This role involves:
Being the first point of contact to receive and log incidents/service requests from customers via telephone, email and customer service desk and processing accordingly.
Providing first and second line diagnosis, resolution and technical support.
Working as part of a busy, customer focussed team in a technically challenging environment to provide all ICT related services across the group structure.
The successful candidate will have experience of working in a 1st and 2nd line support role with good all-round technical knowledge of ICT in a multi-site environment and ability to analyse and successfully resolve complex problems. You will also possess excellent verbal and written communication, problem-solving, customer service and interpersonal skills and have a good knowledge and understanding of data protection principles.
Job Purpose
Reporting to the ICT Infrastructure Support Team Leader, the post holder will be part of the ICT team who provide ICT related services across the WATMOS group in Walsall and London.
The work of the post holder will directly impact upon services that support front line services, their continuity and delivery.
The post holder will be required to function effectively in a busy, customer focussed and technically challenging environment providing 1st and 2nd Line technical support.
We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.
In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.
May 01, 2024
Full time
This role involves:
Being the first point of contact to receive and log incidents/service requests from customers via telephone, email and customer service desk and processing accordingly.
Providing first and second line diagnosis, resolution and technical support.
Working as part of a busy, customer focussed team in a technically challenging environment to provide all ICT related services across the group structure.
The successful candidate will have experience of working in a 1st and 2nd line support role with good all-round technical knowledge of ICT in a multi-site environment and ability to analyse and successfully resolve complex problems. You will also possess excellent verbal and written communication, problem-solving, customer service and interpersonal skills and have a good knowledge and understanding of data protection principles.
Job Purpose
Reporting to the ICT Infrastructure Support Team Leader, the post holder will be part of the ICT team who provide ICT related services across the WATMOS group in Walsall and London.
The work of the post holder will directly impact upon services that support front line services, their continuity and delivery.
The post holder will be required to function effectively in a busy, customer focussed and technically challenging environment providing 1st and 2nd Line technical support.
We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution.
In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.
Our client is looking for an IT support analyst to join their small London based team.
This is a full-time permanent role that is predominantly based in the London office in the West End. It is a varied role that spreads across all Level 1 and Level 2 support and extends into Level 3 support for some systems.
The role involves:
IT systems administration and maintenance
Troubleshooting IT problems
IT security investigations
Data Backups
Generation of regular IT system performance and activity reports
Device management and operating system rebuilds
IT Change management
Documentation
Training of staff in the use of IT systems
General IT support and advice/sounding board for management
Desired competencies for candidates are:
- A very high level of discipline and trustworthiness - Tertiary qualification in IT systems administration and/or networking - Minimum of 2-3 years of experience in previous IT roles - Strong analytical skills. Driven by process and identifying opportunities for process improvement - Strong interpersonal skills and an excellent standard of both written and spoken English - A deep understanding of cyber security issues - Familiarity with Microsoft Active Directory environment. Detailed knowledge of Windows 10 administration - Experience installing operating systems on laptops/desktops - A detailed understanding of TCP/IP networking. Familiarity with Cisco networking to CCNA level or higher - Proficient use of Excel, Word - SQL, HTML or C# (.Net) skills are an advantage - Familiarity with Cisco security products such as Stealthwatch, ESA, WSA, ISE is an advantage - Familiarity with collaboration software such as Microsoft SharePoint, Cisco Unified Communications Manager or Cisco Meeting Server is an advantage - Familiarity with mobile device management is an advantage - Ability to work flexible hours
Mar 27, 2023
Full time
Our client is looking for an IT support analyst to join their small London based team.
This is a full-time permanent role that is predominantly based in the London office in the West End. It is a varied role that spreads across all Level 1 and Level 2 support and extends into Level 3 support for some systems.
The role involves:
IT systems administration and maintenance
Troubleshooting IT problems
IT security investigations
Data Backups
Generation of regular IT system performance and activity reports
Device management and operating system rebuilds
IT Change management
Documentation
Training of staff in the use of IT systems
General IT support and advice/sounding board for management
Desired competencies for candidates are:
- A very high level of discipline and trustworthiness - Tertiary qualification in IT systems administration and/or networking - Minimum of 2-3 years of experience in previous IT roles - Strong analytical skills. Driven by process and identifying opportunities for process improvement - Strong interpersonal skills and an excellent standard of both written and spoken English - A deep understanding of cyber security issues - Familiarity with Microsoft Active Directory environment. Detailed knowledge of Windows 10 administration - Experience installing operating systems on laptops/desktops - A detailed understanding of TCP/IP networking. Familiarity with Cisco networking to CCNA level or higher - Proficient use of Excel, Word - SQL, HTML or C# (.Net) skills are an advantage - Familiarity with Cisco security products such as Stealthwatch, ESA, WSA, ISE is an advantage - Familiarity with collaboration software such as Microsoft SharePoint, Cisco Unified Communications Manager or Cisco Meeting Server is an advantage - Familiarity with mobile device management is an advantage - Ability to work flexible hours
Junior IT Support Analyst 4 days onsite Our client, a small financial services organisation have an exciting opportunity for a Junior IT Support Analyst who is looking to enhance their skillset and career by working alongside a talented IT Manager, supporting the wider business needs. This role requires some commercial IT Support/Helpdesk experience but would be the ideal fit for a curious and enthusiastic individual who is eager to learn and pick up new skills within the financial services sector. You will be based in their head office a short walk from Bank station with the ability to work from home, once up to speed, on Fridays. Role responsibilities: Ensure overnight backups have run successfully Check any other overnight routines and batch file updates etc. Ensure network resilience Monitor server and firewall status Ensure constant internet availability Address outstanding IT issues, log items and provide helpdesk support to users Perform system maintenance routines Run reports as required Maintain "Password Policy" in accordance with Company Handbook On-going maintenance of other hardware to include ancillary items, including the telephone network, printers etc. Skills required: 1st Line support on Microsoft Windows environment. Hardware and Software support Windows 10/11 and server 2019 and above support. Maintain Windows updates. O365 support including basic understanding on Azure Cloud Services. Azure AD Support Basic understanding of Network devices such as Switches/ WiFi Mesh Printer (Canon) and PaperCut Support. Backup - Veeam Support (Backup and Replication). Security - Firewall Basic understanding of Cisco Firewall is preferable. Cyber Security - Good understanding of cybersecurity and ensuring cyber essential is kept up to date. Auditing - Use software to audit the network environment and permissions. Auditing - shared drives. Database - SQL Server DB Support with SSRS would be preferable. Telephony - BT One phone support (preferable). Junior IT Support Analyst Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
May 18, 2024
Full time
Junior IT Support Analyst 4 days onsite Our client, a small financial services organisation have an exciting opportunity for a Junior IT Support Analyst who is looking to enhance their skillset and career by working alongside a talented IT Manager, supporting the wider business needs. This role requires some commercial IT Support/Helpdesk experience but would be the ideal fit for a curious and enthusiastic individual who is eager to learn and pick up new skills within the financial services sector. You will be based in their head office a short walk from Bank station with the ability to work from home, once up to speed, on Fridays. Role responsibilities: Ensure overnight backups have run successfully Check any other overnight routines and batch file updates etc. Ensure network resilience Monitor server and firewall status Ensure constant internet availability Address outstanding IT issues, log items and provide helpdesk support to users Perform system maintenance routines Run reports as required Maintain "Password Policy" in accordance with Company Handbook On-going maintenance of other hardware to include ancillary items, including the telephone network, printers etc. Skills required: 1st Line support on Microsoft Windows environment. Hardware and Software support Windows 10/11 and server 2019 and above support. Maintain Windows updates. O365 support including basic understanding on Azure Cloud Services. Azure AD Support Basic understanding of Network devices such as Switches/ WiFi Mesh Printer (Canon) and PaperCut Support. Backup - Veeam Support (Backup and Replication). Security - Firewall Basic understanding of Cisco Firewall is preferable. Cyber Security - Good understanding of cybersecurity and ensuring cyber essential is kept up to date. Auditing - Use software to audit the network environment and permissions. Auditing - shared drives. Database - SQL Server DB Support with SSRS would be preferable. Telephony - BT One phone support (preferable). Junior IT Support Analyst Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website
We're working with a Bristol based tech company looking to recruit an experienced Application Support Analyst.? Our Client is an award winning leading global supplier of application software and implementation services to the health insurance sector. What you're looking for? Joining their friendly, team of 6 Application Support Analysts you'll deliver first class support to a worldwide customer base using their award-winning product and be responsible for: Triaging Incidents logged within the Service Desk system Investigating and resolving all types of application support issues/requests Working directly with client representatives to progress issues/requests Collaborating with colleagues to progress issues/requests and further understanding Contributing to the company knowledgebase with FAQs, 'How to ' and technical articles Writing SQL scripts for data correction Escalating issues to development for further in-depth analysis Assisting with the download of databases from clients and their restore locally The team strives to be non-hierarchical with a friendly can-do culture encouraging a proactive approach where every Analyst takes ownership of their ticket/s until resolution and closure. What we're looking for? Someone with 2 years + experience in a similar role, good technical ability, a friendly and confident personality, a "can-do" attitude and a naturally inherent customer centric mind-set and approach. Ideally with prior application support experience within the commercial software development industry. Good MS/SQL Server script writing experience Proven analytical and problem-solving abilities Client-facing experience Really good customer service skills Ability to effectively prioritise work Good communication and interpersonal skills, with a focus on listening and questioning Good documentation skills In return you'll be offered a long term career with training and development, fluid hybrid working and a competitive salary with great benefits package.
May 18, 2024
Full time
We're working with a Bristol based tech company looking to recruit an experienced Application Support Analyst.? Our Client is an award winning leading global supplier of application software and implementation services to the health insurance sector. What you're looking for? Joining their friendly, team of 6 Application Support Analysts you'll deliver first class support to a worldwide customer base using their award-winning product and be responsible for: Triaging Incidents logged within the Service Desk system Investigating and resolving all types of application support issues/requests Working directly with client representatives to progress issues/requests Collaborating with colleagues to progress issues/requests and further understanding Contributing to the company knowledgebase with FAQs, 'How to ' and technical articles Writing SQL scripts for data correction Escalating issues to development for further in-depth analysis Assisting with the download of databases from clients and their restore locally The team strives to be non-hierarchical with a friendly can-do culture encouraging a proactive approach where every Analyst takes ownership of their ticket/s until resolution and closure. What we're looking for? Someone with 2 years + experience in a similar role, good technical ability, a friendly and confident personality, a "can-do" attitude and a naturally inherent customer centric mind-set and approach. Ideally with prior application support experience within the commercial software development industry. Good MS/SQL Server script writing experience Proven analytical and problem-solving abilities Client-facing experience Really good customer service skills Ability to effectively prioritise work Good communication and interpersonal skills, with a focus on listening and questioning Good documentation skills In return you'll be offered a long term career with training and development, fluid hybrid working and a competitive salary with great benefits package.
IT Service Desk Analyst Are you an IT Service Desk Analyst looking for a new challenge? Are you seeking a permanent IT opportunity offering excellent training? In this exciting IT support role working for a leading global law firm, you will be responsible for providing 1st line support for all technology systems. Are you looking for a great work/life balance? Hybrid working is on offer at this forward-thinking firm, offering you the chance to work from home 2 days per week! Your responsibilities: Being the first point of call for all IT-related support and providing remote technical support for computer applications and hardware: Office 365 Microsoft Teams Windows 10 Active Directory Exchange iManage Your skills: 1 - 3 years' experience within an IT Service Desk or phone-based customer service role Excellent troubleshooting skills, with a demonstrable knowledge of hardware such as laptops and mobiles. Excellent communication skills and a good understanding of working in a high pressure environment. Monday to Friday, 9.30am-5.30pm shift If this sounds of interest, hit APPLY now!
May 18, 2024
Full time
IT Service Desk Analyst Are you an IT Service Desk Analyst looking for a new challenge? Are you seeking a permanent IT opportunity offering excellent training? In this exciting IT support role working for a leading global law firm, you will be responsible for providing 1st line support for all technology systems. Are you looking for a great work/life balance? Hybrid working is on offer at this forward-thinking firm, offering you the chance to work from home 2 days per week! Your responsibilities: Being the first point of call for all IT-related support and providing remote technical support for computer applications and hardware: Office 365 Microsoft Teams Windows 10 Active Directory Exchange iManage Your skills: 1 - 3 years' experience within an IT Service Desk or phone-based customer service role Excellent troubleshooting skills, with a demonstrable knowledge of hardware such as laptops and mobiles. Excellent communication skills and a good understanding of working in a high pressure environment. Monday to Friday, 9.30am-5.30pm shift If this sounds of interest, hit APPLY now!
Our Client is one of the UK's largest and most trusted Service Providers, they are currently recruiting for a 2nd Line Service Desk Analyst - Security Lead to be based in their Reading office. Your role is to support the stable operation of clients Infrastructure and Applications with a specific focus on IT Security.Providing 2nd line support to all employees and companies that fall under the Managed Service Contract. Main Duties of the Role Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or incidents. Responding to calls and e-mails on the service desk, adhering to strict SLA's for fault resolutions and service requests completions. Day to day incident management and proactive monitoring of IT Security Systems and associated platforms and components Coordinate small teams delivering security related work packages in line with the company process to meet customer and business requirements. Document and report on work completed to ensure security compliance with customer and company procedures. Escalate issues in line with company processes to ensure customer demands are met. Support the Service Desk team to ensure IT Platforms are security hardened to latest best practice and review planned changes that impact security. Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Conduct updates of STA documents and knowledge base to ensure that any changes to set up, location or configuration of kit is logged in a timely and appropriate manner, where any additional hardware or software is included within the network component inventory. Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy. Manage and support ISO, Cyber Security Essentials and other accreditations aligned with security objectives. Experience and Skills 5+ years' Desktop, Networking, Server or application support experience. Ability to communicate and advise technical/service information to different levels. Working knowledge of security systems and platforms, minimum Security + cert. Working towards CISSP certification WAN/LAN/Networking skill sets Microsoft/VMWare/Cloud technologies Familiarity with ISO 27001 and Cyber Essentials Firewall and network security configuration AV, Patch Management, Endpoint Protection and EDR technologies Understanding of ITIL Practices Salary £40,000-£45,000
May 18, 2024
Full time
Our Client is one of the UK's largest and most trusted Service Providers, they are currently recruiting for a 2nd Line Service Desk Analyst - Security Lead to be based in their Reading office. Your role is to support the stable operation of clients Infrastructure and Applications with a specific focus on IT Security.Providing 2nd line support to all employees and companies that fall under the Managed Service Contract. Main Duties of the Role Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or incidents. Responding to calls and e-mails on the service desk, adhering to strict SLA's for fault resolutions and service requests completions. Day to day incident management and proactive monitoring of IT Security Systems and associated platforms and components Coordinate small teams delivering security related work packages in line with the company process to meet customer and business requirements. Document and report on work completed to ensure security compliance with customer and company procedures. Escalate issues in line with company processes to ensure customer demands are met. Support the Service Desk team to ensure IT Platforms are security hardened to latest best practice and review planned changes that impact security. Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products. Conduct updates of STA documents and knowledge base to ensure that any changes to set up, location or configuration of kit is logged in a timely and appropriate manner, where any additional hardware or software is included within the network component inventory. Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy. Manage and support ISO, Cyber Security Essentials and other accreditations aligned with security objectives. Experience and Skills 5+ years' Desktop, Networking, Server or application support experience. Ability to communicate and advise technical/service information to different levels. Working knowledge of security systems and platforms, minimum Security + cert. Working towards CISSP certification WAN/LAN/Networking skill sets Microsoft/VMWare/Cloud technologies Familiarity with ISO 27001 and Cyber Essentials Firewall and network security configuration AV, Patch Management, Endpoint Protection and EDR technologies Understanding of ITIL Practices Salary £40,000-£45,000
New role! Our client is a leading technology company based in Hertfordshire, specializing in managed services to company's across the UK. We are currently seeking a dynamic and experienced Service Desk Team Leader to join our team. If you have a passion for technology, excellent leadership skills, and expertise in Azure and Windows environments, we want to hear from you! Responsibilities: Reporting to the ServiceDesk Manager, you will lead and manage a team of service desk analysts, ensuring efficient and effective service delivery. Provide technical guidance and support to team members. Oversee incident management, problem resolution, and service requests. Collaborate with other IT teams to ensure seamless operations. Maintain a high level of client service, ensuring accurate and timely responses. Identify service trends and implement process improvements. Conduct training sessions for service desk analysts. Ensure service delivery meets SLAs. Requirements: Technical Skills: Strong working knowledge of Microsoft Windows environments, including Windows 10/11. Experience supporting O365, Exchange, Azure, and Active Directory. Familiarity with Microsoft Intune Device Management and Azure AD. Azure fundamentals or Azure Administration certifications preferred. Leadership Skills: Proven experience in team management or team lead roles. Excellent communication, interpersonal, and motivational skills. Ability to lead by example and inspire team members. Education: A-Level or equivalent (preferred). Apply ASAP!
May 18, 2024
Full time
New role! Our client is a leading technology company based in Hertfordshire, specializing in managed services to company's across the UK. We are currently seeking a dynamic and experienced Service Desk Team Leader to join our team. If you have a passion for technology, excellent leadership skills, and expertise in Azure and Windows environments, we want to hear from you! Responsibilities: Reporting to the ServiceDesk Manager, you will lead and manage a team of service desk analysts, ensuring efficient and effective service delivery. Provide technical guidance and support to team members. Oversee incident management, problem resolution, and service requests. Collaborate with other IT teams to ensure seamless operations. Maintain a high level of client service, ensuring accurate and timely responses. Identify service trends and implement process improvements. Conduct training sessions for service desk analysts. Ensure service delivery meets SLAs. Requirements: Technical Skills: Strong working knowledge of Microsoft Windows environments, including Windows 10/11. Experience supporting O365, Exchange, Azure, and Active Directory. Familiarity with Microsoft Intune Device Management and Azure AD. Azure fundamentals or Azure Administration certifications preferred. Leadership Skills: Proven experience in team management or team lead roles. Excellent communication, interpersonal, and motivational skills. Ability to lead by example and inspire team members. Education: A-Level or equivalent (preferred). Apply ASAP!
IT Service Desk Analyst £200 per day - Inside IR35 via UmbrellaLocation: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the following- Be the primary point of contact to accept phone calls into the Service Desk, logging onto the ISM system and triaging, applying simple fixes where available or assigning to the appropriate teams Be the primary point of contact to accept Self Service requests/tickets, ensuring all the required data is captured, tickets are set to the correct priority level, assigned to the correct internal team for management or apply simple fixes Where demand is reduced, undertake ticket admin tasks such as call chase ups, keeping customers informed of progress and ensuring ticket closures carry the acceptance of the customer Required Skills/experience - Experience of working in a contact centre / IT Service Desk Experience of customer service Experience of ticket management including setting of priorities, capturing details and recording correctly Candidates must be UK based and have the right to work in the UK without any restrictions. If you are interested in the role and would like to apply, please do so by clicking the link, or contacting Jackie Dean at Jumar for immediate consideration. We take great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
May 18, 2024
Full time
IT Service Desk Analyst £200 per day - Inside IR35 via UmbrellaLocation: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the following- Be the primary point of contact to accept phone calls into the Service Desk, logging onto the ISM system and triaging, applying simple fixes where available or assigning to the appropriate teams Be the primary point of contact to accept Self Service requests/tickets, ensuring all the required data is captured, tickets are set to the correct priority level, assigned to the correct internal team for management or apply simple fixes Where demand is reduced, undertake ticket admin tasks such as call chase ups, keeping customers informed of progress and ensuring ticket closures carry the acceptance of the customer Required Skills/experience - Experience of working in a contact centre / IT Service Desk Experience of customer service Experience of ticket management including setting of priorities, capturing details and recording correctly Candidates must be UK based and have the right to work in the UK without any restrictions. If you are interested in the role and would like to apply, please do so by clicking the link, or contacting Jackie Dean at Jumar for immediate consideration. We take great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
Service Desk Analyst Salary: Band 4 starting at £25,524 Tenure: Fixed Term for up to 11 months The ability to speak Welsh is essential for this role. Join our game changing, life-saving team as a Service Desk Analyst and help to make a real difference to health and care services in Wales. We are seeking passionate customer focused individuals to join our team providing technical support to service users across the NHS in Wales. No prior service desk experience is needed as we will provide full technical training. Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation. What will you be doing? Providing dedicated customer service to users across NHS Wales, ensuring they receive timely and effective technical support through the medium of Welsh Engaging with users via phone and email, utilizing your excellent communication skills to troubleshoot and provide solutions, escalating where necessary to resolve technical challenges Document all interactions and solutions accurately in our ticketing system, contributing to our knowledge base and ensuring consistent support for all users. What we re looking for? You will have strong customer service skills with a passion for helping others Excellent communication skills, both written and verbal Comfortable and confident communicating over the phone You will have the ability to quickly learn new technologies and processes. Strong problem-solving skills and attention to detail You will also have fluent Welsh language skills Working for us Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
May 18, 2024
Contractor
Service Desk Analyst Salary: Band 4 starting at £25,524 Tenure: Fixed Term for up to 11 months The ability to speak Welsh is essential for this role. Join our game changing, life-saving team as a Service Desk Analyst and help to make a real difference to health and care services in Wales. We are seeking passionate customer focused individuals to join our team providing technical support to service users across the NHS in Wales. No prior service desk experience is needed as we will provide full technical training. Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation. What will you be doing? Providing dedicated customer service to users across NHS Wales, ensuring they receive timely and effective technical support through the medium of Welsh Engaging with users via phone and email, utilizing your excellent communication skills to troubleshoot and provide solutions, escalating where necessary to resolve technical challenges Document all interactions and solutions accurately in our ticketing system, contributing to our knowledge base and ensuring consistent support for all users. What we re looking for? You will have strong customer service skills with a passion for helping others Excellent communication skills, both written and verbal Comfortable and confident communicating over the phone You will have the ability to quickly learn new technologies and processes. Strong problem-solving skills and attention to detail You will also have fluent Welsh language skills Working for us Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
IT Service Desk Analyst 200 per day - Inside IR35 via Umbrella Location: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the following- Be the primary point of contact to accept phone calls into the Service Desk, logging onto the ISM system and triaging, applying simple fixes where available or assigning to the appropriate teams Be the primary point of contact to accept Self Service requests/tickets, ensuring all the required data is captured, tickets are set to the correct priority level, assigned to the correct internal team for management or apply simple fixes Where demand is reduced, undertake ticket admin tasks such as call chase ups, keeping customers informed of progress and ensuring ticket closures carry the acceptance of the customer Required Skills/experience - Experience of working in a contact centre / IT Service Desk Experience of customer service Experience of ticket management including setting of priorities, capturing details and recording correctly Candidates must be UK based and have the right to work in the UK without any restrictions. If you are interested in the role and would like to apply, please do so by clicking the link, or contacting Jackie Dean at Jumar for immediate consideration. We take great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
May 18, 2024
Contractor
IT Service Desk Analyst 200 per day - Inside IR35 via Umbrella Location: Birmingham, West Midlands - Full time onsite 5 days per week - Excellent transport links Midlands based Service Desk resources are required to work on our financial services client's thriving desk until 17/9/24. The Service Desk Analyst will be required to cover the following- Be the primary point of contact to accept phone calls into the Service Desk, logging onto the ISM system and triaging, applying simple fixes where available or assigning to the appropriate teams Be the primary point of contact to accept Self Service requests/tickets, ensuring all the required data is captured, tickets are set to the correct priority level, assigned to the correct internal team for management or apply simple fixes Where demand is reduced, undertake ticket admin tasks such as call chase ups, keeping customers informed of progress and ensuring ticket closures carry the acceptance of the customer Required Skills/experience - Experience of working in a contact centre / IT Service Desk Experience of customer service Experience of ticket management including setting of priorities, capturing details and recording correctly Candidates must be UK based and have the right to work in the UK without any restrictions. If you are interested in the role and would like to apply, please do so by clicking the link, or contacting Jackie Dean at Jumar for immediate consideration. We take great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce.
Your new company Hays are working with an organisation based in Avonmouth, Bristol to support with the recruitment for a permanent Application Support Analyst. The role is paying up to £35,000pa + benefits and bonus and the organisation offers hybrid working, 3 days on site per week. This organisation are going through an exciting growth period and have implemented a new digital roadmap to support this. Your new role In the role, you will work in the IT services function to provide technical knowledge & second line support to end users within the organisation. You will support users across bespoke application set up & integration whilst also training and supporting them. You will work closely with the service desk but also support in IT project delivery in line with the organisations strategic plans. What you'll need to succeed To be considered for this role, you will need to have worked in a similar application support / technical support based role. You will need to have excellent communication skills and a customer-centric approach. You must also have good time management skills and be able to work in a dynamic, high-volume environment. Exposure with Excel, specifically using multiple data sources within pivot tables, would be beneficial, as would experience using Microsoft Central dynamics 365 business Central. Exposure to ITIL standards & frameworks would also be beneficial. If you have experience with point of sale solutions & applications, that would be advantageous. What you'll get in return In return, you will work for an established business, which is currently experiencing exciting growth. You'll work for a friendly team with a great culture & working environment. You will also be exposed to internal development & career progression. The salary on offer is c£35,000 & benefits and the role offers hybrid working (3 days per week). What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
May 18, 2024
Full time
Your new company Hays are working with an organisation based in Avonmouth, Bristol to support with the recruitment for a permanent Application Support Analyst. The role is paying up to £35,000pa + benefits and bonus and the organisation offers hybrid working, 3 days on site per week. This organisation are going through an exciting growth period and have implemented a new digital roadmap to support this. Your new role In the role, you will work in the IT services function to provide technical knowledge & second line support to end users within the organisation. You will support users across bespoke application set up & integration whilst also training and supporting them. You will work closely with the service desk but also support in IT project delivery in line with the organisations strategic plans. What you'll need to succeed To be considered for this role, you will need to have worked in a similar application support / technical support based role. You will need to have excellent communication skills and a customer-centric approach. You must also have good time management skills and be able to work in a dynamic, high-volume environment. Exposure with Excel, specifically using multiple data sources within pivot tables, would be beneficial, as would experience using Microsoft Central dynamics 365 business Central. Exposure to ITIL standards & frameworks would also be beneficial. If you have experience with point of sale solutions & applications, that would be advantageous. What you'll get in return In return, you will work for an established business, which is currently experiencing exciting growth. You'll work for a friendly team with a great culture & working environment. You will also be exposed to internal development & career progression. The salary on offer is c£35,000 & benefits and the role offers hybrid working (3 days per week). What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
Senior Security Engineer Hybrid x3 days in the office I am working with a leading finance company based in Fleet who are looking for a Senior Security Engineer to help safeguard their organization from cyberattacks. Responsibilities include monitoring systems, identifying vulnerabilities, installing protective software, and documenting detections for efficient breach mitigation. You'll defend computer systems from theft, loss, and cyberattacks. Key Responsibilities: Document security breaches, assess damage, and develop mitigation strategies. Perform network vulnerability assessments and remediation. Stay updated on IT security trends and news, developing company-wide best practices. Conduct internal penetration testing and assist in installing security software. Serve as an escalation point for resolving security and network issues from the service desk. Requirements, Skills, and Qualifications: Proven work experience as a Cyber Security Analyst or similar role in information security. Expertise in computer network penetration testing techniques and experience in related fields. Familiarity with firewalls, proxies, SIEM, antivirus, and IDPS concepts. Ability to identify and mitigate network vulnerabilities and communicate avoidance strategies. Bachelor's degree in computer science or related field preferred. Professional certification in Security+, CySA+, CEH, CISA, or CISSP preferred Benefits 11% non-contributory pension scheme 25 days annual leave plus bank holidays Annual leave buying scheme Discretionary annual bonus Private Medical Insurance Life Assurance Income Protection Scheme Paid time off to volunteer Enhanced Maternity and Paternity pay and more Hybrid working after 3-month probation This is an amazing opportunity to join a growing business and have a direct impact on their security efforts. They are based in Fleet and have a hybrid policy with 3 days a week onsite.
May 18, 2024
Full time
Senior Security Engineer Hybrid x3 days in the office I am working with a leading finance company based in Fleet who are looking for a Senior Security Engineer to help safeguard their organization from cyberattacks. Responsibilities include monitoring systems, identifying vulnerabilities, installing protective software, and documenting detections for efficient breach mitigation. You'll defend computer systems from theft, loss, and cyberattacks. Key Responsibilities: Document security breaches, assess damage, and develop mitigation strategies. Perform network vulnerability assessments and remediation. Stay updated on IT security trends and news, developing company-wide best practices. Conduct internal penetration testing and assist in installing security software. Serve as an escalation point for resolving security and network issues from the service desk. Requirements, Skills, and Qualifications: Proven work experience as a Cyber Security Analyst or similar role in information security. Expertise in computer network penetration testing techniques and experience in related fields. Familiarity with firewalls, proxies, SIEM, antivirus, and IDPS concepts. Ability to identify and mitigate network vulnerabilities and communicate avoidance strategies. Bachelor's degree in computer science or related field preferred. Professional certification in Security+, CySA+, CEH, CISA, or CISSP preferred Benefits 11% non-contributory pension scheme 25 days annual leave plus bank holidays Annual leave buying scheme Discretionary annual bonus Private Medical Insurance Life Assurance Income Protection Scheme Paid time off to volunteer Enhanced Maternity and Paternity pay and more Hybrid working after 3-month probation This is an amazing opportunity to join a growing business and have a direct impact on their security efforts. They are based in Fleet and have a hybrid policy with 3 days a week onsite.
Junior IT Support Analyst 4 days onsite Our client, a small financial services organisation have an exciting opportunity for a Junior IT Support Analyst who is looking to enhance their skillset and career by working alongside a talented IT Manager, supporting the wider business needs. This role requires some commercial IT Support/Helpdesk experience but would be the ideal fit for a curious and enthusiastic individual who is eager to learn and pick up new skills within the financial services sector. You will be based in their head office a short walk from Bank station with the ability to work from home, once up to speed, on Fridays. Role responsibilities: Ensure overnight backups have run successfully Check any other overnight routines and batch file updates etc. Ensure network resilience Monitor server and firewall status Ensure constant internet availability Address outstanding IT issues, log items and provide helpdesk support to users Perform system maintenance routines Run reports as required Maintain Password Policy in accordance with Company Handbook On-going maintenance of other hardware to include ancillary items, including the telephone network, printers etc. Skills required: 1st Line support on Microsoft Windows environment. Hardware and Software support Windows 10/11 and server 2019 and above support. Maintain Windows updates. O365 support including basic understanding on Azure Cloud Services. Azure AD Support Basic understanding of Network devices such as Switches/ WiFi Mesh Printer (Canon) and PaperCut Support. Backup Veeam Support (Backup and Replication). Security Firewall Basic understanding of Cisco Firewall is preferable. Cyber Security Good understanding of cybersecurity and ensuring cyber essential is kept up to date. Auditing Use software to audit the network environment and permissions. Auditing shared drives. Database SQL Server DB Support with SSRS would be preferable. Telephony BT One phone support (preferable). Junior IT Support Analyst Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website (url removed)
May 18, 2024
Full time
Junior IT Support Analyst 4 days onsite Our client, a small financial services organisation have an exciting opportunity for a Junior IT Support Analyst who is looking to enhance their skillset and career by working alongside a talented IT Manager, supporting the wider business needs. This role requires some commercial IT Support/Helpdesk experience but would be the ideal fit for a curious and enthusiastic individual who is eager to learn and pick up new skills within the financial services sector. You will be based in their head office a short walk from Bank station with the ability to work from home, once up to speed, on Fridays. Role responsibilities: Ensure overnight backups have run successfully Check any other overnight routines and batch file updates etc. Ensure network resilience Monitor server and firewall status Ensure constant internet availability Address outstanding IT issues, log items and provide helpdesk support to users Perform system maintenance routines Run reports as required Maintain Password Policy in accordance with Company Handbook On-going maintenance of other hardware to include ancillary items, including the telephone network, printers etc. Skills required: 1st Line support on Microsoft Windows environment. Hardware and Software support Windows 10/11 and server 2019 and above support. Maintain Windows updates. O365 support including basic understanding on Azure Cloud Services. Azure AD Support Basic understanding of Network devices such as Switches/ WiFi Mesh Printer (Canon) and PaperCut Support. Backup Veeam Support (Backup and Replication). Security Firewall Basic understanding of Cisco Firewall is preferable. Cyber Security Good understanding of cybersecurity and ensuring cyber essential is kept up to date. Auditing Use software to audit the network environment and permissions. Auditing shared drives. Database SQL Server DB Support with SSRS would be preferable. Telephony BT One phone support (preferable). Junior IT Support Analyst Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted. Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website (url removed)
IT Service Desk Analyst - 2nd line IT Service Desk Analyst required to join a growing telecommunication solutions provider based in Bristol with multiple offices across the UK. As an IT Service Desk Analyst, you will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLAs are met. The position would suit someone with 3+ years' experience in a 1st/2nd line role who is looking to step up into a pure 2nd line role. The company can offer a clear progression path from 2nd line to 3rd. Essential knowledge: 3+ years technical support experience Windows Desktop environments and Active Directory Strong Microsoft product knowledge Networking knowledge: LAN, VPN, TCP/IP Strong customer service skills This will be an office-based role located in Bristol. Due to the company's location, own transport will be required. If you are interested in this opportunity please contact (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
May 18, 2024
Full time
IT Service Desk Analyst - 2nd line IT Service Desk Analyst required to join a growing telecommunication solutions provider based in Bristol with multiple offices across the UK. As an IT Service Desk Analyst, you will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLAs are met. The position would suit someone with 3+ years' experience in a 1st/2nd line role who is looking to step up into a pure 2nd line role. The company can offer a clear progression path from 2nd line to 3rd. Essential knowledge: 3+ years technical support experience Windows Desktop environments and Active Directory Strong Microsoft product knowledge Networking knowledge: LAN, VPN, TCP/IP Strong customer service skills This will be an office-based role located in Bristol. Due to the company's location, own transport will be required. If you are interested in this opportunity please contact (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
SERVICE DESK ANALYST - 1ST LINE LOCATION - YORK SALARY - 23,000 TO 26,000 FT OFFICE BASED Your new role Hays Technology are partnering with a Global Technology Solutions provider to find their next Hire for the IT Support Team. Joining an experienced team of IT Support colleagues, you will be provided with comprehensive Training on specific Products and manage user queries and technical issues which come through on a Ticket system. What you'll need to succeed Customer Service Excellence is key to this role - the Hiring Manager will put a lot of emphasis on Hiring the person who demonstrates enthusiasm and an excellent track record of outstanding Customer Service - coupled with a solid background of providing 1st Line IT support. Day to Day duties will involve: Manage & prioritise incidents, delivering support via the phone, on e-mail or remotely using VPN, proactively monitoring systems / service statuses. CORE SKILLS - Knowledge of Operating Systems (MS Windows), Active Directory, Laptop support, experience with a Service Desk tool such as ServiceNow, previous IT / 1st Line support knowledge, excellent communication skills - both written and verbal. What you'll get in return This position is full-time in the York Office. The salary on offer is between 23,000 - 26,000. Please Note - Vetting and Security Clearance will need to be passed prior to starting. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
May 18, 2024
Full time
SERVICE DESK ANALYST - 1ST LINE LOCATION - YORK SALARY - 23,000 TO 26,000 FT OFFICE BASED Your new role Hays Technology are partnering with a Global Technology Solutions provider to find their next Hire for the IT Support Team. Joining an experienced team of IT Support colleagues, you will be provided with comprehensive Training on specific Products and manage user queries and technical issues which come through on a Ticket system. What you'll need to succeed Customer Service Excellence is key to this role - the Hiring Manager will put a lot of emphasis on Hiring the person who demonstrates enthusiasm and an excellent track record of outstanding Customer Service - coupled with a solid background of providing 1st Line IT support. Day to Day duties will involve: Manage & prioritise incidents, delivering support via the phone, on e-mail or remotely using VPN, proactively monitoring systems / service statuses. CORE SKILLS - Knowledge of Operating Systems (MS Windows), Active Directory, Laptop support, experience with a Service Desk tool such as ServiceNow, previous IT / 1st Line support knowledge, excellent communication skills - both written and verbal. What you'll get in return This position is full-time in the York Office. The salary on offer is between 23,000 - 26,000. Please Note - Vetting and Security Clearance will need to be passed prior to starting. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Service Desk Analyst Our client based in South Manchester is currently looking for a Service Desk Analyst. The Service Desk Analyst will provide day-to-day support for the Service Desk team. Responsibilities: Coordinate and support all the administrative duties as directed by the Head of Implementations and Service Desk on a day-to-day basis. Assist with coordination & monitoring of team training & development plan. Analysis of Support tickets to identify both internal/external training requirements. Skills and experience: Good data processing skills Drive and determination Motivation Confident and enthusiastic Ability to multi-task Creative Attention to detail Methodical Benefits : Annual Bonus 33 days holiday + options to purchase 10 more Private medical How to Apply if You re Interested in this Job: If this sounds like your perfect role, click Apply without delay! Service Desk Analyst
May 18, 2024
Full time
Service Desk Analyst Our client based in South Manchester is currently looking for a Service Desk Analyst. The Service Desk Analyst will provide day-to-day support for the Service Desk team. Responsibilities: Coordinate and support all the administrative duties as directed by the Head of Implementations and Service Desk on a day-to-day basis. Assist with coordination & monitoring of team training & development plan. Analysis of Support tickets to identify both internal/external training requirements. Skills and experience: Good data processing skills Drive and determination Motivation Confident and enthusiastic Ability to multi-task Creative Attention to detail Methodical Benefits : Annual Bonus 33 days holiday + options to purchase 10 more Private medical How to Apply if You re Interested in this Job: If this sounds like your perfect role, click Apply without delay! Service Desk Analyst
IT Service Desk Analyst - 2nd line IT Service Desk Analyst required to join a growing telecommunication solutions provider based in Basingstoke with multiple offices across the UK. As an IT Service Desk Analyst, you will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLAs are met. The position would suit someone with 3+ years' experience in a 1st/2nd line role who is looking to step up into a pure 2nd line role. The company can offer a clear progression path from 2nd line to 3rd. Essential knowledge: 3+ years technical support experience Windows Desktop environments and Active Directory Strong Microsoft product knowledge Networking knowledge: LAN, VPN, TCP/IP Strong customer service skills This will be an office-based role located in Basingstoke. Due to the company's location, own transport will be required. If you are interested in this opportunity please contact (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
May 18, 2024
Full time
IT Service Desk Analyst - 2nd line IT Service Desk Analyst required to join a growing telecommunication solutions provider based in Basingstoke with multiple offices across the UK. As an IT Service Desk Analyst, you will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLAs are met. The position would suit someone with 3+ years' experience in a 1st/2nd line role who is looking to step up into a pure 2nd line role. The company can offer a clear progression path from 2nd line to 3rd. Essential knowledge: 3+ years technical support experience Windows Desktop environments and Active Directory Strong Microsoft product knowledge Networking knowledge: LAN, VPN, TCP/IP Strong customer service skills This will be an office-based role located in Basingstoke. Due to the company's location, own transport will be required. If you are interested in this opportunity please contact (url removed) Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.
IT Service Desk Lead Location: Oxfordshire Salary: 35k Would you like to become involved in an exciting and fulfilling opportunity to design and develop technical solutions in support of various key government agencies? Joining a team dedicated to delivering cutting-edge, secure solutions for clients in defence, emergency services, science/medicine, and other research fields, often in collaboration with universities. If you have a passion for technology and innovation, along with a strong desire to understand the workings of different technologies and put your skills to the test, we would be very interested in discussing further with you. Our client is an industry leading managed service provider who are actively searching for an IT Service Desk Lead to join their team in the Oxfordshire area. The successful candidate will be acting as Shift Lead and your primary role will be providing guidance, support and coaching to a dedicated team of Service Desk Analysts, operating a 24 x 7 shift rota. Benefits: Annual professional and training development plan. Hybrid / flexible working. Accrue additional holidays after 2- and 5-years' service. Discretionary bonus' and a regular salary review. 20% shift allowance (included within quoted salary). Subsidised healthcare scheme. Government Pension Scheme, matching contributions up to 10%. Responsibilities: As IT Service Desk Lead you will be responsible for: Work as part of the 24 x 7 shift system on the IT Service Desk. Answer calls & e-mails from our customers on the ITSD when workloads are high or during any reduced staffing levels. Act as a point of escalation for queries from colleagues and as part of the Major Incident process. Assist the Service Management team in the production of both regular and ad hoc reports. Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs. Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated. Coach, develop and motivate colleagues, offering training sessions to address gaps in capability. Support Service Operations with people management activities, from day-to-day shift admin. through to regular performance and development reviews Skills & Experience Essential skills: Exceptional customer service & communication skills. Experience working with both internal teams and external suppliers. Experience of supervising a team or mentoring others Proven analytical and problem-solving abilities. Effective prioritisation and execution of tasks in a high-pressure environment. Excellent time-management & organisational skills. Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders. Desired skills: IT Service Management toolsets (Cherwell, Remedy, ServiceNow etc) Centralised monitoring toolsets (e.g. SolarWinds/Nagios/Icinga/etc) Windows 10 If you are a dynamic leader with a passion for delivering exceptional customer service and driving continuous improvement, we encourage you to apply for this exciting opportunity. Please submit your CV . 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 18, 2024
Full time
IT Service Desk Lead Location: Oxfordshire Salary: 35k Would you like to become involved in an exciting and fulfilling opportunity to design and develop technical solutions in support of various key government agencies? Joining a team dedicated to delivering cutting-edge, secure solutions for clients in defence, emergency services, science/medicine, and other research fields, often in collaboration with universities. If you have a passion for technology and innovation, along with a strong desire to understand the workings of different technologies and put your skills to the test, we would be very interested in discussing further with you. Our client is an industry leading managed service provider who are actively searching for an IT Service Desk Lead to join their team in the Oxfordshire area. The successful candidate will be acting as Shift Lead and your primary role will be providing guidance, support and coaching to a dedicated team of Service Desk Analysts, operating a 24 x 7 shift rota. Benefits: Annual professional and training development plan. Hybrid / flexible working. Accrue additional holidays after 2- and 5-years' service. Discretionary bonus' and a regular salary review. 20% shift allowance (included within quoted salary). Subsidised healthcare scheme. Government Pension Scheme, matching contributions up to 10%. Responsibilities: As IT Service Desk Lead you will be responsible for: Work as part of the 24 x 7 shift system on the IT Service Desk. Answer calls & e-mails from our customers on the ITSD when workloads are high or during any reduced staffing levels. Act as a point of escalation for queries from colleagues and as part of the Major Incident process. Assist the Service Management team in the production of both regular and ad hoc reports. Act as a champion for corporate processes such as Incident, Problem & Change management, taking feedback to develop and maintain the processes and supporting procedures, ensuring an efficient and effective consistent service is delivered in line with customer SLAs. Challenge poor performance or process and instigate improvement activities. Ensure working aids are appropriate and updated. Coach, develop and motivate colleagues, offering training sessions to address gaps in capability. Support Service Operations with people management activities, from day-to-day shift admin. through to regular performance and development reviews Skills & Experience Essential skills: Exceptional customer service & communication skills. Experience working with both internal teams and external suppliers. Experience of supervising a team or mentoring others Proven analytical and problem-solving abilities. Effective prioritisation and execution of tasks in a high-pressure environment. Excellent time-management & organisational skills. Willing to challenge and improve existing process in a constructive manner by appropriately negotiating and influencing key stakeholders. Desired skills: IT Service Management toolsets (Cherwell, Remedy, ServiceNow etc) Centralised monitoring toolsets (e.g. SolarWinds/Nagios/Icinga/etc) Windows 10 If you are a dynamic leader with a passion for delivering exceptional customer service and driving continuous improvement, we encourage you to apply for this exciting opportunity. Please submit your CV . 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.
Desktop support Analyst (1st & 2nd line) required for a well established FTSE 250 Property Management company. This is a first and second-line IT Helpdesk and Deskside support role provinding a service to local office and remote staff. The role includes setting up and integrating new employees, managing assets, and delivering excellent customer service. Responsibilities include: Serving as the main point of contact for all employees regarding IT helpdesk incidents. Assist IT infrastructure upgrades and installations as required. Providing technical assistance for PC users, telephony, and mobile communications Preparation and provision of hardware and software for new employees Desired Skills & Experience: Essential At least 6 months continuous experience of Helpdesk and Desktop IT support Understanding of Active Directory (including Administration) Office 365 (including user Admin) IT support (including Networking TCP/IP, DHCP/DNS) Beneficial Experience with setting up and troubleshooting video meetings. Experience with Freshservice IT service management or another leading ITSM tool. Software applications support Understanding/Awareness of ITIL support framework The role is primarily office-based with plenty of face to face interaction with staff at all levels. There are occasional visits to different departments or remote sites for IT support If you meet the criteria above then we would love to hear from you!
May 18, 2024
Full time
Desktop support Analyst (1st & 2nd line) required for a well established FTSE 250 Property Management company. This is a first and second-line IT Helpdesk and Deskside support role provinding a service to local office and remote staff. The role includes setting up and integrating new employees, managing assets, and delivering excellent customer service. Responsibilities include: Serving as the main point of contact for all employees regarding IT helpdesk incidents. Assist IT infrastructure upgrades and installations as required. Providing technical assistance for PC users, telephony, and mobile communications Preparation and provision of hardware and software for new employees Desired Skills & Experience: Essential At least 6 months continuous experience of Helpdesk and Desktop IT support Understanding of Active Directory (including Administration) Office 365 (including user Admin) IT support (including Networking TCP/IP, DHCP/DNS) Beneficial Experience with setting up and troubleshooting video meetings. Experience with Freshservice IT service management or another leading ITSM tool. Software applications support Understanding/Awareness of ITIL support framework The role is primarily office-based with plenty of face to face interaction with staff at all levels. There are occasional visits to different departments or remote sites for IT support If you meet the criteria above then we would love to hear from you!
JOB TITLE: MS CRM Support Analyst Type: Permanent Job Purpose: We are looking for an experienced Microsoft Dynamics CRM Support Analyst with a proven track record in delivering 1st line support. Your primary focus will be to work as part of a technical team. This position is responsible for providing specialist support on our Dynamics 365 based systems. You will be the first point of escalation, and your key responsibility of this role is to take control of client requests, queries and problems and carry them through to resolution. The position requires solid technical aptitude, with experience of Microsoft Dynamics products both verbal and written response as cases 70% of cases come via e-coms. This is a full-time role working from home. You will need to be a good team player with excellent communication skills with the ability to manage your own workload and work well on your own initiative. This is an exciting position that seeks positive people with a "can-do" attitude. You will be exposed to the latest technologies and will be a key part of the business and wider technology team. Primary Tasks- Provide helpdesk services to both our clients and the CRM team Manage and progress client support calls Document clearly problem description, each activity and solution in the helpdesk for each case Perform in-depth analysis of customer issues to determine causes and solutions Communicate the status of issues to clients and to the CRM team management Identify high priority customer issues and escalate to management Act as a point of contact for client training needs whilst identifying new business opportunities for the relationship team. Support consultants and development teams as a tester for new implementations Continually keep informed of the latest technologies via research and self-motivated training. Knowledge and Experience To include but not limited to: Business Applications - Dynamics 365 (Sales, Customer Engagement, Operations, Talent) Productivity Suite - Office 365, Teams, SharePoint, OneNote, Excel Power Platform - Power BI, Flow, PowerApps, Common Data Service Key-Systems supported - MS Dynamics 365 CRM PowerApps MS Sharepoint MS Flow MS Office 365 (Sharepoint, Teams, Word, Excel, OneDrive etc.) MS Power BI GCS is acting as an Employment Business in relation to this vacancy.
May 18, 2024
Contractor
JOB TITLE: MS CRM Support Analyst Type: Permanent Job Purpose: We are looking for an experienced Microsoft Dynamics CRM Support Analyst with a proven track record in delivering 1st line support. Your primary focus will be to work as part of a technical team. This position is responsible for providing specialist support on our Dynamics 365 based systems. You will be the first point of escalation, and your key responsibility of this role is to take control of client requests, queries and problems and carry them through to resolution. The position requires solid technical aptitude, with experience of Microsoft Dynamics products both verbal and written response as cases 70% of cases come via e-coms. This is a full-time role working from home. You will need to be a good team player with excellent communication skills with the ability to manage your own workload and work well on your own initiative. This is an exciting position that seeks positive people with a "can-do" attitude. You will be exposed to the latest technologies and will be a key part of the business and wider technology team. Primary Tasks- Provide helpdesk services to both our clients and the CRM team Manage and progress client support calls Document clearly problem description, each activity and solution in the helpdesk for each case Perform in-depth analysis of customer issues to determine causes and solutions Communicate the status of issues to clients and to the CRM team management Identify high priority customer issues and escalate to management Act as a point of contact for client training needs whilst identifying new business opportunities for the relationship team. Support consultants and development teams as a tester for new implementations Continually keep informed of the latest technologies via research and self-motivated training. Knowledge and Experience To include but not limited to: Business Applications - Dynamics 365 (Sales, Customer Engagement, Operations, Talent) Productivity Suite - Office 365, Teams, SharePoint, OneNote, Excel Power Platform - Power BI, Flow, PowerApps, Common Data Service Key-Systems supported - MS Dynamics 365 CRM PowerApps MS Sharepoint MS Flow MS Office 365 (Sharepoint, Teams, Word, Excel, OneDrive etc.) MS Power BI GCS is acting as an Employment Business in relation to this vacancy.