Our client seeks a Senior Helpdesk Analyst for a contract role within the technology sector. This position is vital for maintaining IT service continuity across the business and ensuring customer satisfaction. Key Responsibilities Own and resolve high priority incidents where outages impact business continuity or customer trading. Perform data restoration as part of disaster recovery processes to restore business operations. Provide out of hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work. Collaborate with internal and 3rd party engineering teams as part of supporting the restoration of physical server faults. Partner with 1st line teams to simplify complex fixes, restoring operations for customers faster and without escalation. Identify opportunities for automation as part of a 'shift left' manner of working. Create a trusting and highly positive rapport with all our customers, leaving them with a smile after every interaction. Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff. Take a leading role in managing incidents through to completion with a high degree of ownership, quality, and consistency. Ensure internal and external customers are informed of progress on outstanding issues and requests. Be actively involved in the development and improvement of the Technology Customer Service Desk. Seek and drive opportunities to improve, innovate, and develop processes for the benefit of the team and our customers. Work to a schedule, utilising workforce management tools. General duties will include assigned outbound incident investigation, system alerts, proactive AM and PM tasks, Critical Incidents and Outages, and Customer Care support (complaints and escalations). Skills and Experience Demonstrable written and verbal communication skills, with the ability to communicate in non-technical, user-friendly language. Basic understanding and application of SQL, Linux, PowerShell, BASH. Good understanding of Azure, InTune, and Windows OS. Enthusiastic attitude toward advancing your technical skills and knowledge. Proven ability to analyse situations, problem solve, and prioritise. Ability to learn and adapt to a rapidly changing environment. Experience with the Specsavers systems, services, and support processes. If you are a proactive and skilled IT Service Desk professional ready to take on a challenging role within a dynamic industry, apply now!
05/12/2025
Contractor
Our client seeks a Senior Helpdesk Analyst for a contract role within the technology sector. This position is vital for maintaining IT service continuity across the business and ensuring customer satisfaction. Key Responsibilities Own and resolve high priority incidents where outages impact business continuity or customer trading. Perform data restoration as part of disaster recovery processes to restore business operations. Provide out of hours on-call support for issues that cannot be addressed during trading hours, including overnight engineering work. Collaborate with internal and 3rd party engineering teams as part of supporting the restoration of physical server faults. Partner with 1st line teams to simplify complex fixes, restoring operations for customers faster and without escalation. Identify opportunities for automation as part of a 'shift left' manner of working. Create a trusting and highly positive rapport with all our customers, leaving them with a smile after every interaction. Diagnose, document, and resolve a wide range of incidents reported by stores, corporate users, and lab staff. Take a leading role in managing incidents through to completion with a high degree of ownership, quality, and consistency. Ensure internal and external customers are informed of progress on outstanding issues and requests. Be actively involved in the development and improvement of the Technology Customer Service Desk. Seek and drive opportunities to improve, innovate, and develop processes for the benefit of the team and our customers. Work to a schedule, utilising workforce management tools. General duties will include assigned outbound incident investigation, system alerts, proactive AM and PM tasks, Critical Incidents and Outages, and Customer Care support (complaints and escalations). Skills and Experience Demonstrable written and verbal communication skills, with the ability to communicate in non-technical, user-friendly language. Basic understanding and application of SQL, Linux, PowerShell, BASH. Good understanding of Azure, InTune, and Windows OS. Enthusiastic attitude toward advancing your technical skills and knowledge. Proven ability to analyse situations, problem solve, and prioritise. Ability to learn and adapt to a rapidly changing environment. Experience with the Specsavers systems, services, and support processes. If you are a proactive and skilled IT Service Desk professional ready to take on a challenging role within a dynamic industry, apply now!
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects.You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders.You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience.If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
05/12/2025
Full time
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects.You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders.You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience.If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
Our client is a growing UK group who seek to to hire a Senior Analytics, Automation & BI Expert, the business is entering an exciting phase of growth over the next few years and is seeking a Senior BI/ Data Analyst to engage and influence stakeholders and deliver data solutions. This role will work closely with the group BI team of Data Engineers and be the conduit for the UK business to develop better BI tools and analysis. • Assist with defining and executing the UK strategy for Analytics, Automation & AI in line with business priorities • Act as a main point of contact for business stakeholders on analytical & AI requirements. • Champion adoption of self-service analytics and promote data-driven decision-making across the organisation • Oversee all analytical activities within assigned domains and ensure alignment with business needs. • Design and deliver dashboards, process automation, and AI-powered solutions that improve business efficiency and insight. • Providing expertise with Microsoft solutions and mentor team members will be part of your role. • Design, develop, and implement data models and data products with a focus on state-of-the-art architecture design. • Ensure the quality and performance of data & analytics solutions by utilising your expertise and testing, validating, and approving developments done by other team members (internals and externals).Act as a technical lead or project manager, overseeing the implementation of data & analytics solutions and ensuring successful project delivery. • Support IT Helpdesk to manage Automation, Data & Analytics related incidents and requests, ensuring all calls are dealt with within the agreed SLA. A salary of £60,000-£75,000 DOE plus £6k car allowance, 10% bonus and benefits.
04/12/2025
Full time
Our client is a growing UK group who seek to to hire a Senior Analytics, Automation & BI Expert, the business is entering an exciting phase of growth over the next few years and is seeking a Senior BI/ Data Analyst to engage and influence stakeholders and deliver data solutions. This role will work closely with the group BI team of Data Engineers and be the conduit for the UK business to develop better BI tools and analysis. • Assist with defining and executing the UK strategy for Analytics, Automation & AI in line with business priorities • Act as a main point of contact for business stakeholders on analytical & AI requirements. • Champion adoption of self-service analytics and promote data-driven decision-making across the organisation • Oversee all analytical activities within assigned domains and ensure alignment with business needs. • Design and deliver dashboards, process automation, and AI-powered solutions that improve business efficiency and insight. • Providing expertise with Microsoft solutions and mentor team members will be part of your role. • Design, develop, and implement data models and data products with a focus on state-of-the-art architecture design. • Ensure the quality and performance of data & analytics solutions by utilising your expertise and testing, validating, and approving developments done by other team members (internals and externals).Act as a technical lead or project manager, overseeing the implementation of data & analytics solutions and ensuring successful project delivery. • Support IT Helpdesk to manage Automation, Data & Analytics related incidents and requests, ensuring all calls are dealt with within the agreed SLA. A salary of £60,000-£75,000 DOE plus £6k car allowance, 10% bonus and benefits.
Circle Recruitment
Newcastle Upon Tyne, Tyne And Wear
IT Service Desk Manager - Newcastle IT Service Desk Manager - with experience in leading an IT helpdesk team required by a leading Newcastle city-centre-based company. You must have experience in managing an IT helpdesk environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in managing IT processes, IT assets, and IT workflows and experience working in an IT technical environment Experience as an IT Helpdesk Team Leader or Manager / IT Service Desk Team Leader or Manager / Senior Service Desk Analyst Experience in managing IT assets and developing IT workflows, automation and processes This is a fantastic role for one of Newcastle's leading companies. You shall join a medium-sized IT team. As the IT Helpdesk Manager, you will manage a helpdesk team, provide training, define and measure SLAs for the performance of the Helpdesk and define and measure KPIs for the helpdesk team. Duties include: You will manage the IT Helpdesk team, developing and assisting members of the IT team Involved in the change management process and develop + deliver Service Level Agreements (SLAs) Have a huge impact on the overall IT strategy at a senior level including the development of increased technical standards and IT policy Train junior members of a junior helpdesk team The company is going from strength to strength and the IT department is constantly expanding. Their Newcastle office is state of the art and they invest in their employees, so an employer of choice for the regionMy client is open on salary, it will be dependent on experience. To apply send your CV to Matthew.Leach @ circlerecruitment . com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
04/12/2025
Full time
IT Service Desk Manager - Newcastle IT Service Desk Manager - with experience in leading an IT helpdesk team required by a leading Newcastle city-centre-based company. You must have experience in managing an IT helpdesk environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in managing IT processes, IT assets, and IT workflows and experience working in an IT technical environment Experience as an IT Helpdesk Team Leader or Manager / IT Service Desk Team Leader or Manager / Senior Service Desk Analyst Experience in managing IT assets and developing IT workflows, automation and processes This is a fantastic role for one of Newcastle's leading companies. You shall join a medium-sized IT team. As the IT Helpdesk Manager, you will manage a helpdesk team, provide training, define and measure SLAs for the performance of the Helpdesk and define and measure KPIs for the helpdesk team. Duties include: You will manage the IT Helpdesk team, developing and assisting members of the IT team Involved in the change management process and develop + deliver Service Level Agreements (SLAs) Have a huge impact on the overall IT strategy at a senior level including the development of increased technical standards and IT policy Train junior members of a junior helpdesk team The company is going from strength to strength and the IT department is constantly expanding. Their Newcastle office is state of the art and they invest in their employees, so an employer of choice for the regionMy client is open on salary, it will be dependent on experience. To apply send your CV to Matthew.Leach @ circlerecruitment . com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
IT Senior Desktop Support Location: London, SE1 Work Arrangement: On-premises An outstanding opportunity has arisen to join a prestigious national institution renowned for its cultural impact and historical significance. This forward-thinking organisation offers a purpose-driven environment where your advanced IT expertise will directly support the systems that preserve and share powerful historical narratives. With major investments in digital infrastructure and cloud-based technology, they're now seeking a seasoned IT professional with solid third-line desktop support experience to join a close-knit technical team. IT Senior Desktop Support Key Skills: We are keen to connect with professionals who take pride in delivering high-quality, customer-focused IT support. This includes Desktop Support Engineers, IT Support Analysts, Service Desk Engineers, End-User Support Specialists, and IT Technicians who have experience providing exceptional 2nd and 3rd level support service in user-facing environments. You should also bring: - 4+ years of experience in 2nd and 3rd line desktop support, with demonstrable third-line expertise. - Strong problem-solving skills and the ability to manage complex support cases to resolution. - Experience supporting Microsoft Windows in a networked environment. - Familiarity with Active Directory, Azure AD, Intune, and hybrid infrastructure. - Excellent communication skills and a professional, approachable demeanour. - Experience using helpdesk/ticketing platforms (Ivanti experience is a plus). - Ability to work across platforms including Windows desktops, laptops, and occasionally Mac. All applicants must have the right to work in the UK and possess fluent English communication skills. About the IT Senior Desktop Support position: As a key member of the IT and AV Services team, you'll take ownership of escalated support issues and play a critical role in maintaining IT systems across multiple UK sites. This is a customer-facing, first, second and third-line support role ideal for someone who enjoys problem-solving, thrives in technically varied environments, and understands the value of delivering exceptional service. You'll provide expert desktop and infrastructure support, bridging on-premises systems and Azure cloud services, and be entrusted with managing complex incidents, mentoring users, and enhancing service delivery with new technologies. Responsibilities include: - Troubleshooting and resolving first, second and third-line desktop and infrastructure issues. - Acting as Problem Manager for high-priority or technically complex support cases. - Providing expert-level support across Windows-based systems, AD, and Intune. - Responding to user issues via phone, email, and chat; ensure accurate ticket logging. - Supporting hybrid environments, including Azure cloud and on-premises infrastructure. - Delivering user training and promote best practices. - Introducing new technologies, including AI chatbots. - Contributing to documentation, patching, monitoring, and service enhancements. - Deputising for the IT and AV Service Desktop Team Leader as needed. This role promises a stimulating environment with varied and challenging responsibilities that directly support the organisation's mission to educate and inform the public about significant historical events. Salary and Benefits: Salary: £40-45,000 Work Arrangement: On-premises Benefits Include: - 25 days annual leave (increasing to 30 after 5 years) plus public holidays. - Exceptional pension contributions between 16.7%-24.3% through the Civil Service Pension Scheme. - Interest-free season ticket loans after three months of service. - Free entry to partner museum exhibitions. - Continuous professional development opportunities. - Enhanced maternity and paternity benefits linked to length of service. - Childcare vouchers. - Benenden Healthcare Society membership (subject to terms & conditions). - Access to The Charity for Civil Servants. - Ride 2 Work Scheme. For more information on this IT Senior Desktop Support position, please contact us to discuss. Our client welcomes everyone. They celebrate differences and encourage everyone to join and be themselves at work.
04/12/2025
Full time
IT Senior Desktop Support Location: London, SE1 Work Arrangement: On-premises An outstanding opportunity has arisen to join a prestigious national institution renowned for its cultural impact and historical significance. This forward-thinking organisation offers a purpose-driven environment where your advanced IT expertise will directly support the systems that preserve and share powerful historical narratives. With major investments in digital infrastructure and cloud-based technology, they're now seeking a seasoned IT professional with solid third-line desktop support experience to join a close-knit technical team. IT Senior Desktop Support Key Skills: We are keen to connect with professionals who take pride in delivering high-quality, customer-focused IT support. This includes Desktop Support Engineers, IT Support Analysts, Service Desk Engineers, End-User Support Specialists, and IT Technicians who have experience providing exceptional 2nd and 3rd level support service in user-facing environments. You should also bring: - 4+ years of experience in 2nd and 3rd line desktop support, with demonstrable third-line expertise. - Strong problem-solving skills and the ability to manage complex support cases to resolution. - Experience supporting Microsoft Windows in a networked environment. - Familiarity with Active Directory, Azure AD, Intune, and hybrid infrastructure. - Excellent communication skills and a professional, approachable demeanour. - Experience using helpdesk/ticketing platforms (Ivanti experience is a plus). - Ability to work across platforms including Windows desktops, laptops, and occasionally Mac. All applicants must have the right to work in the UK and possess fluent English communication skills. About the IT Senior Desktop Support position: As a key member of the IT and AV Services team, you'll take ownership of escalated support issues and play a critical role in maintaining IT systems across multiple UK sites. This is a customer-facing, first, second and third-line support role ideal for someone who enjoys problem-solving, thrives in technically varied environments, and understands the value of delivering exceptional service. You'll provide expert desktop and infrastructure support, bridging on-premises systems and Azure cloud services, and be entrusted with managing complex incidents, mentoring users, and enhancing service delivery with new technologies. Responsibilities include: - Troubleshooting and resolving first, second and third-line desktop and infrastructure issues. - Acting as Problem Manager for high-priority or technically complex support cases. - Providing expert-level support across Windows-based systems, AD, and Intune. - Responding to user issues via phone, email, and chat; ensure accurate ticket logging. - Supporting hybrid environments, including Azure cloud and on-premises infrastructure. - Delivering user training and promote best practices. - Introducing new technologies, including AI chatbots. - Contributing to documentation, patching, monitoring, and service enhancements. - Deputising for the IT and AV Service Desktop Team Leader as needed. This role promises a stimulating environment with varied and challenging responsibilities that directly support the organisation's mission to educate and inform the public about significant historical events. Salary and Benefits: Salary: £40-45,000 Work Arrangement: On-premises Benefits Include: - 25 days annual leave (increasing to 30 after 5 years) plus public holidays. - Exceptional pension contributions between 16.7%-24.3% through the Civil Service Pension Scheme. - Interest-free season ticket loans after three months of service. - Free entry to partner museum exhibitions. - Continuous professional development opportunities. - Enhanced maternity and paternity benefits linked to length of service. - Childcare vouchers. - Benenden Healthcare Society membership (subject to terms & conditions). - Access to The Charity for Civil Servants. - Ride 2 Work Scheme. For more information on this IT Senior Desktop Support position, please contact us to discuss. Our client welcomes everyone. They celebrate differences and encourage everyone to join and be themselves at work.
Circle Recruitment
Newcastle Upon Tyne, Tyne And Wear
IT Manager - Newcastle IT Manager with experience in leading an IT helpdesk / IT support team and still being hands-on technical, providing IT desktop support is required by a leading Newcastle city-centre-based company. You must have experience in managing an IT support environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in managing IT processes, IT assets, and IT workflows and experience working in an IT technical environment. This role will be 50% leadership, 50% hands-on, so you need excellent knowledge of Windows Server, Active Directory, Exchange Online, Intune & Microsoft 365 Experience as an IT Helpdesk Team Leader or IT Manager / IT Service Desk Team Leader or Manager / Senior IT Support Analyst Excellent experience in Desktop support around Windows Server, Active Directory, Exchange Online, Intune & Microsoft 365 Experience in managing IT assets and developing IT workflows, automation and processes Team leading / mentoring experience This is a fantastic role for one of Newcastle's leading companies. You shall join a medium-sized IT team. As the IT Manager, you will lead a helpdesk team, provide training, define and measure SLAs for the performance of the Helpdesk and define and measure KPIs for the helpdesk team. Duties include: You will manage the IT Helpdesk team, developing and assisting members of the IT team Lead on Microsoft Desktop support projects Involved in the change management process and develop + deliver Service Level Agreements (SLAs) Have a huge impact on the overall IT strategy at a senior level, including the development of increased technical standards and IT policy Mentor & guide junior members of a junior helpdesk team The company is going from strength to strength, and the IT department is constantly expanding. Their Newcastle office is state-of-the-art, and they invest in their employees, so an employer of choice for the regionMy client is offering a salary between £40,000 - £45,000. To apply send your CV to Matthew.Leach @ circlerecruitment . com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
28/11/2025
Full time
IT Manager - Newcastle IT Manager with experience in leading an IT helpdesk / IT support team and still being hands-on technical, providing IT desktop support is required by a leading Newcastle city-centre-based company. You must have experience in managing an IT support environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in managing IT processes, IT assets, and IT workflows and experience working in an IT technical environment. This role will be 50% leadership, 50% hands-on, so you need excellent knowledge of Windows Server, Active Directory, Exchange Online, Intune & Microsoft 365 Experience as an IT Helpdesk Team Leader or IT Manager / IT Service Desk Team Leader or Manager / Senior IT Support Analyst Excellent experience in Desktop support around Windows Server, Active Directory, Exchange Online, Intune & Microsoft 365 Experience in managing IT assets and developing IT workflows, automation and processes Team leading / mentoring experience This is a fantastic role for one of Newcastle's leading companies. You shall join a medium-sized IT team. As the IT Manager, you will lead a helpdesk team, provide training, define and measure SLAs for the performance of the Helpdesk and define and measure KPIs for the helpdesk team. Duties include: You will manage the IT Helpdesk team, developing and assisting members of the IT team Lead on Microsoft Desktop support projects Involved in the change management process and develop + deliver Service Level Agreements (SLAs) Have a huge impact on the overall IT strategy at a senior level, including the development of increased technical standards and IT policy Mentor & guide junior members of a junior helpdesk team The company is going from strength to strength, and the IT department is constantly expanding. Their Newcastle office is state-of-the-art, and they invest in their employees, so an employer of choice for the regionMy client is offering a salary between £40,000 - £45,000. To apply send your CV to Matthew.Leach @ circlerecruitment . com Circle Recruitment is acting as an Employment Agency in relation to this vacancy. Earn yourself a referral bonus if you refer somebody else who fills the role! We also offer an iPad if you refer a new client to us and we recruit for them. Follow us on Facebook - Circle Recruitment , Twitter and LinkedIn - Circle Recruitment.
Ecs Resource Group Ltd
Cheltenham, Gloucestershire
Senior Software Support Analyst Location: Cheltenham (Hybrid working) Salary: 40,000- 45,000 per annum (DOE) Overview We are looking for a highly skilled Software Analyst to join our Business Systems Team at our Head Office in Cheltenham. In this role, you will provide advanced support across the organisation's core business applications, including ERP, CRM, E-commerce, and Back-Office systems. This is a role that combines deep technical troubleshooting, strong business process understanding, and a passion for system optimisation. You will ensure seamless data flow between applications, deliver robust support, and enhance the overall user experience-making sure our business systems remain efficient, intuitive, and aligned to operational needs. Key Responsibilities Application Support & Maintenance Incident, Problem & Change Management Continuous Improvement & Collaboration Integration & Data Management About You 5+ years' experience in software/application support with strong focus on databases and integrations. Experience supporting ERP/CRM/E-commerce environments (e.g., Microsoft Dynamics 365 Business Central/NAV/CRM, Magento, Shopify, WooCommerce). Advanced SQL skills (T-SQL/SQL Server): complex queries, joins, triggers, stored procedures. Familiarity with API integrations (REST, SOAP, OData) and middleware platforms. Experience with helpdesk/ITSM platforms such as HaloPSA, ServiceNow, ConnectWise, or Jira Service Management. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
25/11/2025
Full time
Senior Software Support Analyst Location: Cheltenham (Hybrid working) Salary: 40,000- 45,000 per annum (DOE) Overview We are looking for a highly skilled Software Analyst to join our Business Systems Team at our Head Office in Cheltenham. In this role, you will provide advanced support across the organisation's core business applications, including ERP, CRM, E-commerce, and Back-Office systems. This is a role that combines deep technical troubleshooting, strong business process understanding, and a passion for system optimisation. You will ensure seamless data flow between applications, deliver robust support, and enhance the overall user experience-making sure our business systems remain efficient, intuitive, and aligned to operational needs. Key Responsibilities Application Support & Maintenance Incident, Problem & Change Management Continuous Improvement & Collaboration Integration & Data Management About You 5+ years' experience in software/application support with strong focus on databases and integrations. Experience supporting ERP/CRM/E-commerce environments (e.g., Microsoft Dynamics 365 Business Central/NAV/CRM, Magento, Shopify, WooCommerce). Advanced SQL skills (T-SQL/SQL Server): complex queries, joins, triggers, stored procedures. Familiarity with API integrations (REST, SOAP, OData) and middleware platforms. Experience with helpdesk/ITSM platforms such as HaloPSA, ServiceNow, ConnectWise, or Jira Service Management. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
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
Superb IT Support Role With Fast-Track Cloud Progression Cardiff, South Wales (full time on-site initially) £30k £33k + Bonus + 25 Days Holiday + Training Plan Looking to break into Cloud tech but stuck on the helpdesk? If you already have a keen interest in Azure and/or AWS this could be your way out! Our client is a leading IT provider and is seeking two Service Desk Engineers to support their external clients but you won t stay as 1st / 2nd Line Service Desk Engineers for long. You ll get hands-on with Microsoft 365, Azure, and AWS environments from day one. You ll be mentored, trained, and guided into Cloud roles this is the springboard. What you ll do: Be the first port of call for customer IT issues (hardware, software, Microsoft 365). Help manage user accounts in Microsoft 365 & Azure Entra. Support with basic Azure queries you ll learn the rest on the job. Get involved in daily checks, ticketing, troubleshooting, and more. What we re looking for: 1st Line support experience (or similar IT role). You must already be able to show a genuine interest in Cloud tech you want to learn Azure/AWS and ideally have started your own journey towards this with home learning or study Good communication and problem-solving skills. What you ll get: Fast-track Cloud career progression with a personal training plan. Great culture, South Wales HQ (mainly onsite at this level but this will become a hybrid role as you progress into more senior positions) £28k £31k + 5% bonus, pension, private health, cycle scheme, and 25 days hols. This part is important: You must be UK-based for at least 5 years (Security Clearance eligibility required). If you're currently in a 1st line role and would like to find a role with clear progression please apply now for more details, thanks!
14/11/2025
Full time
Superb IT Support Role With Fast-Track Cloud Progression Cardiff, South Wales (full time on-site initially) £30k £33k + Bonus + 25 Days Holiday + Training Plan Looking to break into Cloud tech but stuck on the helpdesk? If you already have a keen interest in Azure and/or AWS this could be your way out! Our client is a leading IT provider and is seeking two Service Desk Engineers to support their external clients but you won t stay as 1st / 2nd Line Service Desk Engineers for long. You ll get hands-on with Microsoft 365, Azure, and AWS environments from day one. You ll be mentored, trained, and guided into Cloud roles this is the springboard. What you ll do: Be the first port of call for customer IT issues (hardware, software, Microsoft 365). Help manage user accounts in Microsoft 365 & Azure Entra. Support with basic Azure queries you ll learn the rest on the job. Get involved in daily checks, ticketing, troubleshooting, and more. What we re looking for: 1st Line support experience (or similar IT role). You must already be able to show a genuine interest in Cloud tech you want to learn Azure/AWS and ideally have started your own journey towards this with home learning or study Good communication and problem-solving skills. What you ll get: Fast-track Cloud career progression with a personal training plan. Great culture, South Wales HQ (mainly onsite at this level but this will become a hybrid role as you progress into more senior positions) £28k £31k + 5% bonus, pension, private health, cycle scheme, and 25 days hols. This part is important: You must be UK-based for at least 5 years (Security Clearance eligibility required). If you're currently in a 1st line role and would like to find a role with clear progression please apply now for more details, thanks!
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects. You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders. You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience. If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
10/11/2025
Full time
Keen to work in an autonomous support role and make a real impact on the IT function? You'll join a multi-brand organisation seeking a proactive and solutions-focused IT Support Analyst. This role offers a rare opportunity to combine hands-on support with the chance to contribute to systems analysis, process improvement, and long-term progression into areas like systems administration, implementation or IT projects. You'll be part of a close-knit IT team that delivers exceptional service across a group of brands. With a high-performing helpdesk already in place, your focus will be on owning 1st and 2nd line support tickets, identifying repeat issues, investigating root causes, and driving improvements through collaboration with users, developers, and senior leaders. You'll also contribute to internal training initiatives, help streamline support processes, and take part in project work as the business continues to modernise its IT systems. Key experience: 2+ years experience in a 1st/2nd Line IT Support role Strong troubleshooting skills across hardware, software, printers, ERP, and user account issues Familiarity with Windows OS, Microsoft 365, and Active Directory Confident communicating with users at all levels Location: This role is based in Bradford, 5 days a week to begin with, reducing to hybrid after the first 3 months. Salary: Up to £40k depending on experience. If this sounds like the right opportunity for you, please apply - we have interview slots available! We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.
IT Support Engineer Location: Edinburgh Salary: £28,000 - £33,000 per annum (DOE) We're recruiting a Senior Helpdesk Analyst to provide onsite and remote technical support across multiple office locations across the central belt. This is a fantastic opportunity to join an industry leading Law Firm. This role offers the opportunity to work in a busy, professional services environment where you'll play a key part in keeping systems running smoothly, ensuring excellent customer service, and helping users remain productive. Travel to other sites required: Glasgow, Stirling and Newcastle The Role: Providing in-person and remote technical support, ensuring a positive user experience. Diagnosing and resolving hardware, software, and escalated technical issues. Installing, configuring, and maintaining desktop and networking equipment. Managing Active Directory, user accounts, and permissions. Documenting incidents and resolutions clearly and accurately. Travelling regularly to offices across Newcastle, Glasgow, Edinburgh, and Stirling. Requirement: 3+ years' experience in a relevant IT support role Excellent customer service and communication skills. Strong troubleshooting and root cause analysis abilities. Hands-on experience with Windows environments and end-user support. Qualification in an IT-related discipline (degree level preferred). Full, clean UK driver's licence. Desirable ITIL qualification or familiarity with ITIL practices. Industry certifications in Microsoft or related technologies. Experience working in the professional services industry. If you're a confident, proactive IT professional who thrives on solving problems and delivering excellent service, please APPLY ASAP.
03/10/2025
Full time
IT Support Engineer Location: Edinburgh Salary: £28,000 - £33,000 per annum (DOE) We're recruiting a Senior Helpdesk Analyst to provide onsite and remote technical support across multiple office locations across the central belt. This is a fantastic opportunity to join an industry leading Law Firm. This role offers the opportunity to work in a busy, professional services environment where you'll play a key part in keeping systems running smoothly, ensuring excellent customer service, and helping users remain productive. Travel to other sites required: Glasgow, Stirling and Newcastle The Role: Providing in-person and remote technical support, ensuring a positive user experience. Diagnosing and resolving hardware, software, and escalated technical issues. Installing, configuring, and maintaining desktop and networking equipment. Managing Active Directory, user accounts, and permissions. Documenting incidents and resolutions clearly and accurately. Travelling regularly to offices across Newcastle, Glasgow, Edinburgh, and Stirling. Requirement: 3+ years' experience in a relevant IT support role Excellent customer service and communication skills. Strong troubleshooting and root cause analysis abilities. Hands-on experience with Windows environments and end-user support. Qualification in an IT-related discipline (degree level preferred). Full, clean UK driver's licence. Desirable ITIL qualification or familiarity with ITIL practices. Industry certifications in Microsoft or related technologies. Experience working in the professional services industry. If you're a confident, proactive IT professional who thrives on solving problems and delivering excellent service, please APPLY ASAP.
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.
Application Support Lead We're hiring! Aon are currently recruiting an Application Support Lead to join our team in London. The Application Support Lead will be primarily responsible for building out a new Application Support team within Aon Tyche. The role will involve defining processes and standards, creating a team, and running a best-in-class Application Support function to provide second-line business and technical support for our rapidly growing client base across all Aon Tyche applications (both hosted and installed). About Aon Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance. Aon's software platform, Tyche, is used by some of the largest life, non-life, composite and pension firms worldwide, which benefit from the ground-breaking capabilities that Tyche gives them. Our consulting team provides a full breadth of actuarial services with a focus on Tyche implementations and developing solutions in Tyche. We have a strong team of outstanding developers and our IT team offer fully hosted solutions Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria. About the Role Your impact as an Application Support Lead: Working with key individuals across IT, Product Development and Delivery functions, to define the processes and standards for all support tickets; In conjunction with Infrastructure Support, ensure that the IT applications remain consistently available to all users through the management of tickets, root cause elimination of issues and implementation of appropriate practices and procedures; Building a strong, independent team of Business and Technical Support Analysts to provide global support for our web and desktop products; Spending time working with product teams, learning the applications and their support needs; Building a knowledge base and documentation to allow the team to scale and provide efficient support for clients; Defining and manage a set of metrics vital to supervise the support and application experience for clients. These should include both ticketing and application environment metrics (such as up-time, page load times etc); Working with the wider business to ensure SLAs are being met and are reasonably defined in contracts; Working with Product Leads to define development roadmap items to improve supportability for the product (both from a business and technical perspective) and support the development teams in delivering the right solutions; Effectively manage and prioritise requests or incidents using appropriate tooling and via appropriate communication channels (e.g. phone, email, helpdesk ticket); Being a "Support evangelist" across the organisation, working with product development teams to think about this from product inception; building in the right reporting mechanisms from the start; Managing the scheduling and delivery of plannable support tasks such as client upgrades and service requests. Where necessary work with the wider Development and IT Support teams to ensure all key personnel are available; Ensuring correct tracking of chargeable tasks through appropriate mechanisms such as time reporting; Being the voice of the client for application support, reporting back to management and driving for change and improvement; Building training materials and deliver training for new clients, working with the business to ensure appropriate content and expertise is available; Managing Major Incidents, ensuring that the right people from product, IT, delivery and business functions are involved, and providing clear actions and oversight; Building a training programme for new starters for the support function likely to include focused training and product rotation; Working with the product and business leads to build knowledge transfer into the organisation - particularly to begin with as the support function is built out; Working with management to define growth and resourcing plans for the support function as it grows. This is likely to include roles across multiple locations globally; Where required, provide support services through management of shift rotas of staff; The nature of the role may require out of hours working from time to time to support a global client base; Responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company. About you Your knowledge and expertise: Degree or equivalent qualification in a computer/business related discipline; Working in a software support function to at least a senior level; Building and managing teams; Supporting hosted applications preferably in Azure; Experience providing appropriate support and expertise on on-prem installations to client users and IT teams; Knowledge of IT Service Management tools and processes e.g. ITIL; Strong knowledge of using and configuring issue management and CMS systems; A strong analytical mindset; Proven ability to work successfully with colleagues and clients in a high pressure situation; Clear communicator; Positive attitude and customer focus with excellent time management skills; Willingness to share knowledge and build a supportive culture; Ability and willingness to research best practices, adjust as appropriate and implement within a new environment; Good to have: Insurance or Finance domain experience; Working knowledge of ITIL and Microsoft Operations Framework; Major incident experience; ServiceNow; Delivering training; Azure; Experience using Microsoft SQL Server; Experience of SaaS support. Salary and Benefits This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. Our Colleague Experience Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience. We're happy to talk flexible working. If you need to flex your working pattern, Aon offers flexible and agile working policies and we're happy to discuss options with you upon application.
21/09/2022
Full time
Application Support Lead We're hiring! Aon are currently recruiting an Application Support Lead to join our team in London. The Application Support Lead will be primarily responsible for building out a new Application Support team within Aon Tyche. The role will involve defining processes and standards, creating a team, and running a best-in-class Application Support function to provide second-line business and technical support for our rapidly growing client base across all Aon Tyche applications (both hosted and installed). About Aon Aon Plc is a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance. Aon's software platform, Tyche, is used by some of the largest life, non-life, composite and pension firms worldwide, which benefit from the ground-breaking capabilities that Tyche gives them. Our consulting team provides a full breadth of actuarial services with a focus on Tyche implementations and developing solutions in Tyche. We have a strong team of outstanding developers and our IT team offer fully hosted solutions Aon is an equal opportunities employer. Aon's recruitment and selection policy ensures the best possible skill mix of colleagues and the highest quality candidates are appointed using objective job-related criteria. About the Role Your impact as an Application Support Lead: Working with key individuals across IT, Product Development and Delivery functions, to define the processes and standards for all support tickets; In conjunction with Infrastructure Support, ensure that the IT applications remain consistently available to all users through the management of tickets, root cause elimination of issues and implementation of appropriate practices and procedures; Building a strong, independent team of Business and Technical Support Analysts to provide global support for our web and desktop products; Spending time working with product teams, learning the applications and their support needs; Building a knowledge base and documentation to allow the team to scale and provide efficient support for clients; Defining and manage a set of metrics vital to supervise the support and application experience for clients. These should include both ticketing and application environment metrics (such as up-time, page load times etc); Working with the wider business to ensure SLAs are being met and are reasonably defined in contracts; Working with Product Leads to define development roadmap items to improve supportability for the product (both from a business and technical perspective) and support the development teams in delivering the right solutions; Effectively manage and prioritise requests or incidents using appropriate tooling and via appropriate communication channels (e.g. phone, email, helpdesk ticket); Being a "Support evangelist" across the organisation, working with product development teams to think about this from product inception; building in the right reporting mechanisms from the start; Managing the scheduling and delivery of plannable support tasks such as client upgrades and service requests. Where necessary work with the wider Development and IT Support teams to ensure all key personnel are available; Ensuring correct tracking of chargeable tasks through appropriate mechanisms such as time reporting; Being the voice of the client for application support, reporting back to management and driving for change and improvement; Building training materials and deliver training for new clients, working with the business to ensure appropriate content and expertise is available; Managing Major Incidents, ensuring that the right people from product, IT, delivery and business functions are involved, and providing clear actions and oversight; Building a training programme for new starters for the support function likely to include focused training and product rotation; Working with the product and business leads to build knowledge transfer into the organisation - particularly to begin with as the support function is built out; Working with management to define growth and resourcing plans for the support function as it grows. This is likely to include roles across multiple locations globally; Where required, provide support services through management of shift rotas of staff; The nature of the role may require out of hours working from time to time to support a global client base; Responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests or reputation of any Group Company. About you Your knowledge and expertise: Degree or equivalent qualification in a computer/business related discipline; Working in a software support function to at least a senior level; Building and managing teams; Supporting hosted applications preferably in Azure; Experience providing appropriate support and expertise on on-prem installations to client users and IT teams; Knowledge of IT Service Management tools and processes e.g. ITIL; Strong knowledge of using and configuring issue management and CMS systems; A strong analytical mindset; Proven ability to work successfully with colleagues and clients in a high pressure situation; Clear communicator; Positive attitude and customer focus with excellent time management skills; Willingness to share knowledge and build a supportive culture; Ability and willingness to research best practices, adjust as appropriate and implement within a new environment; Good to have: Insurance or Finance domain experience; Working knowledge of ITIL and Microsoft Operations Framework; Major incident experience; ServiceNow; Delivering training; Azure; Experience using Microsoft SQL Server; Experience of SaaS support. Salary and Benefits This role offers a competitive salary and bonus, plus a comprehensive benefits package and 25 days holiday. Through our flexible benefits, you will also have the opportunity to choose additional benefits, including healthcare and additional holiday. We also offer tremendous potential with a growing worldwide organisation. Our Colleague Experience Every day, our colleagues make a difference, work with the best, own their potential, and value one another. Together, we share this one purpose: to empower economic and human possibility around the world. This unifying goal is at the heart of our identity, and it lives in everything we do. To learn more about our colleague experience, visit Aon Colleague Experience. We're happy to talk flexible working. If you need to flex your working pattern, Aon offers flexible and agile working policies and we're happy to discuss options with you upon application.
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+
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
To see more Mandarin jobs please follow us onWeChat: teamchinapf AND pfteamchina Ref: 21012 Your New Job Title: Mandarin speaking IT Infrastructure Engineer Your New Salary: Highly competitive + good benefits Job status: Permanent Location: West London Reporting to: Senior Infrastructure Engineer & Team Leader Summary: The Infrastructure Engineer will assist the Senior Infrastructure Engineer providing end to end solutions and managing the IT life cycle ensuring operational efficiency and maintenance contracts. The position will mainly focus on BAU Infrastructure project and support work and assisting with support desk duties when required. The Infrastructure Engineer is also responsible for supporting the Windows desktop environment, Market data, company's bespoke trading applications and business requirements. The role also requires supporting both the Senior Infrastructure Engineer and IT Support Analyst and provides cover when necessary. What You'll be Doing Each Day: The Infrastructure Engineer will possess the technical skills required to manage the infrastructure and services. Design and implement short- and long-term strategic plans to ensure IT infrastructure capacity meets existing and future requirements. To provide excellent problem solving, troubleshooting skills, effective communication, inter-personal management abilities. Application monitoring, performance and capacity tuning on a daily basis. Extensive problem solving and debugging skills using SQL. Duty to respond and answer all Jira service desk tickets in a timely & respectable manner. Provide regular updates to all Jira tickets assigned to you. Escalation point for junior member and provides support and cover for senior team members. Responsible to work flexible hours and weekends if and when required and to be on call as a part of the helpdesk on call service roster. Identify any improvements that can be made to service, recommendations for preventative maintenance and needs for user training. Follow change control procedures when implementing core system updates/upgrades. Escalate problems to 3rd party service providers when required and track case until resolution. Responsible for maintaining call logs, user guides, KBs, setup guides, IT records and documentation. Provide BAU Infrastructure, Active Directory & Exchange support and administration. Perform regular software upgrades on existing systems to maintain patch compliance and supported versions with the vendors. Always keep up to date on the latest security vulnerabilities and reacts and responds to new threats and remediates them as a priority. Provide Desktop and telephone support. Maintain systems uptime and availability. Develop, implement, and maintain IT policies and procedures. Ensure that all IT policies are followed and implemented. Take control of and manage system incidents, changes and new requests from start to finish. Maintain and enforce company IT security and compliance. Coordinate and managing all development for main trading application and data integration. Ensure that SLA's are adhered to with suppliers. Other tasks as deemed necessary from time to time. The Skills You'll Need to Succeed: Educated to degree level in an IT related subject or equivalent, with relevant advanced IT qualifications Advanced support experience within VMWare and Windows. Advanced support experience with Active Directory and Exchange DAG Experience in maintaining a Dell VxRail / RecoverP oint hyper converged environment. Managing backup s and recovery tasks. Strong knowledge of enterprise firewall solutions (Cisco ASA and Checkpoint) Strong knowledge of routing and switching. Monitor infrastructure capacity and ensure systems meet business operational requirements Strong project management capability, requiring the ability to work on multiple streams at once. Strong scripting capabilities to automate tasks PowerShell. Jira Service Management Adhering to a strict change control process. Please view all our Chinese jobs at Please follow us on Linkedin: people-first-team-china We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability. People First (Recruitment) Limited acts as an employment agency for permanent and fixed term contract recruitment and as an employment business for the supply of temporary workers. Please note that by applying for this job you accept our Terms of Use and Privacy Policy which can be found on our website.
04/11/2021
Full time
To see more Mandarin jobs please follow us onWeChat: teamchinapf AND pfteamchina Ref: 21012 Your New Job Title: Mandarin speaking IT Infrastructure Engineer Your New Salary: Highly competitive + good benefits Job status: Permanent Location: West London Reporting to: Senior Infrastructure Engineer & Team Leader Summary: The Infrastructure Engineer will assist the Senior Infrastructure Engineer providing end to end solutions and managing the IT life cycle ensuring operational efficiency and maintenance contracts. The position will mainly focus on BAU Infrastructure project and support work and assisting with support desk duties when required. The Infrastructure Engineer is also responsible for supporting the Windows desktop environment, Market data, company's bespoke trading applications and business requirements. The role also requires supporting both the Senior Infrastructure Engineer and IT Support Analyst and provides cover when necessary. What You'll be Doing Each Day: The Infrastructure Engineer will possess the technical skills required to manage the infrastructure and services. Design and implement short- and long-term strategic plans to ensure IT infrastructure capacity meets existing and future requirements. To provide excellent problem solving, troubleshooting skills, effective communication, inter-personal management abilities. Application monitoring, performance and capacity tuning on a daily basis. Extensive problem solving and debugging skills using SQL. Duty to respond and answer all Jira service desk tickets in a timely & respectable manner. Provide regular updates to all Jira tickets assigned to you. Escalation point for junior member and provides support and cover for senior team members. Responsible to work flexible hours and weekends if and when required and to be on call as a part of the helpdesk on call service roster. Identify any improvements that can be made to service, recommendations for preventative maintenance and needs for user training. Follow change control procedures when implementing core system updates/upgrades. Escalate problems to 3rd party service providers when required and track case until resolution. Responsible for maintaining call logs, user guides, KBs, setup guides, IT records and documentation. Provide BAU Infrastructure, Active Directory & Exchange support and administration. Perform regular software upgrades on existing systems to maintain patch compliance and supported versions with the vendors. Always keep up to date on the latest security vulnerabilities and reacts and responds to new threats and remediates them as a priority. Provide Desktop and telephone support. Maintain systems uptime and availability. Develop, implement, and maintain IT policies and procedures. Ensure that all IT policies are followed and implemented. Take control of and manage system incidents, changes and new requests from start to finish. Maintain and enforce company IT security and compliance. Coordinate and managing all development for main trading application and data integration. Ensure that SLA's are adhered to with suppliers. Other tasks as deemed necessary from time to time. The Skills You'll Need to Succeed: Educated to degree level in an IT related subject or equivalent, with relevant advanced IT qualifications Advanced support experience within VMWare and Windows. Advanced support experience with Active Directory and Exchange DAG Experience in maintaining a Dell VxRail / RecoverP oint hyper converged environment. Managing backup s and recovery tasks. Strong knowledge of enterprise firewall solutions (Cisco ASA and Checkpoint) Strong knowledge of routing and switching. Monitor infrastructure capacity and ensure systems meet business operational requirements Strong project management capability, requiring the ability to work on multiple streams at once. Strong scripting capabilities to automate tasks PowerShell. Jira Service Management Adhering to a strict change control process. Please view all our Chinese jobs at Please follow us on Linkedin: people-first-team-china We would be grateful if you could send your CV as a Word document. If your application is successful, you will be contacted within 7 days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs. Please note that we can only consider candidates who are eligible to work in the UK and are able to provide relevant supporting documentation. People First is committed to increasing diversity, and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status or whether or not they have a disability. People First (Recruitment) Limited acts as an employment agency for permanent and fixed term contract recruitment and as an employment business for the supply of temporary workers. Please note that by applying for this job you accept our Terms of Use and Privacy Policy which can be found on our website.
Are you a customer focussed IT Support individual looking to continue providing first class client support to some high-profile clients across the UK? You will be joining a growing MSP and will be part of a busy and constantly growing Support team. We are looking for IT professionals who are keen to continue developing their skills set, allowing them to progress within the organisation. This company pride themselves on developing their staff and promoting from within. We are looking for individuals at all levels from Junior-Senior. Location: Cambridge Salary: to £30k base, plus profit share bonus, 5% Pension, BUPA Healthcare, 25 days holiday etc Hours: between 8am - 6:30pm mon-fri What you will bring to the team: Previous experience in an IT Support environment, proving support via phone, email etc. Experience of remote service management Experience of any of the following Microsoft tech would be beneficial: Azure AD, Office 365, SharePoint and virtualization with VMware vsphere. Experience monitoring and troubleshooting performance issues. Strong communication skills with the will to consistently provide a first-class service to clients. A keen problem solver. Keywords: It Service Desk Engineer, VMware, Azure Active Directory, IT Support Analyst, 1st Line Support, 2nd Line Support, Service Desk Engineer, IT Support Engineer, Desktop Support, IT Helpdesk Engineer, Office 365, Application Support, IT Support
04/11/2021
Full time
Are you a customer focussed IT Support individual looking to continue providing first class client support to some high-profile clients across the UK? You will be joining a growing MSP and will be part of a busy and constantly growing Support team. We are looking for IT professionals who are keen to continue developing their skills set, allowing them to progress within the organisation. This company pride themselves on developing their staff and promoting from within. We are looking for individuals at all levels from Junior-Senior. Location: Cambridge Salary: to £30k base, plus profit share bonus, 5% Pension, BUPA Healthcare, 25 days holiday etc Hours: between 8am - 6:30pm mon-fri What you will bring to the team: Previous experience in an IT Support environment, proving support via phone, email etc. Experience of remote service management Experience of any of the following Microsoft tech would be beneficial: Azure AD, Office 365, SharePoint and virtualization with VMware vsphere. Experience monitoring and troubleshooting performance issues. Strong communication skills with the will to consistently provide a first-class service to clients. A keen problem solver. Keywords: It Service Desk Engineer, VMware, Azure Active Directory, IT Support Analyst, 1st Line Support, 2nd Line Support, Service Desk Engineer, IT Support Engineer, Desktop Support, IT Helpdesk Engineer, Office 365, Application Support, IT Support
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
11/09/2021
Full time
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
Senior Service Desk Analyst
Reference: AUG20210296 Closing date: 23:59, 19 September 2021 Location: RSPB UKHQ - The Lodge Salary: £27,574.00 - £33,606.00 Per Annum Benefits: Pension, Life Assurance, 26 days Annual Leave
As part of the dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can-do attitude, as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.
As a Senior Service Desk Analyst within the Technology Customer Services team, you will lead the day to day work activities of the Service desk who are responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications.
You will work both individually and collectively to support users by phone, face to face and through the call-logging system, and be the first point of contact for escalations where business activities are impacted. As part of your role you will carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking.
You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.
You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction and occasionally represent the team within the Technology Portfolio’s business planning periods.
This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.
Essential skills, knowledge and experience:
Ability to line manage individuals on the Service Desk and to deputise for the Technology Customer Service Manager in their absence.
Ability to troubleshoot issues and decide where to pass calls to that the Service desk cannot fix and when to escalate both internally and to suppliers, and to flag any gaps in service desk knowledge or documentation to 2nd line teams.
Ability to use tools that Service Desk Analysts use for both management of Customers accounts and levels of access as well as software deployment.
Proven Customer relationship skills/Communication skills: Via phone, E mail and in person including the ability to deal with escalations.
Ability to input into the asset and license management process to ensure records are up to date and to be responsible for flagging up any gaps to the Technology Customer Service Manager and Supplier Manager.
Able to represent Customers feedback and their day to day challenges in the use of technology and services and feed into the prioritisation of workforce experience projects and programmes of work
An awareness of accessibility and the role this plays in a user’s ability to use our platforms, applications and hardware.
Able to demonstrate basic analytical skills.
An awareness of ITIL and an understanding of how the Service Desk function fits within the ITIL framework.
We envisage that the successful candidate's time will be split between home-working and our UK Headquarters - the Lodge in Sandy, Bedfordshire. Should you have any queries about this vacancy, please contact Noreen.Mcloone@rspb.org.uk
Closing date: 23:59, 19 September 2021
As part of this application you will be asked to provide a copy of your CV and complete a short form. If you wish to provide a cover letter with your application, please include this at the end of your CV document upload.
Please note that we are actively recruiting for this position and reserve the right to close this vacancy once sufficient applications have been received. Previous applicants need not apply.
01/09/2021
Full time
Senior Service Desk Analyst
Reference: AUG20210296 Closing date: 23:59, 19 September 2021 Location: RSPB UKHQ - The Lodge Salary: £27,574.00 - £33,606.00 Per Annum Benefits: Pension, Life Assurance, 26 days Annual Leave
As part of the dedicated Technology Services function within the Digital Technology team this role is a vital finger on the pulse of how our technology is being used and where we have need for improvement; so the role holder must be able to demonstrate a positive can-do attitude, as this is often the first experience a user has of the department and your insight and experience will play a big part in our ability to improve our technology maturity and skill levels across the organisation.
As a Senior Service Desk Analyst within the Technology Customer Services team, you will lead the day to day work activities of the Service desk who are responsible for providing first line support for all RSPB staff and volunteers in the day to day use of their IT equipment and business applications.
You will work both individually and collectively to support users by phone, face to face and through the call-logging system, and be the first point of contact for escalations where business activities are impacted. As part of your role you will carry out basic research and analysis of call trends identifying areas where service improvement or change is required and work with the Technology Customer Services manager to ensure that the user and their needs are represented in workforce experience strategic thinking.
You will be able to communicate with users of all abilities and technological proficiency to understand and advise how best to resolve their issues, while having the support of the Run team’s Senior and Systems Engineers to help overcome technical challenges and provide guidance and experience where needed.
You will be able to work under your own initiative, setting team rotas and reporting on service levels and user satisfaction and occasionally represent the team within the Technology Portfolio’s business planning periods.
This is an exciting opportunity to shape and demonstrate how investment in this area can provide a step change in the use of business hardware and systems to help save nature and deliver a more technologically aware workforce.
Essential skills, knowledge and experience:
Ability to line manage individuals on the Service Desk and to deputise for the Technology Customer Service Manager in their absence.
Ability to troubleshoot issues and decide where to pass calls to that the Service desk cannot fix and when to escalate both internally and to suppliers, and to flag any gaps in service desk knowledge or documentation to 2nd line teams.
Ability to use tools that Service Desk Analysts use for both management of Customers accounts and levels of access as well as software deployment.
Proven Customer relationship skills/Communication skills: Via phone, E mail and in person including the ability to deal with escalations.
Ability to input into the asset and license management process to ensure records are up to date and to be responsible for flagging up any gaps to the Technology Customer Service Manager and Supplier Manager.
Able to represent Customers feedback and their day to day challenges in the use of technology and services and feed into the prioritisation of workforce experience projects and programmes of work
An awareness of accessibility and the role this plays in a user’s ability to use our platforms, applications and hardware.
Able to demonstrate basic analytical skills.
An awareness of ITIL and an understanding of how the Service Desk function fits within the ITIL framework.
We envisage that the successful candidate's time will be split between home-working and our UK Headquarters - the Lodge in Sandy, Bedfordshire. Should you have any queries about this vacancy, please contact Noreen.Mcloone@rspb.org.uk
Closing date: 23:59, 19 September 2021
As part of this application you will be asked to provide a copy of your CV and complete a short form. If you wish to provide a cover letter with your application, please include this at the end of your CV document upload.
Please note that we are actively recruiting for this position and reserve the right to close this vacancy once sufficient applications have been received. Previous applicants need not apply.
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
29/10/2018
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
