based position, with some remote working available.Are you passionate about working in telecommunications, with skills and experience established up to 3rd line infrastructure and helpdesk support? Do you thrive in an environment, of shared learning and developing ideas in a team? Our client is all about development and encouraging education as well as coaching team members to the best of their ability and you'll have a responsibility to train others too. About them; Our client is revolutionising the telecoms industry. Working with a number of different customers, in a variety of sectors to bring smoother connection, telephony, and desk top support forward!They have a commitment to looking after their large nationwide client base, and delivering excellent service, whilst transforming the way people connect and communicate digitally and the Network Engineer, will play a pivotal role in the process. About you? As a Systems/Network Engineer, you will play a pivotal role in designing, implementing, and optimizing customers Network infrastructure.You must be upskilled to 3rd line experience, with the understanding that this role will still include 1st and 2nd line trouble shooting, over desk based queires. You must have experience with Network Infrastructure and installation/configuration. From deploying technologies to ensuring seamless connectivity, you'll be instrumental in maintaining the systems and hardware for their substantial customer base. You should be a team player, willing to bring new and fresh ideas to the department, able to work well with in a team, being able to motivate yourself and others along the way. You'll need to be able to prioritise and reprioritise quickly, working to strict timeframes and able to manage in a pressurised environment. Allow flexibility, whilst our client is happy for you to pick your working hours between Monday - Friday, we also ask for you to remain flexible around customer needs when on site too. Key Responsibilities: Design, configure, and maintain network infrastructure components:Providing 1st 2nd and 3rd line support. Install and configure network switches, routers, Wi-Fi networks and firewalls. Set up & Support clients with applications such as Microsoft 365. Install and administrate servers, laptops and PCs including operating systems and applications. Configure and administrate of the Network Attached Storage (NAS) data appliances. Perform system backups and recovery Implement network security measures to safeguard against cyber threats. Monitor network performance and troubleshoot issues to ensure maximum uptime. Working closely across all divisions, help desk, sales, and provisions to implement new technologies and initiatives. Hands on experience required to complete the role: Proficiency in networking protocols and technologies (LAN, WAN, VPN). Configuring DHCP and DNS. End user management - Local PC Configurations, (MACD) Experience and understanding of network cabling and rack design - Including the configuration of switches and routers. Understanding of incidents and service requests (network including LAN, ADSL, FTTC, FTTP, ETHERNET, ECT). Virtualisation software (Hyper-V) - using/managing VMs. Enterprise server operating systems (OS) (Windows Server 2012R2& Linux). Microsoft 365, exchange on-line, SharePoint and Azure. NAS - monitoring and storage assignments. Hands-on experience with network equipment (routers, switches, firewalls) from leading vendors. Strong analytical and problem-solving skills with a proactive approach to challenges. Excellent communication and interpersonal skills, as well as a great customer service manner. Additional information and what's on offer? Offering genuine flexible working, diversity, and inclusion within the team. You will be joining a small technical team, where you can make your mark and look to progress and further develop your skills and leadership. Company hotel credit card Here, you'll have the opportunity to work with industry experts, tackle complex challenges, and make a meaningful impact. 28 days holiday rising with service and including bank holidays Pension scheme Onsite parking Pool vehicles - 24 hours use Expensed mileage and lunch Should you wish to apply for the role or want to learn a little more about it, you can contact Josie Evans, at
Location: East Dorset Salary : Up to £45K DOE Hours : 8.30am-5pm Mon-Fri Benefits : 23 days holiday + bank holidays, rising to 25 days after 2 years, free parking, pension. PLEASE NOTE DUE TO THE LOCATION OF THIS ROLE YOU MUST DRIVE AND HAVE YOUR OWN TRANSPORT. Aspire Jobs are working with our well-established Telecoms and IT solutions client who are now looking to recruit an Operations Manager to join their growing team. The Operations Manager role will suit someone with a Technical, IT or Telecoms background with strong people management skills. Within this vital role you will be responsible for overseeing and developing their IT and Telecoms technical department, that is responsible for implementing and supporting the solutions that our client supply. The role is integral to delivering the quality of services and support that have given the Company an excellent reputation within the local customer base. There is a great opportunity to play an important role in the development of the services and strategy of the department and the company as a whole in an ever-developing marketplace and as they continue to evolve and grow as a business. Key Responsibilities: Managing and developing a team of ten plus staff including helpdesk and field engineers. Carrying out a regular structured review process. Developing and overseeing staff training plans. Managing and developing systems and processes. Identifying opportunities to improve operations and developing/executing these as projects where appropriate. Driving sales opportunities from technical operations. Upholding and cultivating the culture of the Company. Integrating staff and processes with other departments and into the overall business strategy. Working closely with Senior Management Team to make plans and strategies for the development of the department and the business. The successful candidate will have: Proven people management skills Knowledge of IT and Telecoms Solutions Proven experience of improving service delivery in terms of quality and efficiency Ability to lead and develop a team of technical staff Ability to be calm and effective in reactive and pressurized situations Proactive in finding opportunities to develop staff, services and processes Ability to instil a positive ethos of teamwork, customer service and responsibility A blend of commercial, service and technical awareness and understanding Ability to plan and manage resources effectively Ability to build rapport and relationships with staff, customers and suppliers alike
Apr 30, 2024
Full time
Location: East Dorset Salary : Up to £45K DOE Hours : 8.30am-5pm Mon-Fri Benefits : 23 days holiday + bank holidays, rising to 25 days after 2 years, free parking, pension. PLEASE NOTE DUE TO THE LOCATION OF THIS ROLE YOU MUST DRIVE AND HAVE YOUR OWN TRANSPORT. Aspire Jobs are working with our well-established Telecoms and IT solutions client who are now looking to recruit an Operations Manager to join their growing team. The Operations Manager role will suit someone with a Technical, IT or Telecoms background with strong people management skills. Within this vital role you will be responsible for overseeing and developing their IT and Telecoms technical department, that is responsible for implementing and supporting the solutions that our client supply. The role is integral to delivering the quality of services and support that have given the Company an excellent reputation within the local customer base. There is a great opportunity to play an important role in the development of the services and strategy of the department and the company as a whole in an ever-developing marketplace and as they continue to evolve and grow as a business. Key Responsibilities: Managing and developing a team of ten plus staff including helpdesk and field engineers. Carrying out a regular structured review process. Developing and overseeing staff training plans. Managing and developing systems and processes. Identifying opportunities to improve operations and developing/executing these as projects where appropriate. Driving sales opportunities from technical operations. Upholding and cultivating the culture of the Company. Integrating staff and processes with other departments and into the overall business strategy. Working closely with Senior Management Team to make plans and strategies for the development of the department and the business. The successful candidate will have: Proven people management skills Knowledge of IT and Telecoms Solutions Proven experience of improving service delivery in terms of quality and efficiency Ability to lead and develop a team of technical staff Ability to be calm and effective in reactive and pressurized situations Proactive in finding opportunities to develop staff, services and processes Ability to instil a positive ethos of teamwork, customer service and responsibility A blend of commercial, service and technical awareness and understanding Ability to plan and manage resources effectively Ability to build rapport and relationships with staff, customers and suppliers alike
IT Support, IT Technician, Microsoft/ Windows, Networking, Server, Telephony, Support. A charity organisation are looking for an IT Support Technician who can work on-site in their Snetterton office for a 12 month fixed term contract initially which is likely to go permanent after this period. Rare travel may be required to their other sites across the UK. The role will encompass both the Helpdesk and IT Technician responsibilities to include new builds and repairs, network and server maintenance, telecoms improvements as well as project support. Experience with (most of) the following are required: Windows Operating Systems (Pro/Enterprise & Server) Windows Server - DHCP, DNS, Active Directory, Print and Networking (including routers, switches, cabling, APs) Mobile Operating Systems (Android & iOS) M365 administration (including Entra ID, Intune, SharePoint, Exchange Online) IT Support, IT Technician, Microsoft/ Windows, Networking, Server, Telephony, Support.
Apr 30, 2024
Full time
IT Support, IT Technician, Microsoft/ Windows, Networking, Server, Telephony, Support. A charity organisation are looking for an IT Support Technician who can work on-site in their Snetterton office for a 12 month fixed term contract initially which is likely to go permanent after this period. Rare travel may be required to their other sites across the UK. The role will encompass both the Helpdesk and IT Technician responsibilities to include new builds and repairs, network and server maintenance, telecoms improvements as well as project support. Experience with (most of) the following are required: Windows Operating Systems (Pro/Enterprise & Server) Windows Server - DHCP, DNS, Active Directory, Print and Networking (including routers, switches, cabling, APs) Mobile Operating Systems (Android & iOS) M365 administration (including Entra ID, Intune, SharePoint, Exchange Online) IT Support, IT Technician, Microsoft/ Windows, Networking, Server, Telephony, Support.
Our reputable and award-winning client is seeking an IT Support Engineer to join their team in Saint Leonards. MFK Recruitment has successfully placed 32 IT candidates to the group in the past 5 years, 24 are still with the company! Our client is well known for retaining their employees, due to the culture and career progression opportunities. The company specialises in the design, implementation, and support of a range of Cloud services and business applications including I.T. managed services, I.T. infrastructure support, hosted collaboration, and mobile communication solutions. What will the IT Support Engineer be doing day-to-day? This is an opportunity to work for a dynamic and fast-growing organisation. The purpose of the role is to install and support IT systems and infrastructure for our clients. We are looking for a capable Technical Engineer (2nd line level) with a proven history supporting and maintaining on-premise and cloud environments, and experience working for an MSP implementing and administering Microsoft Azure, Microsoft 365 suite, Hyper-V & Telecoms systems. Overview of the IT Support Engineer role: Provide technical support for a wide variety of current and new technologies for a range of SMB and Enterprise clients. Provide technical guidance and resolve issues within SLA guidelines. Assist with managing company internal IT systems. Work closely with Sales Account Managers and clients to develop proposals that are technically ratified. Assist with IT project implementations, from planning and design, through to completion. Accurately record all support calls in our ticket management system Proactively monitor support queues and respond in a timely way Maintain all internal performance targets Carry out scheduled maintenance and updates on client environments Always follow a best practice approach to cyber and network security Maintain a polite and professional approach at all times Liaise with third party vendors to resolve customer issues where necessary Prepare hardware prior to delivery including deploying OS image, Microsoft 365, security application Assist with onsite client deployments Visit client sites to conclude escalated helpdesk support cases IT Support Engineer - Skills and experience: Microsoft technologies: 365, Azure, Windows, AD, Server OS Cyber security: firewalls, web filters, advanced protection and recovery Networking: Configuring, maintaining & troubleshooting Cloud technologies: 365, Azure, SharePoint, OneDrive Configuring & maintaining devices with Microsoft Endpoint Management Virtualisation: VMware / Hyper-V Backup solutions: On-prem & cloud Telecoms: Microsoft Teams & Splicecom systems OS Support: Windows & Apple Willing to travel to customer sites Flexible with work hours, successful candidate will take part in an extended support rota A passion for a wide range of enterprise grade infrastructure technology is essential (networking, server and endpoint, cloud, security) Experience of working with and supporting a range of information technologies. A minimum of three years' experience in a similar IT role Desirable Qualifications: Microsoft Certified - Azure or 365 related Cisco CompTIA
Apr 29, 2024
Full time
Our reputable and award-winning client is seeking an IT Support Engineer to join their team in Saint Leonards. MFK Recruitment has successfully placed 32 IT candidates to the group in the past 5 years, 24 are still with the company! Our client is well known for retaining their employees, due to the culture and career progression opportunities. The company specialises in the design, implementation, and support of a range of Cloud services and business applications including I.T. managed services, I.T. infrastructure support, hosted collaboration, and mobile communication solutions. What will the IT Support Engineer be doing day-to-day? This is an opportunity to work for a dynamic and fast-growing organisation. The purpose of the role is to install and support IT systems and infrastructure for our clients. We are looking for a capable Technical Engineer (2nd line level) with a proven history supporting and maintaining on-premise and cloud environments, and experience working for an MSP implementing and administering Microsoft Azure, Microsoft 365 suite, Hyper-V & Telecoms systems. Overview of the IT Support Engineer role: Provide technical support for a wide variety of current and new technologies for a range of SMB and Enterprise clients. Provide technical guidance and resolve issues within SLA guidelines. Assist with managing company internal IT systems. Work closely with Sales Account Managers and clients to develop proposals that are technically ratified. Assist with IT project implementations, from planning and design, through to completion. Accurately record all support calls in our ticket management system Proactively monitor support queues and respond in a timely way Maintain all internal performance targets Carry out scheduled maintenance and updates on client environments Always follow a best practice approach to cyber and network security Maintain a polite and professional approach at all times Liaise with third party vendors to resolve customer issues where necessary Prepare hardware prior to delivery including deploying OS image, Microsoft 365, security application Assist with onsite client deployments Visit client sites to conclude escalated helpdesk support cases IT Support Engineer - Skills and experience: Microsoft technologies: 365, Azure, Windows, AD, Server OS Cyber security: firewalls, web filters, advanced protection and recovery Networking: Configuring, maintaining & troubleshooting Cloud technologies: 365, Azure, SharePoint, OneDrive Configuring & maintaining devices with Microsoft Endpoint Management Virtualisation: VMware / Hyper-V Backup solutions: On-prem & cloud Telecoms: Microsoft Teams & Splicecom systems OS Support: Windows & Apple Willing to travel to customer sites Flexible with work hours, successful candidate will take part in an extended support rota A passion for a wide range of enterprise grade infrastructure technology is essential (networking, server and endpoint, cloud, security) Experience of working with and supporting a range of information technologies. A minimum of three years' experience in a similar IT role Desirable Qualifications: Microsoft Certified - Azure or 365 related Cisco CompTIA
Our client is looking for a new Helpdesk & Support Advisor due to continued growth. We are looking to attract an individual who is already experienced in VoIP, or someone from a telecoms background who would be keen to take on additional training to progress their career further. Our client is successful in their industry and has agreements with major UK networks and carriers, and they pride themselves on the services and products they offer. They are looking for individuals who are passionate about their role and who want to join a recognised leader. The Role: Fault diagnosis and efficient management to resolution Establish customer requirements and assess their needs through to implementation Escalating queries and concerns where necessary Provisioning products and services Working with a wide range of products and services including Hosted Telephony (VoIP), Connectivity, UC, WLR The Individual: VOIP and / or telecoms experience Technical knowledge and understanding Ability to multi-task and work under pressure A desire to work as part of a team to generate fresh and innovative ideas High attention to detail in all tasks undertaken Accurately record all work-related information and accounts as applicable for the team Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website. Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
Apr 26, 2024
Full time
Our client is looking for a new Helpdesk & Support Advisor due to continued growth. We are looking to attract an individual who is already experienced in VoIP, or someone from a telecoms background who would be keen to take on additional training to progress their career further. Our client is successful in their industry and has agreements with major UK networks and carriers, and they pride themselves on the services and products they offer. They are looking for individuals who are passionate about their role and who want to join a recognised leader. The Role: Fault diagnosis and efficient management to resolution Establish customer requirements and assess their needs through to implementation Escalating queries and concerns where necessary Provisioning products and services Working with a wide range of products and services including Hosted Telephony (VoIP), Connectivity, UC, WLR The Individual: VOIP and / or telecoms experience Technical knowledge and understanding Ability to multi-task and work under pressure A desire to work as part of a team to generate fresh and innovative ideas High attention to detail in all tasks undertaken Accurately record all work-related information and accounts as applicable for the team Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website. Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion. By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you. Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities employer.
Armstrong Knight is delighted to be recruiting on behalf of large retail business specialising in the distribution of machinery and powertools, with over 65 stores across the UK. Our client is now seeking an Infrastructure Manager to join the business, situated in the Nottingham Head Office. Position: Network / Infrastructure Manager Responsible to: IT & Systems Manager Responsible for: Maintain, develop, optimise, audit and safeguard the Group IT Network and Infrastructure Principle responsibilities and duties: o Management - Proactive management of the Network team to: o Provide effective support and maintenance of existing network o Maintain the integrity of the Group IT Network & Infrastructure requirements o Facilitate site-specific installations for both replacement PCs and new store systems o Mentor or provide guidance to junior members of the team. Produce annual risk assessments and work with business insurers and auditors to maintain the integrity of group Information Systems. Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements. Participate in the development of IT strategies in collaboration with the Senior Management team. Interact, negotiate and manage relationships with vendors, outsourcers, and contractors to secure infrastructure products and services. Assisting in providing hands-on Infrastructure support when required Manage & facilitate the PCI compliance across the Group, together with any required questionnaires/audits with third part suppliers. Proactive management of Telecoms / Security / alarm providers, auditing of service levels, negotiating contracts for discussion / approval by the Senior Management Team Development - To maintain and improve the Group wide network and associated servers and the development of new procedures and work practices along with the Group Management. Proactive management of all ongoing IT projects Direct the development and oversee the implementation of business processes, company policies (Information Security, Network Security, Business Continuity Management etc) and controls so that all relevant legislative and compliance requirements (PCI, GDPR, Licensing agreements) are fulfilled. Implement a 'bestpractise', Service Desk Management function for the group. Create and maintain written documentation for user / system manuals, license agreements and documentation relating to modifications and upgrades. Develop SOP's (Standard Operating Procedures) for best practice Service Delivery and ensure written protocols and guidelines are provided for all staff across the group. Create budgets for cap ex projects for management to discuss and manage the op ex budgets for the IT department and the group. Housekeeping - Documentation, risk assessments, policies, procedures and business process mapping, disaster recovery plans, information security and compliance, archiving, monitoring of usages, software upgrades, web usage, licenses, penetration and cybercrime and insurance Troubleshooting system and network problems Installing and configuring computer hardware, operating systems and applications and specific site installations for replacement PC's, Laptops, Tablets and new store systems Teamwork and Communication - Proactive communication and liaison with external contractors and suppliers such as Polestar (where necessary) to ensure that external support is carried out in a timely manner in line with Group purchasing guidelines Effective communication and liaison with all internal departments including internal audit, stores and external suppliers to provide first line and second line IT response regarding: o Hardware and Software support o Hardware Repairs o Replenishment of consumables Security and Back Ups - Ensure all systems are backed up and disks are taken off site where required Ensure security levels are sufficient to avoid risk of cybercrime or attacks Business Support - 1st and 2nd line support, diagnosing hardware and software faults and solve technical and applications problems. Helpdesk activities on back- office applications Monitor the system downtime performance and work with Polestar to ensure that the systems are operating at maximum performance Management Information - To provide information and reports to the management and other departments as required Other: Maintain Group confidentiality at all times Working out of hours as required to maintain systems and business requirements Occasional travel and overnight stays will be required Promote and maintain safe working practices in all areas Report to senior personnel any breach of security or any act of dishonesty by a member of the public, visitor or member of staff Any other reasonable duties as required Limits to Authority: • Comply with operational practice as determined by the Director • Comply with accounting/administration practices as determined by the Management Accountant • Comply with HR and Payroll working practices as determined by HR Manager • Comply with Health & Safety Regulations as determined by the Health & Safety Manager • Comply with Fleet policy as determined by Aftersales & Fleet Manager
Apr 25, 2024
Full time
Armstrong Knight is delighted to be recruiting on behalf of large retail business specialising in the distribution of machinery and powertools, with over 65 stores across the UK. Our client is now seeking an Infrastructure Manager to join the business, situated in the Nottingham Head Office. Position: Network / Infrastructure Manager Responsible to: IT & Systems Manager Responsible for: Maintain, develop, optimise, audit and safeguard the Group IT Network and Infrastructure Principle responsibilities and duties: o Management - Proactive management of the Network team to: o Provide effective support and maintenance of existing network o Maintain the integrity of the Group IT Network & Infrastructure requirements o Facilitate site-specific installations for both replacement PCs and new store systems o Mentor or provide guidance to junior members of the team. Produce annual risk assessments and work with business insurers and auditors to maintain the integrity of group Information Systems. Design and implement short- and long-term strategic plans to ensure infrastructure capacity meets existing and future requirements. Participate in the development of IT strategies in collaboration with the Senior Management team. Interact, negotiate and manage relationships with vendors, outsourcers, and contractors to secure infrastructure products and services. Assisting in providing hands-on Infrastructure support when required Manage & facilitate the PCI compliance across the Group, together with any required questionnaires/audits with third part suppliers. Proactive management of Telecoms / Security / alarm providers, auditing of service levels, negotiating contracts for discussion / approval by the Senior Management Team Development - To maintain and improve the Group wide network and associated servers and the development of new procedures and work practices along with the Group Management. Proactive management of all ongoing IT projects Direct the development and oversee the implementation of business processes, company policies (Information Security, Network Security, Business Continuity Management etc) and controls so that all relevant legislative and compliance requirements (PCI, GDPR, Licensing agreements) are fulfilled. Implement a 'bestpractise', Service Desk Management function for the group. Create and maintain written documentation for user / system manuals, license agreements and documentation relating to modifications and upgrades. Develop SOP's (Standard Operating Procedures) for best practice Service Delivery and ensure written protocols and guidelines are provided for all staff across the group. Create budgets for cap ex projects for management to discuss and manage the op ex budgets for the IT department and the group. Housekeeping - Documentation, risk assessments, policies, procedures and business process mapping, disaster recovery plans, information security and compliance, archiving, monitoring of usages, software upgrades, web usage, licenses, penetration and cybercrime and insurance Troubleshooting system and network problems Installing and configuring computer hardware, operating systems and applications and specific site installations for replacement PC's, Laptops, Tablets and new store systems Teamwork and Communication - Proactive communication and liaison with external contractors and suppliers such as Polestar (where necessary) to ensure that external support is carried out in a timely manner in line with Group purchasing guidelines Effective communication and liaison with all internal departments including internal audit, stores and external suppliers to provide first line and second line IT response regarding: o Hardware and Software support o Hardware Repairs o Replenishment of consumables Security and Back Ups - Ensure all systems are backed up and disks are taken off site where required Ensure security levels are sufficient to avoid risk of cybercrime or attacks Business Support - 1st and 2nd line support, diagnosing hardware and software faults and solve technical and applications problems. Helpdesk activities on back- office applications Monitor the system downtime performance and work with Polestar to ensure that the systems are operating at maximum performance Management Information - To provide information and reports to the management and other departments as required Other: Maintain Group confidentiality at all times Working out of hours as required to maintain systems and business requirements Occasional travel and overnight stays will be required Promote and maintain safe working practices in all areas Report to senior personnel any breach of security or any act of dishonesty by a member of the public, visitor or member of staff Any other reasonable duties as required Limits to Authority: • Comply with operational practice as determined by the Director • Comply with accounting/administration practices as determined by the Management Accountant • Comply with HR and Payroll working practices as determined by HR Manager • Comply with Health & Safety Regulations as determined by the Health & Safety Manager • Comply with Fleet policy as determined by Aftersales & Fleet Manager
PLANET RECRUITMENT SERVICES LTD
St. Leonards-on-sea, Sussex
Role: 2nd Line Engineer Location: St Leonards-On-Sea Salary: 28k-35K Summary: We are looking for a capable Technical Engineer (2nd line level) with proven history supporting and maintaining on premise and cloud environments, experience working for an MSP implementing and administering Microsoft Azure, Microsoft 365 suite, Hyper-V & Telecoms systems. Role: Provide technical support for a wide variety of current and new technologies for a range of SMB and Enterprise clients. Provide technical guidance and resolve issues within SLA guidelines. Assist with managing company internal IT systems. Work closely with Sales Account Managers and clients to develop proposals that are technically ratified. Assist with IT project implementations, from planning and design, through to completion. Accurately record all support calls in our ticket management system Proactively monitor support queues and respond in a timely way Maintain all internal performance targets Carry out scheduled maintenance and updates on client environments Always follow a best practice approach to cyber and network security Maintain a polite and professional approach at all times Liaise with third party vendors to resolve customer issues where necessary Prepare hardware prior to delivery including deploying OS image, Microsoft 365, security application Assist with onsite client deployments Visit client sites to conclude escalated helpdesk support cases Skills: Microsoft technologies: 365, Azure, Windows, AD, Server OS Cyber security: firewalls, web filters, advanced protection and recovery Networking: Configuring, maintaining & troubleshooting Cloud technologies: 365, Azure, SharePoint, OneDrive Configuring & maintaining devices with Microsoft Endpoint Management Virtualisation: VMware / Hyper-V Backup solutions: On-prem & cloud Telecoms: Microsoft Teams & Splicecom systems OS Support: Windows & Apple Willing to travel to customer sites within the UK Flexible with work hours, successful candidate will take part in an extended support rota A passion for a wide range of enterprise grade infrastructure technology is essential (networking, server and endpoint, cloud, security) Experience of working with and supporting a range of information technologies. A minimum of three years' experience in a similar IT role INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
Apr 25, 2024
Full time
Role: 2nd Line Engineer Location: St Leonards-On-Sea Salary: 28k-35K Summary: We are looking for a capable Technical Engineer (2nd line level) with proven history supporting and maintaining on premise and cloud environments, experience working for an MSP implementing and administering Microsoft Azure, Microsoft 365 suite, Hyper-V & Telecoms systems. Role: Provide technical support for a wide variety of current and new technologies for a range of SMB and Enterprise clients. Provide technical guidance and resolve issues within SLA guidelines. Assist with managing company internal IT systems. Work closely with Sales Account Managers and clients to develop proposals that are technically ratified. Assist with IT project implementations, from planning and design, through to completion. Accurately record all support calls in our ticket management system Proactively monitor support queues and respond in a timely way Maintain all internal performance targets Carry out scheduled maintenance and updates on client environments Always follow a best practice approach to cyber and network security Maintain a polite and professional approach at all times Liaise with third party vendors to resolve customer issues where necessary Prepare hardware prior to delivery including deploying OS image, Microsoft 365, security application Assist with onsite client deployments Visit client sites to conclude escalated helpdesk support cases Skills: Microsoft technologies: 365, Azure, Windows, AD, Server OS Cyber security: firewalls, web filters, advanced protection and recovery Networking: Configuring, maintaining & troubleshooting Cloud technologies: 365, Azure, SharePoint, OneDrive Configuring & maintaining devices with Microsoft Endpoint Management Virtualisation: VMware / Hyper-V Backup solutions: On-prem & cloud Telecoms: Microsoft Teams & Splicecom systems OS Support: Windows & Apple Willing to travel to customer sites within the UK Flexible with work hours, successful candidate will take part in an extended support rota A passion for a wide range of enterprise grade infrastructure technology is essential (networking, server and endpoint, cloud, security) Experience of working with and supporting a range of information technologies. A minimum of three years' experience in a similar IT role INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
Senior Assurance Engineer - Pioneering Telecoms/ISP - Manchester! Prestigious opportunity with a pioneering Telecoms/ISP for a Senior Assurance Engineer. As one of our Senior Assurance Engineers you will be responsible for:- Managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity Reviewing customer technical demands and instructions and assist internal team and customers to identify the best resolution for them. Providing problem-solving and innovation skills to attend to several technical challenges Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance Advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction You will be delivering remote (e.g., telephone, online) post-sales troubleshooting and diagnostic support services to ensure that all products and services function properly. In order to resolve technical support inquiries directly or indirectly through onsite and/or remote first-level support representatives, a combination of some of the following skills is essential:- Awareness of Telecommunications, ISP or Technology organisations 1st line support, Customer support or Helpdesk support A responsible attitude Ability to prioritise work Good at planning ahead Remaining calm under pressure Decision-making abilities Technical Skills Time management Ability to have authority but tactful with it Accurate record keeping What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Nov 04, 2021
Full time
Senior Assurance Engineer - Pioneering Telecoms/ISP - Manchester! Prestigious opportunity with a pioneering Telecoms/ISP for a Senior Assurance Engineer. As one of our Senior Assurance Engineers you will be responsible for:- Managing customer demands to ensure maximum satisfaction, and to maintain quality over quantity Reviewing customer technical demands and instructions and assist internal team and customers to identify the best resolution for them. Providing problem-solving and innovation skills to attend to several technical challenges Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance Advising customers on preventative maintenance and configuration adjustments to improve product performance and customer satisfaction You will be delivering remote (e.g., telephone, online) post-sales troubleshooting and diagnostic support services to ensure that all products and services function properly. In order to resolve technical support inquiries directly or indirectly through onsite and/or remote first-level support representatives, a combination of some of the following skills is essential:- Awareness of Telecommunications, ISP or Technology organisations 1st line support, Customer support or Helpdesk support A responsible attitude Ability to prioritise work Good at planning ahead Remaining calm under pressure Decision-making abilities Technical Skills Time management Ability to have authority but tactful with it Accurate record keeping What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Founded in 2004, we are a forward thinking, ambitious Telecoms and IT provider, based on the South Coast. Our values are: Respect Integrity Teamwork Ambition If you share our values and want to work for a forward-thinking, growing business, then please read on. We are currently recruiting for an Internal Technical Support Advisor. You would be joining our team providing remote and onsite support for Focus Group. The role will 1st/2nd line support to our 500 employees. Daily support would include working from a help desk queue, working with colleagues to resolve issues and completing tasks within the SLA's. Be responsible for dealing with 2nd line support issues for our own employees A natural problem solver, you are willing to deliver tasks individually whilst integrating with a friendly team. Conscientious with a strong work ethic, energy, and resourcefulness to deliver change. Excellent time management and prioritisation skills. Essential Skills Experience in an IT support role. Ideally worked on an IT Support Helpdesk previously, in a managed service environment. Excellent telephone and remote support skills. Excellent communication and organisation skills. Experience in Windows Server & Desktop OS, Exchange, Office 365 and other standard Microsoft packages. Experience in networking (firewalls, routers, switches, VPN, wireless). Experience with VLANs, Hyper V, VM Ware and other virtual technologies. Desired Skills Experience with Mac OS X, Linux & Android. Cloud knowledge: Office 365 and other Backup Software: Windows Server Backup, Veeam, Symantec, Attix or StorageCraft Experience with Cisco firewalls and switches. Experience with SQL, VOIP, SANS. We offer lots of opportunities to develop and further our employees' careers offering training and personal development plans. We are a very sociable Company and regularly hold events such as Pub Quizzes, Sports Events, Awards Ceremonies and many more. We will continue to grow as a Company which will create exciting opportunities for employees of Focus Group. If you like the sound of this role, please apply on-line today
Nov 04, 2021
Full time
Founded in 2004, we are a forward thinking, ambitious Telecoms and IT provider, based on the South Coast. Our values are: Respect Integrity Teamwork Ambition If you share our values and want to work for a forward-thinking, growing business, then please read on. We are currently recruiting for an Internal Technical Support Advisor. You would be joining our team providing remote and onsite support for Focus Group. The role will 1st/2nd line support to our 500 employees. Daily support would include working from a help desk queue, working with colleagues to resolve issues and completing tasks within the SLA's. Be responsible for dealing with 2nd line support issues for our own employees A natural problem solver, you are willing to deliver tasks individually whilst integrating with a friendly team. Conscientious with a strong work ethic, energy, and resourcefulness to deliver change. Excellent time management and prioritisation skills. Essential Skills Experience in an IT support role. Ideally worked on an IT Support Helpdesk previously, in a managed service environment. Excellent telephone and remote support skills. Excellent communication and organisation skills. Experience in Windows Server & Desktop OS, Exchange, Office 365 and other standard Microsoft packages. Experience in networking (firewalls, routers, switches, VPN, wireless). Experience with VLANs, Hyper V, VM Ware and other virtual technologies. Desired Skills Experience with Mac OS X, Linux & Android. Cloud knowledge: Office 365 and other Backup Software: Windows Server Backup, Veeam, Symantec, Attix or StorageCraft Experience with Cisco firewalls and switches. Experience with SQL, VOIP, SANS. We offer lots of opportunities to develop and further our employees' careers offering training and personal development plans. We are a very sociable Company and regularly hold events such as Pub Quizzes, Sports Events, Awards Ceremonies and many more. We will continue to grow as a Company which will create exciting opportunities for employees of Focus Group. If you like the sound of this role, please apply on-line today
1st Line Telecoms Helpdesk Engineer - Whiteley - Competitive Salary & Benefits Taylor Made Computer Solutions is looking for a 1st Line Telecoms Helpdesk Engineer to join a talented team currently working with a range of customers across the telecoms industry. Why Join Us? Taylor Made Computer Solutions is a fast growing tech company where we empower each other to provide our customers with the b...... click apply for full job details
Mar 18, 2021
Full time
1st Line Telecoms Helpdesk Engineer - Whiteley - Competitive Salary & Benefits Taylor Made Computer Solutions is looking for a 1st Line Telecoms Helpdesk Engineer to join a talented team currently working with a range of customers across the telecoms industry. Why Join Us? Taylor Made Computer Solutions is a fast growing tech company where we empower each other to provide our customers with the b...... click apply for full job details
Customer Support Engineer required by a well-established business based in Poole to join their Technical Support team. Outstanding customer service and a professional confident manner is essential for this role.
Duties:
* Minimise the impact of faults for IT, applications and telephony solutions
* Undertake occasional customer site visits and provide on-going support
* Maintain a record of customer issues and resolutions
Requirements:
* Must have commercial experience working in a technical support role
* Experience with Microsoft operating systems and server infrastructure including event logs/PHP logs, file management, PC utilities, and Active Directory administration
Must also have skills in one or more of the following:
* SQL
* PHP (or similar)
* Databases (simple diagnostics, web services, synchronisation, patching, backups, failovers)
* Voice Technologies/Telecoms (e.g. VOIP, contact centre, PBX, PSTN, IVRs, TCP/IP, SIP, DNS etc.)
* Networking Diagnostics (configurations, routing, switching, Firewalls)
* Server Hardware (diagnostics, repair, build, installations, restorations, etc.)
* Strong problem solving and troubleshooting skills
Full UK driving license or realistic plan to obtain a driving license is essential (travel to other sites may be required occasionally)
Please note that once proficient and trained, this role may require occasional support on a rota outside of working hours and at weekends where necessary. You will be paid double your hourly rate for any overtime. You may also be required to visit customer sites occasionally.
Working hours: Monday to Friday 8:00am – 4:30pm / 9:30am – 6:00pm (alternating weekly).
Contact Bond Williams IT Recruitment in Bournemouth to discuss this opportunity in further detail.
Keywords: IT Support, Technical Support, IT Helpdesk, Service Desk, 2nd Line Support, Hardware Support, Software Support, Networking, Telephony, Application Support, SQL, VOIP, Telecommunications.
Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency
Oct 29, 2018
Customer Support Engineer required by a well-established business based in Poole to join their Technical Support team. Outstanding customer service and a professional confident manner is essential for this role.
Duties:
* Minimise the impact of faults for IT, applications and telephony solutions
* Undertake occasional customer site visits and provide on-going support
* Maintain a record of customer issues and resolutions
Requirements:
* Must have commercial experience working in a technical support role
* Experience with Microsoft operating systems and server infrastructure including event logs/PHP logs, file management, PC utilities, and Active Directory administration
Must also have skills in one or more of the following:
* SQL
* PHP (or similar)
* Databases (simple diagnostics, web services, synchronisation, patching, backups, failovers)
* Voice Technologies/Telecoms (e.g. VOIP, contact centre, PBX, PSTN, IVRs, TCP/IP, SIP, DNS etc.)
* Networking Diagnostics (configurations, routing, switching, Firewalls)
* Server Hardware (diagnostics, repair, build, installations, restorations, etc.)
* Strong problem solving and troubleshooting skills
Full UK driving license or realistic plan to obtain a driving license is essential (travel to other sites may be required occasionally)
Please note that once proficient and trained, this role may require occasional support on a rota outside of working hours and at weekends where necessary. You will be paid double your hourly rate for any overtime. You may also be required to visit customer sites occasionally.
Working hours: Monday to Friday 8:00am – 4:30pm / 9:30am – 6:00pm (alternating weekly).
Contact Bond Williams IT Recruitment in Bournemouth to discuss this opportunity in further detail.
Keywords: IT Support, Technical Support, IT Helpdesk, Service Desk, 2nd Line Support, Hardware Support, Software Support, Networking, Telephony, Application Support, SQL, VOIP, Telecommunications.
Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: 12th November 2018
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: 4th November 2018
Oct 23, 2018
Intern
Salary: £157.50 - £293.63 p/w
Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break
Total hours per week: 37.50
Duration: 24 Months
Start Date: 12th November 2018
About Good Energy
Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change.
Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions.
Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone.
The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the
As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation.
Apprenticeship summary
Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets.
Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to:
New user accounts setup (Active Directory/Exchange/Shortel telephony etc.)
Account permission modification (In line with approval process)
Remote deployment of software packages
Account retirement in accordance with leaver’s procedures
Provide application support including, but not limited to:
Responding to user queries
Investigating application errors
Escalate tickets to Senior Service Desk Analyst as required
Self-Manage assigned activities
Support the Service Desk and Governance Lead
Provide, to support Service Desk ticket resolution
Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload
Contribute to the creation, maintenance and continual improvement of service desk processes/documentation
At all times follow and support all relevant departmental policies, guidelines, processes and other documentation
Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself
Support the IT & Digital Department in other activities
Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer
Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues
Requirements and prospects
Desired skills
A passion for developing your Hardware/Software diagnosis and troubleshooting skills
Self-starter capability
Strong verbal and written communication skills
Experience of gathering key information to allow decisions to be taken
Attention to detail
Team player with strong interpersonal skills
Ability to promote a professional perception of the department to others
Ability to prioritise a varied and demanding workload to hit agreed deadlines
Confidence getting to grips with unfamiliar IT applications and software
Adaptability: able to thrive in an evolving work environment
Ability to work under pressure during times of high calls volumes and high impacting incidents.
Experience with Windows 7 and Windows 10
Personal qualities
Works in a way which role models our purpose & values:
Our Purpose: ‘Powering the choice of cleaner greener future, together’
Straightforward
We are straightforward in how we communicate with each other and get things done
Determined
We are determined and resilient, overcoming challenges to realise our purpose together
Inclusive
We value people’s differences and recognise the strength they give us when we work together
Fair
In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders
Desired qualifications
Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English.
All applicants will be required to complete initial assessments in Maths and English.
Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment.
Future prospects
May lead to permanent employment for the right candidate on completion of the apprenticeship.
An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms.
Things to consider
Driving licence preferable but not essential
You must be able to get to and from the place of work and college in a timely manner
Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience
To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course
Closing Date: 4th November 2018
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Part time
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Part time
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
1st Line Support Analyst, Cardiff
My client, a successful software house and a leader in their marketplace are seeking an enthusiastic individual who is keen on a career in IT to join their growing support team.
Within this role you will be responsible for the following;
* Providing 1st line support
* Logging & prioritising calls
* Updating helpdesk system
Training is provided and includes;
* Training on the software production processes
* In-depth training of my clients software
* Learning my clients industry
To be considered for this role you will need good written and verbal communication skills and be keen to learn.
So, if you are an outgoing individual with an interest in software support then this role could be a good match for you!!! As well as a salary up to £20k (depending on experience) my client offer a good benefits package and genuine career progression.
.
The People Network is acting as an Employment Business in relation to this vacancy.
The company is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity
The People Network is part of the Pertemps Network Group of companies and is a specialist IT and technical recruitment consultancy with offices in London, Birmingham and Wiltshire. Experienced in placing permanent, interim and contract IT and technical staff at all levels across a range of sectors including Banking, Financial Services, Telecoms, Consultancy and Software Houses across the UK and Mainland Europe.
If you would like a confidential and informal chat regarding your career please call and speak with one of our consultants.
For more information and latest vacancies please visit us on our website at (url removed)
Sep 09, 2016
1st Line Support Analyst, Cardiff
My client, a successful software house and a leader in their marketplace are seeking an enthusiastic individual who is keen on a career in IT to join their growing support team.
Within this role you will be responsible for the following;
* Providing 1st line support
* Logging & prioritising calls
* Updating helpdesk system
Training is provided and includes;
* Training on the software production processes
* In-depth training of my clients software
* Learning my clients industry
To be considered for this role you will need good written and verbal communication skills and be keen to learn.
So, if you are an outgoing individual with an interest in software support then this role could be a good match for you!!! As well as a salary up to £20k (depending on experience) my client offer a good benefits package and genuine career progression.
.
The People Network is acting as an Employment Business in relation to this vacancy.
The company is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity
The People Network is part of the Pertemps Network Group of companies and is a specialist IT and technical recruitment consultancy with offices in London, Birmingham and Wiltshire. Experienced in placing permanent, interim and contract IT and technical staff at all levels across a range of sectors including Banking, Financial Services, Telecoms, Consultancy and Software Houses across the UK and Mainland Europe.
If you would like a confidential and informal chat regarding your career please call and speak with one of our consultants.
For more information and latest vacancies please visit us on our website at (url removed)
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Part time
Part-Time Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits
Employment Status: Part-Time
Part-time hours of work: Flexible Part-Time hours available (between 20-30 hours per week), between the hours of 4.30pm-8pm or 5.30pm-9pm.
Training: You will be given 4 weeks training in order to prepare you for this vacancy.
We're seeking enthusiastic Technical Support Advisors to join HGS on a part-time basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client`s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI`s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it`s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk
Sep 09, 2016
Technical Support Advisor / 1st Line Support
Start Date: 19th September
Location: Selkirk
Salary: £7.68ph + benefits (on-site gym, restaurant and more)
Employment Status: Full-time
Hours of work: 37.5hrs (FTE) - Service Operates from 8am to 8pm Monday - Friday, 9am to 6pm Saturday and Sunday.
We're seeking enthusiastic Technical Support Advisors to join HGS on a permanent basis. You will be joining a global award-winning organisation with 60 centres spanning across 12 countries. At HGS, we believe in empowering our people and giving them the tools to achieve success and achievement.
Job purpose:
This role will be to provide first line customer technical support through the identification of home phone and broadband faults/issues and resolution of these. Delivering a high quality customer experience supporting the overall business objective of offering the best value and service whilst upholding the client’s core values.
The primary function of the role is handling inbound and where required, outbound calls, offering, first contact resolutions or escalating where required within business guidelines and to provide customers with updates and information on their fault.
Your objective is to deliver business appropriate information in regards to a documented Technical Support process, in so doing reduce churn and calls back into the business in regards to Technical issues. You will be given a comprehensive set of daily targets and objectives in line with the Client company requirements.
Quality and Compliance is critical - you will be required to meet or exceed targets in this area to ensure that you are fully compliant with industry/company regulations.
Knowledge and Skills required:
• Experience in customer service activity
• Problem solving and complaint handling
• Negotiation and influencing
• Ability to embrace client brands and "Engage with Care" to support HGS values
• Industry/competitor knowledge
• Ability to effectively interact with team members at all levels of the organisation
• Ability to work with/communicate effectively to internal and external clients
Duties and responsibilities:
• Work toward personal KPI’s and objectives as outlined in the performance matrix (Adherence, AHT, Quality, Resolution, Customer Satisfaction Survey & Productivity) to ensure high performance and ongoing development in the role
• Effective use of system tools - matching solutions to individual customer needs
• To prioritise your time to be available to take incoming calls from customers in relation to customer queries/problems, outbound calling where appropriate
• Communication - providing accurate anecdotal feedback to the management team of issues/competitor offers impacting churn/call back into the business to facilitate the continual improvement of the campaign
• Adherence to all business processes
• Ownership of ensuring all knowledgebase information is read and understood
• Ensuring all customer contacts are handled in a polite and professional manner
• Ensure that all systems and telephony processes are adhered to
• Working with the Client operations team to ensure quality of delivery and to ensure SLA is adhered to.
Core Competencies:
• Understanding the brand and driving professional representation of this
• Understanding of Quality, Compliance and Complaint management
• Service Orientation
• Rational Decision Making
• Planning & Monitoring for Results
• Communication & Influencing, being able to adapt style to match customer needs
• Motivating and driving the success of the team
• Attention to detail/quality orientation
• Communication skills, listening and speaking without jargon in a clear manner
• Customer Service Focus
• Patience & understanding
• Innovative and Flexible approach
• Passion to succeed
• Motivational and inspirational
• Teamwork
• Integrity and responsibility
Technical Competencies:
• Demonstrate Technical knowledge of telecoms and broadband
• Experience of working in a customer focused background
• Windows OS, Windows 7, Windows 8, Windows 8.1 & Windows 10
• Passionate about computers and technology
• Experience of the internet and it’s workings
• Demonstrate Analytical and Problem Solving skills
• Awareness of Supplier networks
• Minimum standard of GCSE in English, maths & IT
All successful applicants will be contacted within 5 working days. However, unfortunately due to high levels of response we will not be able to respond to everybody. As an equal opportunities employer, HGS welcomes applications from all sections of the community.
***Due to the nature of the campaign, this post is subject to Criminal Disclosure and Credit Referencing checks***
Please note that by applying for this role you consent to a CIFAS fraud database check. Upon commencement of employment you must provide three references.
Keywords: Technical Support, Technical Support Advisor, 1st Line Support, Technical Support Adviser, Helpdesk