Job Title: Tier 1 Support Specialist Location: Eccles, Greater Manchester Salary: Competitive Job Type: Permanent, Full Time Start Date: ASAP An exciting opportunity has arisen to join us as an IT Support Specialist - Tier 1. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London and Scotland. We work with a diverse range business, and we have a specialist knowledge of the Hospitality sector. About the role: We are looking for an ambitious IT Support Specialist - Tier 1, Apprentice, to join our Helpdesk Team, working from our Eccles office. This is the perfect opportunity for someone currently working as an IT Support Specialist - Tier 1 looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service. Training will be offered to support someone with aspirations to move into a Tier 2 or Tier 3 role. Responsibilities: Point of contact between the business and end-user Logging all incidents and service requests Providing updates on tickets Creation of tickets Resetting passwords Setting up new devices for our client base, both Windows and Mac Completion of laptop pre-builds and post-builds Managing your time efficiently and planning your day accordingly About you: Experience: Ability to work unsupervised, independently and as part of a team IT related degree or relevant qualifications highly desirable Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT Able to demonstrate a good all-round knowledge of IT principles Knowledge of Windows OOB would be beneficial Knowledge of BIOS would be beneficial Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous Experience in initial remote diagnostics along with analysis and monitoring would be advantageous The willingness to learn new software and hardware skills Experience of MSP and or Hospitality is advantageous but not essential Knowledge of Microsoft cloud solutions including Office 365 would be advantageous Experience with Desktop & Server admin across the Microsoft stack would be advantageous Overall appreciation of client system security Personal Attributes: Friendly and professional Excited about tech and thrives on developing understanding of new technologies Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients Recognises the importance of frequent and clear communications Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team Feel that every day is a day of learning Disciplined, with the ability to prioritise and execute tasks under pressure Harnesses pressure to deliver results Why join us? We make work life balance a normal, not a benefit We offer some flexibility to work from home A fun and productive place to work Great team of people to work alongside Workplace Pension Comprehensive inhouse and external training offered Competitive salary that reflects your skills and experience Diversity and Inclusion: We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs. Other: In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, Support Technician, IT Support Engineer, Technical Support, 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.
May 16, 2024
Full time
Job Title: Tier 1 Support Specialist Location: Eccles, Greater Manchester Salary: Competitive Job Type: Permanent, Full Time Start Date: ASAP An exciting opportunity has arisen to join us as an IT Support Specialist - Tier 1. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London and Scotland. We work with a diverse range business, and we have a specialist knowledge of the Hospitality sector. About the role: We are looking for an ambitious IT Support Specialist - Tier 1, Apprentice, to join our Helpdesk Team, working from our Eccles office. This is the perfect opportunity for someone currently working as an IT Support Specialist - Tier 1 looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service. Training will be offered to support someone with aspirations to move into a Tier 2 or Tier 3 role. Responsibilities: Point of contact between the business and end-user Logging all incidents and service requests Providing updates on tickets Creation of tickets Resetting passwords Setting up new devices for our client base, both Windows and Mac Completion of laptop pre-builds and post-builds Managing your time efficiently and planning your day accordingly About you: Experience: Ability to work unsupervised, independently and as part of a team IT related degree or relevant qualifications highly desirable Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT Able to demonstrate a good all-round knowledge of IT principles Knowledge of Windows OOB would be beneficial Knowledge of BIOS would be beneficial Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous Experience in initial remote diagnostics along with analysis and monitoring would be advantageous The willingness to learn new software and hardware skills Experience of MSP and or Hospitality is advantageous but not essential Knowledge of Microsoft cloud solutions including Office 365 would be advantageous Experience with Desktop & Server admin across the Microsoft stack would be advantageous Overall appreciation of client system security Personal Attributes: Friendly and professional Excited about tech and thrives on developing understanding of new technologies Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients Recognises the importance of frequent and clear communications Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team Feel that every day is a day of learning Disciplined, with the ability to prioritise and execute tasks under pressure Harnesses pressure to deliver results Why join us? We make work life balance a normal, not a benefit We offer some flexibility to work from home A fun and productive place to work Great team of people to work alongside Workplace Pension Comprehensive inhouse and external training offered Competitive salary that reflects your skills and experience Diversity and Inclusion: We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs. Other: In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, Support Technician, IT Support Engineer, Technical Support, 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.
Job Title: Tier 1 Support Specialist Location: Eccles, Greater Manchester Salary: Competitive Job Type: Permanent, Full Time Start Date: ASAP An exciting opportunity has arisen to join us as an IT Support Specialist - Tier 1. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London and Scotland. We work with a diverse range business, and we have a specialist knowledge of the Hospitality sector. About the role: We are looking for an ambitious IT Support Specialist - Tier 1, Apprentice, to join our Helpdesk Team, working from our Eccles office. This is the perfect opportunity for someone currently working as an IT Support Specialist - Tier 1 looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service. Training will be offered to support someone with aspirations to move into a Tier 2 or Tier 3 role. Responsibilities: Point of contact between the business and end-user Logging all incidents and service requests Providing updates on tickets Creation of tickets Resetting passwords Setting up new devices for our client base, both Windows and Mac Completion of laptop pre-builds and post-builds Managing your time efficiently and planning your day accordingly About you: Experience: Ability to work unsupervised, independently and as part of a team IT related degree or relevant qualifications highly desirable Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT Able to demonstrate a good all-round knowledge of IT principles Knowledge of Windows OOB would be beneficial Knowledge of BIOS would be beneficial Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous Experience in initial remote diagnostics along with analysis and monitoring would be advantageous The willingness to learn new software and hardware skills Experience of MSP and or Hospitality is advantageous but not essential Knowledge of Microsoft cloud solutions including Office 365 would be advantageous Experience with Desktop & Server admin across the Microsoft stack would be advantageous Overall appreciation of client system security Personal Attributes: Friendly and professional Excited about tech and thrives on developing understanding of new technologies Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients Recognises the importance of frequent and clear communications Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team Feel that every day is a day of learning Disciplined, with the ability to prioritise and execute tasks under pressure Harnesses pressure to deliver results Why join us? We make work life balance a normal, not a benefit We offer some flexibility to work from home A fun and productive place to work Great team of people to work alongside Workplace Pension Comprehensive inhouse and external training offered Competitive salary that reflects your skills and experience Diversity and Inclusion: We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs. Other: In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, Support Technician, IT Support Engineer, Technical Support, 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.
May 15, 2024
Full time
Job Title: Tier 1 Support Specialist Location: Eccles, Greater Manchester Salary: Competitive Job Type: Permanent, Full Time Start Date: ASAP An exciting opportunity has arisen to join us as an IT Support Specialist - Tier 1. Netteam tX is a comprehensive IT Managed Service Provider (MSP) offering a complete suite of technology solutions to businesses across the UK. At Netteam tX, we recognise and develop talent, and look to retain talent through the creation of career opportunities, lateral and horizontal. Our culture is centred around our belief in continually refining our skills and knowledge, collectively as a team as well as individually. We actively encourage creativity and innovation, and we strongly believe that it is our people that make us great. We have Offices in Manchester & Newbury (Berkshire) as well as a team of field engineers working out of London and Scotland. We work with a diverse range business, and we have a specialist knowledge of the Hospitality sector. About the role: We are looking for an ambitious IT Support Specialist - Tier 1, Apprentice, to join our Helpdesk Team, working from our Eccles office. This is the perfect opportunity for someone currently working as an IT Support Specialist - Tier 1 looking to develop their skills or someone who is looking for their first role in IT and is passionate about delivering excellent customer service. Training will be offered to support someone with aspirations to move into a Tier 2 or Tier 3 role. Responsibilities: Point of contact between the business and end-user Logging all incidents and service requests Providing updates on tickets Creation of tickets Resetting passwords Setting up new devices for our client base, both Windows and Mac Completion of laptop pre-builds and post-builds Managing your time efficiently and planning your day accordingly About you: Experience: Ability to work unsupervised, independently and as part of a team IT related degree or relevant qualifications highly desirable Have a proven history of being able to troubleshoot and resolve issues, technical or outside IT Able to demonstrate a good all-round knowledge of IT principles Knowledge of Windows OOB would be beneficial Knowledge of BIOS would be beneficial Experience with PSA/RMM tools such as Autotask, AEM and IT Glue to provide enhanced support services to all clients would be advantageous Experience in initial remote diagnostics along with analysis and monitoring would be advantageous The willingness to learn new software and hardware skills Experience of MSP and or Hospitality is advantageous but not essential Knowledge of Microsoft cloud solutions including Office 365 would be advantageous Experience with Desktop & Server admin across the Microsoft stack would be advantageous Overall appreciation of client system security Personal Attributes: Friendly and professional Excited about tech and thrives on developing understanding of new technologies Possesses good written and verbal communications skills and the ability to clearly communicate complex technical issues to non-technical clients Recognises the importance of frequent and clear communications Keen to research new products and information around technical solutions that could provide answers and solve problems which benefit the whole team Feel that every day is a day of learning Disciplined, with the ability to prioritise and execute tasks under pressure Harnesses pressure to deliver results Why join us? We make work life balance a normal, not a benefit We offer some flexibility to work from home A fun and productive place to work Great team of people to work alongside Workplace Pension Comprehensive inhouse and external training offered Competitive salary that reflects your skills and experience Diversity and Inclusion: We are proactively committed to creating a diverse workforce at Netteam tX. We value diversity and inclusion; we want to attract the best people for all our roles. This is regardless of age, ethnicity, sexual orientation, gender, disability, socioeconomic status or religious beliefs. Other: In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure. Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with experience of: IT Support Engineer, IT Service Engineer, IT Service Desk Technician, IT Services Manager, 1st Line Helpdesk Engineer, IT Support Technician, Support Technician, IT Support Engineer, Technical Support, 1st Line, 1st Line Technical Support Analyst, 1st Line Helpdesk Engineer, 1st Line Support Engineer, 1st Line Support Technician may also be considered for this role.
Working With Us We are a pioneering education charity, and one of the leading multi-academy trusts in the country. We have a track record of taking on some of the most challenging schools in London, turning them into places where every young person can access a high-quality education and have opportunities to succeed. Educating 1 in 41 young people in London, we now have 54 primary and secondary academies transforming the life chances and opportunities of pupils from disadvantaged backgrounds. The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London. Our central team comprises a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain expertise all integral to supporting central and academies in areas such as Finance, HR, Data, Estates Management, Talent and many more. Main Areas of Responsibility Your responsibilities will include: Providing high-quality technical IT support, advice and guidance to students and to staff at academies and head office Ensuring all IT Support needs are logged appropriately Retaining ownership of Academy IT Support tickets and ensuring staff are regularly updated on status, and that these are resolved within the target resolution time Re-routing or escalating IT support tickets to the appropriate team as necessary and working to achieve resolution Identifying, implementing and documenting workarounds for desktop related problems Identifying recurring IT incidents and performing root cause analysis to identify the underlying cause, notifying the key contacts within the Federation and Academies under your care on detection of a major incident Imaging, maintaining and deploying Windows 10 based PCs, Laptops, Tablets, as well as Apple OS iMacs and iPads Installing configuring and maintaining computer peripheral equipment Installing and testing new software and software updates Installing, configuring and maintaining VoIP telephones Working with Technicians where necessary and providing 2nd line support for more complicated issues Familiarising yourself with network infrastructure and associated documentation Ensuring the server and network infrastructure at the Academy is regularly checked and maintained Working with the IT Service Delivery Manager and Infrastructure team to support the on-site infrastructure elements to ensure the availability and security of the network, data and applications Administering Active Directory user login accounts, Distribution and Security groups Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT Please download the application pack via our careers website for the full job description and person specification. What We are Looking For We would like to hear from you if you: Are a confident communicator at all levels, with excellent verbal and writtencommunication skills. Are self-motivated, with a can-do attitude and a strong commitment to delivering results on time and to a high quality in a fast paced, constantly changing environment Have the ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving Are professionally presented, flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focussed ICT support role Have good knowledge of Microsoft products, including Office 365 and SharePoint, Apple OS and other desktop related software products Have excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving Have the ability to react quickly and effectively to issues and opportunities Hold significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment Have current, in depth experience of supporting Windows 10 PCs, laptops and tablets Have recent experience of supporting Apple products, including iMacs and iPads, in an educational environment Can prove experience of supporting Microsoft products, including Office 365, SharePoint, and other desktop related products Have current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory Have a proven track record in working to strict timescales and of working with staff at all levels Applying for this Position Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, electric car scheme, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits. Learn more about our benefits on our website.
May 13, 2024
Full time
Working With Us We are a pioneering education charity, and one of the leading multi-academy trusts in the country. We have a track record of taking on some of the most challenging schools in London, turning them into places where every young person can access a high-quality education and have opportunities to succeed. Educating 1 in 41 young people in London, we now have 54 primary and secondary academies transforming the life chances and opportunities of pupils from disadvantaged backgrounds. The Harris Federation has a track record of accomplishment in achieving success through rapid school improvement and has built an unrivalled reputation for running outstanding academies in London. Our central team comprises a dedicated, driven group of departments working centrally to provide support across the Federation and all of our academies. Across a multitude of key departments, we maintain expertise all integral to supporting central and academies in areas such as Finance, HR, Data, Estates Management, Talent and many more. Main Areas of Responsibility Your responsibilities will include: Providing high-quality technical IT support, advice and guidance to students and to staff at academies and head office Ensuring all IT Support needs are logged appropriately Retaining ownership of Academy IT Support tickets and ensuring staff are regularly updated on status, and that these are resolved within the target resolution time Re-routing or escalating IT support tickets to the appropriate team as necessary and working to achieve resolution Identifying, implementing and documenting workarounds for desktop related problems Identifying recurring IT incidents and performing root cause analysis to identify the underlying cause, notifying the key contacts within the Federation and Academies under your care on detection of a major incident Imaging, maintaining and deploying Windows 10 based PCs, Laptops, Tablets, as well as Apple OS iMacs and iPads Installing configuring and maintaining computer peripheral equipment Installing and testing new software and software updates Installing, configuring and maintaining VoIP telephones Working with Technicians where necessary and providing 2nd line support for more complicated issues Familiarising yourself with network infrastructure and associated documentation Ensuring the server and network infrastructure at the Academy is regularly checked and maintained Working with the IT Service Delivery Manager and Infrastructure team to support the on-site infrastructure elements to ensure the availability and security of the network, data and applications Administering Active Directory user login accounts, Distribution and Security groups Maintaining communication between Federation and Academy IT Support staff, Service Managers and Academy SLT Please download the application pack via our careers website for the full job description and person specification. What We are Looking For We would like to hear from you if you: Are a confident communicator at all levels, with excellent verbal and writtencommunication skills. Are self-motivated, with a can-do attitude and a strong commitment to delivering results on time and to a high quality in a fast paced, constantly changing environment Have the ability to self-manage, organise, and prioritise tasks and work under pressure during troubleshooting and problem-solving Are professionally presented, flexible, adaptable and capable of handling the various pressures and demands associated with this highly customer focussed ICT support role Have good knowledge of Microsoft products, including Office 365 and SharePoint, Apple OS and other desktop related software products Have excellent troubleshooting and resolution skills, backed by a clear, analytical approach to problem solving Have the ability to react quickly and effectively to issues and opportunities Hold significant, recent experience in a similar, ITIL aligned, IT support role, preferably in a school or other educational environment Have current, in depth experience of supporting Windows 10 PCs, laptops and tablets Have recent experience of supporting Apple products, including iMacs and iPads, in an educational environment Can prove experience of supporting Microsoft products, including Office 365, SharePoint, and other desktop related products Have current, proven experience of Active Directory, including the administration of User accounts, Distribution and Security Groups within a Windows Server Active Directory Have a proven track record in working to strict timescales and of working with staff at all levels Applying for this Position Our people are at the heart of our success. We have developed a strong culture of collaboration and best practice, with professional development and career planning at its centre. We invest in our staff with support, coaching, mentoring, and a wide range of top-quality training programmes delivered at every level. In addition to the opportunities for career development and progression, we also offer a competitive rewards and benefits package which includes a Performance and Loyalty Bonus, Pension Scheme with generous employer contributions, a Wellbeing Cash Plan, electric car scheme, 26 days' annual leave (plus bank holidays) for staff who work across the full year, and many other benefits. Learn more about our benefits on our website.
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
Software Distribution Technician (Radia / McAfee / Windows) - Temporary - Bracknell, Berkshire.
A global IT services company is searching for a Software Distribution Technician to join their team on a temporary basis in Bracknell. The role will involve working for a major defence organisation so SC security clearance will be required (the company will obtain clearance for the successful candidate).
Description:
A Software Distribution Technician is required to provide technical support for the Software Delivery (Radia) solution who will be part of a larger team of approximately 20 Engineers. The Technician will operate the HP Radia Distribution process, manage software downloads to UADs and Servers, be involved in planning and co-ordinating major application roll-outs and baselines, investigate reported failures for delivery in liaison with 3rd line technical support ensuring disruption is kept to a minimum, ensure Sanctuary database is updated, provide support to data centres and tier3 servers in Live, distribute and maintain Anti-Virus solution to all devices (servers and uads) at the technical infrastructure boundaries and gateways, liaise with engineering, release management to understand future product releases, ensure license compliance isn't compromised at user devices.
Skills - Mandatory:
Security Clearance
W2K/W2K3
Anti-Virus Solutions - preferably McAfee
A good team player
Skills - Useful:
Sanctuary
Knowledge of Software Deployment Tools (Radia/SMS)
Trouble shooting skills
HP Radia
Writing process documents and Work Instructions
Project People Ltd is acting as an Employment Business in relation to this vacancy
Sep 09, 2016
Software Distribution Technician (Radia / McAfee / Windows) - Temporary - Bracknell, Berkshire.
A global IT services company is searching for a Software Distribution Technician to join their team on a temporary basis in Bracknell. The role will involve working for a major defence organisation so SC security clearance will be required (the company will obtain clearance for the successful candidate).
Description:
A Software Distribution Technician is required to provide technical support for the Software Delivery (Radia) solution who will be part of a larger team of approximately 20 Engineers. The Technician will operate the HP Radia Distribution process, manage software downloads to UADs and Servers, be involved in planning and co-ordinating major application roll-outs and baselines, investigate reported failures for delivery in liaison with 3rd line technical support ensuring disruption is kept to a minimum, ensure Sanctuary database is updated, provide support to data centres and tier3 servers in Live, distribute and maintain Anti-Virus solution to all devices (servers and uads) at the technical infrastructure boundaries and gateways, liaise with engineering, release management to understand future product releases, ensure license compliance isn't compromised at user devices.
Skills - Mandatory:
Security Clearance
W2K/W2K3
Anti-Virus Solutions - preferably McAfee
A good team player
Skills - Useful:
Sanctuary
Knowledge of Software Deployment Tools (Radia/SMS)
Trouble shooting skills
HP Radia
Writing process documents and Work Instructions
Project People Ltd is acting as an Employment Business in relation to this vacancy
CVL
Northallerton, Northallerton, North Yorkshire, UK
This is a temporary post to start immediately.
Primary Functions:
*Assist the Service Desk with the delivery of ICT support services;
*Resolve service calls as directed by the Service Desk;
*To monitor and pro-actively maintain the Service's systems;
*To provide ICT support administration within the section;
*To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
*To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
*To maintain the integrity of our client's ICT infrastructure and ensure a secure and virus-free service;
*To help ensure software licences are available for each supported device and our client's infrastructure is free from unauthorised software, in line with SOPs
*To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
*To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
*To co-ordinate workloads with other IT disciplines within the IT section;
*To undertake development training, either on or off site, as required;
*To undertake all other required functions appropriate to the role and grade.
To be considered you require:
IT Support Skills / Experience:
*Troubleshooting and supporting Windows Operating Systems
*Troubleshooting and supporting Microsoft Office Packages
*Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
*Experience of supporting virtual technologies (VMware 4, Hyper-V);
*Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
*Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
*Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
*Experience supporting network printers;
*Previous experience of imaging and configuring workstations;
*Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
*Proven track record of Asset Management.
Possess the following:
*A working knowledge of the internals of servers, storage devices, PC's and peripherals
*Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
*An understanding of industry standard networking principles and protocols
*The ability to contribute to specifications produced internally or by other departments
*A current driving licence
Be able to:
*Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
*Comply with the Data Protection Act and ensure data security is maintained
ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Sep 09, 2016
This is a temporary post to start immediately.
Primary Functions:
*Assist the Service Desk with the delivery of ICT support services;
*Resolve service calls as directed by the Service Desk;
*To monitor and pro-actively maintain the Service's systems;
*To provide ICT support administration within the section;
*To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
*To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
*To maintain the integrity of our client's ICT infrastructure and ensure a secure and virus-free service;
*To help ensure software licences are available for each supported device and our client's infrastructure is free from unauthorised software, in line with SOPs
*To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
*To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
*To co-ordinate workloads with other IT disciplines within the IT section;
*To undertake development training, either on or off site, as required;
*To undertake all other required functions appropriate to the role and grade.
To be considered you require:
IT Support Skills / Experience:
*Troubleshooting and supporting Windows Operating Systems
*Troubleshooting and supporting Microsoft Office Packages
*Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
*Experience of supporting virtual technologies (VMware 4, Hyper-V);
*Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
*Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
*Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
*Experience supporting network printers;
*Previous experience of imaging and configuring workstations;
*Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
*Proven track record of Asset Management.
Possess the following:
*A working knowledge of the internals of servers, storage devices, PC's and peripherals
*Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
*An understanding of industry standard networking principles and protocols
*The ability to contribute to specifications produced internally or by other departments
*A current driving licence
Be able to:
*Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
*Comply with the Data Protection Act and ensure data security is maintained
ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Overall Purpose Of Role:
To effectively and efficiently support, maintain, administer and upgrade the ICT infrastructure
Rolemap - National Occupation Standards for IT practitioners Level 3
Primary Functions:
• Assist the Service Desk with the delivery of ICT support services;
• Resolve service calls as directed by the Service Desk;
• To monitor and pro-actively maintain the Service’s systems;
• To provide ICT support administration within the section;
• To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
• To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
• To maintain the integrity of the ICT infrastructure and ensure a secure and virus-free service;
• To help ensure software licences are available for each supported device and the infrastructure is free from unauthorised software, in line with FAST regulations and the Policies and SOPs;
• To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
• To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
• To co-ordinate workloads with other IT disciplines within the IT section;
• To undertake development training, either on or off site, as required;
• To undertake all other required functions appropriate to the role and grade.
Secondary Functions:
• To co-ordinate and manage small IT based projects
• Carry out pro-active problem management in line with ITIL best practices
Role Essential Requirements
IT Support Skills / Experience:
• Troubleshooting and supporting Windows Operating Systems
• Troubleshooting and supporting Microsoft Office Packages
• Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
• Experience of supporting virtual technologies (VMware 4, Hyper-V);
• Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
• Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
• Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
• Experience supporting network printers;
• Previous experience of imaging and configuring workstations;
• Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
• Proven track record of Asset Management.
Possess the following:
• A working knowledge of the internals of servers, storage devices, PC’s and peripherals
• Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
• An understanding of industry standard networking principles and protocols
• The ability to contribute to specifications produced internally or by other departments
• A current driving licence
Be able to:
• Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
• Comply with the Data Protection Act and ensure data security is maintained
This job is working 37 hours per week, Monday to Friday
Sep 09, 2016
Overall Purpose Of Role:
To effectively and efficiently support, maintain, administer and upgrade the ICT infrastructure
Rolemap - National Occupation Standards for IT practitioners Level 3
Primary Functions:
• Assist the Service Desk with the delivery of ICT support services;
• Resolve service calls as directed by the Service Desk;
• To monitor and pro-actively maintain the Service’s systems;
• To provide ICT support administration within the section;
• To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
• To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
• To maintain the integrity of the ICT infrastructure and ensure a secure and virus-free service;
• To help ensure software licences are available for each supported device and the infrastructure is free from unauthorised software, in line with FAST regulations and the Policies and SOPs;
• To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
• To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
• To co-ordinate workloads with other IT disciplines within the IT section;
• To undertake development training, either on or off site, as required;
• To undertake all other required functions appropriate to the role and grade.
Secondary Functions:
• To co-ordinate and manage small IT based projects
• Carry out pro-active problem management in line with ITIL best practices
Role Essential Requirements
IT Support Skills / Experience:
• Troubleshooting and supporting Windows Operating Systems
• Troubleshooting and supporting Microsoft Office Packages
• Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
• Experience of supporting virtual technologies (VMware 4, Hyper-V);
• Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
• Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
• Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
• Experience supporting network printers;
• Previous experience of imaging and configuring workstations;
• Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
• Proven track record of Asset Management.
Possess the following:
• A working knowledge of the internals of servers, storage devices, PC’s and peripherals
• Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
• An understanding of industry standard networking principles and protocols
• The ability to contribute to specifications produced internally or by other departments
• A current driving licence
Be able to:
• Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
• Comply with the Data Protection Act and ensure data security is maintained
This job is working 37 hours per week, Monday to Friday
Software Distribution Technician (Radia / McAfee / Windows) - Temporary - Bracknell, Berkshire.
A global IT services company is searching for a Software Distribution Technician to join their team on a temporary basis in Bracknell. The role will involve working for a major defence organisation so SC security clearance will be required (the company will obtain clearance for the successful candidate).
Description:
A Software Distribution Technician is required to provide technical support for the Software Delivery (Radia) solution who will be part of a larger team of approximately 20 Engineers. The Technician will operate the HP Radia Distribution process, manage software downloads to UADs and Servers, be involved in planning and co-ordinating major application roll-outs and baselines, investigate reported failures for delivery in liaison with 3rd line technical support ensuring disruption is kept to a minimum, ensure Sanctuary database is updated, provide support to data centres and tier3 servers in Live, distribute and maintain Anti-Virus solution to all devices (servers and uads) at the technical infrastructure boundaries and gateways, liaise with engineering, release management to understand future product releases, ensure license compliance isn't compromised at user devices.
Skills - Mandatory:
Security Clearance
W2K/W2K3
Anti-Virus Solutions - preferably McAfee
A good team player
Skills - Useful:
Sanctuary
Knowledge of Software Deployment Tools (Radia/SMS)
Trouble shooting skills
HP Radia
Writing process documents and Work Instructions
Project People Ltd is acting as an Employment Business in relation to this vacancy
Sep 09, 2016
Software Distribution Technician (Radia / McAfee / Windows) - Temporary - Bracknell, Berkshire.
A global IT services company is searching for a Software Distribution Technician to join their team on a temporary basis in Bracknell. The role will involve working for a major defence organisation so SC security clearance will be required (the company will obtain clearance for the successful candidate).
Description:
A Software Distribution Technician is required to provide technical support for the Software Delivery (Radia) solution who will be part of a larger team of approximately 20 Engineers. The Technician will operate the HP Radia Distribution process, manage software downloads to UADs and Servers, be involved in planning and co-ordinating major application roll-outs and baselines, investigate reported failures for delivery in liaison with 3rd line technical support ensuring disruption is kept to a minimum, ensure Sanctuary database is updated, provide support to data centres and tier3 servers in Live, distribute and maintain Anti-Virus solution to all devices (servers and uads) at the technical infrastructure boundaries and gateways, liaise with engineering, release management to understand future product releases, ensure license compliance isn't compromised at user devices.
Skills - Mandatory:
Security Clearance
W2K/W2K3
Anti-Virus Solutions - preferably McAfee
A good team player
Skills - Useful:
Sanctuary
Knowledge of Software Deployment Tools (Radia/SMS)
Trouble shooting skills
HP Radia
Writing process documents and Work Instructions
Project People Ltd is acting as an Employment Business in relation to this vacancy
CVL
Northallerton, Northallerton, North Yorkshire, UK
This is a temporary post to start immediately.
Primary Functions:
*Assist the Service Desk with the delivery of ICT support services;
*Resolve service calls as directed by the Service Desk;
*To monitor and pro-actively maintain the Service's systems;
*To provide ICT support administration within the section;
*To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
*To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
*To maintain the integrity of our client's ICT infrastructure and ensure a secure and virus-free service;
*To help ensure software licences are available for each supported device and our client's infrastructure is free from unauthorised software, in line with SOPs
*To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
*To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
*To co-ordinate workloads with other IT disciplines within the IT section;
*To undertake development training, either on or off site, as required;
*To undertake all other required functions appropriate to the role and grade.
To be considered you require:
IT Support Skills / Experience:
*Troubleshooting and supporting Windows Operating Systems
*Troubleshooting and supporting Microsoft Office Packages
*Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
*Experience of supporting virtual technologies (VMware 4, Hyper-V);
*Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
*Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
*Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
*Experience supporting network printers;
*Previous experience of imaging and configuring workstations;
*Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
*Proven track record of Asset Management.
Possess the following:
*A working knowledge of the internals of servers, storage devices, PC's and peripherals
*Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
*An understanding of industry standard networking principles and protocols
*The ability to contribute to specifications produced internally or by other departments
*A current driving licence
Be able to:
*Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
*Comply with the Data Protection Act and ensure data security is maintained
ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Sep 09, 2016
This is a temporary post to start immediately.
Primary Functions:
*Assist the Service Desk with the delivery of ICT support services;
*Resolve service calls as directed by the Service Desk;
*To monitor and pro-actively maintain the Service's systems;
*To provide ICT support administration within the section;
*To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
*To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
*To maintain the integrity of our client's ICT infrastructure and ensure a secure and virus-free service;
*To help ensure software licences are available for each supported device and our client's infrastructure is free from unauthorised software, in line with SOPs
*To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
*To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
*To co-ordinate workloads with other IT disciplines within the IT section;
*To undertake development training, either on or off site, as required;
*To undertake all other required functions appropriate to the role and grade.
To be considered you require:
IT Support Skills / Experience:
*Troubleshooting and supporting Windows Operating Systems
*Troubleshooting and supporting Microsoft Office Packages
*Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
*Experience of supporting virtual technologies (VMware 4, Hyper-V);
*Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
*Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
*Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
*Experience supporting network printers;
*Previous experience of imaging and configuring workstations;
*Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
*Proven track record of Asset Management.
Possess the following:
*A working knowledge of the internals of servers, storage devices, PC's and peripherals
*Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
*An understanding of industry standard networking principles and protocols
*The ability to contribute to specifications produced internally or by other departments
*A current driving licence
Be able to:
*Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
*Comply with the Data Protection Act and ensure data security is maintained
ONLY SHORTLISTED APPLICANTS WILL BE CONTACTED
Adecco is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer
Overall Purpose Of Role:
To effectively and efficiently support, maintain, administer and upgrade the ICT infrastructure
Rolemap - National Occupation Standards for IT practitioners Level 3
Primary Functions:
• Assist the Service Desk with the delivery of ICT support services;
• Resolve service calls as directed by the Service Desk;
• To monitor and pro-actively maintain the Service’s systems;
• To provide ICT support administration within the section;
• To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
• To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
• To maintain the integrity of the ICT infrastructure and ensure a secure and virus-free service;
• To help ensure software licences are available for each supported device and the infrastructure is free from unauthorised software, in line with FAST regulations and the Policies and SOPs;
• To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
• To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
• To co-ordinate workloads with other IT disciplines within the IT section;
• To undertake development training, either on or off site, as required;
• To undertake all other required functions appropriate to the role and grade.
Secondary Functions:
• To co-ordinate and manage small IT based projects
• Carry out pro-active problem management in line with ITIL best practices
Role Essential Requirements
IT Support Skills / Experience:
• Troubleshooting and supporting Windows Operating Systems
• Troubleshooting and supporting Microsoft Office Packages
• Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
• Experience of supporting virtual technologies (VMware 4, Hyper-V);
• Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
• Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
• Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
• Experience supporting network printers;
• Previous experience of imaging and configuring workstations;
• Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
• Proven track record of Asset Management.
Possess the following:
• A working knowledge of the internals of servers, storage devices, PC’s and peripherals
• Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
• An understanding of industry standard networking principles and protocols
• The ability to contribute to specifications produced internally or by other departments
• A current driving licence
Be able to:
• Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
• Comply with the Data Protection Act and ensure data security is maintained
This job is working 37 hours per week, Monday to Friday
Sep 09, 2016
Overall Purpose Of Role:
To effectively and efficiently support, maintain, administer and upgrade the ICT infrastructure
Rolemap - National Occupation Standards for IT practitioners Level 3
Primary Functions:
• Assist the Service Desk with the delivery of ICT support services;
• Resolve service calls as directed by the Service Desk;
• To monitor and pro-actively maintain the Service’s systems;
• To provide ICT support administration within the section;
• To liaise with external Service partners for all IT fault resolutions, enhancements and upgrades;
• To maintain IT standard operating procedures (SOPs) in line with legislation and internal regulations;
• To maintain the integrity of the ICT infrastructure and ensure a secure and virus-free service;
• To help ensure software licences are available for each supported device and the infrastructure is free from unauthorised software, in line with FAST regulations and the Policies and SOPs;
• To support the planning, procurement, management and implementation of new or replacement IT infrastructure programmes and systems, in line with fault tolerant, performance and secured designs and requirements;
• To provide advice and guidance to the Head of ITSS and other stakeholders on recommended developments, in line with technological advances and Service development needs;
• To co-ordinate workloads with other IT disciplines within the IT section;
• To undertake development training, either on or off site, as required;
• To undertake all other required functions appropriate to the role and grade.
Secondary Functions:
• To co-ordinate and manage small IT based projects
• Carry out pro-active problem management in line with ITIL best practices
Role Essential Requirements
IT Support Skills / Experience:
• Troubleshooting and supporting Windows Operating Systems
• Troubleshooting and supporting Microsoft Office Packages
• Troubleshooting and supporting Microsoft industry standard enterprise server technologies (SQL, Exchange, SharePoint, System Centre);
• Experience of supporting virtual technologies (VMware 4, Hyper-V);
• Experience of supporting thin client technologies (Citrix 7.5 and above, Terminal Services);
• Demonstrable experience of supporting various server applications (Anti-Virus, Web / Mail Filtering, etc.);
• Proven experience of supporting a variety of modern client workstations (Laptops, handhelds, tablets);
• Experience supporting network printers;
• Previous experience of imaging and configuring workstations;
• Previous support management of Active Directory Services, DHCP, DNS, GPOs, file based permissions and IIS;
• Proven track record of Asset Management.
Possess the following:
• A working knowledge of the internals of servers, storage devices, PC’s and peripherals
• Knowledge of ancillary devices connected to PCs or laptops (e.g. PDAs and printers)
• An understanding of industry standard networking principles and protocols
• The ability to contribute to specifications produced internally or by other departments
• A current driving licence
Be able to:
• Assist in the creation of Disaster Recovery plans and ensure the plans are updated appropriately.
• Comply with the Data Protection Act and ensure data security is maintained
This job is working 37 hours per week, Monday to Friday
Our client a multi award winning call centre , in Swindon are looking for an experienced IT Support Technician to join their expanding team on a permanent basis.
Purpose of the role:
To deliver 2nd Line Support to the business, building strong working relationships with staff and clients.
Manage support tickets communicating effectively with staff and third party suppliers through to ticket resolution.
Ensure tickets are logged correctly and capture all information needed by 3rd Line Support if 2nd Line are unable to resolve.
Escalate to 3rd Line within appropriate time scales.
Manage and configure Active Directory and configure Group Policies within the CIS guidelines.
Manage the desktop/laptop estate.
Ensure all policy documentation and asset database is up to date.
Manage and deliver office moves.
Ensure that company security systems such as Anti-Virus our kept up to date.
Support with projects and new implementations.
Carry out any systems testing and support with the rollout procedure.
Build new campaigns and scripts.
Provide support to other IT areas when required.
Support all key business systems
Achieve profitable growth by leading the way in innovative working practices and ideas and additional project work when directed
Manage SLA's to deliver agreed quality standards in line with company protocol.
Facilitate change through personal commitment and ownership of organisational incentives.
Deputise in the IT managers absence if requested
Key accountabilities:
Achieve targets to maintain productivity, quality and service standards and behaviours.
Responsible for individual performance and managing own workloads
Complete work within the timeframes provided
Maintain the appropriate level of functional, technical expertise and knowledge of product, procedures, services and systems
Support the out of hours IT helpdesk as and when requested, supporting the business at all times and communicating effectively during these hours.
Skills and competence:
Knowledge of working in a PCI controlled environment would be advantageous
Excellent understanding of PC operating systems. Windows7 and Windows 8.
Excellent knowledge of Active Directory, Group Policy and domain environments.
Competent in the use of Microsoft Office 2010/2013 especially Excel.
Knowledge of Anti-Virus systems and relevant security standards.
Appropriate balance of people and team skill
Persuasive communication and negotiation skills
Client/customer relationship skills-Attend conference calls as and when required.
Able to lead and implement change
Planning and organisation skills
Analytical skills
Performance management skills
Appropriate knowledge of relevant legislation/regulation
Market risk and business awareness
Knowledge of the risk framework
There are 2 shifts that will run;
Shift 1 - 8am to 4.30pm
Shift 2 - 10.30am to 7pm
Out of Hours Support/On Call;
Monday - Friday 7pm to 10pm
Saturday - 8am to 10pm
Sunday - 9am to 10pm
Every other week
The salary for this role is £25,000 plus a call out charge which will be an hourly rate.
Benefits
Car Parking space included
Feb 21, 2016
Our client a multi award winning call centre , in Swindon are looking for an experienced IT Support Technician to join their expanding team on a permanent basis.
Purpose of the role:
To deliver 2nd Line Support to the business, building strong working relationships with staff and clients.
Manage support tickets communicating effectively with staff and third party suppliers through to ticket resolution.
Ensure tickets are logged correctly and capture all information needed by 3rd Line Support if 2nd Line are unable to resolve.
Escalate to 3rd Line within appropriate time scales.
Manage and configure Active Directory and configure Group Policies within the CIS guidelines.
Manage the desktop/laptop estate.
Ensure all policy documentation and asset database is up to date.
Manage and deliver office moves.
Ensure that company security systems such as Anti-Virus our kept up to date.
Support with projects and new implementations.
Carry out any systems testing and support with the rollout procedure.
Build new campaigns and scripts.
Provide support to other IT areas when required.
Support all key business systems
Achieve profitable growth by leading the way in innovative working practices and ideas and additional project work when directed
Manage SLA's to deliver agreed quality standards in line with company protocol.
Facilitate change through personal commitment and ownership of organisational incentives.
Deputise in the IT managers absence if requested
Key accountabilities:
Achieve targets to maintain productivity, quality and service standards and behaviours.
Responsible for individual performance and managing own workloads
Complete work within the timeframes provided
Maintain the appropriate level of functional, technical expertise and knowledge of product, procedures, services and systems
Support the out of hours IT helpdesk as and when requested, supporting the business at all times and communicating effectively during these hours.
Skills and competence:
Knowledge of working in a PCI controlled environment would be advantageous
Excellent understanding of PC operating systems. Windows7 and Windows 8.
Excellent knowledge of Active Directory, Group Policy and domain environments.
Competent in the use of Microsoft Office 2010/2013 especially Excel.
Knowledge of Anti-Virus systems and relevant security standards.
Appropriate balance of people and team skill
Persuasive communication and negotiation skills
Client/customer relationship skills-Attend conference calls as and when required.
Able to lead and implement change
Planning and organisation skills
Analytical skills
Performance management skills
Appropriate knowledge of relevant legislation/regulation
Market risk and business awareness
Knowledge of the risk framework
There are 2 shifts that will run;
Shift 1 - 8am to 4.30pm
Shift 2 - 10.30am to 7pm
Out of Hours Support/On Call;
Monday - Friday 7pm to 10pm
Saturday - 8am to 10pm
Sunday - 9am to 10pm
Every other week
The salary for this role is £25,000 plus a call out charge which will be an hourly rate.
Benefits
Car Parking space included