Service Desk Analyst Rate: up to £250/day inside IR35 Duration: 6 months + Ext Location: hybrid working in Central London Working Hours: 37.5 hour working week Contract: Contract A financial client is looking to expand their Service Desk team by hiring a Service Desk Analyst. The Service Desk Analyst will be responsible for providing high quality support to a number of users globally and have the opportunity to deliver some essential business projects.The Service Desk Analyst will be joining a team which will give you a lot of support, development and training to help grow your career. Responsibilities for the Service Desk Analyst : Support users over the phone, via emails, chat, remotely and face to face Receive training on bespoke applications as well as traditional technologies Work in a fast paced and demanding environment Resolve issues relating to Active Directory, Azure, Office 365, Intune, OneDrive, ServiceNow, SCCM, networking and more Escalate tickets to the necessary team Follow ITIL Essential Skills for the Service Desk Analyst : Worked on a Service Desk Office 365 - knowledge Intune - knowledge Networking - cabling, resolved tickets for IP addresses & Wi-Fi connections Email support - any provider Active Directory - user administration Windows 10 ITIL Soft skills - strong communicator, team player, take responsibility & independent Desirable Skills for the Service Desk Analyst : Financial services Global support Windows 11, Azure, SCCM, Intune & ServiceNow Certifications If you are interested in the Service Desk Analyst vacancy, please apply in the immediate instance. Service Desk Analyst, Helpdesk Analyst, Desktop Analyst, IT Analyst, IT Engineer, IT Support, Service Desk, Helpdesk, Desktop
May 01, 2024
Full time
Service Desk Analyst Rate: up to £250/day inside IR35 Duration: 6 months + Ext Location: hybrid working in Central London Working Hours: 37.5 hour working week Contract: Contract A financial client is looking to expand their Service Desk team by hiring a Service Desk Analyst. The Service Desk Analyst will be responsible for providing high quality support to a number of users globally and have the opportunity to deliver some essential business projects.The Service Desk Analyst will be joining a team which will give you a lot of support, development and training to help grow your career. Responsibilities for the Service Desk Analyst : Support users over the phone, via emails, chat, remotely and face to face Receive training on bespoke applications as well as traditional technologies Work in a fast paced and demanding environment Resolve issues relating to Active Directory, Azure, Office 365, Intune, OneDrive, ServiceNow, SCCM, networking and more Escalate tickets to the necessary team Follow ITIL Essential Skills for the Service Desk Analyst : Worked on a Service Desk Office 365 - knowledge Intune - knowledge Networking - cabling, resolved tickets for IP addresses & Wi-Fi connections Email support - any provider Active Directory - user administration Windows 10 ITIL Soft skills - strong communicator, team player, take responsibility & independent Desirable Skills for the Service Desk Analyst : Financial services Global support Windows 11, Azure, SCCM, Intune & ServiceNow Certifications If you are interested in the Service Desk Analyst vacancy, please apply in the immediate instance. Service Desk Analyst, Helpdesk Analyst, Desktop Analyst, IT Analyst, IT Engineer, IT Support, Service Desk, Helpdesk, Desktop
Service Desk AnalystChester12 months contractRate from £200 per day via Umbrella CompanyPontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.My client is on the world's leading financial institutions united in their purpose to help make financial lives better through the power of every connection. They are dedicated to helping teammates be their best at work and at home. It starts with having a diverse, inclusive workplace where employees are valued for their individual strengths and perspectives. They firmly believe all employees should be treated with respect, live free of discrimination and be able to bring their whole selves to work. This is core to who they are as a company and how they drive responsible growth.My client is seeking to hire a Service Desk Analyst to join their Global Service Desk in Chester on an initial contract of 12 months with the possibility of extension or permanent opportunity. You will be fully office based whilst undergoing training, at least 1 month, then moving to a hybrid working model of 3 days in the office, 2 days working from home as determined by the rota. Working hours are Monday to Friday with a number of shifts between the hours of 7am and 7pm and you would also be required to work 1 weekend in 5. Rotas are produced 3 months in advance.In this role you will be conducting basic troubleshooting of Microsoft applications and proprietary systems via phone and chat function supporting internal bank employees globally. This is the ideal opportunity for someone interested in the tech world and looking to build their skills and knowledge with a strong customer service background.Knowledge and Skills Desired experience in Microsoft Office application suite how to, in addition to troubleshooting. Excellent customer service skills. Technologies may include, but not limited to: Windows 10/11, Microsoft Office, iOS (iPad/iPhone), and ticketing systems.Desired Skills Technology Call Centre and Customer Service experience. Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents. Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.
May 01, 2024
Full time
Service Desk AnalystChester12 months contractRate from £200 per day via Umbrella CompanyPontoon is an employment consultancy, we put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identifies, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.My client is on the world's leading financial institutions united in their purpose to help make financial lives better through the power of every connection. They are dedicated to helping teammates be their best at work and at home. It starts with having a diverse, inclusive workplace where employees are valued for their individual strengths and perspectives. They firmly believe all employees should be treated with respect, live free of discrimination and be able to bring their whole selves to work. This is core to who they are as a company and how they drive responsible growth.My client is seeking to hire a Service Desk Analyst to join their Global Service Desk in Chester on an initial contract of 12 months with the possibility of extension or permanent opportunity. You will be fully office based whilst undergoing training, at least 1 month, then moving to a hybrid working model of 3 days in the office, 2 days working from home as determined by the rota. Working hours are Monday to Friday with a number of shifts between the hours of 7am and 7pm and you would also be required to work 1 weekend in 5. Rotas are produced 3 months in advance.In this role you will be conducting basic troubleshooting of Microsoft applications and proprietary systems via phone and chat function supporting internal bank employees globally. This is the ideal opportunity for someone interested in the tech world and looking to build their skills and knowledge with a strong customer service background.Knowledge and Skills Desired experience in Microsoft Office application suite how to, in addition to troubleshooting. Excellent customer service skills. Technologies may include, but not limited to: Windows 10/11, Microsoft Office, iOS (iPad/iPhone), and ticketing systems.Desired Skills Technology Call Centre and Customer Service experience. Ability to utilize multiple resources to determine causes and resolutions of technology problems and incidents. Please apply with an up-to-date CV which must show evidence of the above to be considered. Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you.
Manage Service Analyst Join a dynamic team as a Managed Services Specialist. Dive into a role where you'll oversee operations, streamline processes, and ensure seamless communication between various teams. Make an impact in a thriving environment where your expertise shapes superior service delivery. Roles Responsibilities Support the internal software. Facilitating communication between data centres and customers. Coordinating with Managed Service, Technical Services, Internal Service Desk, Development, and Implementation teams through effective communication Meeting operational SLA's Support the Head of Enterprise Operations with daily processing responsibilities, including: Supervising, verifying, and finalising daily processing and batch tasks. Generating Control Reports to validate the conclusion of business cycles. Collaborating with both direct and banking partner clients to ensure business. What you'll need Experience within a support background. ITIL Knowledge (V3 or V4) within Service Management. SQL knowledge and Experience, 2012/2014/2019 and SQL Querying Skills Understanding of Relational Databases. PowerShell experience beneficial Sound like something you'd be keen to find out more about? Great - drop us an application & we'll aim to review this asap. If you look like a potentially good fit, we'll give you a call to chat through the role in a bit more depth & discuss next steps. You can also directly contact Rebekah Lamont at or Equal Opportunities FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age. We are Disability Confident and neurodiverse aware. If you have a disability, please tell us if there are any reasonable adjustments we can make to assist you in your application or with your recruitment process
May 01, 2024
Full time
Manage Service Analyst Join a dynamic team as a Managed Services Specialist. Dive into a role where you'll oversee operations, streamline processes, and ensure seamless communication between various teams. Make an impact in a thriving environment where your expertise shapes superior service delivery. Roles Responsibilities Support the internal software. Facilitating communication between data centres and customers. Coordinating with Managed Service, Technical Services, Internal Service Desk, Development, and Implementation teams through effective communication Meeting operational SLA's Support the Head of Enterprise Operations with daily processing responsibilities, including: Supervising, verifying, and finalising daily processing and batch tasks. Generating Control Reports to validate the conclusion of business cycles. Collaborating with both direct and banking partner clients to ensure business. What you'll need Experience within a support background. ITIL Knowledge (V3 or V4) within Service Management. SQL knowledge and Experience, 2012/2014/2019 and SQL Querying Skills Understanding of Relational Databases. PowerShell experience beneficial Sound like something you'd be keen to find out more about? Great - drop us an application & we'll aim to review this asap. If you look like a potentially good fit, we'll give you a call to chat through the role in a bit more depth & discuss next steps. You can also directly contact Rebekah Lamont at or Equal Opportunities FPSG is committed to equal opportunities regardless of gender, race, disability, sexual orientation, religion or belief and age. We are Disability Confident and neurodiverse aware. If you have a disability, please tell us if there are any reasonable adjustments we can make to assist you in your application or with your recruitment process
Kerridge Commercial Systems
Nottingham, Nottinghamshire
inspHire is a market leader in the development and provision of rental software environments for a variety of sectors addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' hire desks and warehouses. inspHire is a market leader in the development and provision of rental industry software Support Analyst role provides business-to-business software application support Working in a global team supporting inspHire products as well as databases and reporting tools Communicating via multiple media - phone, e-mail, chat Creating documentation and delivering customer training where required Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites Covering support hours between 8am and 10pm on a rota basis Your responsibilities include but are not exclusive to: Deliver a first-class service to our customers Answer questions and troubleshoot issues quickly and efficiently Provision of high-quality written & verbal updates to customers on a regular basis Correctly set the customers' expectations Deliver on promises Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated Proactive management of assigned cases Maintain excellent quality of cases with detailed notes Always display a positive and can-do attitude o Identify solutions and preventative measures to improve the customer's experience o Ensure all cases are progressed in line with InspHire SLA's/SLO's Team Working: Proactively share knowledge, including creating knowledge documentation Help during times of leave/absence Share and deliver on service improvement opportunities Be curious to change, evolve and develop in ways that help us better serve our customers. Skills, Knowledge and Experience: Essential Good IT skills with demonstrable experience in a similar IT support role Knowledge of ERP or business IT systems Experience of supporting applications with MS SQL databases, including script/query writing Always display a "customer first" attitude Ability to work under pressure in a fast-paced environment Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner Ability to troubleshoot effectively and strive for first time resolution of issues. Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the inspHire offering Experience in the Rentals industry Equal Opportunities KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.
Apr 29, 2024
Full time
inspHire is a market leader in the development and provision of rental software environments for a variety of sectors addressing single or multi-branch operations, as well as catering for organisations with 'point-of-sale' hire desks and warehouses. inspHire is a market leader in the development and provision of rental industry software Support Analyst role provides business-to-business software application support Working in a global team supporting inspHire products as well as databases and reporting tools Communicating via multiple media - phone, e-mail, chat Creating documentation and delivering customer training where required Hybrid role - 40% home and 60% office based, potential for limited travel to customer sites Covering support hours between 8am and 10pm on a rota basis Your responsibilities include but are not exclusive to: Deliver a first-class service to our customers Answer questions and troubleshoot issues quickly and efficiently Provision of high-quality written & verbal updates to customers on a regular basis Correctly set the customers' expectations Deliver on promises Take personal responsibility for every case ensuring a proactive approach to resolution and ensure all parties are kept updated Proactive management of assigned cases Maintain excellent quality of cases with detailed notes Always display a positive and can-do attitude o Identify solutions and preventative measures to improve the customer's experience o Ensure all cases are progressed in line with InspHire SLA's/SLO's Team Working: Proactively share knowledge, including creating knowledge documentation Help during times of leave/absence Share and deliver on service improvement opportunities Be curious to change, evolve and develop in ways that help us better serve our customers. Skills, Knowledge and Experience: Essential Good IT skills with demonstrable experience in a similar IT support role Knowledge of ERP or business IT systems Experience of supporting applications with MS SQL databases, including script/query writing Always display a "customer first" attitude Ability to work under pressure in a fast-paced environment Excellent communication skills, both written and verbal, to convey technical information in a clear and concise manner Ability to troubleshoot effectively and strive for first time resolution of issues. Desirable Knowledge of Crystal Reports Knowledge of Sage Accounting Solutions Appreciation for all products and services in the inspHire offering Experience in the Rentals industry Equal Opportunities KCS is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires us to adjust the recruiting process please do advise us when contacted. If this role is of interest to you please apply online. To all recruitment agencies: KCS does not accept agency resumes. Please do not forward resumes to our careers site or direct to KCS employee. KCS is not responsible for any fees related to unsolicited resumes.
Portfolio are proud to be working with our client, an Award winning, global professional services / SaaS provider based in Manchester city Centre. Due to expansion within the team, they are looking for a highly capable service desk analyst to assess and optimize the performance of the End-User software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to their clients and personnel through Live chat and emails. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance. This is a varied and fast paced role, so if you have experience of resolving technical issues over Live Chat are up for the challenge, apply today and we'll be in touch! Responsibilities: Provide response to all Chat & Email support queries to the service desk. Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs. Gather information from the client, investigating any complex technical issues and escalate second line support. Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client. Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account. Escalate any complaints which cannot be resolved at 1st touch to the customer care team. As required provide support to phone queries to the service desk. Always ensure Service Level Agreement adherence. Meet and exceed Key Performance Indicators. Arrange and sit Microsoft Teams meetings alongside clients with support queries. Requirements: In-depth and current knowledge of computer programs and hardware. Proficiency in customer relationship management (CRM) and task management software. Exceptional analytical and problem-solving skills. Advanced collaboration, communication, and interpersonal skills. Excellent organizational and time management skills. Benefits Profit share scheme 25 days' holiday, plus bank holidays Day off on your birthday Perkbox discounts Holidays increase after 2 and 5 years' service Pension Plan and Life Insurance Access to Employee Assistance Programme INDMANJ
Apr 25, 2024
Full time
Portfolio are proud to be working with our client, an Award winning, global professional services / SaaS provider based in Manchester city Centre. Due to expansion within the team, they are looking for a highly capable service desk analyst to assess and optimize the performance of the End-User software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to their clients and personnel through Live chat and emails. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance. This is a varied and fast paced role, so if you have experience of resolving technical issues over Live Chat are up for the challenge, apply today and we'll be in touch! Responsibilities: Provide response to all Chat & Email support queries to the service desk. Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs. Gather information from the client, investigating any complex technical issues and escalate second line support. Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client. Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account. Escalate any complaints which cannot be resolved at 1st touch to the customer care team. As required provide support to phone queries to the service desk. Always ensure Service Level Agreement adherence. Meet and exceed Key Performance Indicators. Arrange and sit Microsoft Teams meetings alongside clients with support queries. Requirements: In-depth and current knowledge of computer programs and hardware. Proficiency in customer relationship management (CRM) and task management software. Exceptional analytical and problem-solving skills. Advanced collaboration, communication, and interpersonal skills. Excellent organizational and time management skills. Benefits Profit share scheme 25 days' holiday, plus bank holidays Day off on your birthday Perkbox discounts Holidays increase after 2 and 5 years' service Pension Plan and Life Insurance Access to Employee Assistance Programme INDMANJ
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Make your application after reading the following skill and qualification requirements for this position. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Sep 23, 2022
Full time
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Make your application after reading the following skill and qualification requirements for this position. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
Sep 22, 2022
Full time
Proclinical are recruiting a Service Desk Analyst for a pharmaceutical corporation. This role is on a contract basis and is located in the United Kingdom. The client is focused on finding, developing and supplying novel remedies that aid people in overcoming serious illnesses. Responsibilities: When required, you will contribute to application testing, upgrades and deployments, as well as internal service desk projects. Conduct troubleshooting to solve or raise to the suitable tier 2 teams. The ideal candidate will research and solve more multifaceted field/scientific application and business process problems. You will accept incoming calls, chats, tickets, redirect calls/tickets if needed, to suitable support groups for resolution while setting end user expectations throughout the initial interaction. Produce tickets and report all actions within the company's ticket system aligned with the company's quality standards. Offer application and process training to others as well as serve as a SME/POC for other team members. Other duties may be assigned to the role. Skills & Requirements: Educated to a high school diploma level, ideally to a university degree level in a pertinent discipline. Comprehension of ITIL Framework and ITSM. Familiarity within a technical support setting, and/or service desk setting, ideally involved with tools, processes, methodologies, telephony systems and servicenow, etc. Computer literacy with Microsoft office, application support and Microsoft windows. Acquaintance with assisting the life sciences. Fluency in the Italian and English languages with knowledge in Spanish. Communication skills both verbally and in writing. Customer service abilities. Capable of troubleshooting and research application problems. Able to explain technical information to end users. Ability to set priorities and manage various tasks simultaneously. Capable of resolving issues. Able to adhere to service desk procedures and processes. A positive, efficient and agile individual with the ability to partake in completing team goals and objectives. Works well in a team environment. Keen to learn new skills as well as open to ideas. To optimise service delivery, you will be able to drive quality, process improvement and novelty. Capable of conducting documentation translation. Willing to work flexible days and hours. If you are having difficulty in applying or if you have any questions, please contact Mohammed Alli at . Proclinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies. Proclinical Staffing is an equal opportunity employer.
About Us We're an innovative tech consultancy - a team of problem solvers. Since 1993 we've been finding better ways to solve complex technology problems for some of the world's leading organisations and delivered solutions that millions of people use every day. We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people. About the Role We're looking for hands-on Data Support Engineers with an understanding of data technologies and service ecosystem to help to deliver, manage and evolve data pipelines and systems on some of the most exciting digital programmes around, with clients in a range of industries. You may have some experience in data engineering or looking to move from a desktop support role into a more challenging position and enhance your career. You'll work with our Managed Service teams alongside service analysts, service delivery managers, developers, architects, designers, analysts and product owners to support and resolve incidents and to drive innovation and automation, tooling and data infrastructure development. We encourage continuous learning, so as well as the opportunity to work with some of the brightest and best in the industry, we have learning paths to software engineering, cloud engineering or Service Management available for those looking to advance their careers. You will have an opportunity to join our cloud or data academy as well to further your career and learn more about cloud technology. Responsibilities include: Working with our service delivery teams to help support data infrastructure Helping to complete backlog items to evolve client's data infrastructure Researching and identify solutions to cloud infrastructure issues Analysing and organising raw data Building data systems and pipelines Conducting data analysis and report on results Preparing data for prescriptive and predictive modelling Combining raw information from different sources Exploring ways to enhance data quality and reliability Identifying opportunities for data acquisition Developing analytical tools and programs Collaborating with data scientists and architects on several projects Asking customers targeted questions to quickly understand the root of the problem Tracking data related issues through to resolution, within agreed time limits Talking clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Providing prompt and accurate feedback to customers Referring to internal database or external resources to provide accurate tech solutions Ensuring all issues are properly logged Prioritising and manage several open issues at one time Following up with clients to ensure their IT systems are fully functional after troubleshooting Preparing accurate and timely reports Documenting technical knowledge in the form of notes and manuals Maintaining strong relationships with clients About You You will be familiar with using various methods to transform raw data into useful data systems. To succeed in this data engineering position, you should have strong analytical skills and the ability to combine data from different sources. Data engineer skills also include familiarity with several programming languages and knowledge of learning machine methods. If you are detail-oriented, with excellent organizational skills and experience in this field, we'd like to hear from you. An understanding of Microsoft, AWS or GCP technologies and Python or Java is a plus. If you are naturally a helper, enjoy assisting people with data related issues and are able to explain technical details simply, we'd like to meet you. The role will have flexible working hours on a shift system and will possibly include occasional late night shifts or out of hours working. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems. Requirements for the role To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering or the equivalent level of experience Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Understanding or additional certification in Microsoft, AWS, Google or similar technologies such as Terraform Technical expertise with data models, data mining, and segmentation techniques Knowledge of programming languages (e.g. Java and Python) Hands-on experience with SQL database design Great numerical and analytical skills Data engineering certification (e.g Microsoft or AWS Certified Data Engineer) is a plus Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Jira, ServiceNow) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal
Nov 04, 2021
Full time
About Us We're an innovative tech consultancy - a team of problem solvers. Since 1993 we've been finding better ways to solve complex technology problems for some of the world's leading organisations and delivered solutions that millions of people use every day. We bring together experts from diverse backgrounds and experiences in a collaborative and open culture to deliver outstanding outcomes for our clients, and a stimulating and rewarding environment for our people. About the Role We're looking for hands-on Data Support Engineers with an understanding of data technologies and service ecosystem to help to deliver, manage and evolve data pipelines and systems on some of the most exciting digital programmes around, with clients in a range of industries. You may have some experience in data engineering or looking to move from a desktop support role into a more challenging position and enhance your career. You'll work with our Managed Service teams alongside service analysts, service delivery managers, developers, architects, designers, analysts and product owners to support and resolve incidents and to drive innovation and automation, tooling and data infrastructure development. We encourage continuous learning, so as well as the opportunity to work with some of the brightest and best in the industry, we have learning paths to software engineering, cloud engineering or Service Management available for those looking to advance their careers. You will have an opportunity to join our cloud or data academy as well to further your career and learn more about cloud technology. Responsibilities include: Working with our service delivery teams to help support data infrastructure Helping to complete backlog items to evolve client's data infrastructure Researching and identify solutions to cloud infrastructure issues Analysing and organising raw data Building data systems and pipelines Conducting data analysis and report on results Preparing data for prescriptive and predictive modelling Combining raw information from different sources Exploring ways to enhance data quality and reliability Identifying opportunities for data acquisition Developing analytical tools and programs Collaborating with data scientists and architects on several projects Asking customers targeted questions to quickly understand the root of the problem Tracking data related issues through to resolution, within agreed time limits Talking clients through a series of actions, either via phone, email or chat, until they've solved a technical issue Providing prompt and accurate feedback to customers Referring to internal database or external resources to provide accurate tech solutions Ensuring all issues are properly logged Prioritising and manage several open issues at one time Following up with clients to ensure their IT systems are fully functional after troubleshooting Preparing accurate and timely reports Documenting technical knowledge in the form of notes and manuals Maintaining strong relationships with clients About You You will be familiar with using various methods to transform raw data into useful data systems. To succeed in this data engineering position, you should have strong analytical skills and the ability to combine data from different sources. Data engineer skills also include familiarity with several programming languages and knowledge of learning machine methods. If you are detail-oriented, with excellent organizational skills and experience in this field, we'd like to hear from you. An understanding of Microsoft, AWS or GCP technologies and Python or Java is a plus. If you are naturally a helper, enjoy assisting people with data related issues and are able to explain technical details simply, we'd like to meet you. The role will have flexible working hours on a shift system and will possibly include occasional late night shifts or out of hours working. Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems. Requirements for the role To be qualified for this role, you should hold a degree in a relevant field, like Computer Science, IT or Software Engineering or the equivalent level of experience Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role Understanding or additional certification in Microsoft, AWS, Google or similar technologies such as Terraform Technical expertise with data models, data mining, and segmentation techniques Knowledge of programming languages (e.g. Java and Python) Hands-on experience with SQL database design Great numerical and analytical skills Data engineering certification (e.g Microsoft or AWS Certified Data Engineer) is a plus Hands-on experience with Windows/Linux/Mac OS environments Good understanding of computer systems, mobile devices and other tech products Ability to diagnose and troubleshoot basic technical issues Familiarity with remote desktop applications and help desk software (eg. Jira, ServiceNow) Excellent problem-solving and communication skills Ability to provide step-by-step technical help, both written and verbal
Job Description Seeking an IT Support Analyst, with 1st Line Support experience. The candidate will be self-motivated and capable of working independently with minimal supervision. This role is a fantastic opportunity for someone to join an international business, with offices located around the globe. This role is office based - travel to Clevedon is required What's on offer Basic salary of £28,000 Opportunity to progress into more application specific support The potential to be involved in a global implementation of Business Central Responsibilities will include 1st line support Supporting 250 users across the UK Support of IT systems and services in the company's subsidiaries in conformance with the Group IT Policy Provision of end-user technical support and training My client is looking for candidate who can offer Proven background in supporting desktop applications, including Microsoft Windows, Office 365, desk phone systems and IT hardware Understanding of the ITIL service delivery framework SharePoint administration beneficial The ability to clearly communicate complicated technical concepts Strong analytical and problem solving skills Apply NOW - interviews happening next week! Does this sound like the position for you? Don't miss out on this opportunity, as the next step of your career. To chat a bit more about this role, please don't hesitate to contact Sydney Robertson on or send your CV to
Oct 07, 2021
Full time
Job Description Seeking an IT Support Analyst, with 1st Line Support experience. The candidate will be self-motivated and capable of working independently with minimal supervision. This role is a fantastic opportunity for someone to join an international business, with offices located around the globe. This role is office based - travel to Clevedon is required What's on offer Basic salary of £28,000 Opportunity to progress into more application specific support The potential to be involved in a global implementation of Business Central Responsibilities will include 1st line support Supporting 250 users across the UK Support of IT systems and services in the company's subsidiaries in conformance with the Group IT Policy Provision of end-user technical support and training My client is looking for candidate who can offer Proven background in supporting desktop applications, including Microsoft Windows, Office 365, desk phone systems and IT hardware Understanding of the ITIL service delivery framework SharePoint administration beneficial The ability to clearly communicate complicated technical concepts Strong analytical and problem solving skills Apply NOW - interviews happening next week! Does this sound like the position for you? Don't miss out on this opportunity, as the next step of your career. To chat a bit more about this role, please don't hesitate to contact Sydney Robertson on or send your CV to
IT Jobs
HU1, Kingston upon Hull, City of Kingston upon Hull
We are looking to recruit Software Support Analysts for an industry leading client in Hull. This is an excellent opportunity for someone looking for a new challenge; you will ideally have a background in IT Support/Service Desk roles, be hands on technically and ideally have an IT qualification at A Level or higher.
As a Software Support Analyst, you will report to the Support Manager and be responsible for:
* Carrying out remote software and technical support and troubleshooting with customers by identifying and addressing usability problems
* Delivering a high level of Customer Service through a positive customer focused attitude
* Responding to incidents and ensure that the customer is kept informed in a timely manner
* Building excellent working relationships with key internal and external clients
* Assisting in project implementation where required
* Ensuring the company’s systems and procedures are followed
Successful candidates will have previous experience in a Technical Support or Customer Service role and must be available to work different shift times.
Please apply by following the directions on the website, alternatively for more information and a full outline of the role, call Adam Collick on (Apply online only).
Emmerson Kitney recruit for Sales & Marketing, Engineering and IT roles at all levels throughout the region. If this role is not suitable for you we would be happy to have an informal chat regarding any future opportunities.
While we will endeavour to respond to every applicant personally, on occasion this is not always possible, therefore, if you have not heard back from us within 7 days of applying, you have been unsuccessful
Oct 29, 2018
We are looking to recruit Software Support Analysts for an industry leading client in Hull. This is an excellent opportunity for someone looking for a new challenge; you will ideally have a background in IT Support/Service Desk roles, be hands on technically and ideally have an IT qualification at A Level or higher.
As a Software Support Analyst, you will report to the Support Manager and be responsible for:
* Carrying out remote software and technical support and troubleshooting with customers by identifying and addressing usability problems
* Delivering a high level of Customer Service through a positive customer focused attitude
* Responding to incidents and ensure that the customer is kept informed in a timely manner
* Building excellent working relationships with key internal and external clients
* Assisting in project implementation where required
* Ensuring the company’s systems and procedures are followed
Successful candidates will have previous experience in a Technical Support or Customer Service role and must be available to work different shift times.
Please apply by following the directions on the website, alternatively for more information and a full outline of the role, call Adam Collick on (Apply online only).
Emmerson Kitney recruit for Sales & Marketing, Engineering and IT roles at all levels throughout the region. If this role is not suitable for you we would be happy to have an informal chat regarding any future opportunities.
While we will endeavour to respond to every applicant personally, on occasion this is not always possible, therefore, if you have not heard back from us within 7 days of applying, you have been unsuccessful
Would you like to use your technical support knowledge in a customer facing role on a busy service desk, supporting clients across 34 countries? My client is a global market leader offering superb opportunities to talented technical support personnel within its SaaS business, providing solutions to the Education, Government and Private sectors.
The essential requirement is the ability to speak Dutch.
Applicants who have recently graduated with a computing degree and have some customer service skills will also be considered for these vital customer facing roles.
Responsibilities:
* Follow and understand industry best practise support methodologies
* Take ownership of requests following them to resolution
* Proactive when dealing with customer issues
* Help maintain knowledge articles and other internal documentation
* Meet SLA’s whilst adopting ITIL processes
* Attend customer meetings
* Communicate effectively with colleagues inside and outside of the support team
* Work with colleagues to ensure excellent customer experience, peer reviews
* Triage and resolve requests following the ITIL process
Person Specification:
* Fluent in Dutch. Fluency in German would be advantageous
* Educated to degree standard or an equivalent discipline or have the appropriate industry experience
* Technically minded and customer focused
* Problem solver
* Ability to work as a team and independently
* Maintain a calm, analytical disposition
* Willing to take on new skills and improve knowledge of all relevant areas
* Have practical experience in a support environment
* Continue with training in ITIL processes, techniques and best practice
* Focussed on task completion
This role presents superb opportunities for career development and personal growth. To find about more about this role, call Keith Wilkins today for an informal chat or send through your CV for review.
Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. Applicants must be eligible to live and work in the UK to apply for this role
Oct 29, 2018
Would you like to use your technical support knowledge in a customer facing role on a busy service desk, supporting clients across 34 countries? My client is a global market leader offering superb opportunities to talented technical support personnel within its SaaS business, providing solutions to the Education, Government and Private sectors.
The essential requirement is the ability to speak Dutch.
Applicants who have recently graduated with a computing degree and have some customer service skills will also be considered for these vital customer facing roles.
Responsibilities:
* Follow and understand industry best practise support methodologies
* Take ownership of requests following them to resolution
* Proactive when dealing with customer issues
* Help maintain knowledge articles and other internal documentation
* Meet SLA’s whilst adopting ITIL processes
* Attend customer meetings
* Communicate effectively with colleagues inside and outside of the support team
* Work with colleagues to ensure excellent customer experience, peer reviews
* Triage and resolve requests following the ITIL process
Person Specification:
* Fluent in Dutch. Fluency in German would be advantageous
* Educated to degree standard or an equivalent discipline or have the appropriate industry experience
* Technically minded and customer focused
* Problem solver
* Ability to work as a team and independently
* Maintain a calm, analytical disposition
* Willing to take on new skills and improve knowledge of all relevant areas
* Have practical experience in a support environment
* Continue with training in ITIL processes, techniques and best practice
* Focussed on task completion
This role presents superb opportunities for career development and personal growth. To find about more about this role, call Keith Wilkins today for an informal chat or send through your CV for review.
Avocet Strategic Resourcing is acting as an employment agency in regard to this role. Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. Applicants must be eligible to live and work in the UK to apply for this role
1st Line Support Engineer – Maidenhead
An exciting opportunity has arisen for a Service Desk Analyst to work for global health and well-being organisation that is the leader in their field situated in central Maidenhead, within a Desktop Support Team.
This is an excellent opportunity for a Helpdesk Engineer looking to take the next step within their career and be involved in a busy desktop environment covering European offices.
General mission:
- Own desktop work queues
- Manage ticketing system
- 1st line support to the customers and desktop engineers
You must have the following skills and experience:
1 years’ experience as Helpdesk, Desktop Support or 1st line support
Windows 7/10, Microsoft Office 2010 – 2016,
Software support
Experience in maintain desktop support standards, practices and processes
Excellent communication skills including the ability to liaise with technical colleagues and none technical customers effectively.
Ability to manage customer expectations with a proven track record of delivering customer service and satisfaction.
Time management and self-organization
To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Lea Troccon, by exploring the VIQU IT Recruitment website.
If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).
To be the first to hear about other exciting opportunities, alongside technology and recruitment news, please also follow us at ‘VIQU IT Recruitment’ on LinkedIn, viqu_uk on Instagram, VIQU on Facebook, and Twitter: @VIQU_UK
Oct 29, 2018
1st Line Support Engineer – Maidenhead
An exciting opportunity has arisen for a Service Desk Analyst to work for global health and well-being organisation that is the leader in their field situated in central Maidenhead, within a Desktop Support Team.
This is an excellent opportunity for a Helpdesk Engineer looking to take the next step within their career and be involved in a busy desktop environment covering European offices.
General mission:
- Own desktop work queues
- Manage ticketing system
- 1st line support to the customers and desktop engineers
You must have the following skills and experience:
1 years’ experience as Helpdesk, Desktop Support or 1st line support
Windows 7/10, Microsoft Office 2010 – 2016,
Software support
Experience in maintain desktop support standards, practices and processes
Excellent communication skills including the ability to liaise with technical colleagues and none technical customers effectively.
Ability to manage customer expectations with a proven track record of delivering customer service and satisfaction.
Time management and self-organization
To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Lea Troccon, by exploring the VIQU IT Recruitment website.
If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).
To be the first to hear about other exciting opportunities, alongside technology and recruitment news, please also follow us at ‘VIQU IT Recruitment’ on LinkedIn, viqu_uk on Instagram, VIQU on Facebook, and Twitter: @VIQU_UK
My client, one of the largest full-service digital development agencies in the UK, is looking for a skilled and enthusiastic test analyst who will be responsible for supporting developers and clients on several high-profile eCommerce websites.
If successful, you will be responsible for testing all the in-house developed HTML eCommerce sites for mobile, tablet and desktop. You will also test all client back office facilities, report systems software and test tracking systems across all platforms.
The role in detail;
Able to maintain and update an existing CI/CD system
Testing Mobile, Tablet or Desktop Websites from end to end to ensure the experience is as error free as possible for our clients’ customers.
Able to design, create and maintain automated tests for each client
Documenting testing defects and entering them into a defect tracking system
Working with software development teams to identify and escalate any defects.
Desired;
ISEB/ISTQB Foundation Certificate in Software Testing
Knowledge of test automation, e.g. NUnit, Selenium WebDriver
Knowledge of continuous integration, delivery and deployment, e.g. Jenkins
Knowledge of functional & non-functional testing, e.g. Smoke, Regression, Usability
Knowledge of version control tools, e.g. Git, SVN
Understanding of CRM and CMS
Knowledge of key internet technologies, e.g. ASP.net, HTML, AJAX, TCP/IP
Experience or knowledge of agile methodologies
The successful candidate should possess;
Strong analytical skills
Good attention to detail
Excellent communication skills, both written and oral
Good problem-solving skills
Problem identification ability
Aptitude to learn quickly and effectively
Have an interest in all types of new technologies
What’s in it for you?
Pension
Private medical scheme
Regular team social meets
Company gym and shower facilities
Fully stocked soft drinks fridge
Games room with large cinema screen, racing rig and more
Company gym and shower facilities
Using the latest equipment
We have a flexible attitude to working hour
The opportunity to become a key player in a growing team
To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Phoebe Leadbetter, by exploring the VIQU IT Recruitment website.
If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).
To be the first to hear about other exciting opportunities, alongside technology and recruitment news, please also follow us at ‘VIQU IT Recruitment’ on LinkedIn, viqu_uk on Instagram, VIQU on Facebook, and Twitter: @VIQU_UK
Oct 29, 2018
My client, one of the largest full-service digital development agencies in the UK, is looking for a skilled and enthusiastic test analyst who will be responsible for supporting developers and clients on several high-profile eCommerce websites.
If successful, you will be responsible for testing all the in-house developed HTML eCommerce sites for mobile, tablet and desktop. You will also test all client back office facilities, report systems software and test tracking systems across all platforms.
The role in detail;
Able to maintain and update an existing CI/CD system
Testing Mobile, Tablet or Desktop Websites from end to end to ensure the experience is as error free as possible for our clients’ customers.
Able to design, create and maintain automated tests for each client
Documenting testing defects and entering them into a defect tracking system
Working with software development teams to identify and escalate any defects.
Desired;
ISEB/ISTQB Foundation Certificate in Software Testing
Knowledge of test automation, e.g. NUnit, Selenium WebDriver
Knowledge of continuous integration, delivery and deployment, e.g. Jenkins
Knowledge of functional & non-functional testing, e.g. Smoke, Regression, Usability
Knowledge of version control tools, e.g. Git, SVN
Understanding of CRM and CMS
Knowledge of key internet technologies, e.g. ASP.net, HTML, AJAX, TCP/IP
Experience or knowledge of agile methodologies
The successful candidate should possess;
Strong analytical skills
Good attention to detail
Excellent communication skills, both written and oral
Good problem-solving skills
Problem identification ability
Aptitude to learn quickly and effectively
Have an interest in all types of new technologies
What’s in it for you?
Pension
Private medical scheme
Regular team social meets
Company gym and shower facilities
Fully stocked soft drinks fridge
Games room with large cinema screen, racing rig and more
Company gym and shower facilities
Using the latest equipment
We have a flexible attitude to working hour
The opportunity to become a key player in a growing team
To discuss this exciting opportunity in more detail, please APPLY NOW for a no obligation chat with your VIQU Consultant. Additionally, you can contact Phoebe Leadbetter, by exploring the VIQU IT Recruitment website.
If you know someone who would be ideal for this role, by way of showing our appreciation, VIQU is offering an introduction fee up to £1,000 once your referral has successfully started work with our client (terms apply).
To be the first to hear about other exciting opportunities, alongside technology and recruitment news, please also follow us at ‘VIQU IT Recruitment’ on LinkedIn, viqu_uk on Instagram, VIQU on Facebook, and Twitter: @VIQU_UK
Customer Operations Team Lead
Cheltenham
£30k - £35k DoE
We have an incredible opportunity for a Customer Operations Team Lead to join our fast-paced and innovative client on a permanent basis. Our renowned client has received significant investment and has exciting plans to grow through the use of intelligent technology solutions.
The role of Customer Operations Team Lead will provide frontline customer service along with a team of Support Agents, Analysts, Technicians and Engineers. If successful, you will be responsible for leading and motivating first and second line technicians and support analysts. Your focus will be on driving exceptional customer service, building a world class support function and identifying opportunities for continuous improvement.
Key Responsibilities:
Line manage a team of Support Analysts by inspiring, developing and supporting them
Foster an environment of collaboration within the team to deliver quick resolutions
Effectively resolve escalated enquiries/complaints referred by team members
Champion a culture of continuous improvement supporting the continual development of systems and processes, with awareness of industry trends and best practices
Ensure useful and relevant real-time monitoring & reporting are available
Provide the required management information relating to customer contact including trend analysis and present in weekly ARR meetings
Track and identify trends across tickets for customer behaviour forming part of early warning system for other ARR team members
Collaborate with the product team to capture customer requirements that feed in to the Roadmap
Key Skills and Experience:
Essential:
Previous experience in leading and managing a customer service environment
Experience of modern contact centre technologies such as CRM systems, social media, forums, ticketing, monitoring and web chat.
Have a desire to embrace new technologies, tools & processes
Excellent interpersonal and motivational skills
Highly effective at prioritising, planning and managing work to defined timescales
Have a proven ability to meet customer service targets and deadlines
Ability to qualify, evaluate and feedback the impact of commercial decisions
Desirable:
Understand the importance and impact of first point resolution (FPR)
Expansive knowledge of the Tech and eCommerce / Marketplace industries
Experience with MySQL databases and Java based applications
Experience in effective customer complaint handling
Track record of creative and innovative ideas that deliver, a motivated team, increased CSAT and an energised workplace
Benefits:
Company bonus scheme
If you require any further information please contact Joe Lyons on (Apply online only)
GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.
Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Oxford, Reading, Birmingham and South Wales.
Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients
Oct 29, 2018
Customer Operations Team Lead
Cheltenham
£30k - £35k DoE
We have an incredible opportunity for a Customer Operations Team Lead to join our fast-paced and innovative client on a permanent basis. Our renowned client has received significant investment and has exciting plans to grow through the use of intelligent technology solutions.
The role of Customer Operations Team Lead will provide frontline customer service along with a team of Support Agents, Analysts, Technicians and Engineers. If successful, you will be responsible for leading and motivating first and second line technicians and support analysts. Your focus will be on driving exceptional customer service, building a world class support function and identifying opportunities for continuous improvement.
Key Responsibilities:
Line manage a team of Support Analysts by inspiring, developing and supporting them
Foster an environment of collaboration within the team to deliver quick resolutions
Effectively resolve escalated enquiries/complaints referred by team members
Champion a culture of continuous improvement supporting the continual development of systems and processes, with awareness of industry trends and best practices
Ensure useful and relevant real-time monitoring & reporting are available
Provide the required management information relating to customer contact including trend analysis and present in weekly ARR meetings
Track and identify trends across tickets for customer behaviour forming part of early warning system for other ARR team members
Collaborate with the product team to capture customer requirements that feed in to the Roadmap
Key Skills and Experience:
Essential:
Previous experience in leading and managing a customer service environment
Experience of modern contact centre technologies such as CRM systems, social media, forums, ticketing, monitoring and web chat.
Have a desire to embrace new technologies, tools & processes
Excellent interpersonal and motivational skills
Highly effective at prioritising, planning and managing work to defined timescales
Have a proven ability to meet customer service targets and deadlines
Ability to qualify, evaluate and feedback the impact of commercial decisions
Desirable:
Understand the importance and impact of first point resolution (FPR)
Expansive knowledge of the Tech and eCommerce / Marketplace industries
Experience with MySQL databases and Java based applications
Experience in effective customer complaint handling
Track record of creative and innovative ideas that deliver, a motivated team, increased CSAT and an energised workplace
Benefits:
Company bonus scheme
If you require any further information please contact Joe Lyons on (Apply online only)
GB Tech is your specialist in IT and Technology recruitment. We hire across a vast range of roles including Data & Insight, Engineering, Helpdesk & Support, Cyber, Java, C#, Python and Development.
Based off the M5 between Cheltenham and Gloucester, we manage IT jobs in Gloucestershire and the Southwest including Bristol, Swindon, Oxford, Reading, Birmingham and South Wales.
Specialists in permanent recruitment, we also provide temporary, interim and fixed term solutions. We are committed to working to the highest possible standards for our candidates and clients
Adecco are recruiting for IT Helpdesk Support Analysts for our client who is based at Monks Cross.
**This is a temporary to permanent position for the right candidate.**
This is an exciting role that comes with full training and progression for the right person.
The role:
You will be supporting internal colleagues with a wide range of IT related issues and requests
Dealing with simple password resets through to taking full control of a colleagues PC remotely
You will be taking inbound calls from internal colleagues and also using a system called Live chat, which is an instant messaging system.
You will be working to SLA's and to tight deadlines to make sure the queries are resolved in a timely manner.
This working environment is busy and fast paced.
You will receive 6 weeks full training on all the technical aspect of the role, therefore having a technical background is not essential.
Skills & Knowledge:
You must have excellent customer service skills with a good telephone manner
You must have exceptional written English and grammar
You will be used to working in a fast paced environment
Have a genuine interest in working in the IT sector
Have great attention to detail and accuracy
Working hours:
Monday - Friday
35 hours per week
Working between 7am - 6.30pm (on a rota basis)
If you feel you are suitable for this role, please contact Jade Smith-Squires @ Adecco on (Apply online only)
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Sep 09, 2016
Adecco are recruiting for IT Helpdesk Support Analysts for our client who is based at Monks Cross.
**This is a temporary to permanent position for the right candidate.**
This is an exciting role that comes with full training and progression for the right person.
The role:
You will be supporting internal colleagues with a wide range of IT related issues and requests
Dealing with simple password resets through to taking full control of a colleagues PC remotely
You will be taking inbound calls from internal colleagues and also using a system called Live chat, which is an instant messaging system.
You will be working to SLA's and to tight deadlines to make sure the queries are resolved in a timely manner.
This working environment is busy and fast paced.
You will receive 6 weeks full training on all the technical aspect of the role, therefore having a technical background is not essential.
Skills & Knowledge:
You must have excellent customer service skills with a good telephone manner
You must have exceptional written English and grammar
You will be used to working in a fast paced environment
Have a genuine interest in working in the IT sector
Have great attention to detail and accuracy
Working hours:
Monday - Friday
35 hours per week
Working between 7am - 6.30pm (on a rota basis)
If you feel you are suitable for this role, please contact Jade Smith-Squires @ Adecco on (Apply online only)
Adecco is acting as an Employment Agency in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Sep 09, 2016
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Sep 09, 2016
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Sep 09, 2016
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Sep 09, 2016
Senior Application Support Analyst SQL, Net, - £45k - £55k Surrey - Excellent Training and Coaching offered on site
Application Support Analyst SQL, Net required by Europe's leading software house in Surrey. The firm have diversified their offerings massively over the last 6 months a new application analyst is required to help incorporate the number of new projects they have lined up for 2016.
This role Is for someone who is looking to move up to that team lead role as you will be responsible foe a team of 3 ( no team lead experience needed full training will be given)
As an senior application support analyst you will be responsible for implementations, deployments and maintenance as well as hands on role you will be working very closely with function analysts and DBA's to support both bespoke and off the shelf solutions.
Responsibilities:
Provide support for the applications including its users and associated services and configurations
Work as part of the service desk team providing 2nd line support of a technical nature
Provide an escalation point for queries and incidents
Support the smooth and timely delivery of all areas of service and support as defined by the support agreements
Manage a team of 3 application support analysts
SKILLS
Solid proven working experience of SQL (Querying, writing scripts etc)
Proven diagnosis and investigation experience within a software/IT support function
Experience of programming/debugging (.net, (url removed))
Experience of application support
Proven experience of managing incidents through to resolution or escalation
Proven experience in supporting CRM applications
This is a friendly and professional organisation that is experiencing phenomenal growth and have an impressive client base, in return for your hard work they will support your training and career development and ensure you get the right opportunities
This opportunity really is unique and will not be around for long so please, send your CV along with a cover note explaining why you think this is the role for you For a brief chat surrounding the opportunity, please call Victoria directly on (Apply online only).
No terminology in this advert is designed to discriminate on grounds of gender, race, colour, religion, creed, disability, age, sex or sexual orientation. Talent Point Ltd (including the trading name First Point) is a member of the Recruitment and Employment Confederation (REC) 00072652, an equal-opportunity employer and does not discriminate against these or any other class protected by applicable law
Our market leading technology solutions client knows that its reputation for being at the forefront of customer service and delivering innovative solutions are down to one main thing: its people. The business is constantly evolving to maintain these high standards and this leads to a dynamic and rewarding environment, driven by business requirements and supported by an engaged and highly valued workforce.
Now we are looking for a motivated and experienced Service Desk Analyst with excellent first line support skills to join this dynamic team at the frontline of the internal Group IT team supporting critical business systems
Key Responsibilities:-
• Call logging of all incidents and requests
• Provide technical remote support & manage all incidents & requests within the IT Service Management system.
• First line resolution wherever possible; escalating when necessary and monitoring progress through to resolution according to service level agreements (SLAs).
Key skills/competencies:-
• Experience of working on a IT Service Desk / IT Helpdesk
• Experience of supporting users on Microsoft Windows operating systems
• Understanding of ITIL Service Management / ITSM
• Thrive in a pressurised environment
• Excellent interpersonal and communication skills
• Excellent problem solving skills using judgement and experience
• Results Driven
• Take ownership & work without supervision
• High levels of focus & attention to detail.
• Flexible & Adaptable
• Customer Focus
This business truly puts its people at the centre of all its business operations and is providing a superb opportunity for a talented and applied, customer support focused individual to help achieve the continuing aim of delivering exceptional service to all of its customers.
On offer in return are fulfilling, long-term career opportunities and attractive reward packages.
Call us today for an informal chat to find out more about this exciting role or send us your CV for review.
Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.
Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability
Feb 21, 2016
Our market leading technology solutions client knows that its reputation for being at the forefront of customer service and delivering innovative solutions are down to one main thing: its people. The business is constantly evolving to maintain these high standards and this leads to a dynamic and rewarding environment, driven by business requirements and supported by an engaged and highly valued workforce.
Now we are looking for a motivated and experienced Service Desk Analyst with excellent first line support skills to join this dynamic team at the frontline of the internal Group IT team supporting critical business systems
Key Responsibilities:-
• Call logging of all incidents and requests
• Provide technical remote support & manage all incidents & requests within the IT Service Management system.
• First line resolution wherever possible; escalating when necessary and monitoring progress through to resolution according to service level agreements (SLAs).
Key skills/competencies:-
• Experience of working on a IT Service Desk / IT Helpdesk
• Experience of supporting users on Microsoft Windows operating systems
• Understanding of ITIL Service Management / ITSM
• Thrive in a pressurised environment
• Excellent interpersonal and communication skills
• Excellent problem solving skills using judgement and experience
• Results Driven
• Take ownership & work without supervision
• High levels of focus & attention to detail.
• Flexible & Adaptable
• Customer Focus
This business truly puts its people at the centre of all its business operations and is providing a superb opportunity for a talented and applied, customer support focused individual to help achieve the continuing aim of delivering exceptional service to all of its customers.
On offer in return are fulfilling, long-term career opportunities and attractive reward packages.
Call us today for an informal chat to find out more about this exciting role or send us your CV for review.
Please note that every application received is personally reviewed by our team. Avocet Strategic Resourcing does not use automated screening tools.
Avocet Strategic Resourcing is acting as an employment agency in regard to this role and does not discriminate on grounds of race, sex, marital status, religion or belief, sexual orientation, age or disability