Develop your expertise with Northwood, where no two days are the same! We're offering you variety, a close-knit team, and the opportunity for regular expensed travel to our other tissue manufacturing sites. Let's connect and begin your Northwood Career! About the Role Here's what's in store for you: Variety and continuous learning - tomorrow will bring something new Our attractive Telford offices with a communal breakroom and free tea and coffee Knowledge and skill development Regular exposure to daily Service Desk support cases High involvement in project support (e.g. system implementation, deployment, training, and support) - training will include assisting with guides, and documentation. Free secure onsite parking Private Medical Insurance (as well as many other benefits) Here's what your day to day will look like: Your systems support is critical. You'll typically work with modern cloud, SaaS and on-site applications such as: SAP Business ByDesign SNAP Warehouse Management Mandata Transport Management Markem labelling systems Microsoft cloud tools (full suite) You will support users, access, and integration, resolving issues, maintaining data accuracy, and assisting with configuration. This will include scanners, label printers, as well as user setup, onboarding/offboarding, and asset management. You will liaise with third party IT partners and vendors where needed. You'll help us identify opportunities to streamline system usage and improve data flows, enhancing systems, configuration changes, and testing. We'll be sure to involve you in Systems improvement projects, upgrades, integrations, reporting enhancements, and new site/line implementations. Benefits Company pension Life assurance Free company products Free on-site parking Food, retail, holidays, cinema, and gyms discounts Wellness programmes, including Employee Assistance Program and OnDemand GP service Free early access to pay scheme Salary sacrifice schemes Employee referral scheme Requirements What we need from you: Experience in an IT and Systems Support capacity (ideally in the FMCG/manufacturing sector). Knowledge of ERP and business systems. Understanding of Warehouse Management systems, labelling systems, or shop-floor technologies (desirable). Strong knowledge of Microsoft cloud tools (365, Teams, SharePoint, etc.). Excellent problem-solving, with a proactive and helpful attitude. Clear communication style at all levels, from operations to senior leadership. Curiosity into how systems work, and a desire to learn and grow with the business.
09/12/2025
Full time
Develop your expertise with Northwood, where no two days are the same! We're offering you variety, a close-knit team, and the opportunity for regular expensed travel to our other tissue manufacturing sites. Let's connect and begin your Northwood Career! About the Role Here's what's in store for you: Variety and continuous learning - tomorrow will bring something new Our attractive Telford offices with a communal breakroom and free tea and coffee Knowledge and skill development Regular exposure to daily Service Desk support cases High involvement in project support (e.g. system implementation, deployment, training, and support) - training will include assisting with guides, and documentation. Free secure onsite parking Private Medical Insurance (as well as many other benefits) Here's what your day to day will look like: Your systems support is critical. You'll typically work with modern cloud, SaaS and on-site applications such as: SAP Business ByDesign SNAP Warehouse Management Mandata Transport Management Markem labelling systems Microsoft cloud tools (full suite) You will support users, access, and integration, resolving issues, maintaining data accuracy, and assisting with configuration. This will include scanners, label printers, as well as user setup, onboarding/offboarding, and asset management. You will liaise with third party IT partners and vendors where needed. You'll help us identify opportunities to streamline system usage and improve data flows, enhancing systems, configuration changes, and testing. We'll be sure to involve you in Systems improvement projects, upgrades, integrations, reporting enhancements, and new site/line implementations. Benefits Company pension Life assurance Free company products Free on-site parking Food, retail, holidays, cinema, and gyms discounts Wellness programmes, including Employee Assistance Program and OnDemand GP service Free early access to pay scheme Salary sacrifice schemes Employee referral scheme Requirements What we need from you: Experience in an IT and Systems Support capacity (ideally in the FMCG/manufacturing sector). Knowledge of ERP and business systems. Understanding of Warehouse Management systems, labelling systems, or shop-floor technologies (desirable). Strong knowledge of Microsoft cloud tools (365, Teams, SharePoint, etc.). Excellent problem-solving, with a proactive and helpful attitude. Clear communication style at all levels, from operations to senior leadership. Curiosity into how systems work, and a desire to learn and grow with the business.
Senior Service Desk Analyst - 33,000/ 35,000 per annum - Hull Principal IT are working with an IT consultancy organisation that are looking for a senior service desk analyst to join their team. In this role you will play a vital part in supporting their future strategy. They are looking for someone who is passionate about continuous professional development and has an innovative approach to incorporating new technologies into their operations. The successful candidate will become an integral part of the forward-thinking IT team, undertaking certified and on premise training covering numerous systems and software. Reporting to the Helpdesk Manager, the role is site based, 5 days a week (Monday-Friday) and the successful candidate must have a full UK driving licence. Duties/Areas of Responsibility Provide desktop, server and Cloud support to clients Diagnose and resolve technical issues within SLAs Act as a point of escalation for Service Desk Analysts Escalate IT issues to the Senior Engineers where necessary Mentoring junior engineers Firewall/Network/Wi-Fi installs Dealing with WAN, remote connectivity, VOIP systems, VPNs and network security Onboarding of new clients Producing reports and proposals for clients Undertake medium-sized IT projects Installations of hardware on site Ensuring all client's technical information is documented and up to date Highlighting of any areas where replacement equipment is needed Other: Excellent phone manner and customer service skills Being part of a rota to be onsite in a local school. Work extra hours to meet deadlines, as required Excellent team player by providing assistance and support to colleagues Outstanding communication with the team and clients Ensure that the highest level of customer service is provided to all client The Package: If successful our client is offering a salary of 33,000 - 35,000 per annum, favourable holiday allowance, company contributed pension scheme. How to Apply : If you are interested in hearing more about this senior service desk analyst vacancy or interested in applying for the role please email me at or contact Principal IT Directly on LinkedIn. INDGH
20/11/2025
Full time
Senior Service Desk Analyst - 33,000/ 35,000 per annum - Hull Principal IT are working with an IT consultancy organisation that are looking for a senior service desk analyst to join their team. In this role you will play a vital part in supporting their future strategy. They are looking for someone who is passionate about continuous professional development and has an innovative approach to incorporating new technologies into their operations. The successful candidate will become an integral part of the forward-thinking IT team, undertaking certified and on premise training covering numerous systems and software. Reporting to the Helpdesk Manager, the role is site based, 5 days a week (Monday-Friday) and the successful candidate must have a full UK driving licence. Duties/Areas of Responsibility Provide desktop, server and Cloud support to clients Diagnose and resolve technical issues within SLAs Act as a point of escalation for Service Desk Analysts Escalate IT issues to the Senior Engineers where necessary Mentoring junior engineers Firewall/Network/Wi-Fi installs Dealing with WAN, remote connectivity, VOIP systems, VPNs and network security Onboarding of new clients Producing reports and proposals for clients Undertake medium-sized IT projects Installations of hardware on site Ensuring all client's technical information is documented and up to date Highlighting of any areas where replacement equipment is needed Other: Excellent phone manner and customer service skills Being part of a rota to be onsite in a local school. Work extra hours to meet deadlines, as required Excellent team player by providing assistance and support to colleagues Outstanding communication with the team and clients Ensure that the highest level of customer service is provided to all client The Package: If successful our client is offering a salary of 33,000 - 35,000 per annum, favourable holiday allowance, company contributed pension scheme. How to Apply : If you are interested in hearing more about this senior service desk analyst vacancy or interested in applying for the role please email me at or contact Principal IT Directly on LinkedIn. INDGH
ICT Technician / IT Support Engineer who has excellent troubleshooting and end-user support skills with the ability to provide technical support services and 2nd Line Support on core ICT infrastructure components and software applications for an educational trust based in Coventry. SALARY: £25,429 - £28,912 per annum Benefits LOCATION: Coventry, West Midlands (CV7) JOB TYPE: Full-Time, Permanent WORKING HOURS: 37 hours per week, Monday - Thursday, 08:00am - 04:00pm & Friday 08:00am - 03:30pm CANDIDATE REQUIREMENT: Candidates MUST have a full driving licence and access to their own transport. JOB OVERVIEW We have a fantastic new job opportunity for an ICT Technician / IT Support Engineer who has excellent troubleshooting and end-user support skills with the ability to provide technical support services and 2nd Line Support on core ICT infrastructure components and software applications. Working as the ICT Technician / IT Support Engineer you will deliver a professional ICT service that adds value and facilitates the achievement of educational outcomes and offers high quality, professional project management to develop the service. As the ICT Technician / IT Support Engineer you will be responsible for managing, maintaining, supporting and developing the ICT infrastructure to ensure its effective and efficient operation in conjunction with external companies. DUTIES Your duties as an ICT Technician / IT Support Engineer will include: Service and Infrastructure Management: You would be responsible for maintaining the ICT infrastructure and providing second-line technical support. This includes meeting service level agreements (SLAs), troubleshooting issues, performing upgrades, and ensuring the smooth operation of hardware and software. A key part of this is working with colleagues on network security, data protection, and contingency plans. Strategic Planning and Development: The role requires you to contribute to the long-term strategic goals for ICT, including capacity planning and budget estimation. You'll be involved in the design and implementation of new infrastructure and projects, ensuring they are completed on time and within budget. User Support and Training: Providing excellent end-user services is a core duty, including help desk support and in-class assistance for both staff and students. You would also be responsible for developing documentation and training plans to help users get the most out of the systems. Compliance and Safeguarding: A significant part of the job is ensuring that all work aligns with the trust's core values and good practices like ITIL. You are also accountable for maintaining safety and security standards, ensuring ICT filtering and monitoring systems are working correctly, and reporting any breaches of acceptable use policies. CANDIDATE REQUIREMENTS Full driving licence and own transport NVQ in ICT equivalent qualification or similar experience Evidence of ongoing professional development MCP / MCSA / MCSE / CompTIA A+ or equivalent ITIL v3 Foundation or equivalent Able to communicate effectively both verbally and in writing with a range of audiences Able to maintain the highest levels of confidentiality and data security Highly organised, can prioritise and work well under pressure, meeting strict deadlines and exercising attention to detail Excellent interpersonal skills and the ability to handle difficult situations in a patient calm and effective way Strong problem solving and analytical skills Can interpret and present written and numerical data in formats including spreadsheets and written reports Experience of supporting a wide customer base in an ICT support context Experience of installing, maintaining, supporting and using computer hardware and software Experience of working on and managing projects to achieve agreed objectives/ outcomes Strong working knowledge of Microsoft Windows PC and Server operating systems Strong working knowledge of Microsoft Active Directory and Group Policy Knowledge of cloud-based services such as Microsoft 365 Knowledge of anti-virus / end point protection solutions Strong understanding of network infrastructure and wireless networks Install, maintain and troubleshoot infrastructure including networks, servers and storage Install, maintain and troubleshoot software and hardware Understanding of web filtering and firewall solutions BENEFITS Extensive professional development opportunities across the Trust Career pathways across the Trust Teacher / Local Authority Pension Scheme Online retail discount Employee Assistance Programme Family Friendly policies to support family & carer commitments Flexible Working Arrangements APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P13825 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Coventry, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. Second Line Support Engineer IT Support Engineer Help Desk Analyst Service Desk Analyst AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ
03/10/2025
Full time
ICT Technician / IT Support Engineer who has excellent troubleshooting and end-user support skills with the ability to provide technical support services and 2nd Line Support on core ICT infrastructure components and software applications for an educational trust based in Coventry. SALARY: £25,429 - £28,912 per annum Benefits LOCATION: Coventry, West Midlands (CV7) JOB TYPE: Full-Time, Permanent WORKING HOURS: 37 hours per week, Monday - Thursday, 08:00am - 04:00pm & Friday 08:00am - 03:30pm CANDIDATE REQUIREMENT: Candidates MUST have a full driving licence and access to their own transport. JOB OVERVIEW We have a fantastic new job opportunity for an ICT Technician / IT Support Engineer who has excellent troubleshooting and end-user support skills with the ability to provide technical support services and 2nd Line Support on core ICT infrastructure components and software applications. Working as the ICT Technician / IT Support Engineer you will deliver a professional ICT service that adds value and facilitates the achievement of educational outcomes and offers high quality, professional project management to develop the service. As the ICT Technician / IT Support Engineer you will be responsible for managing, maintaining, supporting and developing the ICT infrastructure to ensure its effective and efficient operation in conjunction with external companies. DUTIES Your duties as an ICT Technician / IT Support Engineer will include: Service and Infrastructure Management: You would be responsible for maintaining the ICT infrastructure and providing second-line technical support. This includes meeting service level agreements (SLAs), troubleshooting issues, performing upgrades, and ensuring the smooth operation of hardware and software. A key part of this is working with colleagues on network security, data protection, and contingency plans. Strategic Planning and Development: The role requires you to contribute to the long-term strategic goals for ICT, including capacity planning and budget estimation. You'll be involved in the design and implementation of new infrastructure and projects, ensuring they are completed on time and within budget. User Support and Training: Providing excellent end-user services is a core duty, including help desk support and in-class assistance for both staff and students. You would also be responsible for developing documentation and training plans to help users get the most out of the systems. Compliance and Safeguarding: A significant part of the job is ensuring that all work aligns with the trust's core values and good practices like ITIL. You are also accountable for maintaining safety and security standards, ensuring ICT filtering and monitoring systems are working correctly, and reporting any breaches of acceptable use policies. CANDIDATE REQUIREMENTS Full driving licence and own transport NVQ in ICT equivalent qualification or similar experience Evidence of ongoing professional development MCP / MCSA / MCSE / CompTIA A+ or equivalent ITIL v3 Foundation or equivalent Able to communicate effectively both verbally and in writing with a range of audiences Able to maintain the highest levels of confidentiality and data security Highly organised, can prioritise and work well under pressure, meeting strict deadlines and exercising attention to detail Excellent interpersonal skills and the ability to handle difficult situations in a patient calm and effective way Strong problem solving and analytical skills Can interpret and present written and numerical data in formats including spreadsheets and written reports Experience of supporting a wide customer base in an ICT support context Experience of installing, maintaining, supporting and using computer hardware and software Experience of working on and managing projects to achieve agreed objectives/ outcomes Strong working knowledge of Microsoft Windows PC and Server operating systems Strong working knowledge of Microsoft Active Directory and Group Policy Knowledge of cloud-based services such as Microsoft 365 Knowledge of anti-virus / end point protection solutions Strong understanding of network infrastructure and wireless networks Install, maintain and troubleshoot infrastructure including networks, servers and storage Install, maintain and troubleshoot software and hardware Understanding of web filtering and firewall solutions BENEFITS Extensive professional development opportunities across the Trust Career pathways across the Trust Teacher / Local Authority Pension Scheme Online retail discount Employee Assistance Programme Family Friendly policies to support family & carer commitments Flexible Working Arrangements APPLY TODAY By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P13825 Full-Time, Permanent Jobs, Careers and Vacancies. Find a new job and work in Coventry, West Midlands. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. Second Line Support Engineer IT Support Engineer Help Desk Analyst Service Desk Analyst AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. AWD-IN-SPJ
Junior 1st Line Support Analyst 3 Month contract Start: 6th October 2025 Full time hours, Mon - Fri Market day rate (Inside IR35) - Please enquire Location: Warwickshire/Hybrid working We are recruiting for a customer focused 1st Line Support Analyst to start on the 6th October 2025. This temporary opportunity is working at our client's impressive HQ site in Warwickshire (hybrid/remote working options are available). As a 1st Line Support Analyst your position will align to our client's Datacentre Exit program (Netskope, CISCO Connect Anytime for VPN connection). Your role will be to reach out to a list of users to push through the change. The successful candidate doesn't need to be seasoned service desk professional; our client is happy to consider Graduates who are very technology competent and have a strong customer service background. You will be required to be on client site for the first 2 weeks of the assignment for training in Warwickshire; thereafter remote/hybrid working options are available. This position is a very customer facing role so strong communications are key. To be able to work from home/remotely, you will have a professional environment where there are limited interruptions/distractions. Must be able to start by the 6th October for an initial period of 3 months; there is the potential opportunity for the role to extend into next year. Skills/Experience - Experience in a busy telephone based customer services environment Experience in a 1st line IT service desk/helpdesk role or customer services role Professional and polite telephone manner Proven customer service experience, ideally gained in a busy environment Demonstrable analytical and problem-solving skills Desirable: Some Datacentre/Cloud deployment experience If you would like to be considered - please forward your application ASAP to Jackie Dean at TXP and we will contact you shortly with an update on your application. TXP takes 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.
02/10/2025
Full time
Junior 1st Line Support Analyst 3 Month contract Start: 6th October 2025 Full time hours, Mon - Fri Market day rate (Inside IR35) - Please enquire Location: Warwickshire/Hybrid working We are recruiting for a customer focused 1st Line Support Analyst to start on the 6th October 2025. This temporary opportunity is working at our client's impressive HQ site in Warwickshire (hybrid/remote working options are available). As a 1st Line Support Analyst your position will align to our client's Datacentre Exit program (Netskope, CISCO Connect Anytime for VPN connection). Your role will be to reach out to a list of users to push through the change. The successful candidate doesn't need to be seasoned service desk professional; our client is happy to consider Graduates who are very technology competent and have a strong customer service background. You will be required to be on client site for the first 2 weeks of the assignment for training in Warwickshire; thereafter remote/hybrid working options are available. This position is a very customer facing role so strong communications are key. To be able to work from home/remotely, you will have a professional environment where there are limited interruptions/distractions. Must be able to start by the 6th October for an initial period of 3 months; there is the potential opportunity for the role to extend into next year. Skills/Experience - Experience in a busy telephone based customer services environment Experience in a 1st line IT service desk/helpdesk role or customer services role Professional and polite telephone manner Proven customer service experience, ideally gained in a busy environment Demonstrable analytical and problem-solving skills Desirable: Some Datacentre/Cloud deployment experience If you would like to be considered - please forward your application ASAP to Jackie Dean at TXP and we will contact you shortly with an update on your application. TXP takes 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.
Junior 1st Line Support Analyst 3 Month contract Start: 6th October 2025 Full time hours, Mon - Fri Market day rate (Inside IR35) - Please enquire Location: Warwickshire/Hybrid working We are recruiting for a customer focused 1st Line Support Analyst to start on the 6th October 2025. This temporary opportunity is working at our client's impressive HQ site in Warwickshire (hybrid/remote working options are available). As a 1st Line Support Analyst your position will align to our client's Datacentre Exit program (Netskope, CISCO Connect Anytime for VPN connection). Your role will be to reach out to a list of users to push through the change. The successful candidate doesn't need to be seasoned service desk professional; our client is happy to consider Graduates who are very technology competent and have a strong customer service background. You will be required to be on client site for the first 2 weeks of the assignment for training in Warwickshire; thereafter remote/hybrid working options are available. This position is a very customer facing role so strong communications are key. To be able to work from home/remotely, you will have a professional environment where there are limited interruptions/distractions. Must be able to start by the 6th October for an initial period of 3 months; there is the potential opportunity for the role to extend into next year. Skills/Experience - Experience in a busy telephone based customer services environment Experience in a 1st line IT service desk/helpdesk role or customer services role Professional and polite telephone manner Proven customer service experience, ideally gained in a busy environment Demonstrable analytical and problem-solving skills Desirable: Some Datacentre/Cloud deployment experience If you would like to be considered - please forward your application ASAP to Jackie Dean at TXP and we will contact you shortly with an update on your application. TXP takes 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.
02/10/2025
Contractor
Junior 1st Line Support Analyst 3 Month contract Start: 6th October 2025 Full time hours, Mon - Fri Market day rate (Inside IR35) - Please enquire Location: Warwickshire/Hybrid working We are recruiting for a customer focused 1st Line Support Analyst to start on the 6th October 2025. This temporary opportunity is working at our client's impressive HQ site in Warwickshire (hybrid/remote working options are available). As a 1st Line Support Analyst your position will align to our client's Datacentre Exit program (Netskope, CISCO Connect Anytime for VPN connection). Your role will be to reach out to a list of users to push through the change. The successful candidate doesn't need to be seasoned service desk professional; our client is happy to consider Graduates who are very technology competent and have a strong customer service background. You will be required to be on client site for the first 2 weeks of the assignment for training in Warwickshire; thereafter remote/hybrid working options are available. This position is a very customer facing role so strong communications are key. To be able to work from home/remotely, you will have a professional environment where there are limited interruptions/distractions. Must be able to start by the 6th October for an initial period of 3 months; there is the potential opportunity for the role to extend into next year. Skills/Experience - Experience in a busy telephone based customer services environment Experience in a 1st line IT service desk/helpdesk role or customer services role Professional and polite telephone manner Proven customer service experience, ideally gained in a busy environment Demonstrable analytical and problem-solving skills Desirable: Some Datacentre/Cloud deployment experience If you would like to be considered - please forward your application ASAP to Jackie Dean at TXP and we will contact you shortly with an update on your application. TXP takes 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.
IT Support Analyst - Windows, AD, 0365, Hardware, infrastructure - City of London - 30k - perm My client - E-commerce company - are seeking to recruit an IT Support Analyst to join their team. This is an ideal opportunity for someone with desktop support exp who is interested in gaining more exposure to Cloud, Servers, Network and Cyber security as the IT manager will be providing training and teaching the chosen individual to become more of an IT System Administrator. You will be involved in the following: Provide End User support for all IT Office Hardware and Software Admin of user Accounts, including Exchange mailboxes VOIP system support Admin of companies IT assets and software licensing Daily monitoring and management of the IT Infrastructure and networking Supporting technology security and compliance requirements. Looking for candidates with the following experience: Good experience in providing either IT Support, Desktop support or Service Desk Customer driven IT Service desk understanding Passionate about IT and eager to learn Used to working in a small team Willing to get involved in all aspects of IT support - from desktop, server, network Good exp of Hardware - windows desktop environment Excellent communication skills Knowledge of using a ticketing system Active Directory exp Exchange exp Good troubleshooting skills Knowledge of O365/Azure AD IT Support Analyst - Windows, AD, 0365, Hardware, Infrastructure - City of London - 30k - perm - hybrid
24/09/2022
Full time
IT Support Analyst - Windows, AD, 0365, Hardware, infrastructure - City of London - 30k - perm My client - E-commerce company - are seeking to recruit an IT Support Analyst to join their team. This is an ideal opportunity for someone with desktop support exp who is interested in gaining more exposure to Cloud, Servers, Network and Cyber security as the IT manager will be providing training and teaching the chosen individual to become more of an IT System Administrator. You will be involved in the following: Provide End User support for all IT Office Hardware and Software Admin of user Accounts, including Exchange mailboxes VOIP system support Admin of companies IT assets and software licensing Daily monitoring and management of the IT Infrastructure and networking Supporting technology security and compliance requirements. Looking for candidates with the following experience: Good experience in providing either IT Support, Desktop support or Service Desk Customer driven IT Service desk understanding Passionate about IT and eager to learn Used to working in a small team Willing to get involved in all aspects of IT support - from desktop, server, network Good exp of Hardware - windows desktop environment Excellent communication skills Knowledge of using a ticketing system Active Directory exp Exchange exp Good troubleshooting skills Knowledge of O365/Azure AD IT Support Analyst - Windows, AD, 0365, Hardware, Infrastructure - City of London - 30k - perm - hybrid
Mac/ Windows Senior Support Analyst Location: Leeds Career Level: Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO The Opportunity: This is a great opportunity to join a small but perfectly formed and friendly team who provide focused 1st and 2nd line support to some of the most vibrant and energised components of Accenture Interactive. Backed by multiple specialist technical and project teams within Accenture, the Interactive Local Technology Support team provide point-of-delivery support to several key entities within Accenture. The team is based at the Infinity works office. You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. What you will be doing: 1st & 2nd line computer and A/V support Logging tickets on Service Now and progressing to completion taking relevant action where necessary Preparing new laptops and running mini induction sessions for new starters Writing and maintaining documentation Updating asset management systems Assisting with various project work Show more Show less Qualifications Key skills / experience / attributes / technologies: Mac, PC and Linux support experience and Familiar with working on a support helpdesk for users operating within an Active Directory environment. Solid working knowledge of Windows Experience of working with a range of network/server environments What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our674,000people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at . Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Closing Date for Applications 31st May 2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
24/09/2022
Full time
Mac/ Windows Senior Support Analyst Location: Leeds Career Level: Senior Analyst Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge. We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too. "Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO The Opportunity: This is a great opportunity to join a small but perfectly formed and friendly team who provide focused 1st and 2nd line support to some of the most vibrant and energised components of Accenture Interactive. Backed by multiple specialist technical and project teams within Accenture, the Interactive Local Technology Support team provide point-of-delivery support to several key entities within Accenture. The team is based at the Infinity works office. You'll learn, grow and advance in an innovative culture thatthrives on shared success, diverse ways of thinking and enables boundaryless opportunitiesthat candrive your career in new and exciting ways If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job. What you will be doing: 1st & 2nd line computer and A/V support Logging tickets on Service Now and progressing to completion taking relevant action where necessary Preparing new laptops and running mini induction sessions for new starters Writing and maintaining documentation Updating asset management systems Assisting with various project work Show more Show less Qualifications Key skills / experience / attributes / technologies: Mac, PC and Linux support experience and Familiar with working on a support helpdesk for users operating within an Active Directory environment. Solid working knowledge of Windows Experience of working with a range of network/server environments What's in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice! About Accenture Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our674,000people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners, and communities. Visit us at . Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law. Closing Date for Applications 31st May 2022 Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Hanson Wade is a fast-growing business intelligence provider working in the Life Science sector. Our mission is to support the industry in getting better drugs to patients faster through information products that deliver market insights and research intelligence.
Alongside extensive event portfolios and SaaS-based pipeline tools we are now launching a market research business to expand the range of services we support the biopharma market with. We are recruiting for a Business Technology Lead to join our fast growing tech and data team, successfully deliver an excellent technical service
Are you flexible and resilient with proven experience in successfully delivering IT Infrastructure in an operations department? Are you able to plan and deliver your own work to set targets and timelines successfully?
We are recruiting for a Business Technology Lead to successfully deliver an excellent technical service and the provision of robust solutions to ensure a high infrastructure availability for the business
Job Requirements:
Technology Innovation :
Execute on technology-related projects as defined by the requirements of the business and technology directorate
Successfully deliver an excellent technical service and the provision of robust solutions to ensure high infrastructure availability
Work with software providers and technical specialists to support translation of functional solutions into technical solutions
Document functional user requirements and technical specifications for use in the project development cycle.
Support system integration, API integration and create new built point, data mapping activities, process design, business rules configuration and systems test planning
Document new business processes, capabilities and supporting technologies.
Support user communications, training, and job aids to assist in successful business implementation.
Assist in the formulation of a technology road map to ensure systems are kept in an advanced state and the business is aware of potential advances.
Perform ad-hoc analysis and evaluation where necessary.
Management & Governance of AWS, Azure and Microsoft 365 based environments
Management & Governance of Identify Management
Technology Support :
Support technology innovation analysts by guiding or helping with IT-related issues, user setup, office technology administration such as Microsoft or CloudCall.
Act as an escalation point for any 2nd line Cloud or Infrastructure issues
Where necessary, assist in the governance and maintenance of core business platform such as Hopin, Pardot, Salesforce or EventEngine.
What we are looking for:
The ideal candidate will have two or more years of experience proactively maintain the existing infrastructure to agreed standards and methodologies, including recording, reviewing and monitoring systems and problem-solving any degradation of service to drive performance improvements and work closely with Head of Business Technology.
Proven hand-on experience and in depth understanding of IT Services (networks, on-premises infrastructure, cloud infrastructure including Azure and AWS.
Proven experience for the design and operational models for core infrastructure and central systems including Microsoft Azure AD and Active Directory Services and other enterprise solutions
Experience in Agile and DevOps ways of working and someone keen to advocate and educate on these working practices.
Proven experience for device management, endpoint analytics and end user support through tools like AAD, Intune, SSCM
Proven hand-on experience on Window 10, virtual desktops, collaboration technologies such as Teams, SharePoint, and One Drive
Experience in deploying network hardware like switches, routers and access points and associated patching as well as support for Local Area Network and Wireless Network
Experience managing and supporting end-user hardware asset and configuration life cycle management through standard tools such as Jira Service Management
Experience in using and maintaining middleware such as Jitterbit
Outstanding problem solver with excellent communication and presentational skills, confident and methodical approach, and able to work within a team environment
A Bachelor’s degree in computer science, computer engineering or relevant field
Desirable to have obtained industry standard certification
We will offer you:
The opportunity to work in a dynamic, fast paced, professional business environment
A company where the culture is one of transparency, honesty, and support
1st class training and career development programs
Unlimited career opportunities
A supportive environment that loves to celebrate success
Benefits:
Monthly Awards and Social Events
Annual Awards Dinner
Busy and active social calendar
Annual personal learning budget
Flexible working
22/03/2022
Full time
Hanson Wade is a fast-growing business intelligence provider working in the Life Science sector. Our mission is to support the industry in getting better drugs to patients faster through information products that deliver market insights and research intelligence.
Alongside extensive event portfolios and SaaS-based pipeline tools we are now launching a market research business to expand the range of services we support the biopharma market with. We are recruiting for a Business Technology Lead to join our fast growing tech and data team, successfully deliver an excellent technical service
Are you flexible and resilient with proven experience in successfully delivering IT Infrastructure in an operations department? Are you able to plan and deliver your own work to set targets and timelines successfully?
We are recruiting for a Business Technology Lead to successfully deliver an excellent technical service and the provision of robust solutions to ensure a high infrastructure availability for the business
Job Requirements:
Technology Innovation :
Execute on technology-related projects as defined by the requirements of the business and technology directorate
Successfully deliver an excellent technical service and the provision of robust solutions to ensure high infrastructure availability
Work with software providers and technical specialists to support translation of functional solutions into technical solutions
Document functional user requirements and technical specifications for use in the project development cycle.
Support system integration, API integration and create new built point, data mapping activities, process design, business rules configuration and systems test planning
Document new business processes, capabilities and supporting technologies.
Support user communications, training, and job aids to assist in successful business implementation.
Assist in the formulation of a technology road map to ensure systems are kept in an advanced state and the business is aware of potential advances.
Perform ad-hoc analysis and evaluation where necessary.
Management & Governance of AWS, Azure and Microsoft 365 based environments
Management & Governance of Identify Management
Technology Support :
Support technology innovation analysts by guiding or helping with IT-related issues, user setup, office technology administration such as Microsoft or CloudCall.
Act as an escalation point for any 2nd line Cloud or Infrastructure issues
Where necessary, assist in the governance and maintenance of core business platform such as Hopin, Pardot, Salesforce or EventEngine.
What we are looking for:
The ideal candidate will have two or more years of experience proactively maintain the existing infrastructure to agreed standards and methodologies, including recording, reviewing and monitoring systems and problem-solving any degradation of service to drive performance improvements and work closely with Head of Business Technology.
Proven hand-on experience and in depth understanding of IT Services (networks, on-premises infrastructure, cloud infrastructure including Azure and AWS.
Proven experience for the design and operational models for core infrastructure and central systems including Microsoft Azure AD and Active Directory Services and other enterprise solutions
Experience in Agile and DevOps ways of working and someone keen to advocate and educate on these working practices.
Proven experience for device management, endpoint analytics and end user support through tools like AAD, Intune, SSCM
Proven hand-on experience on Window 10, virtual desktops, collaboration technologies such as Teams, SharePoint, and One Drive
Experience in deploying network hardware like switches, routers and access points and associated patching as well as support for Local Area Network and Wireless Network
Experience managing and supporting end-user hardware asset and configuration life cycle management through standard tools such as Jira Service Management
Experience in using and maintaining middleware such as Jitterbit
Outstanding problem solver with excellent communication and presentational skills, confident and methodical approach, and able to work within a team environment
A Bachelor’s degree in computer science, computer engineering or relevant field
Desirable to have obtained industry standard certification
We will offer you:
The opportunity to work in a dynamic, fast paced, professional business environment
A company where the culture is one of transparency, honesty, and support
1st class training and career development programs
Unlimited career opportunities
A supportive environment that loves to celebrate success
Benefits:
Monthly Awards and Social Events
Annual Awards Dinner
Busy and active social calendar
Annual personal learning budget
Flexible working
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.
05/02/2022
Full time
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.
IT Support Engineer - Microsoft Office Top opportunity for an IT Support Analyst to join a rapidly growing IT MSP based in the picturesque Northamptonshire countryside. As a 1st Line and 2nd Line Support Engineer you will be taking calls from a range of clients with technical IT issues around the systems, products and services. Working from beautiful offices you will benefit from a hybrid home working split and a great company culture. It's an excellent environment for technical development and progression and a chance to further develop your skills around - Microsoft Office 365, Windows 10, Cloud technologies and more. Sponsored vendor training available. Role/ Responsibilities The ideal 1st Line and 2nd Line Support Engineers will have experience of troubleshooting and issue resolution and be able to communicate with the end user at all levels of understanding and status. If the issue is more serious and complex, you will support the customer through the Support Team process and make sure you bring more senior colleagues to help. To ensure that all support calls undertaken are correctly recorded on the ICT helpdesk system, with their solutions and are promptly actioned and recorded within required SLA's. Maintenance of ICT suites, PCs and other equipment that the ICT Support Team is responsible for Ensuring that ICT Support requests are dealt with promptly, and are either resolved or escalated to the appropriate level Technical skills should include good all-round IT skills, experience of Windows 7 and later the Microsoft Office suite of Word, Excel, PowerPoint along with Office 365. Desirable skills would be basic SQL skills, SharePoint and Cisco CCNA Must have worked in an IT Helpdesk type environment before and hold a full driving licence. Experience/qualifications Maths and English C and above Good Communication skills and have a clear telephone voice Troubleshooting & Issue Resolution System Implementation Microsoft Certified Professional (MCP), Microsoft Certified System Engineer (MCSE), CompTIA Network+, CompTIA A+
01/02/2022
Full time
IT Support Engineer - Microsoft Office Top opportunity for an IT Support Analyst to join a rapidly growing IT MSP based in the picturesque Northamptonshire countryside. As a 1st Line and 2nd Line Support Engineer you will be taking calls from a range of clients with technical IT issues around the systems, products and services. Working from beautiful offices you will benefit from a hybrid home working split and a great company culture. It's an excellent environment for technical development and progression and a chance to further develop your skills around - Microsoft Office 365, Windows 10, Cloud technologies and more. Sponsored vendor training available. Role/ Responsibilities The ideal 1st Line and 2nd Line Support Engineers will have experience of troubleshooting and issue resolution and be able to communicate with the end user at all levels of understanding and status. If the issue is more serious and complex, you will support the customer through the Support Team process and make sure you bring more senior colleagues to help. To ensure that all support calls undertaken are correctly recorded on the ICT helpdesk system, with their solutions and are promptly actioned and recorded within required SLA's. Maintenance of ICT suites, PCs and other equipment that the ICT Support Team is responsible for Ensuring that ICT Support requests are dealt with promptly, and are either resolved or escalated to the appropriate level Technical skills should include good all-round IT skills, experience of Windows 7 and later the Microsoft Office suite of Word, Excel, PowerPoint along with Office 365. Desirable skills would be basic SQL skills, SharePoint and Cisco CCNA Must have worked in an IT Helpdesk type environment before and hold a full driving licence. Experience/qualifications Maths and English C and above Good Communication skills and have a clear telephone voice Troubleshooting & Issue Resolution System Implementation Microsoft Certified Professional (MCP), Microsoft Certified System Engineer (MCSE), CompTIA Network+, CompTIA A+
Service Desk 24/7 To work alongside and assist the Acora 24/7 Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified. Shift Pattern: 24/7 Team works on 4on4off pattern. This will comprise of 2 Day shifts followed by 2 night shifts and then 4 days off. There will be opportunities to work overtime when on standby. Responsibilities Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team Managing incidents, requests and problems Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Providing 1st and 2nd line remote support Recording and maintaining the knowledge and known error database Essential Skills: At least 1.5 years of experience within Service Desk remote support of corporate clients is essential Technical knowledge of and previous experience of supporting: Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management Knowledge of remote working solutions (VPNs, Citrix and Amazon Workspaces) WHY ACORA? We offer competitive salaries A friendly and inclusive environment Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more! Recently awarded One to Watch' accreditation by Sunday Times Best Companies to Work For Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Privacy Policy In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
05/11/2021
Full time
Service Desk 24/7 To work alongside and assist the Acora 24/7 Team providing remote software, hardware and network problem resolutions to our clients. You will be based within our flagship Service Centre and will work within the Service operations team, supporting multiple clients - supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified. Shift Pattern: 24/7 Team works on 4on4off pattern. This will comprise of 2 Day shifts followed by 2 night shifts and then 4 days off. There will be opportunities to work overtime when on standby. Responsibilities Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team Managing incidents, requests and problems Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients Ensure the highest level of troubleshooting is applied to every customer contact made through the use of agreed scripts and processes Supporting all modes of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Providing 1st and 2nd line remote support Recording and maintaining the knowledge and known error database Essential Skills: At least 1.5 years of experience within Service Desk remote support of corporate clients is essential Technical knowledge of and previous experience of supporting: Windows Operating Systems Office 365/Office Applications Microsoft Exchange Mobile Device Management Knowledge of remote working solutions (VPNs, Citrix and Amazon Workspaces) WHY ACORA? We offer competitive salaries A friendly and inclusive environment Great opportunities for career advancement, training and development via our Acora Career Framework including LinkedIn Learning for all our employees 23 days annual leave, Private Medical Individual cover; an established pension plan; free eye tests, buy and sell holiday, birthday leave and much more! Recently awarded One to Watch' accreditation by Sunday Times Best Companies to Work For Acora Overview We are a UK based, award winning, IT services and technology company with over 25 years' experience. We provide a range of IT support and Microsoft-centric, business software and cloud solutions to help mid-market organisations modernise their IT so they can compete and win in the digital economy. More than 300 clients trust us to take responsibility for part, or all, of their IT from solution design to support. Acora has its Head Office in Burgess Hill, West Sussex as well as locations in Bletchley and Solihull. We are growing, ambitious and hard working. Our desire is to be an employer of choice with happy and fulfilled employees. Training, development and wellbeing are important aspects of our people focus. Our Vision To provide the mid-market with an outstanding customer experience through innovation and great people and become the leading provider of IT services within 4 years. Privacy Policy In general, you can visit online without telling us who you are or revealing any information about yourself. There are times, however, when we may need information such as your name and e-mail address, to correspond with you and fulfil your request. Acora is fully compliant with the General Data Protection Regulation 2016.
Senior Support Analyst - 3rd Line Do you have a mix of leadership and technical skills, and want to be involved in support and project based work? We are looking for a Systems Analyst, or Service Delivery Lead to focus primarily on the support and delivery of IT services to the clients user base. This role will provide support to the 200+ staff , working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and request resolution. You will also be involved in project based work (upgrades, migrations and similar), working with the Cloud & Infrastructure Manager. You will lead ITIL / Service delivery activities including the design, implementation, and operation of ITIL based processes and procedures to support IT service and change management activities, within a high availability, high volume/transactional systems and customer driven landscape We need you to come to this role with a great mix of technical skills around the Microsoft stack (O365, Azure etc) and be willing to cover tasks from 2nd Line support to key technical projects, and support 1st / 2nd Line Support Analysts Your background will include: * Experience and Certification in ITIL * Directly supporting the Head office site of up to 200 users plus additional remote user base. * Managing an Internal Helpdesk function, through service operation and direct delivery * Good knowledge of Office 365 Administration and usage * Strong skills in user engagement / user adoption / training and end user support * Strong skills in Laptop / Server / Infrastructure / Networking / Peripherals / Mobile admin / mgmt * SME across collaboration tools (e.g. Office 365 / Modern Office Tools / SharePoint / OneDrive / Teams) * Good knowledge of user / permission administration within a Windows Active Directory Domain environment, including Azure AD This position is a mix of onsite and remote depending on business needs / rotas
04/11/2021
Full time
Senior Support Analyst - 3rd Line Do you have a mix of leadership and technical skills, and want to be involved in support and project based work? We are looking for a Systems Analyst, or Service Delivery Lead to focus primarily on the support and delivery of IT services to the clients user base. This role will provide support to the 200+ staff , working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and request resolution. You will also be involved in project based work (upgrades, migrations and similar), working with the Cloud & Infrastructure Manager. You will lead ITIL / Service delivery activities including the design, implementation, and operation of ITIL based processes and procedures to support IT service and change management activities, within a high availability, high volume/transactional systems and customer driven landscape We need you to come to this role with a great mix of technical skills around the Microsoft stack (O365, Azure etc) and be willing to cover tasks from 2nd Line support to key technical projects, and support 1st / 2nd Line Support Analysts Your background will include: * Experience and Certification in ITIL * Directly supporting the Head office site of up to 200 users plus additional remote user base. * Managing an Internal Helpdesk function, through service operation and direct delivery * Good knowledge of Office 365 Administration and usage * Strong skills in user engagement / user adoption / training and end user support * Strong skills in Laptop / Server / Infrastructure / Networking / Peripherals / Mobile admin / mgmt * SME across collaboration tools (e.g. Office 365 / Modern Office Tools / SharePoint / OneDrive / Teams) * Good knowledge of user / permission administration within a Windows Active Directory Domain environment, including Azure AD This position is a mix of onsite and remote depending on business needs / rotas
Senior IT Support Analyst - Active Directory/Powershell/Intune/MDM/o365/Azure/AWS/Duo/Zoom/Slack/Confluence/JIRA We are currently looking for a Senior IT Support Analyst with a strong interest and background within infrastructure support around Azure technologies and services, o365, creating and using Powershell scripts, MDM and Intune. This is a great opportunity for someone looking to grow their skills and build a career internally with this Fintech company. The Person You will have a background and strong experience to date working within support with a broad and deep knowledge of server and desktop operating systems, network as well as Cloud offerings. This experience will have been gained not only supporting end users but working on technology projects and seeing those projects through to completion. Additionally you will have experience of providing support services for Windows Server, Exchange, SQL, SharePoint, o365 deployment and training, creating, using and sharing PowerShell scripts, experienced with video conferencing solutions. The Role Working with an established, friendly and technology hungry IT support team, you will be providing software, hardware and network support to our clients customer base as well as supporting 500+ end users with issues relating to Active Directory, o365, Azure, AWS, Duo, Authenticator Security, Zoom, Slack, Confluence and JIRA. Monitoring open calls, ensuring resolutions, ensure tickets are triaged, resolved or escalated within the teams SLA's as well as working on a number of technical projects. The Company Not only is this company one of the market leaders in financial software, they are also one of the UK's fastest growing Fintech organisations, utilising cutting edge technologies to benefit their clients. They are strong believers in investing in their employees and passionate about the products they produce and actively encourage their employees to grow and expand their experience and skill set as much as possible and will help you every step of the way! Situated in new state of the art offices in South West London, they offer an innovative, independent working environment alongside a first class benefits package. A collaborative working environment and technology is at the heart of what they do. The teams love to explore and experiment with new tech that can improve their customer experience and tools to boost the development and testing process. Your CV will not be submitted for this or any other role without your prior approval. Crown Heath Associates acts as both an Employment Agency and Employment Business. Please note we can only consider applications from candidates who have the right to work in the UK. Senior IT Support Analyst - Active Directory/Powershell/Intune/MDM/o365/Azure/AWS/Duo/Zoom/Slack/Confluence/JIRA
10/09/2021
Full time
Senior IT Support Analyst - Active Directory/Powershell/Intune/MDM/o365/Azure/AWS/Duo/Zoom/Slack/Confluence/JIRA We are currently looking for a Senior IT Support Analyst with a strong interest and background within infrastructure support around Azure technologies and services, o365, creating and using Powershell scripts, MDM and Intune. This is a great opportunity for someone looking to grow their skills and build a career internally with this Fintech company. The Person You will have a background and strong experience to date working within support with a broad and deep knowledge of server and desktop operating systems, network as well as Cloud offerings. This experience will have been gained not only supporting end users but working on technology projects and seeing those projects through to completion. Additionally you will have experience of providing support services for Windows Server, Exchange, SQL, SharePoint, o365 deployment and training, creating, using and sharing PowerShell scripts, experienced with video conferencing solutions. The Role Working with an established, friendly and technology hungry IT support team, you will be providing software, hardware and network support to our clients customer base as well as supporting 500+ end users with issues relating to Active Directory, o365, Azure, AWS, Duo, Authenticator Security, Zoom, Slack, Confluence and JIRA. Monitoring open calls, ensuring resolutions, ensure tickets are triaged, resolved or escalated within the teams SLA's as well as working on a number of technical projects. The Company Not only is this company one of the market leaders in financial software, they are also one of the UK's fastest growing Fintech organisations, utilising cutting edge technologies to benefit their clients. They are strong believers in investing in their employees and passionate about the products they produce and actively encourage their employees to grow and expand their experience and skill set as much as possible and will help you every step of the way! Situated in new state of the art offices in South West London, they offer an innovative, independent working environment alongside a first class benefits package. A collaborative working environment and technology is at the heart of what they do. The teams love to explore and experiment with new tech that can improve their customer experience and tools to boost the development and testing process. Your CV will not be submitted for this or any other role without your prior approval. Crown Heath Associates acts as both an Employment Agency and Employment Business. Please note we can only consider applications from candidates who have the right to work in the UK. Senior IT Support Analyst - Active Directory/Powershell/Intune/MDM/o365/Azure/AWS/Duo/Zoom/Slack/Confluence/JIRA
3rd Line Infrastructure Support Analyst Permanent Chertsey We are looking for an exceptional customer facing 3rd Line Infrastructure Support Analyst for our client who is a successful Product and MSP supplier division within a global electronics company based near Chertsey. The role is to provide high quality third line BAU support, encompassing service desk, desk side, server and infrastructure support to ensure that client infrastructure, network and their associated Back Office dependencies are both available and optimised for peak performance. The primary responsibilities will be : Deliver best in class IT infrastructure services for both internal and external clients Ensure availability & performance of business systems to achieve great customer service Patch/vulnerability management Provide third line support expertise Some out of hours support is required and flexibility to complete projects Key Knowledge areas are: Microsoft Products, Microsoft ecosystem, Server & Workstation, Azure Cloud, O365 Excellent knowledge of Windows Server 2016 and 2019, including knowledge of Windows PowerShell Scripting Administration of SQL Servers 2016/2019 Support of VMware vSphere 6 or above Excellent customer facing skills Experience of working in a direct client facing IT support role Analytical, precise, with an open questioning approach Lateral thinker with the ability to adapt quickly to new challenges Energetic with a passion to deliver and learn Excellent written and oral communication skills Fluent in business English, both written and verbal Good report writing and written presentation skills Security conscious Full, clean, current driving license required This is an excellent opportunity to join a small team where you can truly make a difference within a prestigious global company. An excellent salary around £40k plus overtime is offered depending on experience. Additional upgrades to MS training and certification could also offered within the role. TD Group Limited acts as an employment business for interim positions and an employment agency for permanent positions. TD Group is committed to equal opportunity and diversity.
10/09/2021
Full time
3rd Line Infrastructure Support Analyst Permanent Chertsey We are looking for an exceptional customer facing 3rd Line Infrastructure Support Analyst for our client who is a successful Product and MSP supplier division within a global electronics company based near Chertsey. The role is to provide high quality third line BAU support, encompassing service desk, desk side, server and infrastructure support to ensure that client infrastructure, network and their associated Back Office dependencies are both available and optimised for peak performance. The primary responsibilities will be : Deliver best in class IT infrastructure services for both internal and external clients Ensure availability & performance of business systems to achieve great customer service Patch/vulnerability management Provide third line support expertise Some out of hours support is required and flexibility to complete projects Key Knowledge areas are: Microsoft Products, Microsoft ecosystem, Server & Workstation, Azure Cloud, O365 Excellent knowledge of Windows Server 2016 and 2019, including knowledge of Windows PowerShell Scripting Administration of SQL Servers 2016/2019 Support of VMware vSphere 6 or above Excellent customer facing skills Experience of working in a direct client facing IT support role Analytical, precise, with an open questioning approach Lateral thinker with the ability to adapt quickly to new challenges Energetic with a passion to deliver and learn Excellent written and oral communication skills Fluent in business English, both written and verbal Good report writing and written presentation skills Security conscious Full, clean, current driving license required This is an excellent opportunity to join a small team where you can truly make a difference within a prestigious global company. An excellent salary around £40k plus overtime is offered depending on experience. Additional upgrades to MS training and certification could also offered within the role. TD Group Limited acts as an employment business for interim positions and an employment agency for permanent positions. TD Group is committed to equal opportunity and diversity.
Desktop Support Analyst
£24,000, rising to £26,000 after 6 months and then to £28,000 after 12 months, plus 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits Location: Newport
My client are in the middle of a massive growth spurt and restructure and with this in need of staff including a Desktop Support Analyst to be based on their client site in Newport. If you are currently in a Desktop Support Analyst role and looking to join a growing company then you need to contact us now.
As a member of Service Operations, you will play a key role in the delivery of high-quality technical support for the business and the customer being permanently based on the client site, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.
Desktop Support Analyst
Technical Experience
* Basic experience in troubleshooting relevant, common technologies such as:
* Microsoft Windows Operating Systems.
* Microsoft Office, 365 and other associated applications
* Common Business Applications
* Building of hardware
* Networking skills
Any exposure to the below would be a major advantage
* Microsoft Windows Operating Systems including Active Directory, Group Policy.
* Virtualisation (e.g. VMware, MS Hyper-V)
* Enterprise Storage (Netapp, Dell EqualLogic)
* Microsoft Exchange.
* Cloud Technologies (Office 365, Azure)
* Networking (configuration of firewalls, routers and switches)
* Citrix.
Desktop Support Analyst
Job Requirements/Experience
* Receive and respond to incoming customer calls, applying First Time Fixes wherever possible
* Monitor and progress incoming emails and progress to the relevant Service Area
* Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies
* Resolve Standard Service Requests related to End User Computing
* Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.
* Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users.
* Ensuring that, at all times the customer is fully aware of the status of their case.
* Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
* End User computing services to the customer beyond that provided from our offices as required.
* Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.
* Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line
29/10/2018
Desktop Support Analyst
£24,000, rising to £26,000 after 6 months and then to £28,000 after 12 months, plus 31 days holiday (23 days holiday + 8 days bank holiday) + Pension + training + Certifications + Healthcare Scheme + Childcare Vouchers + Corporate Gym Membership + flexi benefits Location: Newport
My client are in the middle of a massive growth spurt and restructure and with this in need of staff including a Desktop Support Analyst to be based on their client site in Newport. If you are currently in a Desktop Support Analyst role and looking to join a growing company then you need to contact us now.
As a member of Service Operations, you will play a key role in the delivery of high-quality technical support for the business and the customer being permanently based on the client site, whilst delivering exceptional customer satisfaction and a personalised service.
This position requires troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the customer satisfaction. This may often be under challenging conditions.
Desktop Support Analyst
Technical Experience
* Basic experience in troubleshooting relevant, common technologies such as:
* Microsoft Windows Operating Systems.
* Microsoft Office, 365 and other associated applications
* Common Business Applications
* Building of hardware
* Networking skills
Any exposure to the below would be a major advantage
* Microsoft Windows Operating Systems including Active Directory, Group Policy.
* Virtualisation (e.g. VMware, MS Hyper-V)
* Enterprise Storage (Netapp, Dell EqualLogic)
* Microsoft Exchange.
* Cloud Technologies (Office 365, Azure)
* Networking (configuration of firewalls, routers and switches)
* Citrix.
Desktop Support Analyst
Job Requirements/Experience
* Receive and respond to incoming customer calls, applying First Time Fixes wherever possible
* Monitor and progress incoming emails and progress to the relevant Service Area
* Assess, Troubleshoot and Resolve all End User Computing issues using known troubleshooting methodologies
* Resolve Standard Service Requests related to End User Computing
* Adhere to a strict ITIL environment ensuring that all ITIL and ISO processes are followed.
* Work with your colleagues to answer incoming calls, raise relevant cases and act as an overall first point of contact to end users.
* Ensuring that, at all times the customer is fully aware of the status of their case.
* Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
* End User computing services to the customer beyond that provided from our offices as required.
* Assist Problem Management by using all the information to hand to identify, prevent or resolve ongoing or potential issues.
* Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract/contract line
We are recruiting for a 2nd Line Technical IT Support Analyst, for one of the UK’s most successful independent, IT, Cloud & Managed Services Providers. The business split across four main focus areas of: Technology Solutions, Cyber Security, Cloud Solutions, and Communications.
Role & Responsibilities:
• You will be the second point of contact for end users and a representational face of IT and for end users who require support
• Dealing with all escalations acting as a liaison between the 1st line, Field Service and 3rd line teams. Working closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated to the rest of the Service Desk team to aid future troubleshooting
• Responsible for ensuring all support incidents, requests and problems are logged in the company's ITSM toolset and are resolved in line with the IT. departments SLA's. Acting as a mentor for the 1st line team you will help promote a shift left culture enabling faster call resolution for the end user community
• To provide remote technical support to the customers user base to achieve contractual Service Level Agreements
• Document all technical solutions within the Service Desk knowledge base and to provide technical support to 1st Line Service Desk Analysts
• To record all incidents / changes within the businesses service Desk tool.
• To answer inbound phone calls where required and make outbound phone calls to customers keeping them informed on a regular basis
Skills, Knowledge & Experience:
• Must be knowledgeable of; VMware Support, Active Directory Support, MS Exchange Support and Administration, Terminal Services Support (MS, Citrix), Dell SonicWALL Firewall Support, WatchGuard Firewall Support, Basic Cisco Routing and Switching Support, Basic Understanding of IP routing and switching, Understanding of Internet Connectivity (ADSL / SDSL / MPLS)
• Minimum 2 Years working in IT Support
• Good understanding of networks
• Good troubleshooting experience
• Excellent telephone manner
• Be available for 24/7 Rota if required
Benefits:
• Up to £25,000 basic Salary
• Pension Scheme & Training Days
• Perkbox
• Childcare voucher scheme
• Birthdays off as a paid holiday
• Referral scheme
Due to the amount of applications we receive, unfortunately we are not able to give feedback to all candidates, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. We will hold your details on our database and consider you for future opportunities, unless you instruct us otherwise. Good luck with your job search. Many thanks - Pyramid8 Ltd
29/10/2018
We are recruiting for a 2nd Line Technical IT Support Analyst, for one of the UK’s most successful independent, IT, Cloud & Managed Services Providers. The business split across four main focus areas of: Technology Solutions, Cyber Security, Cloud Solutions, and Communications.
Role & Responsibilities:
• You will be the second point of contact for end users and a representational face of IT and for end users who require support
• Dealing with all escalations acting as a liaison between the 1st line, Field Service and 3rd line teams. Working closely with the 3rd line teams ensuring that fixes are added to the knowledge base and that the information is communicated to the rest of the Service Desk team to aid future troubleshooting
• Responsible for ensuring all support incidents, requests and problems are logged in the company's ITSM toolset and are resolved in line with the IT. departments SLA's. Acting as a mentor for the 1st line team you will help promote a shift left culture enabling faster call resolution for the end user community
• To provide remote technical support to the customers user base to achieve contractual Service Level Agreements
• Document all technical solutions within the Service Desk knowledge base and to provide technical support to 1st Line Service Desk Analysts
• To record all incidents / changes within the businesses service Desk tool.
• To answer inbound phone calls where required and make outbound phone calls to customers keeping them informed on a regular basis
Skills, Knowledge & Experience:
• Must be knowledgeable of; VMware Support, Active Directory Support, MS Exchange Support and Administration, Terminal Services Support (MS, Citrix), Dell SonicWALL Firewall Support, WatchGuard Firewall Support, Basic Cisco Routing and Switching Support, Basic Understanding of IP routing and switching, Understanding of Internet Connectivity (ADSL / SDSL / MPLS)
• Minimum 2 Years working in IT Support
• Good understanding of networks
• Good troubleshooting experience
• Excellent telephone manner
• Be available for 24/7 Rota if required
Benefits:
• Up to £25,000 basic Salary
• Pension Scheme & Training Days
• Perkbox
• Childcare voucher scheme
• Birthdays off as a paid holiday
• Referral scheme
Due to the amount of applications we receive, unfortunately we are not able to give feedback to all candidates, if you have not heard back within 5 days please assume that you have not been successful for the role you have applied for. We will hold your details on our database and consider you for future opportunities, unless you instruct us otherwise. Good luck with your job search. Many thanks - Pyramid8 Ltd
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
29/10/2018
Here at SCC We enable people to do business by planning, supplying, integrating and managing their IT. We make IT work through partnership, knowledge and passion: trusted to run IT infrastructure services for leading business across Europe for 40 years. We now have an exciting opportunity for a strong and tenacious Manager to manage of a team of 1st and 2nd Line analysts supporting our Secure Cloud Platform – Sentinel, this is a highly regarded platform supporting many Central and Local Government Organisations. Sentinel by SCC is the first secure, Government cloud platform of its kind to achieve Pan-Government accreditation.
Overall Purpose of the role:
Manage the performance of a Secure Service Desk to ensure all events are actioned in an efficient and timely manner in line with agreed SLA and KPI’s, such that SLA targets are achieved.
To ensure that the Service Desk team are motivated and able to perform their day-to-day activities effectively, with the aim of achieving optimal customer satisfaction.
To be responsible for Knowledge Base and all supporting process development and documentation. Interfacing with suppliers, internal and/or customer Technical Support teams, to ensure minimum customer business disruption.
Occasional out of hours support will be expected, including evening and weekend work where necessary
Main Duties of Job:
• Management of desk staff and ownership for the Service Desk function.
• Main Service Desk escalation point for the customer and internal support functions for all customers.
• Management of all events against SLA and/or KPI commitments.
• Monitoring of desk activity to ensure that actions to resolve are completed within targets.
• Ownership of overall Service Centre processes and supporting documentation, ensuring that process documentation is valid at all times.
• Proactively identify areas requiring improvement; pro-actively monitor call and/or incident trends and desk activities in order to identify issues and recommend resolution of root causes.
• Ownership of Service Desk action and development programs.
• Identify, investigate and recommend changes in the delivery of services, aimed at reducing cost and improving the quality of service provision to the customer.
• The ability to produce statistics / MI reports, activity reports, weekly and/or monthly management reports and customer ad hoc reports as required and to set timeframes where applicable.
• To keep Senior Management informed of new processes, trends and changes.
• To manage the Incident Management function, such that incidents are resolved in a timely and effective manner, and to promote partnership with customer Problem and Change Management functions.
• Ensure that all sickness, holiday, expense and overtime forms are submitted and tracked via a central depository.
• Carry out regular 1-2-1’s with desk staff to ensure roles, objectives and targets are understood, and resolve any staff issues that may exist.
• To actively promote training with the team, such that competency levels of staff are maintained and increased to meet changing customer business.
• To be responsible for annual Performance Reviews, Probation Reviews and interviews of all Service Desk staff.
• Ensure that all reports are accurate and submitted consistently within set time frames.
• Ensure that all Service Desk process related documentation is valid at all times.
• To actively promote Information Security best practice within their areas of responsibility.
Skills, Knowledge & Experience:
• ITIL qualification (minimum Foundation).
• Minimum 3 years working at Team Leader level within a Service Desk Environment
• Strong, well developed supervisory / management skills.
• A customer-orientated approach with excellent communication and organizational skills.
• The ability to make a significant contribution to the development and improvement of services and to the overall operation of the Service Desk Team.
• Focused on delivering agreed objectives and results.
• Professional and presentable at all times.
• Organized and logical approach to administration and problem solving.
• PC skills (incl. MS Office family, e-mail, etc.).
• The ability to converse comfortably at 1st and 2nd line technical levels.
• Ability to work under pressure and cope with competing demands.
• Ability to handle difficult and demanding customer environments.
• Ability to deal with customers and liaise with other departments in a confident but friendly manner.
• Ability to work un-managed towards individual and team objectives associated with the role
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
29/10/2018
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
29/10/2018
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
29/10/2018
OVERVIEW: Support Analyst / Technical Support Consultant / 1st & 2nd Line Support Engineer / Application Support Consultant sought by software house based in Almondsbury, Bristol. Salary £22K-£27K (depending on experience) plus potential up to C£5K on call allowance after probation / if and when competent, plus pension, health etc. BOTH Graduates with ideally a year in industry AND experienced support analyst professionals are welcome to apply! Great opportunity to join a rapidly growing company offering ongoing training and development and a structured career path.
LOCATION: Almondsbury, near Bristol. Full time office based position. Monday-Friday 9-5.30pm with 1 hour lunch.
THE COMPANY;
My client is a market leader in designing, developing and implementing enterprise software solutions for multiple industries. Their sophisticated business applications and systems support companies globally. Their industry-proven software is a unified enterprise solution. You will join the business at an exciting time, as the company continues to transition its highly successful software solution to the .NET framework as part of a multi-year strategy to maintain its competitive market advantage. You'll support new and existing customers who have purchased my clients world-class enterprise software suite of applications which is built on Windows / Unix, .NET 4.5, ASP.NET, MVC etc.
THE ROLE & OPPORTUNITY
This is a unique and exciting opportunity for EITHER a talented, ambitious Graduate level candidate or a proven and experienced technical support / support analyst specialist to join a talented team supporting a range of blue chip clients across multiple Industries. The successful candidate will join the Company at an exciting time as the business is experiencing rapid growth. A comprehensive learning and development programme will be provided for the successful candidate, who will deliver 1st and 2nd line technical and application support to a range of clients, including provision of support for the integration of diverse and extensive peripheral devices.
Day to day duties;
* Resolving and prioritising customers' support requests allocated via the support system in a timely and efficient manner.
* Acquire a good understanding of the company's software products as part of a formal learning and development programme.
* Working with customers to set up and integrate peripheral devices such as printers/scanners to the system and resolving issues associated with integration.
* Advising customers with specific responsibility for Windows and Unix based implementations.
* Reaching out, where appropriate, to colleagues in software development to gain second line support guidance to assist in the resolution of customer support requests.
* Documenting solutions to service requests and customer issues and ensuring they are logged and tagged appropriately in the company's knowledge base
* Regular updating of the support system with status of outstanding tickets
* Acting as the first point of contact for customer support requests, resolving or allocating such support requests appropriately.
* Working with 3rd party vendors who provide additional hardware and software
Resources available;
* A modern cloud-based Support Desk system, which supports customer engagement and self-service.
* Access to an extensive knowledge base within the Support team.
CANDIDATE PROFILE:
- You will be at an advantage if you have experience / exposure to supporting finance systems / accountancy software / ERP systems OR if you have any finance or accounting / ERP knowledge either commercial OR academic!
- Ideally degree or equivalent qualification in an IT or finance / accounting related discipline.
- You may have experience of providing a high quality software application support service, particularly in supporting specialised applications and products.
- Used to working under pressure in a busy Support Desk environment
- A strong understanding of the technologies on which the customer software solutions are built.
- Use of modern help desk or service desk systems in previous employments.
- Awareness / understanding of ITIL / ISO Standards
- High level awareness / understanding of programming / software development / software engineering and database structures from a support perspective is highly advantageous
WHAT'S ON OFFER;
This position is based in Almondsbury near Bristol and offers;
- Funding of relevant professional qualifications
- A comprehensive learning and development program
- An excellent hard working but fun environment
- A highly competitive salary plus pension, health, medical and life assurance based on experience coupled with excellent training and development opportunities.
If you are a good match then please send a CV immediately to learn more about this excellent career opportunity.
Keywords: service desk, support, analyst , consultant, technical, engineer, help, ERP, Unix, Windows, Cloud, helpdesk, servicedesk, WMS, warehouse management systems, accountancy, finance, manufacturing, accountant, financial, first line, second line, 1st line, 2nd line, help desk
This vacancy is being advertised by ChilliFrog Ltd. The services advertised by ChilliFrog Ltd are those of an Employment Agency
