6 jobs found

We have new opportunities for Service Desk Analysts based with our Client in Theale, Reading. These roles are initially until end January 2026, with the possibility of extending. We are looking for a dynamic, passionate and proactive Service Desk Analyst/1st Line support to join our ServiceNow team. Providing essential ServiceNow L1technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures. Makes regular proactive recommendations regarding eradication and automation of incoming demand, to reduce overall net incoming demand and improve the end user experience (and reduce end user disruption). Collaborate with L2 and L3 colleagues to ensure seamless end user experience. This is a traditional a L1 role, with some additional IT related duties, which include supporting the Business Relationship Manager (BRM), for proactive business engagement activities: Participating in the bi-weekly virtual "Tech Bar" sessions to resolve L1 type ticket queries Drafting "Tech Tuesday" newsletters, includes "tips & tricks" to bolster end-user productivity ('Did You Know' articles and videos), other BRM initiatives Requires great attention to detail, a real passion for customer service, and a willingness to contribute to a collaborative and positive work environment. Full-time, working Monday to Friday, 40 hours per week. Willing to obtain relevant baseline security clearance (for this, British Citizenship and a British Passport is required) Reports directly to the Service Desk Manager. KEY SKILLS AND RESPONSIBILITIES Provide first-level IT technical support and problem resolution online and over telephony to all end-users with software, hardware and application problems via the ServiceNow ticketing system Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases Maintain communications with customers throughout the problem resolution process Administer user accounts via Active Directory, group membership and rights assignment based on established procedures Technical Troubleshooting End User Compute (EUC), Networking, Applications (inc. common enterprise applications and M365), Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom) Report any pattern or trends to management for proactive problem management Refer to internal IT news, Knowledge articles, and general industry updates to stay up-to date with recent changes or new implementations Share observations with team and update Knowledge Base articles Willing to perform other reasonable IT related duties if required as requested by management ESSENTIAL SKILLS AND ATTRIBUTES Experience in an IT support or a similar technical role, with a strong background in system, network, and application support Experience with ServiceNow or similar IT ticketing systems Experience in customer-focused environments, providing high-quality technical support Ability to explain technical concepts to non-technical users Follow Security procedures and keep a vigilant eye for Cyber Security issues Excellent knowledge of service desk processes and functions in support of end-user computing needs Strong knowledge of troubleshooting Windows Desktop (10 & 11) and hands-on experience of Enterprise Hybrid environments: on-prem + Microsoft Azure Strong knowledge of current Microsoft 365 (inc. Office 365) desktop operating system and application software (adds, removes, password resets) - certification preferred but not essential (MS-100/101/102) Demonstrated knowledge of personal computer hardware configuration and setup Understanding of basic Networking and troubleshooting Basic understanding of IP addresses, DNS and what makes up an IT network Diagnosing internet connection issues, WiFi issues Experience with EUC environments and management platforms (e.g. SCCM, inTune, Active Directory) Cloud Platform experience, including 3rd party SaaS Experience with Video Conferencing and telephony systems First-class customer service and communication skills will be working with end users in multiple countries, with different cultures and occasional language complexities (fluent English written and verbal is required for this role) Desirable Skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform)

Are you a second line support analyst looking for a new role? This is an exciting new role that would suit an ambitious individual who is looking to take the next step in their career. In this role you will provide 2nd line support to internal and external clients globally via video conferencing, email and telephone. This role mainly focuses on supporting client applications and services to include, but not limited to Windows Server, SQL, Azure (IaaS,PaaS, SaaS), Office 365, VMWare ESXi. What you'll be doing: Providing 2nd level technical support to internal and external clients globally, in-line with Service Level Agreements. Work closely with 1st Line support teams. Assist in change & configuration management. Ensure problems and incidents are resolved in-line with ITIL processes. Keep clear and concise documentation to support other team members. Work in a collaborative environment with wider teams, giving guidance, support and transfer of knowledge where applicable. What you'll bring: Previous experience in an IT Helpdesk / Application or Software Support role; preferably at a 2nd Line level. Good all round technical support experience with Microsoft products and services. Basic networking skills including diagnostics. Strong analytical and problem solving skills. Strong communication skills both written and oral. It would be great if you had: Experience of ITIL methodology Active Directory, Cloud Apps, MS-SQL. Experience with Virtualisation software. Basic scripting knowledge (e.g. PowerShell, SQL) If you are interested in this role but not sure if your skills and experience are exactly what we're looking for, please do apply, we'd love to hear from you! Full time permanent Location: Anywhere UK, remote home working. Security Clearance Level: Current SC, or eligibility to undergo the vetting process. Internal Recruiter: Paul Salary £25000-£30,000 Benefits 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund Although this role is advertised as full-time, we support many ways of working and can offer a range of flexible working arrangements. So, if you're interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible. Loved reading about this job and want to know more about us? Shared Services Connected Ltd was established as a joint venture between the Cabinet Office and Sopra Steria, in 2013 as part of the Government's Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool; Newcastle; Newport; and York. We deliver best in class business transformation programmes to across the Public Sector with a target to release one billion pounds of savings to the public. We have established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance service levels across Government and Public Sector. Our clients include several government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction Industry Training Board.

Automation Support Engineers 3 vacancies: Junior (1 year experience) - up to 30k Intermediate (2 years' experience) - up to £ 40k London / remote Leading professional services industry is currently recruiting for some Automation Support Engineers to join their expanding team developing and supporting new and existing internally used AI (Artificial Intelligence) solutions. Across the wider team they are exploring RPA, BPM, NLP, ML, OCR, and AI technologies to deliver Automated solutions for our business streams. As an Automation Support Engineer / Automation Support Analyst you will be responsible for the day-to-day support of innovative, high quality Automation solutions. Through this role, you will have opportunities to extend your technical training and will give you the chance to work across a variety of Automation toolsets. The successful Automation Support Engineer / Automation Support Analyst will assist with: Providing incident and problem management support across existing Automation processes. improve methods of operation and enhance the quality of deliveries. To be part of the team governing the deployment of new Automated processes into Production. To administer access to Production accounts and Virtual Machines. To manage and optimise the schedule of our Automated processes. To be an evangelist for Automation and to help identify new Automation opportunities across the business. To work closely with the Automation Development team to ensure that processes are developed to the highest possible quality level. Liaise with 3rd Party suppliers in the event of any escalations required. To proactively identify potential risks and issues across existing Automation processes To help deliver small changes to existing Automated processes that require amendments. Essential experience for the Junior Automation Support Engineer / Automation Support Analyst ANY of the following - UiPath, ABBYY and Power Platform, Blue Prism, Automation Anywhere, Kofax Any knowledge of supporting the following tools would be advantageous (UiPath, ABBYY and Power Platform, Blue Prism, Automation Anywhere, Kofax or similar) Knowledge of the Software Delivery Lifecycle for IT projects Experience of working in Support role and with excellent troubleshooting skills Proven Customer Service experience and good communication skills with the ability to present technical details to a non- technical audience. Good written skills and with the ability to produce clear and concise documentation. The ability to work with a structured and methodical approach, combined with an enquiring mind. Any experience of support on both "On Premise" and "Cloud" infrastructure desirable. For the more experienced position Automation Support Engineer / Automation Support Analyst; the following experience would be essential: Adept with supporting Automation technology such as UiPath, ABBYY, Power Platform, Blue Prism, Automation Anywhere, Kofax or similar. Experience of the Software Delivery Lifecycle for an Automation project Experience of working in Support role and with excellent troubleshooting skills Proven Customer Service experience and good communication skills with the ability to present technical details to a non- technical audience. Good written skills and with the ability to produce clear and concise documentation. The ability to work with a structured and methodical approach, combined with an enquiring mind. Any experience of support on both "On Premise" and "Cloud" infrastructure desirable.

Service Desk Analyst Are you a self-motivated and driven IT professional who enjoys a challenge and loves solving problems? Do you want to work with great people on a meaningful mission while also helping to drive innovation? WE is a movement that brings people together and gives them the tools to change the world. Our vision is to shift the world from “me” to “we.” Our mission is to empower all people to change the world, locally and globally, achieving transformative outcomes for themselves and others. WE seeks a Service Desk Analyst to join our Information Service team that supports the organisation’s broad and expanding needs. As part of the team you will have a unique opportunity to help support the rest of the IS team and staff globally, by leveraging emerging and current technologies.  The IS team supports in country and regional offices (troubleshoot printers in the UK office or fix software in Ecuador!).  You will have an opportunity to take your work to the next level – all the while doing meaningful work that makes the world a better place. The candidate should have a minimum of 2-4 years of work experience in a service desk environment. He or she must be a problem solver in the field of all things computer. The ideal candidate must also be a quick learner and be able to thrive in an environment of change. This position will be reporting to the Associate Director of Information Systems in Toronto, and the Director of the UK Office. The selected candidate will be responsible for the support, upkeep, improvement and productivity of the UK Office. A minimum two-year commitment is required. There is a six (6) month probationary period and salary is negotiable. This position is based out of WE’s UK London office in Wandsworth and will consist of one to two week onboarding and training at our Global Information Systems in our headquarters in Toronto, Canada. Join a team that is passionate for what we do and truly makes a difference.   Your Impacts: End User Support   Oversee the daily operations of all aspects of the Service Desk in UK Support local, international and regional offices remotely through a central Service Desk system Ensure business needs are accomplished in the most cost-effective manner Work closely with the senior management team to help implement technology and processes based on business needs Hold overall vision for computer deployment, asset management, and exit procedures within the UK Office Troubleshoot emergency IS related problems and escalate when necessary Provide backup solutions and services to staff Provide emergency support for visiting Staff, presentations and events Support WE Day UK Train on and maintain current and new application systems and platforms Assist with overall global ticket queue May be required to travel to country offices for support IT Project Management for the UK office Mange and implement office moves or new building buildouts that may occur in the UK Work with the global headquarters to implement new technologies, services, or processes Work with Headquarters to set up mobile devices and maintain organizational security compliance Printers and Servers and Infrastructure Manage Support Virtualization and server infrastructure with support of Head Office Ensure printers are functioning and serviced and toner supplies are stocked, tracked and managed Build escalation rules for malfunctioning hardware Maintain Wi-Fi and network infrastructure with support of Head Office   Active Directory, SharePoint and Office 365 Provision, configure and maintain user accounts Maintain strict quality control of staff information in company directories Maintain SharePoint sites and security and distribution groups Troubleshoot security and sharing issues Provide remote troubleshooting support Provide backup services of various stakeholder groups Reporting and Administration Respond to issues and monitor/audit requests Own and maintain the lifecycle of assets in the organization Train co-workers on use and support of implemented technologies Assist in strategic planning for the Information Systems department Manage the creation of standard operating procedure documentation Provide clear and effective communication to the senior team regarding hardware issues, systematic problems and outages   What you bring: Possess a Bachelors or similar diploma in IT or related field Minimum of 2 years previous work experience with troubleshooting, supporting PC’s, laptops and printers Comfortable with tearing down computers and laptops to bare bones and rebuilding or replacing parts Experience working with Microsoft Office 365, Active Directory Knowledgeable in using Microsoft PowerShell for Exchange and Windows Server Enjoy working in a demanding, fast paced work environment and flexible with work hours Some travel may be required to support We Day tour and country support Able to perform well and problem solve in high stress, dynamic and changing situations Comfortable working with external stakeholders and vendors Positive and professional attitude and able to work as a team player Excellent written and oral communication skills Experience with Hyper-V an asset Experience with Cisco Firewalls an asset Knowledge of helpdesk and ticketing tools are an asset ITIL Foundations certification is an asset   Supplementary Benefits Employer-provided health and dental benefits Generous holiday allowance (20 days annual leave + statutory holidays + office shutdown days during the holiday period between Christmas Eve and New Year’s Day) Birthday’s off! Flexible work hours if on occasion you need to start late or leave early The opportunity to attend We Day our flagship event Staff trip to Kenya and Ecuador with all costs on the ground are covered by the organisation   If invited for an interview, the process is multi-staged; candidates will interview once with the Head of People Operations UK and have a second interview with the Director UK Operations and the Associate Director of Information Systems.   Unfortunately, we are unable to reimburse any interview expenditure that may be incurred.   Closing Date: Applications are reviewed as and when they are received so the post may be filled before the advertised closing date. If you have any access requirements, please notify us in advance and we will do all we can to accommodate you.   Candidates must be eligible to work in the UK. We are an equal opportunities employer. We warmly welcome applications from all sections of the community and aim to promote diversity.   This post is subject to an enhanced DBS check.   What makes us unique…  Social entrepreneurs Marc Kielburger and Craig Kielburger co-founded WE and WE Charity (formerly Free The Children) 20 years ago and have grown it into a family of organisations, including WE Day and ME to WE. WE Charity was among the first organisations in Canada to turn philanthropy on its head by creating a legally distinct social enterprise, ME to WE. Through the social enterprise, 50% of the profits support WE Charity, while the rest is reinvested in the social enterprise.   We sincerely thank all those who apply, however only those considered for an interview will be contacted.