Total 31 it auditor job vacancies in Customer Service category in Surbiton, London, KT6 4BN

IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT support tickets is required for a multi-award winning Managed Service Provider based in the City of London.

ALL LEVELS OF IT EXPERIENCE CONSIDERED

As a successful candidate you will need a solid foundation in IT, preferably covering Microsoft technologies.


SALARY: up to £32,000 per annum (depending on experience) + Benefits (see below)

LOCATION: Hybrid working / 3 Days per Week working from the office in the City of London (Near Liverpool Street and Fenchurch Street Stations) and 2 Days per Week from Home

JOB TYPE: Full-Time, Permanent


ONLINE TEST: To demonstrate your IT acumen and how you compare to hundreds of worthy candidates you’ll need to complete the company’s popular online IT test, which you will be taken to when you apply for this role. Please ensure you leave yourself enough time to complete the test. Your score will also be shown at the end of the test, so you can see how well you did.

Get more than 20 correct is considered good, more the 25 is the pass-mark, and only a select few have scored 30! Wishing you the best of luck with it.


JOB OVERVIEW

We have a fantastic new job opportunity for an IT Support Engineer / Service Desk Analyst / IT Technician who has previous experience working on a busy helpdesk resolving first line and / or second line IT support tickets.

Working as IT Support Engineer / Service Desk Analyst / IT Technician you will support prestigious businesses around Microsoft Cloud / Azure, Support Microsoft Environments, IT Security and IT Transformation. The company will provide additional training, but you will need a solid foundation in IT to start with.

As an IT Support Engineer / Service Desk Analyst / IT Technician you will be positive and motivated and thrive on learning and pushing the boundaries of your knowledge while delivering exceptional support to staff of prestigious clients (and “going the extra mile”). You should also be a confident and capable communicator and able to provide comprehensive support onsite for desktop and EUC issues.


DUTIES

Depending on your level of experience your duties as an IT Support Engineer / Service Desk Analyst / IT Technician will include:

• Provide 1st line technical support to end users. Log and classify incidents and requests raised by the customer by telephone, email and via the Service Now chat function

• Record calls from customers. Deal directly with requests and complaints and escalate problems in accordance with established procedures

• Troubleshoot and resolve issues with Microsoft desktop operating systems

• Support new starter process (i.e. create new users configure mailboxes, distribution groups and calendar permissions) and leaver processes

• Troubleshoot (and resolve) and/or escalate issues reported in relation to customer-specific business applications. Escalate to software vendors and liaise with them as and when required

• Demonstrate you can switch focus between activities to deal with competing demands/call volume

• Manage your time effectively to achieve the best productivity during your working time

• Manage your call queue to the highest standard – prioritise and review regularly to ensure you are on top of the priority tickets, escalating, if needed

• Provide users with regular updates via telephone and the service management platform (ServiceNow)

• Ensure the tickets information are always of the highest standard (both, detail and quality of the written information)

• Proactively follow up with users as you resolve these to confirm the work is completed to their satisfaction


CANDIDATE REQUIREMENTS

• Previous experience working on an IT Help Desk supporting users

• Microsoft Terminal services/RDS

• Microsoft Windows 10/11

• Microsoft 365 including Intune and Autopilot

• Active Directory

• Azure Active Directory

• DNS and DHCP

• Excellent customer service, communication and interpersonal skills

• Excellent English written and oral communication skills


DESIRABLE (Nice to Have)

• ITIL v3/v4 Foundation Certification

• Experience of working in a structured, ITIL environment

• Experience of working towards specific SLAs

• Experience of working with high volume calls, to specific SLAs

• Experience of working in a structured ISO27001 environment with specific awareness of Security Incident processes

• Experience working within a Managed Service Provider (MSP)

• PTRG monitoring or infrastructure monitoring toolsets

• Windows Server Administration


BENEFITS

• Annual Salary up to £32,000 per annum

• Working in an inclusive environment

• Industry renowned training / certifications (sponsored by the company)

• Wide range of company benefits

• Based in Central London

• 23 days holiday when you start, plus bank holidays, then earn additional days with years of service plus day off on your birthday

And more!


APPLY TODAY…

Once you apply you will be taken to complete an Online Technical Test please give yourself time to complete this. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose.

JOB REF: AWDO-P12836

Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in City of London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

First Line | 1st Line | Second Line | 2nd Line | Help Desk | Helpdesk | IT Technical Support

AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.

awd online | http://www.awdo.co.uk

AWD-IN-SPJ

We are a leading firm in risk, compliance, investigations, and monitoring, driven by industry leaders and interdisciplinary teams. Our mission is to safeguard our clients' operations, reputations, and economic security through cutting-edge technology and unmatched multidisciplinary experience. We help clients navigate complex financial regulatory landscapes and manage risks effectively.

Role Overview:
We are looking for a dynamic and motivated Helpdesk Engineer to join our IT team in London. This role is perfect for someone who is team-oriented and thrives in a fast-paced setting.

Responsibilities:

• Onboard and off-board employees and contractors according to specific procedures.
• Set up computers, monitors, and thin terminals.
• Provide desk-side support to resolve user issues and requests.
• Support workstations, laptops, and mobile devices.
• Assist with commonly used applications such as Microsoft Office, Remote Desktop, and VPN.
• Manage users, security groups, and computers through Active Directory.
• Prepare, maintain, and update procedures for logging, reporting, and monitoring desktop operations.
• Maintain inventory of IT-related equipment.
• Participate in ad-hoc projects.

Requirements:

• Bachelor's degree in Information Technology or Computer Science (or an additional year of relevant experience).
• At least one year of IT and desktop support experience.
• Proficiency with Office 365.
• Experience supporting Windows, iOS, and Android devices.
• Strong customer service skills, preferably in a high-volume support environment.
• Solid understanding of Help Desk operations and processes.
• Preferred certifications: A+, Network+, MCP, MCSA, CCNA.
• Knowledge of DHCP, TCP/IP, and DNS.
• Experience with Active Directory management.

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 about 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

Join our Service Delivery Support Team!

Pay - £11.44 Per Hour

• The role is full-time (37 hour per week) You must be flexible Mon-Fri between 7 am- 7 pm.
• This role is fully remote, and all equipment will be provided by our client.

We are looking for a positive, flexible, and customer-focused individual to join our team as a 1st Line Service Desk Agent.

This is an opportunity is to support a wider IT operation and this is an interim mode of operation where we manually transcribe ticket details and update from one ticketing system to another. This role will require a solid attention to detail and to ensure the tickets comply with standard processes for progression. Full training and support will be given on the job.

Main responsibilities of the role:

• Manually transcribe ticket details and update from one ticketing system to another.
• Queue Management: Manage individual queues to given targets with zero intervention from Team Leader such as: - Ticket logs are maintained in a timely and efficient manner (in line with SLA's) - Constantly review all tickets in 1LS queues (supporting set KPI's) - Working to aid avoidance of SLA breach on tickets - Manage aged tickets to closure.
• Team Working: Makes solid efforts to integrate into the team and positively contributes to Team objectives and morale. Demonstrates willingness to work across teams.
• Communication: Demonstrates clear and concise written, oral and listening skills, extending to communicating technical jargon in simple terms to customers and in an appropriate manner.
• Problem Solving and Decision Making: Shows evidence of handling majority of issues/problem escalations and suggest resolutions with minimum prompting from 2LS / Team Leader.
• Customer Service: Demonstrates awareness of customer and business needs.
• Call/contact and Ticket Quality: Demonstrates expected Quality requirements consistently.
• Tools: Can quickly pick up the ticket logging tool and other systems consistently used by the Service Desk.
• Supporting on the DWP ASIS Resource Requests.

Requirements:

• Customer service skills.
• IT Skills
• Clearance application required for this role - minimum 5-year UK address history.
  Client BPSS, and SC (security clearance) required.

What we offer:

As a valued employee of the Manpower, you'll have access to a range of amazing benefits;

• We offer a pre-12-week arrangement of 25 days annual leave per annum, which will increase to 33 days post 12-week arrangement.
• Staff discounts (range of lifestyle goods and services)
• Pension contribution
• Personal Accident Insurance
• Eye care vouchers
• Referral Schemes
• MyPath Development programme (our Global Programme through dedicated Talent coaches that have been accredited to guide employees through a portal of specifically identified online courses through PowerYou training portal)

Please note that this is a Temporary ongoing contract.

Manpower UK is acting as an Employment Business in relation to this vacancy.

What skills and experience we're looking for

What We’re Looking For:

 A proactive, enthusiastic approach to problem-solving

 Strong IT skills and the ability to troubleshoot a variety of hardware and software issues

 A passion for working in an educational environment

 Excellent communication skills to assist staff and students

 A commitment to our ethos of equal access to quality education for all

The position would also suit:

 Aspiring IT professionals looking to gain hands-on experience in a vibrant educational setting

 Those with a technical background eager to contribute to a diverse and inclusive school community

As a Junior IT Support Technician, you'll be part of a collaborative IT team that supports our Fox Federations schools and nursery. You'll provide first-line technical support, maintaining IT hardware and software systems; and supporting various administrative and operational tasks related to the schools' IT needs. This role will involve hands-on technical work, troubleshooting, and offering support across multiple locations with support from the Federation IT Network Team. The candidate will be expected to ensure the smooth operation of IT services, support assemblies, and manage basic procurement and IT training for staff.

What the school offers its staff

Fox School is part of the Fox Federation which is a passionate community of four schools and a Nursery working collaboratively with other local community schools. All schools ensure equal access to consistent, excellent education for all pupils.

Our schools are nurturing places to work, committed to innovation and have high academic standards. Staff who join our team are supported to grow and develop outstanding practice through exceptional CPD and support from a warm, passionate team of dedicated professionals

Commitment to safeguarding

Our organisation is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. We expect all staff, volunteers and trustees to share this commitment. Our recruitment process follows the keeping children safe in education guidance. Offers of employment may be subject to the following checks (where relevant): childcare disqualification Disclosure and Barring Service (DBS) medical online and social media prohibition from teaching right to work satisfactory references suitability to work with children You must tell us about any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975.

Please note, this role is working on site at Venus Wine and Spirits Merchants PLC, as part of the Booker Group.

Venus Wine and Spirit Merchants are looking for a talented and motivated IT Support Analyst to provide desktop support to their Support Centre and depot operations. The applicant should have a real aptitude for technology and thrive on providing an exemplary customer service to help improve customer satisfaction and cash profit.

This role is based in Tottenham with occasional travel required to remote depots.

• Keep systems running smoothly and ensure users get the maximum benefit from them
• Install and configure hardware, operating systems and applications
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults
• Replace hardware parts as required
• Provide support, including procedural documentation and relevant reports
• Talk end users through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.
• Follow diagrams and written instructions to repair a fault or set up a system
• Support the roll-out of new hardware & applications

• Good understanding of working with Technology such as; Laptops, EPOS Systems, RF Devices, printers, desktop and server hardware, antivirus and remote support products.
• Knowledge of networking connectivity
• Service management skills.
• Consistent delivery of results.
• Ability to troubleshoot, test, repair and service technical equipment
• Experience in an IT Support role or similar
• A strong understanding of Microsoft Windows and Office applications
• Knowledge of Office 365, Active Directory & Exchange administration.

System Implementation Specialist Ideal Profile

Candidates will be the first line of IT support contact, which means they will provide technical support by troubleshooting all IT systems for the clients - on board and office employees.

System Implementation Specialist Key Responsibilities

• Administration and set fundamental settings on Office 365 (Exchange, Azure, Sharepoint)
• Password resets (which include walking users through changing their passwords if needed)
• Installing and setting up different software. (Kernel, and other apps on IPad's)
• Documentation is important, so one important task is maintaining documentation, not only for support purposes, but for learning purposes.
• Following the joiner / leaver process of employees in conjunction with other departments such as HR.
• Support IT backup and investigation procedures including recovery and event logs.
• Configuring IT assets such as laptops and tablets
• Candidate may be involved in adapting or creating procedures bases on his or her experience with users.
• Escalation of issues to the manager
• Troubleshoot TPEs payment devices used at the bars
• Our knowledge grows only by sharing, so you will learn a lot.
• Maintain inventory and tools used for this purpose

Other Preferable Skills:Back or front-end use / knowledge of the tools below will be considered of added value:

• Monitoring tools such as Zabbix or GLPI
• DMS tools such as Box and Sharepoint
• MDM tools such as Airwatch / Intune
• Remote desktop tools such as Teamviewer / Ninja
• ITSM tools such as Jira, Servicenow
• Airwatch / WorkspaceOne Console - iPad Fleet Management
• Trello - Project Management
• AD tools - Azure, Microsoft Office 365 Admin portal

In addition, we will consider the below as a bonus:

• Some business and operational foundation / experience
• Able to travel freely across the EU

Personal Qualities:

• Great interpersonal skills
• Team player
• Resilient
• Perseverant
• Consistent
• Rigorous
• Problem-solving and technical orientated
• Customer care approach
• Proactive

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

Position summary:

The Deskside Support officer will be supporting the day-to-day IT operations of the bank, ensuring the availability and reliability of systems and infrastructure, providing direct support to the bank users, and implementing new technologies and processes to improve efficiency and productivity.

Key responsibilities:

• Support the daily IT operations and ensure that systems and infrastructure run smoothly.‍
• Handle user requests and provide support directly via the helpdesk and knowledgebase.
• Manage requests in the ticketing system, handle progress and update tickets.
• Identify, report and fix issues.
• Support IT systems upgrades, patching and security management.
• Evaluate and implement new technologies and systems that improve IT infrastructure and support business requirements.‍
• Maintain a solid understanding of the bank's business needs and work closely with other departments to ensure that IT meets them.‍
• Work in compliance with the bank's IT policies and procedures, financial industry standards and regulations.
• Keep up to date with the IT industry trends and developments.
• Carry out routine IT operation tasks and building workstations.
• Produce daily reports, confirmations and statements.
• Assess systems performance and security.

Competence and skill requirements:

• An IT Deskside Support should have a degree in computer science, IT, or another relevant field.
• Proven experience as an IT support or similar position in the financial sector.
• Proficiency in supporting and troubleshooting Windows 11, M365 and IP phone systems.
• Experience administering and supporting online, mission-critical systems.
• Experience dealing with end-user requests and managing quality expectations.
• The ability to provide user training and prepare documentation and procedures.
• Experience with system installation, configuration and analysis.
• Excellent communication skills to effectively interact with other team members and business users.‍
• Technical proficiency and knowledge to effectively diagnose and troubleshoot technical issues reported by users.
• Knowledge of IT solutions for helpdesk, inventory and change management
• Knowledge of IT solutions for security control, vulnerability scanning and patch management.
• Basics of Windows Server, RHEL Linux and VMware.
• Basics of networks and cloud computing.‍
• Basic coding and scripting skills.
• The ability to efficiently manage multiple activities.
• Positive and problem-solving attitude.

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

Job Purpose
Carry out a variety of technical and co-ordination tasks to meet, or exceed, customer requirements (including those tasks assigned by Line Managers which are part of projects or maintenance contract work). All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience.

Your new role
Hands on Desktop Support Skill. Network and PC implementation and optimisation. Understand and detailed planning and designing for the customer's Network and PC. Network/PC/Desktop Security element configuration including day-to-day service delivery. Migration planning and execution. Support PC and Call Centre systems (incl DC server). Proof of concept testing and acceptance testing. Vendor negotiation and control. Development and implementation for new features and services. Establish and cease PC/Desktop Security systems. Project and service delivery schedule management. Careful consideration to ensure profitable systems and implementation.1st level troubleshooting with customers and assisting them as their escalation point of contact. Maintain secure operations and keep the environment tidy. Documented approach for implementation and modification. Visit customer premises when required for project or maintenance contract work, incl cover staff. Periodical status report to line manager.

Ad hoc requests from your line manager

What you'll need to succeed
Wide knowledge and proficiency in PC software, like Microsoft WIN 10/11, Microsoft 365, Windows Server, AD administration, Virtualisation, Cloud(AWS, Azure), Office/Mailer, Switch/Router/IPT, and Firewall products. Excellent written and verbal communication skills in English. The ability to investigate and source answers to various email and telephony enquiries about technical issues. Proven customer service experience. Strong time management/multitasking & organisational skills. Strong work ethic, Accurate, organised and eye for detail, reliable time-keeping and attendance. Solid administration background & a keenness to get involved & support all customer service areas in EMEAVisit customer premises when required for project or maintenance contract work. Attend customer meetings for projects or maintenance contract work. Maintain relevant customer maintenance documentation on file server.

Background Information
This post is an important part of the project and the Service desk as the first line for customers. The ability to deliver what is required will mean that there is a large dependency on the post-holder, which may mean there is a requirement to perform some overtime work outside of normal working hours. The ability and willingness to travel is essential. Remote working may also be required.

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 about 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

Job Purpose

Carry out a variety of technical and co-ordination tasks to meet, or exceed, customer requirements (including those tasks assigned by Line Managers which are part of projects or maintenance contract work). All tasks must be delivered in a professional and timely manner to ensure a very high level of customer experience.

Your new role

Hands on Desktop Support Skill. Network and PC implementation and optimisation. Understand and detailed planning and designing for the customer's Network and PC. Network/PC/Desktop Security element configuration including day-to-day service delivery. Migration planning and execution. Support PC and Call Centre systems (including DC server). Proof of concept testing and acceptance testing. Vendor negotiation and control. Development and implementation for new features and services. Establish and cease PC/Desktop Security systems. Project and service delivery schedule management. Careful consideration to ensure profitable systems and implementation.1st level troubleshooting with customers and assisting them as their escalation point of contact. Maintain secure operations and keep the environment tidy. Documented approach for implementation and modification. Visit customer premises when required for project or maintenance contract work, including cover staff. Periodical status report to line manager.Ad hoc requests from your line manager

What you'll need to succeed

Wide knowledge and proficiency in PC software, like Microsoft WIN 10/11, Microsoft 365, Windows Server, AD administration, Virtualisation, Cloud(AWS, Azure), Office/Mailer, Switch/Router/IPT, and Firewall products. Excellent written and verbal communication skills in English. The ability to investigate and source answers to various email and telephony enquiries about technical issues. Proven customer service experience. Strong time management/multitasking & organisational skills. Strong work ethic, accurate, organised and eye for detail, reliable time-keeping and attendance. Solid administration background & a keenness to get involved & support all customer service areas in EMEAVisit customer premises when required for project or maintenance contract work. Attend customer meetings for projects or maintenance contract work. Maintain relevant customer maintenance documentation on file servers.

Background Information

This post is an important part of the project and the Service desk as the first line for customers. The ability to deliver what is required will mean that there is a large dependency on the post-holder, which may mean there is a requirement to perform some overtime work outside of normal working hours. The ability and willingness to travel is essential. Remote working may also be required.

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 about 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

TSB Bank Plc



Role: Senior Service Operations Manager – IT Enablement


Function: CIOSalary: Competitive plus excellent benefitsLocation: Hybrid working/Flexible across our key sitesClosing Date: 30 August 2024

At TSB, we’re transforming the service we provide our customers, and technology will be at the forefront of that change. It’s an exciting transformation and we’re investing in an enhanced in-house capability to deliver it – so, if you’re a forward-looking and innovative IT professional, this is your opportunity to be in on the ground floor and help us build the future of banking.

How you’ll make a difference The Senior Service Operations Manager plays a critical role in maintaining the operational integrity of IT Enablement services within the organisation. This leadership position aligned to the Value Stream and is a critical part of the VS Leadership function. The role involves managing L2 application support either directly or indirectly, collaborating with external service providers, and contributing to the successful delivery of new products and services.

What you’ll bring
- Strong strategic management skills to align IT services with business value streams.
- Excellent leadership and communication skills to engage with stakeholders and lead service improvement initiatives.
- A deep understanding of SIAM and ITSM best practices to drive service excellence.
- A commitment to continuous improvement and the ability to drive change within TSB.
- Experience in managing IT service delivery within a SIAM framework.
- Proficiency in ITSM tools and processes, particularly those related to service integration and management.
- Understanding of IT Enablement and value streams to ensure relevant service delivery.
- Ability to analyse service performance data and metrics to inform strategic decisions. What we offer in return
- Hybrid and flexible working arrangements to support a healthy work/life balance.
- An attractive reward and myTSB benefits package, giving you more of what matters to you.
- A diverse, energising and collaborative working environment.
- A truly inclusive organisation that values difference, where everyone feels welcome and has access to equal opportunities.
- A career that’s enriching and full of opportunities.
If this sounds right up your street, come and join our team. We make things happen!

We are TSB. Life Made More

Regional IT Support Engineer

Based in Kings Cross with travel to support offices locally

Competitive salary + benefits

40 hours per week, Monday – Friday



BCA are the biggest name in Europe’s vehicle remarketing industry, backed by the Constellation Automotive Group, we’re part of a family including cinch and WeBuyAnyCar.com. We’re growing hugely and are on a key digital transformation journey. We offer competitive salaries plus attractive benefits, unrivalled support to progress and flexible remote working.



Our Regional IT Support Engineers provide onsite IT leadership, service, and support duties to our branch-based customers at various sites. This technical customer facing, branch and field-based role ensures the integrity of our branch-based IT services and works very closely with branch customers and key stakeholders in constantly seeking ways to provide great IT service to our customers, both internal and external.



As a Regional IT Support Engineer, you will be based out of our Kings Cross branch and cover other local offices as directed by the Regional IT Manager. You will develop and maintain a deep level of understanding of the Branch IT infrastructure including architecture such as network, server, desktop, backup & recovery processes. You will provide both hands-on technical support duties and supervision of our branch third party IT suppliers, as well as supporting in non-technical issues where appropriate.



The key to success will be in ensuring that all Service Now tickets such as incidents, problems and requests are recorded, tracked, and resolved to service level adherence in ensuring our branches and business are fully supported in their day-to-day activities.



You will also be responsible for maintaining all IT equipment at your site and will take pride in keeping all equipment in its peak condition. This includes, but is not limited to desktop PCs, and comms room cabling and equipment. You will also be required to produce and maintain detailed documentation of the IT infrastructure and equipment at your branches.



Key Responsibilities


To be seen as a technically competent and a safe pair of hands in the management, delivery and support of our branch IT service and technology.
To follow the branch engagement process in supporting your branch, and to develop and maintain an ongoing positive relationship with branch customers and key stakeholders
To work closely with third party suppliers to ensure that key IT systems and services are monitored and maintained, and that all issues are resolved promptly
The ability to technically understand, appreciate, support, and drive forward our branch-based IT Infrastructure and customer service focused approach (inclusive of your primary branches, but not limited to).
To standardise our IT branch process and procedure, and to ensure single points of failure are identified and managed appropriately.
To monitor and manage our branch-based services including service requests, incidents, problems, and changes.
To be seen as a key branch service advocate in driving our IT efficiency and effectiveness improvement programmes through to resolution.
Working with our support technicians, specialists, and architects to identify areas in which to improve the service we deliver to our customers.
To deliver 1st, 2nd and sometimes 3rd line IT support services to our branch staff.
To lead in branch installations and upgrades, change control and local communication updates.
To be flexible in supporting our business needs outside the standard business working week, this may include evenings, weekends, and bank holiday working.
To support our branch controls, documentation and workloads alongside the IT Support Manager ensuring branch needs are always managed effectively.
Ensure IT documentation and procedures are consistently maintained, of good quality and effective in meeting customer expectation.
To be actively involved in branch disaster recovery (DR) planning and testing needs.
Ensuring IT facilities, controls such as UPS devices are regularly maintained.
To work with our IT project and development teams as and when required, while at the same time managing business-as-usual support standards.




Knowledge, Skills and Experience Required


Microsoft Windows server administration.
Windows Desktop imaging, support, and administration.
Experience in managing IT service, support, and project delivery initiatives.
Experience in VIP / Senior management support, education, and training.
Sound understanding of Active Directory and Group Policy configuration.
Hands on network experience of LAN/WAN, wireless networks, switches, routers, and security technologies such as firewalls.
Mobile technology support of devices such as apple, android, and Microsoft platforms.
Good understanding of audio / visual components and supporting technologies.
Excellent written, verbal communication and presentation skills.
A self-motivated, engaging and customer-facing branch service specialist who can build effective customer and supplier relationships.
Ability to work effectively within teams or as an individual contributor.
Self-motivated, organised, dependable and trustworthy with a genuine ‘Can Do’ attitude
Be prepared to travel to our business locations as and where required and provide out of hours support where required.
To undertake any other miscellaneous or non-recurring duties related to the role as may be directed.




Our policy is to employ the best qualified people and provide equal opportunity for the advancement of employees including promotion and training and not to discriminate against any person because of gender, race, ethnicity, age, sexual orientation, religion, belief or disability.

Your new company is the leading SaaS platform for managing installations of low carbon technologies, like EV chargers, solar panels, heat pumps, and in-home batteries.

Needed: Junior Helpdesk Agent with a passion for solving problems and providing excellent customer service. You'll help users to get unblocked towards achieving their goal and help your company build a knowledge base they can use.

As the first line of contact for customers day-to-day, you will get a lot of exposure to customers and get a deep understanding of their problems. This is a great role to grow into other areas.

Working closely with the Product and Sales teams, you will be reporting to the Technical Support Manager.

Who are you?

• You're someone with a passion for giving high quality customer service.
• You have at least 1 year of experience in a customer-facing role.
• Office experience is preferred.
• Your strengths include good written and verbal communication.
• You enjoy problem-solving and are resilient in searching for a solution.
• You're tech-savvy and ideally familiar with ticket support systems.
• You have a proactive attitude, a desire to learn new skills and improve processes.

What will you do?

• First line ticket response
• Timely first line support to the company's customers (via phone, e-mails, and live chat)
• Effectively work on multiple tickets simultaneously
• Ability to prioritise effectively, considering multiple inputs
• Diagnose issues with root cause analysis
• Liaise with the technical team to get issues resolved
• Provide high quality technical instruction and guidance
• Provide regular updates on progress to customers
• Happy to work on tasks independently or to collaborate with others
• Analysis & Impact
• Identify ways to optimise the ticket process: response times, quality of responses etc.
• Feedback on any trends and patterns for improvement
• Write how-to articles and internal troubleshooting guidelines

RequirementsThe primary requirement is at least 1 year's experience in a similar role.

• Great communicator - Strong written and verbal communication skills. Ability to construct an email that clearly explains complex problems
• Empathetic and customer focused - Be passionate about providing solutions to customers' problems so that they can achieve success with the platform
• Tech-savvy - Be familiar with ticketing systems, or be tech-savvy enough to pick them up quickly
• Process driven - Keen to implement learning to improve the process
• Prioritisation and multitasking - perform well under pressure.
• Basic coding is beneficial but not essential.

The key deliverables

• These are how success will be measured in the first few months.
• Deliver a first-class customer experience as measured by CSAT (Customer Satisfaction) scores
• Deliver timely responses to tickets as measured by response times/SLAs
• Collaborate effectively to solve product problems in advance of being reported

Benefits

• Pension Plans
• Training & Development

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

For the full Person Specification and more information regarding the main responsibilities of this role, please refer to the attached Job Description. Come and be a part of the best NHS trust in England to work for, according to our staff* UCLH top trust to work at in England for the second year running! : University College London Hospitals NHS Foundation Trust *In the most recent NHS staff survey UCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England for the second year in a row. UCLH top trust to work at in England for the second year running! University College London Hospitals NHS Foundation Trust. Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.

UCLH is seeking a skilled individual to join their IT Service Delivery Management team in Digital Health Care. As a Service Delivery Analyst, you will ensure the delivery and continuity of digital and technology services across the Trust, working with the Head of Service and Vendor Management, other members of the Senior managers, and our outsourced suppliers 24/7, 365 days a year.

UCLH provides acute and specialist services to a diverse local population and to patients from across England and Wales. The successful applicant will play a key role in providing IT service management to ensure the delivery and continual improvement of digital and technology-related services, along with the personal development of staff. This will include reviewing and updating procedures.



As the IT Service Delivery Analyst, you will assist with proactively managing the contract obligations from an operational and service perspective, ensuring that suppliers deliver to state Service Level Agreements (SLAs) and holding them accountable if performance does not meet expectations.

Moreover, the role has further responsibilities in quality, such as assuring and approving ongoing changes to the systems infrastructure and services, and owning and driving service processes. Service Delivery Analysts must always maintain a customer perspective of the service.

The successful applicant must demonstrate the ability to identify service delivery issues, manage service management plans with the Trust’s needs, and be aware of Managed IT Service provision. Service improvement and performance management are critical activities for the team. If you have the required skills and experience, we encourage you to apply for this exciting opportunity.



University College London Hospitals NHS Foundation Trust (UCLH) is one of the most complex NHS trusts in the UK, serving a large and diverse population. We provide academically led acute and specialist services, to people from the local area, from throughout the United Kingdom and overseas. Our vision is to deliver top-quality patient care, excellent education, and world-class research.  


We provide first-class acute and specialist services across eight sites:  

• University College Hospital (incorporating the Elizabeth Garrett Anderson Wing)
• National Hospital for Neurology and Neurosurgery
• Royal National ENT and Eastman Dental Hospitals
• University College Hospital Grafton Way Building
• Royal London Hospital for Integrated Medicine
• University College Hospital Macmillan Cancer Centre
• The Hospital for Tropical Diseases
• University College Hospital at Westmoreland Street


We are dedicated to the diagnosis and treatment of many complex illnesses. UCLH specialises in women’s health and the treatment of cancer, infection, neurological,gastrointestinaland oral disease. It has world class support services including critical care, imaging, nuclearmedicineand pathology. 


We are committed to sustainability and have pledged to become a carbon net zero health service, embedding sustainable practice throughout UCLH. We have set an ambitious target of net zero for our direct emissions by 2031 and indirect emissions by 2040.


For the full Person Specification and more informationregardingthe main responsibilities of this role, please refer to the attached Job Description.


Come and bea part of the best NHS trust in England to work for, according to our staff*


UCLH top trust to work at in England – for the second year running! : University College London Hospitals NHS Foundation Trust


*In the most recentNHS staff surveyUCLH had the highest percentage of staff who said they would recommend us as a place to work, out of all general acute or acute/community NHS trusts in England – for the second year in a row.


UCLH top trust to work at in England – for the second yearrunning!University College London Hospitals NHS Foundation Trust.


Once again, UCLH has received the highest score of all general acute and acute/community NHS trusts in England for staff that would recommend us as a place to work.



This advert closes on Tuesday 16 Jul 2024

Proud member of the Disability Confident employer scheme

An exciting opportunity has become available for an IT Support Specialist to join my client, a highly regarded Accountancy firm.

Offices based in South Hampstead. During probation this will be 5 days in the office, once probation is completed this will change to 3 days per week in the office and 2 from home.

As the IT Support Specialist, you will be responsible for providing timely and effective delivery of IT services and support to the business in a front-line support role, to monitor and maintain the firm's computer systems in conjunction with their external provider.

Responsibilities as IT Support Specialist

• Provide Frontline IT Support: Address technical issues and requirements directly with employees and partners.
• Proactive System Monitoring: Regularly monitor and maintain computer systems and networks to ensure business stability.
• Computer Installation and Configuration: Set up and configure new computers as needed.
• Diagnose and Resolve Issues: Troubleshoot hardware and software problems and coordinate with external providers when necessary.
• Trend Analysis: Analyze support calls to identify trends and underlying issues.
• Quality Reviews: Conduct regular reviews to enhance existing processes and systems, aiming for continuous improvement and efficiency.
• Client Relationship Management: Maintain and develop strong relationships with internal and external clients.
• Time Management: Effectively manage time to complete multiple tasks within deadlines.
• Project Participation: Engage in non-standard projects and initiatives.
• Mail Merges: Create regular mail merges and coordinate with secretaries as needed.
• Team Contributions: Contribute to team and firm-wide initiatives.
• Collaborative Knowledge Sharing: Work with the team to share IT knowledge and propose improvements.
• Induction Support: Assist in the induction process for new team members to ensure quick and effective onboarding.
• Business Engagement: Positively engage with the business and advocate for the firm's values.

Skills and Experience

• 2-3 years' experience on an IT helpdesk.
• Effective use of business tools.
• Good project management skills.
• Excellent client handling and relationship skills.
• Seek innovative solutions with 'out of box' thinking to deliver an excellent IT service.
• Maintain high standards of professional conduct and practice.
• Build relationships with internal teams.
• Generate and implement new ideas to progress the business.
• Open to understanding client facing service areas: audit, business services, tax, payroll etc.

This is a permanent role, paying between £32,000 and £34,000 based on experience. With good company benefits. Offices based in South Hampstead, during probation this role will be 5 days per week in the office, and once probation has been passed this will change to 3 days in the office and 2 days from home.

If you are interested, please feel free to apply for the role.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.