Total 8 information technology job vacancies in Customer Service category in London, UK

The Role

We’re recruiting for a Service Information Manager here at Justice Digital, to be part of our warm and collaborative Service Operations team.

This role aligns against IT Service Manager from the Government Digital and Data Framework.

The Service Information Manager is a key member of our Problem, Incident, Complaints & Escalation, Knowledge, Event management and Service Desk (PICKES) Team. Key responsibilities are to ensure that there is an open two-way communication path for MOJ Users, Stakeholders, Suppliers and Senior management to understand the status of MoJ IT Services.

This role demands a vigilant and initiative-taking individual who can provide proficient verbal and written communications at pace. Understand and listen to requirements of engagement and information sharing of others. Learning and improving their perspective of MoJ IT Services and Service Operations.

The successful candidate will have the ability to develop verbal and written comms by collaborating and building relationships with Product Owners, Business Relationship Managers, stakeholders, SME’s and so on.

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities:

• Responsible for ensuring that comprehensive Incident communications are sent in a timely fashion, with key information as per the process to all relevant parties without delay.
• Responsible for developing the process and style of sending Incident communications, listening to other perspectives to make sure all parties requirements are met.
• Attend Incident or Problem bridge calls to obtain the latest information and status. With the ability to interpret the updates into meaningful communications.
• Support Incident and Problem managers update ITSM tool tickets and comms plans. Obtain additional information for them if required during an investigation.
• Work closely with the Product or Service Owners, Major Incident Management, Problem Management, Service Desk, and other relevant teams to understand requirements for information sharing and engagement for all comms
• Manage Distribution lists for comms channels, with regular quality and data checks.
• Manage Incident Broadcast channel (email and MS Teams), liaising with the relevant team members to obtain and provide support or answers to queries.
• Work with Head of PICKES to research new industry approaches to broadcasts and comms, Engage and learn from across other Gov departments and consider improvements to how MoJ Users at all levels are kept informed with timely and informative information regarding MoJ IT Services.
• Responsible for reporting and assessing volumes of comms sent, per channel and cost. Obtain temperature check on comms approach. Identifying any gaps or improvements.
• Develop KRA’s/ XLAs to measure success of responsibilities.
• Build relationships with other communication teams to learn from and understand their processes.
• Support the Tactical Incident team in the rare event of Critical Incident. This may require working outside normal hours but will be compensated with overtime.

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Person Specification

Essential

• Proven Communications or Service Information experience in an IT Service Desk environment.
• Excellent and extensive multiple style and channel communication skills.
• Extensive experience in writing and implementing communication plans.
• Experience in managing relationships with internal and external stakeholders, particularly in high-pressure situations.
• Evidence of active listening, being able to identify key points and actions in a conversation and being able to articulate them to others in a fashion all can understand.
• Awareness of ITIL frameworks and best practices within Incident and Problem Management.
• Able to work at pace with multiple priorities.
• Experience in identifying improvements to process and procedures.

Willingness to be assessed against the requirements for SC clearance

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.

West Thames College is one of the most exciting and successful colleges of further and higher education in London and our vibrant campuses in Isleworth and Feltham have some of the best facilities in the country. We have a reputation for giving excellent support to our diverse student population. Staff are well supported within a culture of continuous professional development and are encouraged to take on new and more senior roles within the college. Facilities across our campuses in Isleworth and Feltham are state-of-the art with good public transport links and free staff parking. We are a values-based and highly inclusive college, serving a vibrant and diverse area, and making a positive contribution to wider social and economic agendas. We offer courses from pre-entry through to Higher Education, Apprenticeship and Traineeship programmes to meet the skills needs of our students aged 14 upwards. At West Thames College we are committed to safeguarding our students. The safety of students continues to be a primary focus. We practice safe staff recruitment and check the suitability of staff and volunteers that work with young students or vulnerable adults. Please note that it is an offence to apply for a role if you are barred from engaging in regulated activity relevant to children. The purpose of the post is: to work as part of a team, providing a first class information service to staff, students and visitors, and to assist with the day to day running of the admissions and enrolment functions. This post requires you to work closely with College Staff including teaching and support staff, prospective, current and past students.

HMPPS in Wales:

Preventing victims by changing lives
HMPPS in Wales works in an integrated way to keep communities in Wales safer and to give the people we work with the opportunity to change their lives. We commission and provide offender management services in the community and in custody to deliver the orders of the courts and support rehabilitation. Our aim is to deliver outstanding, seamless offender management services in Wales that protect the public, reduce reoffending, deliver value for money and support our partners.

The Welsh Language Scheme
Welsh Language skills for this post are desirable.

HMPPS yng Nghymru:

Atal pobl rhag dod yn ddioddefwyr trwy newid bywydau
Mae HMPPS yng Nghymru yn gweithio mewn ffordd integredig i gadw cymunedau yng Nghymru yn fwy diogel, a rhoi cyfle i’r pobol rydym yn gweithio â hwy i newid eu bywydau. Rydym yn comisiynu a darparu gwasanaethau rheoli troseddwyr yn y gymuned a’r carchar i weithredu gorchmynion y llysoedd a chefnogi adsefydlu. Ein nod yw darparu gwasanaethau rheoli troseddwyr ardderchog ac esmwyth yng Nghymru sy’n gwarchod y cyhoedd, lleihau aildroseddu, cynnig gwerth am arian a chefnogi ein partneriaid.

Y Cynllun Iaith Gymraeg
Mae sgiliau iaith Gymraeg yn ddymunol ar gyfer y swydd hon.

Overview of the job

The job holder will undertake the full range of work with offenders before and after sentence. This will include assessment, sentence implementation, offender management and producing reports. The job holder will provide case management support to a full range of offenders utilising service procedures and practice directions that underpin professional judgement.

Summary

To assess and manage the risk (including risk management plans and escalation) posed by offenders to protect victims of crime and the general public by:

• Liaising, providing information and advice to criminal courts, criminal justice agencies and other partner agencies

• Supervise and manage risk of those offenders subject to community sentences, during and after custodial sentences.

• Work with other agencies and groups to prevent crime and meet the needs of victims and offenders.

In line with NPS policies and procedures, the job holder must at all times demonstrate a commitment to equality and inclusion and an understanding of their relevance to the work they do.

The post holder must adhere to all policies in respect of the sensitive/confidential nature of the information handled whilst working in this position.
If relevant to the role, some out of hours working may be required (i.e. Courts, Approved Premises, programmes, evening reporting etc)

Proud member of the Disability Confident employer scheme

HMPPS in Wales:

Preventing victims by changing lives
HMPPS in Wales works in an integrated way to keep communities in Wales safer and to give the people we work with the opportunity to change their lives. We commission and provide offender management services in the community and in custody to deliver the orders of the courts and support rehabilitation. Our aim is to deliver outstanding, seamless offender management services in Wales that protect the public, reduce reoffending, deliver value for money and support our partners.

The Welsh Language Scheme
Welsh Language skills for this post are desirable.

HMPPS yng Nghymru:

Atal pobl rhag dod yn ddioddefwyr trwy newid bywydau
Mae HMPPS yng Nghymru yn gweithio mewn ffordd integredig i gadw cymunedau yng Nghymru yn fwy diogel, a rhoi cyfle i’r pobol rydym yn gweithio â hwy i newid eu bywydau. Rydym yn comisiynu a darparu gwasanaethau rheoli troseddwyr yn y gymuned a’r carchar i weithredu gorchmynion y llysoedd a chefnogi adsefydlu. Ein nod yw darparu gwasanaethau rheoli troseddwyr ardderchog ac esmwyth yng Nghymru sy’n gwarchod y cyhoedd, lleihau aildroseddu, cynnig gwerth am arian a chefnogi ein partneriaid.

Y Cynllun Iaith Gymraeg
Mae sgiliau iaith Gymraeg yn ddymunol ar gyfer y swydd hon.

Overview of the job

The job holder will undertake the full range of work with offenders before and after sentence. This will include assessment, sentence implementation, offender management and producing reports. The job holder will provide case management support to a full range of offenders utilising service procedures and practice directions that underpin professional judgement.

Summary

To assess and manage the risk (including risk management plans and escalation) posed by offenders to protect victims of crime and the general public by:

• Liaising, providing information and advice to criminal courts, criminal justice agencies and other partner agencies

• Supervise and manage risk of those offenders subject to community sentences, during and after custodial sentences.

• Work with other agencies and groups to prevent crime and meet the needs of victims and offenders.

In line with NPS policies and procedures, the job holder must at all times demonstrate a commitment to equality and inclusion and an understanding of their relevance to the work they do.

The post holder must adhere to all policies in respect of the sensitive/confidential nature of the information handled whilst working in this position.
If relevant to the role, some out of hours working may be required (i.e. Courts, Approved Premises, programmes, evening reporting etc)

Proud member of the Disability Confident employer scheme

Please see the attached job description and person specification for full details of the duties and responsibilities of the role.

Would you like to work for Opus, one of the UK’s largest independent Managed Service Providers who have recently been recognised as “Very Good” in the Best Companies to work for Awards?

We are seeking a highly motivated and customer-focused 1st/2nd Line Support Engineer to join our team. You will play a crucial role in delivering exceptional first and second line IT support services to our leading legal sector client on their site in London. Your primary responsibility will be to ensure that our client receives best in class service, with minimal disruption to their business operations.

Where? Join our IT Support Team

You will be responsible for:
 Maintaining a courteous, friendly, and professional service always ensuring the highest levels of customer service
 Walking the floor daily to ensure users have an approachable and accessible IT Support presence.
 Running regular drop-in sessions where users can come to request assistance or training.
 Efficiently handling assigned technical support incidents, requests, and changes
 Logging detailed and accurate information into the Case Management system
 Taking responsibility for your personal call queue, ensuring that all tickets are kept up to date and closed in a timely fashion.
 Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high.
 Building and configuring desktop systems and mobile devices
 Fixing hardware faults and installing upgrades to hardware

Salary £35-£42K DOE
25 Days Holiday + 8 Bank Holidays
Chambers Onsite London based.

At times, you may be required to provide support at other sites for this client. If this is the case, all travel and subsistence costs will be covered.

Other organisations may call this role Support Analyst, Helpdesk Analyst, 2nd Line Engineer, Technical Engineer, IT Support Engineer or Helpdesk Engineer.

Who? are we looking for?

We are seeking a Second Line IT Support Engineer with:
 Previous experience working in a site-based IT support role with a minimum of three years in IT technical support.
 Experience of logging and dealing with support tickets and managing a ticket queue
 Strong knowledge and experience of Windows Desktop OS, (7/8/10/11)
 Strong knowledge working with Mac hardware and MacOS.
 Proven ability to provide outstanding customer service.
 Excellent interpersonal skills and communication skills, both written and verbal
 A friendly, confident, and professional manner both face to face and over the phone
 An enthusiastic, reliable, and proactive approach with a ‘do it right first time’ attitude to support
 A keen desire to learn new skills and invest in personal development.
 Strong attention to detail with well-developed problem-solving skills
 Time management skills with the ability to prioritise effectively.
 Self-motivation with the ability to work alone and as part of a team.
 Strong knowledge and experience of Microsoft Office software and Office 365
 Experience with the build/configuration process for desktop devices and mobile devices.
 Experience supporting users of VoIP phones.
 A basic understanding of networking

Desirable skills include:
 Experience working with servers (Server 2016, 2019, 2022)
 Experience with Microsoft Exchange
 Awareness of SAP

What? can Opus offer you?
• Free daily breakfasts in the office
• Regular companywide events
• Monthly 'shining star' employee recognition awards
• Pension and life insurance
• Refer a friend scheme (£1,000)
• Mental health, financial and legal support
• Training and development plans
• Various annual volunteering opportunities
• Option to buy and sell holiday.
• Employee Dream Ball - Quarterly chance to win £2.5k towards a dream.

Culture is important to us as are our values.
• Work together to win together.
• Be brave and think differently.
• Own it and never give up.
• Strive to be the best.
• Stay curious and keep learning.

Meet Opus
Established in 1992, Opus integrates best of breed solutions, to deliver tailored, managed services to medium and large enterprises from both the private and public sector nationwide. Our world-class expertise is delivered by our internal teams, while leveraging best of breed technology partners such as Microsoft, Mitel, 8x8, Cirrus, Five9, Gamma where we have achieved platinum partner status.

We deliver outstanding customer experience and are the only MSP to be awarded the Service Mark accreditation from the Institute of Customer Service.

We are a Disability Confident employer and Living Wage accredited.
https://www.opustech.co.uk/blog/best-companies-award/
Become part of our exciting success story

West Thames College is one of the most exciting and successful colleges of further and higher education in London and our vibrant campuses in Isleworth and Feltham have some of the best facilities in the country. We have a reputation for giving excellent support to our diverse student population. Staff are well supported within a culture of continuous professional development and are encouraged to take on new and more senior roles within the college. Facilities across our campuses in Isleworth and Feltham are state-of-the art with good public transport links and free staff parking. We are a values-based and highly inclusive college, serving a vibrant and diverse area, and making a positive contribution to wider social and economic agendas. We offer courses from pre-entry through to Higher Education, Apprenticeship and Traineeship programmes to meet the skills needs of our students aged 14 upwards. At West Thames College we are committed to safeguarding our students. The safety of students continues to be a primary focus. We practice safe staff recruitment and check the suitability of staff and volunteers that work with young students or vulnerable adults. Please note that it is an offence to apply for a role if you are barred from engaging in regulated activity relevant to children. The purpose of the post is: to work as part of a team, providing a first class information service to staff, students and visitors, and to assist with the day to day running of the admissions and enrolment functions. This post requires you to work closely with College Staff including teaching and support staff, prospective, current and past students.

Capital City College Group is seeking a talented and proactive individual to join our team as a Helpdesk and MI Reporting Manager. Reporting directly to the Assistant Director of Building Operations, this role is crucial in re-implementing, re-mobilizing, and managing our Computer-Aided Facilities Management (CAFM) system.

Responsibilities:
Lead the re-implementation and continuous development of the CAFM system.
Establish a monthly steering group for ongoing user engagement.
Develop and provide comprehensive CAFM user training and support.
Manage the Helpdesk, ensuring efficient resolution of planned and reactive work orders.
Coordinate activities of in-house teams, suppliers, and contractors.
Develop and manage SLAs and KPIs for contractors, monitoring performance.
Collaborate with finance and procurement for effective financial management.
Ensure accuracy of data within the CAFM system and generate reports.
Conduct weekly audits to identify areas for improvement and enhance quality.Qualifications:
Proven experience in CAFM system management.
Strong leadership and communication skills.
Familiarity with financial management and procurement.
Knowledge of health and safety regulations.
Proficiency in AutoCAD is desirable.
This is an exciting opportunity to join the CCCE team who are passionate and dedicated to providing CCCG with the best possible service as they endeavour to provide their students with the best possible teaching and training to fulfil the futures best suited to them. We recognise how hard our people work towards ensuring our students are supported throughout all areas of their college experience, and thus we provide an excellent set of employee benefits.

We are committed to safeguarding and protection of young people and adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check.

Closing date: Sunday 7th January 2024

Interview date: TBC