TELSTRA Associates

Service Desk Manager SDM £35k+ Berkshire on site Looking for a strong Service Desk Manager SDM to work for an exciting client in Berkshire, the Service Desk Manager SDM will be working on site. The Service Desk Manager SDM responsibilities will involve but not be limited to: Working directly for the Service Director maintaining and monitoring project schedules Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams Participate as a Major Incident Manager process (MIM) for P1/P2 incidents. Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place Onboard news services onto the service desk ensuring the appropriate training for staff and process are put in place Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to Continual service level improvement of process and procedure; ensuring documentation of all work and processes

A Global Manufacturer is seeking a Service Desk Manager on a full time permanent basis to work onsite in Maidenhead. This role will also require field work. The Service Desk Manager SDM responsibilities will involve but not be limited to: Working directly for the Service Director maintaining and monitoring project schedules Day to day management and responsibility of service desk including a team of Service Desk and Desktop support Analysts, ensuring appropriate business support coverage with staff shift rotations. Provide 1 & 2nd line incident and request fulfilment, working very closely with IT support technicians in other teams Participate as a Major Incident Manager process (MIM) for P1/P2 incidents. Tracks ticket trends in the ITSM toolset, identifying areas for improvement and putting improvement actions in place Onboard news services onto the service desk ensuring the appropriate training for staff and process are put in place Ensure metrics and KPIs in evaluating service delivery quality and performance levels formulated, followed and adhered to Continual service level improvement of process and procedure; ensuring documentation of all work and processes Act as the liaison for tracking, communicating and managing any temporary changes to service levels (eg, extra support hours required by the business, reduced level services for maintenance initiated by service provider). Organizing, attending, and participating in stakeholder meetings Preparing project plans, summaries, and documentation Providing administrative support as needed Ensuring projects adhere to frameworks and all documentation is maintained appropriately for each project. Assess project risks and issues and provide solutions where applicable Documenting and following up on important actions and decisions from meetings Tracking and communicating project risk Interfacing with customers and internal staff regarding project objectives.

A leading IT Solutions provider is seeking an experienced 2nd Line Service Desk Support Engineer on a permanent full time basis to join their growing team in Hampshire. This role is full time office based in Fareham with the potential to go hybrid. The 2nd Line Service Desk Support Engineer will be working within a technical support capacity with a solid understanding of network terminology eg WAN, LAN etc. The Role: Responding to customer faults and issues raised to the helpdesk either by phone or email resolving them within SLA. Programming, maintenance, and support of a range of systems Wi-Fi solutions Integration of CRM systems. Backup solutions Delivering training on all offered services Working to resolve technical customer complaints Identify potential cross sell and upsell opportunities with existing customers to pass on to the sales teams To document all Customer product and services ensuring security and standards are adhered to. Acting as the face and provide top class industry leading Customer Service. Ideally, you'll have experience of: SIP, including configuration, protocol and SIP trunking. High level of IP understanding, networking, and VLAN. Microsoft 365 migration and new tenant set up. Cabling to a high level Hosted and PBX Telecoms configuration and fault finding Router configuration Programming, maintenance and support of Hosted Telephony Solutions - IP Cortex, Gamma. Integration of CRM systems. Programming, maintenance and support of Virtual PBX. Programming, maintenance and support of Cabling and Networking, including Switches. Access points and point to point solutions - Ubiquiti. Programming, maintenance and support of Routers and Firewalls for Leased Lines and other Connectivity - Draytek, WatchGuard. Wi-Fi solutions - Ubiquiti. Programming and support of Laptops or Desktops - Dell and HP. Programming, maintenance and support of Servers - Virtual and on Prem. Programming, maintenance and support of Microsoft 365, Anti-Virus, Remote Management Systems and Backup solutions. Door entry system programming, maintenance and support. Fault finding and testing. Training Customers. More details will be provided upon application