32 jobs found

Job Title: 2nd Line VoIP / Network Engineer Location: Pencoed, Wales Salary : 26,000 - 30,000 per annum Job Type: Full time, Permanent Working Hours: Mon - Fri 09:30 to 18:00 About Flotek Group: Flotek Group is the fastest-growing tech company in the Southwest, delivering IT and communication technology to small and medium businesses. With regional sales and support hubs across the South West, we are committed to our core values and principles, ensuring every product and service is provided with expertise, passion, and dedication. Role Overview: We are seeking a skilled and enthusiastic 2nd Line VoIP Engineer with experience in the ICT sector, particularly in VoIP/SIP and IP networks. The successful candidate will handle inbound technical support calls, resolve and triage issues, and, when necessary, escalate them to the engineering team. This role may also involve visiting customer sites for on-site support. Key Responsibilities: Handle inbound calls from customers requiring technical support for VoIP systems. Troubleshoot and resolve VoIP, SIP, and network-related issues remotely via phone and email. If unable to resolve at first contact, triage the incident/request and escalate to senior team members. Investigate and monitor telecoms, Wi-Fi, and network issues, ensuring resolution within SLAs. Communicate clearly with end-users, colleagues, and management to resolve issues promptly and ensure customer satisfaction, updating all open cases with relevant information. Visit customer sites to diagnose and repair VoIP services as needed. Deliver first-class customer service at all times. About you: Required Experience and Skills: Technical Expertise: Proven knowledge and experience with VoIP technologies, SIP messaging, call flows, and packet capture analysis. Networking Skills: Strong understanding of IP networks, TCP/IP, and troubleshooting network-related issues. Customer Service: Demonstrated experience in a customer-facing role with excellent verbal and written communication skills. IP PBX Systems: Familiarity with IP PBX systems and their configuration. Problem-Solving: Ability to troubleshoot and resolve complex technical issues efficiently. Team Collaboration: Ability to work effectively within a team and escalate issues when necessary. Driving Licence: A full UK driving licence is required. Preferred Qualifications: Certifications in relevant technologies (e.g., CompTIA Network+, CCNA) Experience with specific VoIP platforms (e.g., Asterisk, Hosted Cloud Telephony) Familiarity with network monitoring tools and software Remuneration and Benefits: Salary up to 30,000 per annum Staff Share Equity Scheme New customer referral incentive 21 days holiday, increasing to 25 days after 4 years of service (plus bank holidays) Please click on the APPLY button to send your CV and Cover Letter for this role. Candidates with the relevant experience or job titles of: 2nd Line IT Support, 2nd Line IT Engineer, Voice Engineer, Telephony Engineer, 3rd Line Support Engineer, IT Support Analyst, It Network Engineer, IT Technical Support, IT Systems Engineer, IT Systems Technician, Senior IT Engineer, Systems Administrator, Systems Support, 2ndLine IT Support Engineer, Senior Network Support, Server Support Technician, Senior IT Service Desk Technician, VOIP Engineer, VOIP Support may also be considered for this role.

The role will be responsible for providing 2nd line ICT technical support across the business. The postholder will be responsible for the management and upkeep of various software and hardware solutions across the estate. They will utilise their technical competencies within a Windows environment to ensure the availability and enhancement of key policing systems. 1. Provide 2nd line support in a calm, professional and customer focused manner, adhering to SLAs to support internal customers throughout the business. 2.Support the implementation of system changes, migrations and upgrades in-line with a change control process, enhancing existing services to meet or exceed agreed service levels. Conducts testing of new releases in a controlled environment before migrating to live. 3.Take ownership of tickets escalated from Service Desk and manage them throughout their lifecycle. Ensure relevant stakeholders are kept informed at all stages. 4.Deploy approved hardware and software across the Business following agreed practices, ensuring adherence to security procedures. 5.Support a range of applications across a defined portfolio, and assist in incident and problem resolution across the Business. Fulfil service requests, using escalation procedures when required in accordance with ITIL . 6.Collaborate, define and share knowledge, learning from others to develop technical skills in order to provide resilience in key areas. Create and maintain support documentation, enabling resiliency and knowledge transfer within the team. Define and maintain Knowledge Articles to enable the cascading of information to the ServiceDesk. 7.Work closely with 3rd parties and stakeholders to build strong relationships. Achieve swift resolutions to incidents requiring escalating outside of the ICT department. 8.Contribute towards scheduling, testing and the execution of releases of software, ensuring all parties are kept informed throughout and escalating where required. 9.Responsible for maintaining accurate Asset information for specific services, and contribute to maintaining accuracy across all ICT assets following defined procedures. 10.Work flexibly to provide support within core hours year-round, ensuring support is available to the Business during periods of high demand.

IT Service Desk Analyst We are seeking a dedicated IT Service Desk Analyst to join the Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm. Position: 6221 IT Service Desk Analyst Location: Cardiff (potential for future hybrid working, to be discussed at interview) Hours: Full time 37.5 Monday - Friday 9am - 5pm Contract: Permanent Salary: £26,161.25 per annum Closing Date: 25th July 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. The Role As an IT Service Desk Analyst, you will provide 1st and some 2nd line support to internal customers, working within the ITIL framework to ensure efficient resolution and escalation of incidents. As an IT Service Desk Analyst you will: Provide 1st and some 2nd line technical support to internal customers. Resolve and escalate incidents in line with Service or Operational Level Agreements. Support internal customers with procured computers. Produce case history reports as requested. Escalate service issues to 2nd/3rd line support and 3rd party suppliers. Improve customer self-service confidence by creating/updating Knowledge Base articles, User Guides, and FAQs. Create and maintain bespoke application support documentation. Participate in Service Desk team meetings, workshops, and seminars. Engage in IT projects and complete tasks as required. About You Ideally, you will be familiar with Lenovo Laptop and Desktop hardware and have experience in maintaining and managing mailboxes and distribution groups. Knowledge of Zoom and ticket logging software is also beneficial. You will need: 1st/2nd line Service Desk Support experience Experience in an ITIL aligned enterprise environment Knowledge of Microsoft Active Directory, Windows & Office IT hardware configuration & troubleshooting skills Good organisational skills, able to prioritise effectively Ability to gather, analyse & use evidence from various sources To understand & promote IT policies and security If you are passionate about supporting victims of crime and have the necessary skills and experience, we encourage you to apply. Please see the attached Job Description and Person Specification for further details once you apply. In Return Benefits include: Flexible Working Options: Including hybrid working. Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave. Birthday Leave: An extra day off for your birthday. Pension Plan: 5% employer contribution. Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments. Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts. Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance. Wellbeing Support: Employee assistance programme and wellbeing support. Inclusive Networks: Access to EDI networks and colleague cafes. Sustainable Travel: Cycle to work scheme and season ticket loans. Career Development: Ongoing training and support with opportunities for career progression. About the Organisation This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best. You may have experience in areas such as IT Support, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Service Desk Support, IT Service Desk, IT Service Desk Support, Tech Support, IT and Tech Support. Please note this role is being advertised by NFP People on behalf of our client.

IT Service Desk/ Support Analyst Location: Cullompton About Us: Welcome to Gregory Distribution Ltd, where technology and logistics come together to drive operational excellence. As part of our commitment to continuous improvement, we are undertaking a group-wide IT equipment upgrade. Join our dynamic Technology Team and be part of a project that will modernise and enhance our IT infrastructure across the UK. Job Description: We are looking for a proactive and customer-focused IT Service Desk / Support Analyst to provide 1st and 2nd line support across a wide range of systems and services. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and is passionate about delivering excellent service to users of all technical abilities. Key Responsibilities: Service Desk Support: Resolve incidents and fulfil service requests for users across multiple UK sites via phone, email, and our ITSM platform. Technical Troubleshooting: Support and triage issues across Windows-based software and business-critical applications in Warehouse, Transport, and Back Office environments. Hardware Management: Deploy and maintain IT assets including PCs, laptops, mobile devices, printers, and warehouse equipment. Business Change Support: Assist with IT aspects of site openings, closures, and office relocations. User Communication: Engage effectively with users at all levels, ensuring clear updates and managing expectations. Ticket Management : Log, prioritise, and resolve tickets in line with SLAs, always maintaining a customer-first approach. Continuous Improvement: Identify trends, reduce repeat incidents, and contribute to improving service quality and user satisfaction. Monitoring & Escalation: Use monitoring tools to proactively identify issues and escalate where necessary. Collaboration: Work closely with other Technology teams to ensure smooth transitions of new systems and updates into support. On-Call Support: Participate in the out-of-hours support rota as required. Travel: Occasionally travel to other Gregory Group locations to support incidents or project delivery. Required Experience: IT Support Experience: Minimum of 2 years' experience in a similar role Communication Skills: Confident in supporting users of varying technical ability. Attention to Detail: High level of accuracy in builds and documentation. Self-Management: Ability to manage workload and meet project deadlines. Travel Ready: Full UK driving licence, access to a vehicle insured for business use, and willingness to travel. Why Join Gregory Distribution Ltd? Competitive Salary : 26,000pa - 31,000pa (Including on call pay), Depending on experience! Hours: 07:30-18:00, with rotating early and late shifts covering a working day Monday to Friday (Including 4 days per week based in Cullompton) Training: Monthly Courses for a variety of areas. Benefits : Additional holiday purchasing scheme , Retail discounts with Hapi , Retail Trust Wellbeing Support , and more. Career Growth : Explore opportunities for professional development within our expanding business. Company Benefits : Excellent holiday allowance. Life assurance, pension, and sickness scheme . Extras : Christmas Savings Club , Black Circle Tyre Discount , Free Uniform and paid Volunteer Day. Wellbeing Support: Benefit from the Retail Trust Wellbeing Support program. Team Environment: Be part of a strong culture of teamwork and collaboration. How to Apply If you have the drive to be the best and want to be part of a flourishing and ambitious company, apply now! Please submit your application as soon as possible. Due to high volumes of applications, we reserve the right to close adverts before the closing date once we have received sufficient application Eligibility : Applicants must be eligible to work in the UK with no restrictions. Proof of Right to Work will be required at the interview stage. Contact Us : For any queries, please contact our Recruitment Team at . Our team is available Monday to Friday, 08:30hrs - 17:00hrs. Note to Recruitment Agencies : We prefer to recruit directly but have a Preferred Supplier List for when we need assistance. We'll be in touch if we need you. Subject to terms and conditions.

IT Service Desk Analyst We are seeking a dedicated IT Service Desk Analyst to join the Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm. Position: 6221 IT Service Desk Analyst Location: Cardiff (potential for future hybrid working, to be discussed at interview) Hours: Full time 37.5 Monday - Friday 9am - 5pm Contract: Permanent Salary: £26,161.25 per annum Closing Date: 25th July 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. The Role As an IT Service Desk Analyst, you will provide 1st and some 2nd line support to internal customers, working within the ITIL framework to ensure efficient resolution and escalation of incidents. As an IT Service Desk Analyst you will: Provide 1st and some 2nd line technical support to internal customers. Resolve and escalate incidents in line with Service or Operational Level Agreements. Support internal customers with procured computers. Produce case history reports as requested. Escalate service issues to 2nd/3rd line support and 3rd party suppliers. Improve customer self-service confidence by creating/updating Knowledge Base articles, User Guides, and FAQs. Create and maintain bespoke application support documentation. Participate in Service Desk team meetings, workshops, and seminars. Engage in IT projects and complete tasks as required. About You Ideally, you will be familiar with Lenovo Laptop and Desktop hardware and have experience in maintaining and managing mailboxes and distribution groups. Knowledge of Zoom and ticket logging software is also beneficial. You will need: 1st/2nd line Service Desk Support experience Experience in an ITIL aligned enterprise environment Knowledge of Microsoft Active Directory, Windows & Office IT hardware configuration & troubleshooting skills Good organisational skills, able to prioritise effectively Ability to gather, analyse & use evidence from various sources To understand & promote IT policies and security If you are passionate about supporting victims of crime and have the necessary skills and experience, we encourage you to apply. Please see the attached Job Description and Person Specification for further details once you apply. In Return Benefits include: Flexible Working Options: Including hybrid working. Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave. Birthday Leave: An extra day off for your birthday. Pension Plan: 5% employer contribution. Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments. Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts. Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance. Wellbeing Support: Employee assistance programme and wellbeing support. Inclusive Networks: Access to EDI networks and colleague cafes. Sustainable Travel: Cycle to work scheme and season ticket loans. Career Development: Ongoing training and support with opportunities for career progression. About the Organisation This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best. You may have experience in areas such as IT Support, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Service Desk Support, IT Service Desk, IT Service Desk Support, Tech Support, IT and Tech Support. Please note this role is being advertised by NFP People on behalf of our client.

Desk Side and Technology Support Analyst (2nd line support) Location: London, Victoria Job Type: Full-time Salary: Competitive A new exciting permanent opportunity has become available for a Desk Side and Technology Support Analyst to join a dynamic IT team. This role is crucial for ensuring the resolution of all 2nd Line incidents and service requests within the specified region. The ideal candidate will have a robust understanding of technology coupled with exemplary customer service skills to manage and resolve issues efficiently and effectively. Day-to-day of the role: Manage and prioritise all 2nd line incidents and requests according to defined SLAs, ensuring 100% adherence to best practice guidelines. Perform general troubleshooting of the desktop computing environment based on service requests logged via the Global Service Desk. Deploy IT hardware, record, and track assets during deployment according to IT Services standards and workflow procedures. Provide continual and regular updates to customers throughout the management of their incidents and requests. Troubleshoot a range of technology and telephony issues, investigating, diagnosing faults, and working through to resolution. Own and maintain equipment rooms to comply with IT Services and QSSE standards and mitigate risks. Support the setup of new offices, sites, or projects across the local region. Manage Service Now 'Stock Rooms' and take ownership of the goods receipting process. Responsible for the recycling of all redundant IT equipment and technologies, ensuring correct disposal according to Asset Disposal Policy. Maintain all conference room IT facilities and act as an escalation point for local service issues. Escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software. Provide cover for the local Desk Side and Technology Support Team Lead when required. Required Skills & Qualifications: Experience in IT Service Management principles and processes. High level of proficiency in working in a Corporate IT environment. Experience in working to and exceeding Service Level Agreements. Broad technical understanding of IS services being supported. Ability to apply for security clearance depending on the region. Strong business focus and customer service skills. Working knowledge of database/excel structures/tables/configurations. Experience in data analysis and good numeracy, analytical and reporting skills. A valid driving license is essential as travel to other offices is required. Desirable: Certification from Microsoft ITIL V3/4 Foundation Qualification working knowledge of Service Now Benefits: Competitive salary package. Opportunities for professional growth and development. Dynamic and supportive work environment. Travel opportunities. To apply for the Desk Side and Technology Support Analyst position, please submit your CV to be considered immediately.

IT Service Desk Analyst We are seeking a dedicated IT Service Desk Analyst to join the Technology team based in Cardiff. This role is full time working 37.5 hours per week Monday to Friday, 9am to 5pm. Position: 6221 IT Service Desk Analyst Location: Cardiff (potential for future hybrid working, to be discussed at interview) Hours: Full time 37.5 Monday - Friday 9am - 5pm Contract: Permanent Salary: £26,161.25 per annum Closing Date: 25th July 2025. We reserve the right to close this vacancy early, if enough suitable applications are received. The Role As an IT Service Desk Analyst, you will provide 1st and some 2nd line support to internal customers, working within the ITIL framework to ensure efficient resolution and escalation of incidents. As an IT Service Desk Analyst you will: Provide 1st and some 2nd line technical support to internal customers. Resolve and escalate incidents in line with Service or Operational Level Agreements. Support internal customers with procured computers. Produce case history reports as requested. Escalate service issues to 2nd/3rd line support and 3rd party suppliers. Improve customer self-service confidence by creating/updating Knowledge Base articles, User Guides, and FAQs. Create and maintain bespoke application support documentation. Participate in Service Desk team meetings, workshops, and seminars. Engage in IT projects and complete tasks as required. About You Ideally, you will be familiar with Lenovo Laptop and Desktop hardware and have experience in maintaining and managing mailboxes and distribution groups. Knowledge of Zoom and ticket logging software is also beneficial. You will need: 1st/2nd line Service Desk Support experience Experience in an ITIL aligned enterprise environment Knowledge of Microsoft Active Directory, Windows & Office IT hardware configuration & troubleshooting skills Good organisational skills, able to prioritise effectively Ability to gather, analyse & use evidence from various sources To understand & promote IT policies and security If you are passionate about supporting victims of crime and have the necessary skills and experience, we encourage you to apply. Please see the attached Job Description and Person Specification for further details once you apply. In Return Benefits include: Flexible Working Options: Including hybrid working. Generous Annual Leave: 28 days plus Bank Holidays, increasing to 33 days plus Bank Holidays, with options to buy or sell annual leave. Birthday Leave: An extra day off for your birthday. Pension Plan: 5% employer contribution. Enhanced Allowances: Enhanced sick pay, maternity, and paternity payments. Exclusive Discounts: High Street, retail, holiday, gym, entertainment, and leisure discounts. Financial Wellbeing: Access to our financial wellbeing hub and salary-deducted finance. Wellbeing Support: Employee assistance programme and wellbeing support. Inclusive Networks: Access to EDI networks and colleague cafes. Sustainable Travel: Cycle to work scheme and season ticket loans. Career Development: Ongoing training and support with opportunities for career progression. About the Organisation This independent charity provides a range of specialist services to people who have been affected by crime across England and Wales. Working towards a world where there are fewer victims but who have stronger rights, better support and a real influence in the Criminal Justice System, everyone at the charity is driven by the Vision Ambitions and Values to play their part in making a difference for those who experience crime and traumatic events. As part of the commitment to the Race at Work Charter we particularly welcome applicants from Black, Asian and minority ethnic communities. The charity is also a Disability Confident Employer and provides a Guaranteed Interview Scheme for candidates that are disabled and meet all essential criteria for a role. If you have a disability, a learning difficulty such as dyslexia or a medical condition, which you believe may affect your performance during any aspect of the selection process, the team will be happy to make reasonable adjustments to enable you to perform at your best. You may have experience in areas such as IT Support, 1st Line Support, 2nd Line Support, 1st Line IT Support, 2nd Line IT Support, Service Desk Support, IT Service Desk, IT Service Desk Support, Tech Support, IT and Tech Support. Please note this role is being advertised by NFP People on behalf of our client.

Leading the way in resident empowerment Watmos' unique approach has put it at the forefront of transforming communities, providing great homes and exceeding expectations. We are seeking an outstanding and dedicated individual who shares our passion for improving people's lives. This role involves: Being the first point of contact to receive and log incidents/service requests from customers via telephone, email and customer service desk and processing accordingly. Providing first line diagnosis and resolution. Working as part of a busy, customer focussed team in a technically challenging environment to provide all ICT related services across the group structure. The successful candidate will have experience of working in a 1st line support role with good all-round technical knowledge of ICT in a multi-site environment and ability to analyse and successfully resolve complex problems or arrange 2nd/3rd line follow up when required. You will also possess excellent verbal and written communication, problem-solving, customer service and interpersonal skills and have a good knowledge and understanding of data protection principles. Job Purpose: Reporting to the ICT Infrastructure and Support Team Leader, the post holder will be part of a small team who provide all ICT related services across the group structure, which comprises of 12 sites, including seven local TMO Offices, one Central Services Office, Three Local TMO Offices and one Central Services Office in London. The work of the post holder will directly impact upon services that support front line services, their continuity and delivery. The post holder will be required to function effectively in a busy, customer focussed and technically challenging environment providing predominantly 1st Line technical support with a developing element of 2nd Line support. We are genuinely proud of our diversity, our people, our values, our homes and our achievements and you will support our ongoing evolution. In line with our ethos as an organisation we are committed to creating a diverse and inclusive organisation with a sense of belonging, where everyone knows their opinions matter and their talents can be fully utilised. We encourage applications from those of all backgrounds and strongly value having a workforce that includes people who have different life experiences.

At Capgemini Invent, we help our clients to embrace innovation and transformation to get the future they want. By combining strategy, technology, data science, and creative design expertise with an inventive mindset, we partner with our clients to innovate and transform their business, helping them navigate today, while plotting a course for the future. About Capgemini Invent As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth. Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion Our brand promise "Get The Future You Want" reflects our passion for people and technology and highlights the company's commitment to inclusion and sustainability. An important aspect of 'Get the Future You Want' is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success. When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client. Get The Future You Want See what it's like to work at Capgemini Invent, visit our Glassdoor page As a Digital Business Analyst Consultant, you'll: Help our clients understand and explore how, where and why to apply new digital technologies & platforms. Advising, designing and delivering excellent products and services for our clients to transform their businesses and deliver real value. Play a pivotal role in end-to-end user centred design projects, working between design, product, development and test. Work as part of a multi-disciplinary Agile Scrum team, having responsibility for understanding user needs, working closely with our business partners, translating problems or requirements into user stories and defining acceptance criteria. Be highly customer focused and responsible for building stakeholder relationships and using your analytical thinking, problem-solving and communication skills to help achieve the Scrum teams' goals. Skills you will need: Experience in a user-centred product or service development projects. Experience working in a multi-disciplinary Agile Scrum team, facilitating and supporting the end-to-end delivery, from research and design through to development and testing. Ability to lead the translation of user needs and business requirements into user stories and acceptance criteria. Ability to be the intermediary between both business requirements and user needs, and between waterfall and Agile delivery. Proficient in the use of requirements capturing methodology toolsets e.g. JIRA. Experience in technical business analysis with a familiarity of architectural concepts such as microservice and legacy architecture, API's and cloud infrastructure. Responsible for building highly collaborative internal and external stakeholder relationships, with both the ability to deal with conflict management and to influence key stakeholders. Support and lead scrum team activities and ceremonies to ensure delivery of team goals. Support effective business analysis through analytical thinking, problem-solving and communication skills. Bonus Skills: Experience across different sectors, including in Public Sector, Utilities, Financial Services, Consumer Products and Retail Experience working with Government Digital Service (GDS) service standards Experience supporting internal operations of the team through activities such as recruitment, client development, line management, delivering trainings and mentoring Certifications across Business Analysis, Agile Delivery, User Centred Design etc. We are hiring all levels of experience. Whether you have been working as part of a small team or leading large or complex engagements, we have the role for you. Potential is also just as important to us as having the required skills. If you have the right mindset and you're passionate about the role, we will be able to provide you with bespoke training and the support to build all the skills you need. An overview of the role As a Digital Business Analyst Consultant, you will be joining the growing and exciting Digital Factory community who are continually sharing knowledge and expertise. We are all passionate about user centred design, critical thinking, problem solving and designing and building digital services and products. Working at Capgemini Invent would give you opportunities to develop and grow, working with major clients in both public and private sector. Our offices are in a variety of locations including London, Manchester and Glasgow. We offer hybrid working, however depending on your project you may have to travel to client locations. The work: No matter the project or customer, your work will have a meaningful impact on society, businesses and lives. It's really rewarding. And it's also really varied. You'll potentially work on a huge variety of projects (some larger than others), so you could gain lots of experience in a short amount of time. Collaboration and Innovation: We really believe in creating a partnership with our customers. Using our Accelerated Solutions Environment (ASE), you'll get to know the customer's needs and challenges, demo innovative solutions and quickly solve problems. It'll help you discover unexpected answers together. Why us? Capgemini Invent UK is a winner at the Glassdoor Employees' Choice Awards for the 2nd year running, placing in the top 50 employers in its list of the Best Places to Work in 2022. At Capgemini Invent we pride ourselves on our collaborative innovation culture and we provide autonomy in driving your own career and developing the skills they need to achieve success. Whilst we're a global consultancy, we're made up of supportive, close-knit communities all working to get the best solutions for our customers and create the best working environment for our employees. We offer formal training and certifications from industry leaders specific to your role, as well as informal trainings, support and mentorship in our Digital Business Analyst Consultant community. We offer interesting and challenging client engagements, opportunities to work and learn from our experienced team of Digital Business Analyst Consultants and the chance to experience a wide range of different clients and industries. Diversity: Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs. Learning and development: There's an endless amount to learn at Capgemini, and an endless number of ways to do so. So, you'll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference. Outside of dedicated training, everyone makes time to help and support one another - collaboration is encouraged across all of our teams. Work/Life Harmony: We understand that everyone has varied lives and we want you to have a great work-life balance. So, where possible, our Work Life Harmony policy will help you to work flexibly and juggle your work and home life. CSR: We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for an 9th year. When you join Capgemini, you'll join a team that does the right thing. Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location..... click apply for full job details

At Capgemini Invent, we help our clients to embrace innovation and transformation to get the future they want. By combining strategy, technology, data science, and creative design expertise with an inventive mindset, we partner with our clients to innovate and transform their business, helping them navigate today, while plotting a course for the future. About Capgemini Invent As the digital innovation, design and transformation brand of the Capgemini Group, Capgemini Invent enables CxOs to envision and shape the future of their businesses. Located in more than 36 offices and 37 creative studios around the world, it comprises a 10,000+ strong team of strategists, data scientists, product and experience designers, brand experts and technologists who develop new digital services, products, experiences and business models for sustainable growth. Capgemini Invent is an integral part of Capgemini, a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of 340,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2021 global revenues of €18 billion Our brand promise "Get The Future You Want" reflects our passion for people and technology and highlights the company's commitment to inclusion and sustainability. An important aspect of 'Get the Future You Want' is to balance hybrid ways of working between your Capgemini office, home, and client location (where applicable). We recognise that it is an imperative to create flexibility so you can enjoy an optimal work-life balance and feel empowered to achieve success. When you come onboard, or before, please discuss this with your manager so you can agree the best ways of working for your role, team, and client. Get The Future You Want See what it's like to work at Capgemini Invent, visit our Glassdoor page As a Digital Business Analyst Consultant, you'll: Help our clients understand and explore how, where and why to apply new digital technologies & platforms. Advising, designing and delivering excellent products and services for our clients to transform their businesses and deliver real value. Play a pivotal role in end-to-end user centred design projects, working between design, product, development and test. Work as part of a multi-disciplinary Agile Scrum team, having responsibility for understanding user needs, working closely with our business partners, translating problems or requirements into user stories and defining acceptance criteria. Be highly customer focused and responsible for building stakeholder relationships and using your analytical thinking, problem-solving and communication skills to help achieve the Scrum teams' goals. Skills you will need: Experience in a user-centred product or service development projects. Experience working in a multi-disciplinary Agile Scrum team, facilitating and supporting the end-to-end delivery, from research and design through to development and testing. Ability to lead the translation of user needs and business requirements into user stories and acceptance criteria. Ability to be the intermediary between both business requirements and user needs, and between waterfall and Agile delivery. Proficient in the use of requirements capturing methodology toolsets e.g. JIRA. Experience in technical business analysis with a familiarity of architectural concepts such as microservice and legacy architecture, API's and cloud infrastructure. Responsible for building highly collaborative internal and external stakeholder relationships, with both the ability to deal with conflict management and to influence key stakeholders. Support and lead scrum team activities and ceremonies to ensure delivery of team goals. Support effective business analysis through analytical thinking, problem-solving and communication skills. Bonus Skills: Experience across different sectors, including in Public Sector, Utilities, Financial Services, Consumer Products and Retail Experience working with Government Digital Service (GDS) service standards Experience supporting internal operations of the team through activities such as recruitment, client development, line management, delivering trainings and mentoring Certifications across Business Analysis, Agile Delivery, User Centred Design etc. We are hiring all levels of experience. Whether you have been working as part of a small team or leading large or complex engagements, we have the role for you. Potential is also just as important to us as having the required skills. If you have the right mindset and you're passionate about the role, we will be able to provide you with bespoke training and the support to build all the skills you need. An overview of the role As a Digital Business Analyst Consultant, you will be joining the growing and exciting Digital Factory community who are continually sharing knowledge and expertise. We are all passionate about user centred design, critical thinking, problem solving and designing and building digital services and products. Working at Capgemini Invent would give you opportunities to develop and grow, working with major clients in both public and private sector. Our offices are in a variety of locations including London, Manchester and Glasgow. We offer hybrid working, however depending on your project you may have to travel to client locations. The work: No matter the project or customer, your work will have a meaningful impact on society, businesses and lives. It's really rewarding. And it's also really varied. You'll potentially work on a huge variety of projects (some larger than others), so you could gain lots of experience in a short amount of time. Collaboration and Innovation: We really believe in creating a partnership with our customers. Using our Accelerated Solutions Environment (ASE), you'll get to know the customer's needs and challenges, demo innovative solutions and quickly solve problems. It'll help you discover unexpected answers together. Why us? Capgemini Invent UK is a winner at the Glassdoor Employees' Choice Awards for the 2nd year running, placing in the top 50 employers in its list of the Best Places to Work in 2022. At Capgemini Invent we pride ourselves on our collaborative innovation culture and we provide autonomy in driving your own career and developing the skills they need to achieve success. Whilst we're a global consultancy, we're made up of supportive, close-knit communities all working to get the best solutions for our customers and create the best working environment for our employees. We offer formal training and certifications from industry leaders specific to your role, as well as informal trainings, support and mentorship in our Digital Business Analyst Consultant community. We offer interesting and challenging client engagements, opportunities to work and learn from our experienced team of Digital Business Analyst Consultants and the chance to experience a wide range of different clients and industries. Diversity: Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs. Learning and development: There's an endless amount to learn at Capgemini, and an endless number of ways to do so. So, you'll also have unique training opportunities to take advantage of. Some of our consultants even have the chance to go to Les Fontaine (near Paris, France), where we host a conference. Outside of dedicated training, everyone makes time to help and support one another - collaboration is encouraged across all of our teams. Work/Life Harmony: We understand that everyone has varied lives and we want you to have a great work-life balance. So, where possible, our Work Life Harmony policy will help you to work flexibly and juggle your work and home life. CSR: We're also focused on using tech to have a positive social impact. So, we're working to reduce our own carbon footprint and improve everyone's access to a digital world. It's something we're really serious about. In fact, we were even named as one of the world's most ethical companies by the Ethisphere Institute for an 9th year. When you join Capgemini, you'll join a team that does the right thing. Whilst you will have London, Manchester or Glasgow as an office base location, you must be fully flexible in terms of assignment location..... click apply for full job details

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 Analyst/1st & 2nd Line Support/Desktop Support 23-27K + Benefits + Company Vehicle for field-based work 8am-4pm or 9am-5pm Worthing ROLE Do you take pride in offering a fantastic service to customers? Have you worked in a technical support environment before resolving service desk/1st & 2nd line support issues? If the answer is yes to those questions, then we have a great opportunity for you. We are searching for an IT Service Desk Analyst/1st & 2nd Line Support Engineer who is comfortable supporting users with 1st & 2nd line technical issues, operating in both a single site and field-based capacity (company vehicle available for field-based work). Full training will be provided. DUTIES & RESPONSIBILITIES Maintain a customer focused approach, delivering superb value to the customer base Provide excellent customer service at all times; offering empathy and patience to the users Take accountability and ownership for all assigned issues Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes Contribute to the continual service improvement culture Adhere to strict SLAs & KPIs Complete online ticket requests with a high level of diligence Respond to user requests and assist and teach users where appropriate Perform troubleshooting and fault diagnostics Perform basic IT system administration tasks Escalate incidents to different resolver groups COMPETENCIES Experience of working in an ITIL environment or theoretical knowledge of ITIL supported by commercial IT support experience Able to resolve 1st and/or 2nd line desktop issues in a Microsoft environment Competent at fixing PC & Laptop hardware Basic networking and general fault diagnosis Excellent customer service Strong communication skills A team player who is self-motivated, enthusiastic, and keen to learn Diligent with good time management skills and the ability to prioritise tasks Proactive approach to work, with a positive and flexible attitude Ideally you will possess one or more of the following accreditations: CompTIA A+, CompTIA Network+, MCP/MCSA in Desktop ITIL V3 or V4 Foundation COMPANY Our client is committed to making sure their employees reap the rewards of commitment and great performance. You will enjoy a secure, supportive and progressive working environment, where your contribution and achievements will be recognised and rewarded. They offer comprehensive training as well as development and career progression opportunities. In addition to this, you will also receive the following benefits: 28 days annual leave (including statutory holidays) Overtime and on-call options Stakeholder pension Company vehicle available

Role Purpose The IT Service Delivery function within the IT Department manages the development, operation and technical support of the core IT infrastructure and business applications, ensuring they run efficiently, effectively and securely. The IT Service Desk is responsible for providing IT related information and support via telephone and email to all fee earners and business services employees on a 24/7 basis to all Freshfields international offices. Key Responsibilities and Deliverables Responsible for providing first line support to customers across the firm and in some cases this may include supporting the firm's clients, directly or indirectly. Their primary focus will be to ensure all calls and emails are answered promptly, requests and incidents are dealt with appropriately and all calls are adequately logged within the firm's service management system. The role is expected to work as part of a team, flexibly, in a rotating shift pattern. Act as a single point of contact for all incoming calls and emails from customers regarding IT issues and queries; 1st line support - troubleshooting IT relating problems for the firm's core systems ensuring issues are logged with the required information; Ensure all calls and emails are logged and managed within the firm's service management system in accordance to the agreed SLAs and OLAs; Keep customers updated on outstanding tickets; Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner; Meet or exceed defined quality and performance targets for IT Service Desk; Take responsibility for calls and see them through to completion; Assign incidents and requests to appropriate 2nd/ 3rd line teams after all troubleshooting steps have been exhausted; Proactively pick up on trends from calls logged Update documentation and knowledge base articles as and when required Project work as required Key Requirements Essential Customer service / IT Service Desk experience; Excellent communication skills; Ability to maintain composure in a pressurised, fast-paced environment; Ability to understand business needs and prioritise issues accordingly; Ability to take ownership of and manage issues to resolution; A broad knowledge and interest in IT Desirable Multi-lingual - German language in particular; ITIL Certification or relevant experience; Citrix / Microsoft qualifications; Experience of supporting remote working (RSA and Pulse) ; Experience of supporting IOS mobile devices, UEM; Experience of supporting a Citrix environment; Experience of supporting Windows 10, MS Office 2016 applications, Office 365; Advanced knowledge of Active Directory; Experience of working at a large law firm, professional services firm or investment bank Function Overview The IT Department is responsible for providing technology and support to enable fee earners and business services employees to operate efficiently both internally and with their clients. The IT department is comprised of two functions, Customer Services and Technology Services. These two functions work closely together with the shared goal of delivering strategic business value through the application of technology. IT operates as a global team with regional presence in most of our offices. Our centralised IT infrastructure is maintained and managed by Technology Services and Customer Services provides all business facing support and services. Inclusion Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.

Desktop Support Analyst Reporting to: Desktop Manager Location: Battersea Foster and Partners are an award-winning British architectural design and engineering firm who put forward an innovative, modern and sustainable approach. We are based in Battersea SW London. Due to a period of sustained growth we are looking to recruit Desktop Support Analyst to join our Desktop Support Team About the role The Desktop Support Analyst is responsible for providing timely and effective 2nd and 3rd line support services to our growing user base. The team is largely based in our London campus, but the team also provide 3rd line support to our global and travelling staff. The team works closely with first line and infrastructure teams to provide a rounded IT service. They also work closely with the programme management office to deliver change projects. Key Responsibilities include but not limited to: Troubleshooting of sometimes complex incidents and problems associated with our end-user computing environment Monitoring and taking ownership of incidents to resolution, providing customer updates as appropriate Liaising with other IT teams regarding incidents requiring multiple discipline involvement Understanding and adhering to all elements of our technical standards and security policy Working to uplift standards and work practices to promote our continual improvement programme objectives Knowledge sharing across team members and other teams to improve the overall quality of services Helping to define and design hardware, software and process changes to aid service improvement Qualities and skills required Strong interpersonal skills and the ability to effectively communicate with a wide variety of people at all levels Excellent written and verbal communication skills - articulate and diplomatic manner Resilient to cope with conflicting demands and able to prioritise duties and work under pressure Able to demonstrate initiative and a proactive approach to daily tasks Able to work independently and as part of an effective team Methodical, accurate and consistent attention to detail Ability to demonstrate a high degree of flexibility including shift and out of hours working Excellent organisational skills Able to manage sensitive and sometimes confidential information Skills: High level of technical awareness of various hardware form factors, including PC's, Macs, Laptops and tablet devices (Required) High level of technical competence in supporting Microsoft Operating Systems in enterprise environments (Required) Experience in supporting a Microsoft infrastructure-based enterprise, including Active Directory, SCCM, TCPI/IP and DNS (Required) Excellent working knowledge and experience with the Microsoft Office suite, including Office 356 (Required) Excellent working knowledge and experience with remote administration tools (Required) A general understanding of network technologies, VPN, remote access solutions & virus protection tools (Required) Experience in technical design and architecture (Desired) Hardware standards Configuration standards PC build definition and creation and imaging Process improvement Knowledge and experience of supporting business critical software platforms e.g. CAD or design software (Desired) ITIL awareness or qualification (Desired) Microsoft certified/qualified (Desired In return we offer a competitive basic salary and generous benefits package which includes 25 days holiday (exc bank holidays), Pension, DIS and discretionary annual bonus If you would like to work for a company that can offer you a career then please apply by sending an up to date CV

Our client is passionate about helping their customers and communities live sustainable lives now and in the long term. They are trusted experts in the design, build, and operation of Heat and Energy networks. Through the innovative new solutions they build, and through the continuous optimisation of the networks they operate, they are instrumental in the delivery of the UK's Climate change agenda. They are currently looking for a Temporary Junior System Support Analyst to join their busy team in Shipley, West Yorkshire. The focus of this role is to support the Systems Manager to maintain all aspects of the IT infrastructure. You will take ownership for incidents and escalate them where necessary to see them through to resolution. Junior System Support Analyst Duties: Serving as the first point of contact for IT support within the organization Logging, prioritizing, and processing support calls through the internal helpdesk Installing, configuring, and maintaining software and hardware components of computer, mobile and networking systems Planning and undertaking scheduled maintenance, patching and upgrades Setup and ongoing admin of user accounts and security access Investigating, diagnosing, and resolving software and hardware faults Maintaining and updating technical documentation regularly Stock management and asset control of all IT hardware Proactive monitoring of systems for alerts Ongoing maintenance of system backups. Junior System Support Analyst Requirements: Good problem solving/troubleshooting skills Strong interpersonal and communications skills, both written and verbal Excellent customer service skills Ability to provide advice to non-technical aware end users Organized with good time management skills A 'can do' attitude to challenging issues Excellent planning, organizational and administrative skills Good working knowledge of Microsoft products including Office 365, Windows 10, Active Directory, Windows Server, and Exchange Knowledge of network infrastructure including TCP/IP A minimum of 2-3 years proven experience in an IT support role (1st/2ndline) Desirable: Experience administering Microsoft server environments (2012 R2, 2016, 2019) Knowledge of VMWare Knowledge of Veeam Backup and replication software A Solid understanding of advanced networking, including VPNs and VLANS Exposure to MS Azure. About the Company: Our client is one of the UK's largest, most experienced, and capable providers of prepayment, metering and other related services to community and district heating schemes. They make a success of schemes owned by local authorities, housing associations and private landlords. They help to optimize energy efficiency, keep costs fair, and protect the most vulnerable residents from fuel poverty. They are passionate about helping their customers and communities live sustainable lives now and in the long term. They are trusted experts in the design, build, and operation of Heat and Energy networks. Through the innovative new solutions they build, and through the continuous optimization of the networks they operate, they are instrumental in the delivery of the UK's Climate change agenda. If you think you are suitable for the Temporary Junior System Support Analyst role then please apply today!

IT Helpdesk Assistant - Up to £35,000 Market Leading Law Firm - Central London - Up to £35,000 Your new role I'm looking to speak with 1st/2nd Line Support Analysts from a Legal/Professional Services background. You will be assisting end user queries on the phone and deskside, ranging from junior-to-senior level staff/stakeholders. 35-40 hour weeks within shifts ranging from 8am-6pm. There will be an out of hours shift rota which is implemented every 6-8 weeks. What you'll need to succeed Minimum 2+ years experience in a similar role (Legal background advantageous) Windows 10, AD & Group Policy Citrix (XenDesktop) MDM Support & InTune (iOS, Android etc) Networking (LAN & Routers/Switches - CompTIA A+ can help) Desirable: Any IT Quals (MCP, MCSE etc) BigHand (Or any digital dictation knowledge) What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Service Desk Analyst / First Line/ Call logger An exciting opportunity has arisen for an experienced Service Desk Analyst/ First Line Support Analyst/ Call logger to join well established blue chip organisation in Peterborough. Please note this role will be working from home until the covid restrictions are lifted however long term candidates will be required to attend site if not full time some of the week. The hours of cover are 8am to 6pm Monday to Sunday 37.5 hours a week on a shift basis, there may be a requirement to work from 6am but that shift will be working from home. There is a requirement to work one weekend in five. The position is initially 3 months contract with long term opportunity to join as a permanent member of staff. Service Desk Analyst/ First Line Support Analyst/ Call Logger you will have experience in AD, Mailbox admin and some O365 experience would also be advantageous. As a Service Desk Analyst/ First Line Support Analyst/ Call Logger you will be responsible for: Answering incoming contacts from customers and to accurately log incidents ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to our customers and to ensure that incidents are fully managed through to resolution. * 1st Line Support of Wintel / Retail and Hardware related incidents. * Accurately log incidents and ensure all relevant data is captured whilst logging the incident. * Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. * Proactively keeping Customers informed on incident or request status and progress. * Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. * Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. * Resolve >60% of incidents logged as a First Time Fix So if you are a Service Desk Analyst/ First Line Support Analyst / Call Logger looking for your next exciting career opportunity apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy..

Salary: £157.50 - £293.63 p/w Working Week: Monday to Friday – requirement to work one of the following dependant on rota. 0800 to 1630 0830 to 1700 0900 to 1730 60 minute lunch break Total hours per week: 37.50 Duration: 24 Months Start Date: ASAP About Good Energy Founded in 1999, Our mission at Good Energy is to transform the UK energy market by helping homes and businesses to be part of a sustainable solution to climate change. Good Energy is looking for talented people to help us build a more sustainable future for the UK. We’re motivated by the contribution we make every day towards developing the green energy sector and reducing the UK’s carbon emissions. Life at Good Energy is a little different from your average company. Everyone works in a fun and fast paced environment where your day to day responsibilities will be contributing to a better, more sustainable future for everyone. The Apprentice Service Desk Analyst will require a flexible self-starter, capable of working in a small but highly demanding and productive team environment. The successful candidate will work closely with members of the IT & Digital team to deliver robust solutions. The role requires the ability to communicate and work with a variety of people from every area of the As an Apprentice Service Desk Analyst, you will be part of the IT team. The IT & Digital team is responsible for supporting the Business with all IT & Digital needs. The successful candidate will require a passion for customer service and communication with colleagues, and will contribute to continual improvement of service desk documentation. Apprenticeship summary Work closely with customers around the business to collect necessary information to allow resolution of Service Desk tickets. Directly resolve service desk tickets in agreed areas of responsibility including, but not limited to: New user accounts setup (Active Directory/Exchange/Shortel telephony etc.) Account permission modification (In line with approval process) Remote deployment of software packages Account retirement in accordance with leaver’s procedures Provide application support including, but not limited to: Responding to user queries Investigating application errors Escalate tickets to Senior Service Desk Analyst as required Self-Manage assigned activities Support the Service Desk and Governance Lead Provide, to support Service Desk ticket resolution Provide information, and direct tickets, as required to other members of IT & Digital to allow tickets to be resolved, and support management of the Service Desk workload Contribute to the creation, maintenance and continual improvement of service desk processes/documentation At all times follow and support all relevant departmental policies, guidelines, processes and other documentation Maintain quality and accuracy in all areas of work, in particular for any Service Desk tickets directly resolved by yourself Support the IT & Digital Department in other activities Adopt and drive a framework of continuous improvement, developing innovative and value-added ways to serve our customer Facilitate clear and concise communications between the IT & Digital team and our customer during times of major service impacting issues Requirements and prospects Desired skills A passion for developing your Hardware/Software diagnosis and troubleshooting skills Self-starter capability Strong verbal and written communication skills Experience of gathering key information to allow decisions to be taken Attention to detail Team player with strong interpersonal skills Ability to promote a professional perception of the department to others Ability to prioritise a varied and demanding workload to hit agreed deadlines Confidence getting to grips with unfamiliar IT applications and software Adaptability: able to thrive in an evolving work environment Ability to work under pressure during times of high calls volumes and high impacting incidents. Experience with Windows 7 and Windows 10 Personal qualities   Works in a way which role models our purpose & values: Our Purpose: ‘Powering the choice of cleaner greener future, together’  Straightforward We are straightforward in how we communicate with each other and get things done Determined We are determined and resilient, overcoming challenges to realise our purpose together Inclusive We value people’s differences and recognise the strength they give us when we work together Fair In fulfilling our purpose, we aim to balance fairly the needs of our people with those of our customers, our shareholders and our future holders Desired qualifications Minimum GCSE grades A to C including Maths and English. All applicants will be required to pass initial assessments in Maths and English. All applicants will be required to complete initial assessments in Maths and English. Depending on the apprenticeship applied for, you will also need to complete the ICT initial assessment. Future prospects May lead to permanent employment for the right candidate on completion of the apprenticeship. An advanced apprenticeship in IT can lead to jobs such as Software or Web Developer, Support Engineer, Software Tester or Network Planner, and much more. You could progress to a Level 4 Higher Apprenticeship in IT, Software, Web and Telecoms. Things to consider Driving licence preferable but not essential You must be able to get to and from the place of work and college in a timely manner Advanced Apprenticeships in IT and Telecoms can take up to 24 months to complete, although the actual duration will depend on your job role and previous experience To assist you during your apprenticeship, you may be required to purchase some equipment and resources to support you during your course Closing Date: Wednesday 2nd January 2019

Exciting opportunity for a high achieving Independent School in the Surrey area in search for a talented Service Desk Analyst / Senior ICT Support Technician. Great benefits including Free daily lunch onsite, free use of the onsite Gym, 25 Days annual leave plus a host of additional benefits. As a Service Desk Analyst, you will gain exposure to new technologies and be involved in new Project installations. Core working hours are to cover 8am-5pm, Mon-Fri. As IT Support analyst / Technician you will be offered a competitive salary of up to £30,000 depending plus benefits. Reporting to the Service Desk Manager you will be: • Providing technical support in order to ensure the smooth operation of the site’s servers, devices, virtual environments and LAN infrastructures • Supporting software installation and maintenance, as well as technical support to staff • Monitoring the safety and security of all networks and ensuring on-time maintenance is carried out to minimize the risk of downtime • You will be good at implementing and troubleshooting to a 2nd/3rd line support level, able to demonstrate good technical oversight, ownership of responsibilities and evidence effective communication skills. • Communicating progress regarding on-going issues to staff in a timely manner The role offers plenty of challenges and a good opportunity to gain valuable experience within the IT support sector. You will require an aptitude for working with applications and systems in order to undertake analysis and diagnostics. IT issues can vary from simple staff issues to more complicated technical issues, which in itself represent a great opportunity for growth within the role and the organisation. We are looking for an IT Support Analyst / Engineer with good experience administering the following technologies: Windows Server 2008 R2/2012 R2/2016, Exchange 2010/2013, Network Switches,WLAN, Active Directory/Group Policy, VMware ESXi 5.5/6, SCCM 2012, Security (Firewall, Web Filtering, AV) Due to the work environment, all candidates will be subject to DBS checks in accordance with the site policy. Is this the next challenge for you? Apply now! Keywords - Service desk analyst, Helpdesk Analyst, Schools ICT Technician, ICT Engineer, ICT Support, IT Technician, IT Engineer, IT Support, 2nd Line engineer, Service Desk Analyst, Field Engineer About GreatFind Recruitment We specialise on IT Channel recruitment, especially in education sector. We work on different job level vacancies from graduate jobs to 3rd line Technicians, and in various departments including IT, sales and marketing, and operations. We've worked in the IT channel for nearly 20 years. We deliver a consultative, personal service to our candidates and clients, and we won't rest until everyone is happy. We are an equal opportunity provider

Service Desk / Helpdesk Analyst contract in Manchester up to £150 per day! My client based in Manchester is looking for a contract Service Desk / Helpdesk Analyst with experience in IT customer service, excellent communication skills and exposure to Office 365. Job title: Service Desk / Helpdesk Analyst Location: Manchester Job type: 3 months contract Rate: £100 – 150 per day What you’ll be doing: * Working within small team, providing 1st line support to the business applications including Office 365. * To retain ownership of incidents end to end until the issue is resolved. This entails updating the users as well as chasing progress and resolution from internal and external support teams. * Responsible for documentation of procedures relating to 1st and 2nd line support to assist other members of the team. * Responsible for liaison with members of the IT department to ensure that they are kept up-to-date on relevant issues. * Responsible for working within Service Level Agreement (SLA) guidelines published to business community. Also responsible for making recommendations for changes to SLAs if appropriate. * Develop and maintain strong relationships with business users * Support in the identification of issues that can be initially resolved or escalated to the appropriate team who then take ownership. Who are we looking for: Personal Skills & Experience * Excellent communication skills * Solid understanding of the need for procedures, practices and standards for use within an IT department with the ability to put these into place where they do not already exist * Excellent customer facing skills’ – being able to negotiate on an informal basis if required * Ability to maintain composure in difficult situations – possibly where conflicting demands are placed on limited resources * Mature approach when carrying out duties * Ability to develop strong relationships at all levels * Keeps commercial aspects continually in mind when taking actions or making decisions Technical Skills * Ability to diagnose problems experienced on desktop/portable machines in order to determine whether they are related to hardware, software, data, network issues or a combination of these issues * Experience with Office 365 * Working knowledge of Outlook and Exchange * Excellent knowledge and experience of desktop applications * Ability to take on basic application support processes. If you are keen to add value but also have an opportunity to develop your skill further then please do not hesitate to apply