2nd Line Service Desk EngineerSurrey Onsite Role x5 Days £35k-£40k + Benefits My client within financial services based in the Surrey area are recruiting for a 2nd Line Service Desk Engineer.As a 2nd Line Service Desk Engineer, you will be providing IT support to end users. Provide first response and analysis on incidents and follow through resolution. Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAsDemonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) 2nd Line Service Desk Engineer Benefits: 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked) Healthy contributed pension Training and development Access to a number of financial based products Dress down Fridays 2nd Line Service Desk Responsibilities: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required Build rapport and elicit problem details from service desk customers Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc) Identify and become proficient with appropriate software and hardware used and supported by the organisation Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc) Perform under defined timeframes and proactively report any need for deviation Attend meetings that may be necessary in the performance of your duties Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Undertake any additional tasks as may reasonably be required from time to time Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams Participate in the continual improvement of services and processes Create and manage support requests to 3rd party vendors when required and follow to resolution Work with the Change Manager as required per the Change Management process 2nd Line Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) Proven written and verbal communication skills Proven analytical and problem-solving abilities Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
May 17, 2024
Full time
2nd Line Service Desk EngineerSurrey Onsite Role x5 Days £35k-£40k + Benefits My client within financial services based in the Surrey area are recruiting for a 2nd Line Service Desk Engineer.As a 2nd Line Service Desk Engineer, you will be providing IT support to end users. Provide first response and analysis on incidents and follow through resolution. Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAsDemonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) 2nd Line Service Desk Engineer Benefits: 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked) Healthy contributed pension Training and development Access to a number of financial based products Dress down Fridays 2nd Line Service Desk Responsibilities: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required Build rapport and elicit problem details from service desk customers Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc) Identify and become proficient with appropriate software and hardware used and supported by the organisation Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc) Perform under defined timeframes and proactively report any need for deviation Attend meetings that may be necessary in the performance of your duties Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Undertake any additional tasks as may reasonably be required from time to time Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams Participate in the continual improvement of services and processes Create and manage support requests to 3rd party vendors when required and follow to resolution Work with the Change Manager as required per the Change Management process 2nd Line Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) Proven written and verbal communication skills Proven analytical and problem-solving abilities Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
2nd Line Service Desk Engineer Surrey Onsite Role x5 Days 35k- 40k + Benefits My client within financial services based in the Surrey area are recruiting for a 2nd Line Service Desk Engineer. As a 2nd Line Service Desk Engineer, you will be providing IT support to end users. Provide first response and analysis on incidents and follow through resolution. Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) 2nd Line Service Desk Engineer Benefits: 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked) Healthy contributed pension Training and development Access to a number of financial based products Dress down Fridays 2nd Line Service Desk Responsibilities: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required Build rapport and elicit problem details from service desk customers Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc) Identify and become proficient with appropriate software and hardware used and supported by the organisation Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc) Perform under defined timeframes and proactively report any need for deviation Attend meetings that may be necessary in the performance of your duties Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Undertake any additional tasks as may reasonably be required from time to time Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams Participate in the continual improvement of services and processes Create and manage support requests to 3rd party vendors when required and follow to resolution Work with the Change Manager as required per the Change Management process 2nd Line Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) Proven written and verbal communication skills Proven analytical and problem-solving abilities Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
May 17, 2024
Full time
2nd Line Service Desk Engineer Surrey Onsite Role x5 Days 35k- 40k + Benefits My client within financial services based in the Surrey area are recruiting for a 2nd Line Service Desk Engineer. As a 2nd Line Service Desk Engineer, you will be providing IT support to end users. Provide first response and analysis on incidents and follow through resolution. Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) 2nd Line Service Desk Engineer Benefits: 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked) Healthy contributed pension Training and development Access to a number of financial based products Dress down Fridays 2nd Line Service Desk Responsibilities: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required Build rapport and elicit problem details from service desk customers Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc) Identify and become proficient with appropriate software and hardware used and supported by the organisation Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc) Perform under defined timeframes and proactively report any need for deviation Attend meetings that may be necessary in the performance of your duties Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Undertake any additional tasks as may reasonably be required from time to time Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams Participate in the continual improvement of services and processes Create and manage support requests to 3rd party vendors when required and follow to resolution Work with the Change Manager as required per the Change Management process 2nd Line Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) Proven written and verbal communication skills Proven analytical and problem-solving abilities Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Job Title: Helpdesk Operative Job reference: SF We are currently recruiting for a Helpdesk Operative based in Manchester to Provide clerical support to the Facilities Maintenance and Compliance Unit with an essential element of customer service - receiving, understanding and communicating customers' requests by telephone or e-mail. Contribute in setting, developing, monitoring and implementing a range of clerical support systems in respect of the Facilities Maintenance and Compliance Unit's activities. Key details / responsibilities Provide clerical support to the Facilities Maintenance and Compliance, to assist them in providing an effective, efficient service to Estates customers To contribute in prioritising resources allocated to the administrative team Maintain detailed records on issues included, but not limited to (general clerical issues, stores and procurement) as instructed Responsible for the clerical issues of the Group, including but not limited to (use of telephone, data inputting, maintaining electronic and manual databases and an electronic work request system, ordering, invoicing, filing, photocopying, distribution of correspondence/documentation/post and hospitality arrangements) Provide specific advice within the area of expertise on a routine basis Use knowledge and experience to apply priorities for all job requests and to implement quick response procedures in urgent situations. To support the Help Desk Supervisor in the training of new operatives. Contribute to the development of a customer focused service, promoting the Directorate of Estates and Facilities by establishing and maintaining working relationships throughout the University. Ensure all activities undertaken are carried out in accordance with the requirements of the University, Directorate of Estates and Facilities Health & Safety policies and procedures, and particularly the Health & Safety at Work Regulations and all subordinate legislation. Essential knowledge, skills/experience: Appropriate vocational qualification to NVQ II in a clerical related discipline and substantial vocational experience An established track record and experience in contributing to administrative systems and processes, with customer service as an essential element Experience of using databases Experience of producing high quality reports and correspondence Must be proficient in:- Use of Microsoft Word Computer literacy is essential Microsoft Excel
May 16, 2024
Full time
Job Title: Helpdesk Operative Job reference: SF We are currently recruiting for a Helpdesk Operative based in Manchester to Provide clerical support to the Facilities Maintenance and Compliance Unit with an essential element of customer service - receiving, understanding and communicating customers' requests by telephone or e-mail. Contribute in setting, developing, monitoring and implementing a range of clerical support systems in respect of the Facilities Maintenance and Compliance Unit's activities. Key details / responsibilities Provide clerical support to the Facilities Maintenance and Compliance, to assist them in providing an effective, efficient service to Estates customers To contribute in prioritising resources allocated to the administrative team Maintain detailed records on issues included, but not limited to (general clerical issues, stores and procurement) as instructed Responsible for the clerical issues of the Group, including but not limited to (use of telephone, data inputting, maintaining electronic and manual databases and an electronic work request system, ordering, invoicing, filing, photocopying, distribution of correspondence/documentation/post and hospitality arrangements) Provide specific advice within the area of expertise on a routine basis Use knowledge and experience to apply priorities for all job requests and to implement quick response procedures in urgent situations. To support the Help Desk Supervisor in the training of new operatives. Contribute to the development of a customer focused service, promoting the Directorate of Estates and Facilities by establishing and maintaining working relationships throughout the University. Ensure all activities undertaken are carried out in accordance with the requirements of the University, Directorate of Estates and Facilities Health & Safety policies and procedures, and particularly the Health & Safety at Work Regulations and all subordinate legislation. Essential knowledge, skills/experience: Appropriate vocational qualification to NVQ II in a clerical related discipline and substantial vocational experience An established track record and experience in contributing to administrative systems and processes, with customer service as an essential element Experience of using databases Experience of producing high quality reports and correspondence Must be proficient in:- Use of Microsoft Word Computer literacy is essential Microsoft Excel
Job title - 2nd Line Engineer Location - Epsom, KT17 Salary - £40,000 per annum plus generous benefits package Duration - Perm/Full-time A hugely successful and highly regarded organisation within the financial services sector is looking for a 2nd Line Service Desk Engineer to join their busy team. Along with a salary of up to £40,000 per annum, you will receive a fantastic range of benefits including a generous pension, private healthcare, personal development training, rising holiday and lots more. The organisation is going through a period of growth currently following a big investment in IT, therefore it's a great time to join them. You will be providing first response and analysis on incidents and follow through to resolution. This role would suit an experienced 2nd Line Engineer with experience of working in a structured service desk environment, who is looking to progress their career in a fantastic working environment. As 2nd Line Engineer your responsibilities will include: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, virtualisation & on prem applications, Azure, etc) Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams We are looking for a 2nd Line Engineer who has the following skills and experience: Previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment A passion for providing a high level of service desk support to internal users Experience with desktop and server operating systems, 365, Active Directory (including Azure AD / Entra ID) Good knowledge of virtualisation technologies including VDI (Horizon VMware or similar) Out of the box troubleshooting skills with ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level This is a fantastic opportunity to play a key role in a growing team within a very well established (100 years+) FS institution who can offer great career progression. To apply for this role as 2nd Line Engineer, please click apply online and upload an updated copy of your CV.
May 13, 2024
Full time
Job title - 2nd Line Engineer Location - Epsom, KT17 Salary - £40,000 per annum plus generous benefits package Duration - Perm/Full-time A hugely successful and highly regarded organisation within the financial services sector is looking for a 2nd Line Service Desk Engineer to join their busy team. Along with a salary of up to £40,000 per annum, you will receive a fantastic range of benefits including a generous pension, private healthcare, personal development training, rising holiday and lots more. The organisation is going through a period of growth currently following a big investment in IT, therefore it's a great time to join them. You will be providing first response and analysis on incidents and follow through to resolution. This role would suit an experienced 2nd Line Engineer with experience of working in a structured service desk environment, who is looking to progress their career in a fantastic working environment. As 2nd Line Engineer your responsibilities will include: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, virtualisation & on prem applications, Azure, etc) Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams We are looking for a 2nd Line Engineer who has the following skills and experience: Previous experience in 2nd Line Support in an SLA, CSAT, ITIL driven environment A passion for providing a high level of service desk support to internal users Experience with desktop and server operating systems, 365, Active Directory (including Azure AD / Entra ID) Good knowledge of virtualisation technologies including VDI (Horizon VMware or similar) Out of the box troubleshooting skills with ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every level This is a fantastic opportunity to play a key role in a growing team within a very well established (100 years+) FS institution who can offer great career progression. To apply for this role as 2nd Line Engineer, please click apply online and upload an updated copy of your CV.