Technology Support Analyst Salary: Starting at $75k Location: Washington, DC On-site: 5 days/week *We are unable to provide sponsorship for this role* Qualifications 5+ years of experience in a professional services environment, law firm experience preferable. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking components, hardware, peripheral devices. Responsibilities Ability to set up and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, Webex, MS Teams, and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications. Intermediate knowledge of Remote Computing and Citrix experience
28/03/2024
Full time
Technology Support Analyst Salary: Starting at $75k Location: Washington, DC On-site: 5 days/week *We are unable to provide sponsorship for this role* Qualifications 5+ years of experience in a professional services environment, law firm experience preferable. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking components, hardware, peripheral devices. Responsibilities Ability to set up and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, Webex, MS Teams, and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications. Intermediate knowledge of Remote Computing and Citrix experience
Infor M3 Support Analyst required for a role with a client based in Dublin. -Hybrid Working Model (3 days onsite) My client is open to hiring a contractor or on a permanent contract basis. This is an excellent opportunity for a suitable candidate to support the move from Traditional to Modern technologies and broaden their skills by implementing and supporting markets leading technologies. Key Areas of Responsibility: Own incidents and carry out investigations to support the root cause analysis Work with M3 Application team to monitor the queue for defects Liaise with support management providing feedback and updates on issues and customer escalations Administer and maintain Infor M3 system and Life Cycle Manager Administer and maintain Infor OS and the ION Grid On-call rotation cover for production down incidents Provide operations and project support for the M3 on-premises and cloud environments for M3 issues reported by the production and project users Work with Application support to maintain on-premises and cloud environments by upgrading to the latest version of the M3 products Work with Application support of project activities by installing/upgrading M3 products and third parties on the test environments Key Requirements: 2-3 years' experience of ERP M3 13.x software technical support Bachelor's degree or higher education in Computer Science or related areas Experience with REST, SQL, IIS Knowledge of the following Infor M3 areas - Sales, Manufacturing, Finance, System administration, Supply Chain management, Operations Experience with OpenText StreamServe Design Center, Control Center Familiar with Cloud Computing and Distributed Systems Familiar with Agile and Scrum/Kanban methodologies and practices Knowledge in software development processes, models, life cycles, and methodologies. Skilled in Microsoft Azure cloud services design, deployment, management, security, and audit Familiar with Active Directory and/or Azure Active Directory Working experience of Microsoft Operating systems, Win10, Server 2012/16/19 Experience supporting a 24 x 7 critical ERP environment. Preferred: Experience in Infor OS, ION Desk and ION Grid Administration, ION Workflow and other IOS integrated products Experienced in any of the extension applications such as Graphical Lot Tracker, Demand Planner, Inventory Planning Workbench, Scheduling WorkBench, Warehouse Mobility
27/03/2024
Infor M3 Support Analyst required for a role with a client based in Dublin. -Hybrid Working Model (3 days onsite) My client is open to hiring a contractor or on a permanent contract basis. This is an excellent opportunity for a suitable candidate to support the move from Traditional to Modern technologies and broaden their skills by implementing and supporting markets leading technologies. Key Areas of Responsibility: Own incidents and carry out investigations to support the root cause analysis Work with M3 Application team to monitor the queue for defects Liaise with support management providing feedback and updates on issues and customer escalations Administer and maintain Infor M3 system and Life Cycle Manager Administer and maintain Infor OS and the ION Grid On-call rotation cover for production down incidents Provide operations and project support for the M3 on-premises and cloud environments for M3 issues reported by the production and project users Work with Application support to maintain on-premises and cloud environments by upgrading to the latest version of the M3 products Work with Application support of project activities by installing/upgrading M3 products and third parties on the test environments Key Requirements: 2-3 years' experience of ERP M3 13.x software technical support Bachelor's degree or higher education in Computer Science or related areas Experience with REST, SQL, IIS Knowledge of the following Infor M3 areas - Sales, Manufacturing, Finance, System administration, Supply Chain management, Operations Experience with OpenText StreamServe Design Center, Control Center Familiar with Cloud Computing and Distributed Systems Familiar with Agile and Scrum/Kanban methodologies and practices Knowledge in software development processes, models, life cycles, and methodologies. Skilled in Microsoft Azure cloud services design, deployment, management, security, and audit Familiar with Active Directory and/or Azure Active Directory Working experience of Microsoft Operating systems, Win10, Server 2012/16/19 Experience supporting a 24 x 7 critical ERP environment. Preferred: Experience in Infor OS, ION Desk and ION Grid Administration, ION Workflow and other IOS integrated products Experienced in any of the extension applications such as Graphical Lot Tracker, Demand Planner, Inventory Planning Workbench, Scheduling WorkBench, Warehouse Mobility
1st Line Service Desk Analyst - Permanent (Full-Time, Monday to Friday) position, based in Burton-Upon-Trent (Onsite) - £24k annual salary Job Summary: As a 1st Line Service Desk Analyst, you'll be the initial point of contact for internal customers regarding IT issues and queries. Your role involves logging and resolving requests and incidents efficiently while maintaining compliance with service level agreements (SLAs). You'll provide professional customer support, both remotely and in person, and assist with software and hardware issues, including troubleshooting and asset management. Key Responsibilities: First point of contact for internal IT inquiries and issues. Logging and resolving requests and incidents within SLA timeframes. Providing professional customer support remotely and in person. Administering and supporting IT solutions like Active Directory, Office 365, D365, and more. Managing user accounts, permissions, and software licenses. Installing and supporting software. Troubleshooting hardware and software issues on various devices. Asset management for IT equipment. Identifying and reporting problems to Service Managers. Organizing and prioritizing workload efficiently. Contributing to improving first-time issue resolution. Keeping updated on new technologies. Qualifications and Skills: ITIL certification or familiarity Previous IT Service Desk or customer support experience is a plus. Strong analytical and communication skills. Familiarity with Microsoft technologies and operating systems. Experience with end-user device support (desktops, laptops, printers, mobile devices). This concise job description covers the main responsibilities, qualifications, and skills required for the 1st Line Service Desk Analyst position. You can further customize it as needed for your specific job posting.
27/03/2024
Full time
1st Line Service Desk Analyst - Permanent (Full-Time, Monday to Friday) position, based in Burton-Upon-Trent (Onsite) - £24k annual salary Job Summary: As a 1st Line Service Desk Analyst, you'll be the initial point of contact for internal customers regarding IT issues and queries. Your role involves logging and resolving requests and incidents efficiently while maintaining compliance with service level agreements (SLAs). You'll provide professional customer support, both remotely and in person, and assist with software and hardware issues, including troubleshooting and asset management. Key Responsibilities: First point of contact for internal IT inquiries and issues. Logging and resolving requests and incidents within SLA timeframes. Providing professional customer support remotely and in person. Administering and supporting IT solutions like Active Directory, Office 365, D365, and more. Managing user accounts, permissions, and software licenses. Installing and supporting software. Troubleshooting hardware and software issues on various devices. Asset management for IT equipment. Identifying and reporting problems to Service Managers. Organizing and prioritizing workload efficiently. Contributing to improving first-time issue resolution. Keeping updated on new technologies. Qualifications and Skills: ITIL certification or familiarity Previous IT Service Desk or customer support experience is a plus. Strong analytical and communication skills. Familiarity with Microsoft technologies and operating systems. Experience with end-user device support (desktops, laptops, printers, mobile devices). This concise job description covers the main responsibilities, qualifications, and skills required for the 1st Line Service Desk Analyst position. You can further customize it as needed for your specific job posting.
People Source Consulting Ltd
Antrim, County Antrim
Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. Your responsibilities will include the below: Responsible for the customer support experience Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (eg swarming) Identify cases that require escalation (either technically or strategically) Create and maintain incident management requests to product group/engineering group Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/engineer experience Provide ramp activities, knowledge sharing, technical coaching and mentoring Drive technical collaboration & engagement Lead or participate in building communities with peer delivery roles; may be workload or specialty specific Nice to have but not essential Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams. General understanding of Microsoft 365 administration principles. People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.
27/03/2024
Full time
Our client is a leading global IT Solutions provider who are seeking to recruit a Customer Support Engineer/Service Desk Analyst to deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements and creating self-help assets to broadly reach more customers. You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience over the phone and Web. Your responsibilities will include the below: Responsible for the customer support experience Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams (eg swarming) Identify cases that require escalation (either technically or strategically) Create and maintain incident management requests to product group/engineering group Contribute to case deflection initiatives, automation and other digital self-help assets to improve customer/engineer experience Provide ramp activities, knowledge sharing, technical coaching and mentoring Drive technical collaboration & engagement Lead or participate in building communities with peer delivery roles; may be workload or specialty specific Nice to have but not essential Knowledge and demonstrated technical proficiency in SharePoint or Microsoft Teams. General understanding of Microsoft 365 administration principles. People Source Consulting Ltd is acting as an Employment Business in relation to this vacancy. People Source specialise in technology recruitment across niche markets including Information Technology, Digital TV, Digital Marketing, Project and Programme Management, SAP, Digital and Consumer Electronics, Air Traffic Management, Management Consultancy, Business Intelligence, Manufacturing, Telecoms, Public Sector, Healthcare, Finance and Oil & Gas.
*We are unable to sponsor as this is a permanent Full time role* A prestigious company is looking for a Technology Support Analyst. This person will support all Windows 10 OS and core application suite. They will do PC troubleshooting, Conference Center Technology operational support, VoIP, Citrix, etc. Responsibilities: Excellent judgment in assessing user issues; intermediate trouble-shooting methodology. Ability to work to the best resolution either through own knowledge or proper, timely escalation. Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications. Intermediate knowledge of Remote Computing and Citrix experience. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes Adheres to use of call ticketing system for each incident (eg request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, WebEx, MS Teams and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Qualifications Education. Computer Science or Technical qualification Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable. A+ and/or Microsoft certification are desirable. Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible. Audio Visual experience a plus. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices. Knowledge and experience in conference center environment.
26/03/2024
Full time
*We are unable to sponsor as this is a permanent Full time role* A prestigious company is looking for a Technology Support Analyst. This person will support all Windows 10 OS and core application suite. They will do PC troubleshooting, Conference Center Technology operational support, VoIP, Citrix, etc. Responsibilities: Excellent judgment in assessing user issues; intermediate trouble-shooting methodology. Ability to work to the best resolution either through own knowledge or proper, timely escalation. Proficient in Windows 10 OS and core application suite; including the Microsoft Suite and various Kirkland applications. Intermediate knowledge of Remote Computing and Citrix experience. Intermediate PC troubleshooting skills and assists other team members in troubleshooting and diagnosing issues Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes Adheres to use of call ticketing system for each incident (eg request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, WebEx, MS Teams and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Qualifications Education. Computer Science or Technical qualification Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable. A+ and/or Microsoft certification are desirable. Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible. Audio Visual experience a plus. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices. Knowledge and experience in conference center environment.
Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure/IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: * VMware management & maintenance. * Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. * Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. * An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point/recovery time objectives. * Microsoft Active Directory, DHCP, DNS, Sites/Services, and native replication technologies. * Windows file services including DFSR. * A strong understanding of applications, HA technologies and how to make applications highly available for BC/DR purposes. * While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server Back End configuration is essential. * A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. * A good understanding of telephony & phone systems, including SIP trunking and routing. * An understanding of change management/problem management. Desirable: * ITIL v3 Foundation * Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 * Office 365 - Exchange online/Teams/Intune * Microsoft Single Sign on (Native Azure/SAML) and Multi-Factor Authentication * Microsoft Azure; Mimecast; VMWare VSAN * Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. * An interest in Cyber/Information security * iManage10/Cloud/Share * Remote Desktop Services * Aderant * BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
26/03/2024
Full time
Infrastructure Analyst Liverpool/Hybrid (2-3 days on site per week) Up to £45K An Infrastructure Analyst is required for our client who are based in Liverpool. You will be joining the infrastructure team who are responsible for the delivery of technical projects, management and BAU upkeep of the organisation's infrastructure, applications and SQL. Key responsibilities: Work closely with the Service Delivery Manager - Infrastructure to develop and maintain the Operational Infrastructure/IT Systems Act as a point of escalation to Service Desk Analysts and support them in identifying, troubleshooting, and resolving issues. Embrace change defined by the IT Project Roadmap. Support the IT departmental policies for the organisation which includes all service delivery matters, technological matters, hardware, and software procurement & IT services sourcing. Work in a collaborative way with all IT teams Knowledge transfer to the IT Service Desk. Create and maintain systems configuration documentation, including creating and maintaining test plans and recovery methods Keep up to date on infrastructure and security trends to improve the IT service delivery. Essential Skills: * VMware management & maintenance. * Microsoft Server technologies & associated services, including Server 2012, 2016 and 2019. * Networking knowledge, from a troubleshooting and routing perspective. Basic switch configuration knowledge would be desirable. * An understanding of Disaster Recovery and High Availability technologies, to achieve strong recovery point/recovery time objectives. * Microsoft Active Directory, DHCP, DNS, Sites/Services, and native replication technologies. * Windows file services including DFSR. * A strong understanding of applications, HA technologies and how to make applications highly available for BC/DR purposes. * While an understanding of all internal applications isn't essential, a strong level of knowledge in different applications and server Back End configuration is essential. * A good understanding of monitoring technologies including tools such as SolarWinds in addition to SNMP and MIB sets to configure and fine tune service monitoring to correctly alert and give statistics on availability and performance. * A good understanding of telephony & phone systems, including SIP trunking and routing. * An understanding of change management/problem management. Desirable: * ITIL v3 Foundation * Microsoft Certified: AZ-900, Microsoft Certified: AZ-104, Microsoft Certified: AZ-700 * Office 365 - Exchange online/Teams/Intune * Microsoft Single Sign on (Native Azure/SAML) and Multi-Factor Authentication * Microsoft Azure; Mimecast; VMWare VSAN * Datacentre Technologies including power and cooling to achieve and efficient and green datacentre footprint. * An interest in Cyber/Information security * iManage10/Cloud/Share * Remote Desktop Services * Aderant * BigHand The team are currently working with some of the latest technologies, including a Software Defined WAN, Software Defined Datacentre, and migration of core applications to SAAS and IAAS platforms where suitable. As well as being a member of our Infrastructure team, you will also closely align with the Solutions Architect, Project Management office and Service desk teams.
Global Technology Solutions Ltd
Hampton, Cambridgeshire
Service Desk Team Leader Permanent Hampton, Peterborough, Cambridge £30,000 - £34,000 - Company benefits Monday to Friday - Standard office hours This role would suit someone who has experience working in a call centre environment, dealing with management of people and process. Working to service level targets on calls answers and tickets resolved. ITSM/IT would be a huge advantage! JOB SUMMARY Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets. QUALIFICATIONS, SKILLS AND EXPERIENCE * Awareness of ITIL methodologies and best practice * Good working knowledge of Microsoft Word, Excel and Outlook * Previous supervisory experience ESSENTIAL ATTRIBUTES * A real passion for people management and development in a large team * A passion to deliver excellent service with service level management and experience * Previous people management experience * Driven, motivational, professional leader, with a 'can-do' attitude at all times * Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations * Creative and innovative problem-solving skills with an inquisitive nature * Analytical with attention to detail * Ability to work as a team to support and influence team members * A desire to take ownership and accountability to see your work through to resolution * Ability to work under pressure and to tight deadlines * A patient, tolerant and supportive team member KEY RESPONSIBILITIES * Provide leadership, guidance and support to a team of service desk analysts * Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions * Identify and deliver training and development needs in line with company procedures * Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents * Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions * Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service * Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods * Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback * Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets * Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's If you have the outlined skill and experience please apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
26/03/2024
Full time
Service Desk Team Leader Permanent Hampton, Peterborough, Cambridge £30,000 - £34,000 - Company benefits Monday to Friday - Standard office hours This role would suit someone who has experience working in a call centre environment, dealing with management of people and process. Working to service level targets on calls answers and tickets resolved. ITSM/IT would be a huge advantage! JOB SUMMARY Provide leadership, guidance and support to a team of service desk analysts and assist the Service Desk Manager in their responsibilities. Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service. Endeavour to provide all customers with the best level of customer service and support. Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets. QUALIFICATIONS, SKILLS AND EXPERIENCE * Awareness of ITIL methodologies and best practice * Good working knowledge of Microsoft Word, Excel and Outlook * Previous supervisory experience ESSENTIAL ATTRIBUTES * A real passion for people management and development in a large team * A passion to deliver excellent service with service level management and experience * Previous people management experience * Driven, motivational, professional leader, with a 'can-do' attitude at all times * Effective communication and interpersonal skills with internal and external stakeholders with the ability to confidently deliver presentations * Creative and innovative problem-solving skills with an inquisitive nature * Analytical with attention to detail * Ability to work as a team to support and influence team members * A desire to take ownership and accountability to see your work through to resolution * Ability to work under pressure and to tight deadlines * A patient, tolerant and supportive team member KEY RESPONSIBILITIES * Provide leadership, guidance and support to a team of service desk analysts * Develop and coach team members to improve performance, as well as achieving their career aspirations through 121s and coaching sessions * Identify and deliver training and development needs in line with company procedures * Develop, grow and maintain professional working relationships with all internal and external stakeholders and customer equivalents * Ensure customer escalations are handled in a timely manner including providing/implementing corrective actions * Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service * Set high quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods * Quality Assurance of Incident Management by spot checking Incidents and providing Analysts with documented feedback * Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets * Through monitoring, management and contribution ensure the team achieve and exceed relevant SLAs, OLAs and KPI's If you have the outlined skill and experience please apply now! "In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.
Spinks a trading division of Harvey Nash Plc
Solihull, West Midlands
Service Desk Team Lead - 12 Month FTC - Solihull Spinks have partnered with a global leader in the veterinary health care space who are looking to bolster their central services support team with a seasoned Service Desk Team Leader. This role will initially be a 12 Month FTC, with the opportunity to move into a permanent position. The ideal candidate will have at least 3 years' experience in a service desk role, and 2+ years' in a lead position, as you'll be looking after the existing team of 12 support analysts. In addition to this, you will be responsible for the coaching & development of team members, and have experience in ITSM. 12 Month Fixed-term Contract Hybrid - 4 days p/w in Solihull office £32,000 - 36,000 ASAP Start If you'd like to find out more, please apply now!
26/03/2024
Service Desk Team Lead - 12 Month FTC - Solihull Spinks have partnered with a global leader in the veterinary health care space who are looking to bolster their central services support team with a seasoned Service Desk Team Leader. This role will initially be a 12 Month FTC, with the opportunity to move into a permanent position. The ideal candidate will have at least 3 years' experience in a service desk role, and 2+ years' in a lead position, as you'll be looking after the existing team of 12 support analysts. In addition to this, you will be responsible for the coaching & development of team members, and have experience in ITSM. 12 Month Fixed-term Contract Hybrid - 4 days p/w in Solihull office £32,000 - 36,000 ASAP Start If you'd like to find out more, please apply now!
Request Technology - Craig Johnson
Chicago, Illinois
*We are unable to sponsor for this permanent Full time role* *Must have Covid Vaccine, and work onsite 2-3 days per week near O'hare* Prestigious Enterprise Company is currently seeking a Control Analyst for Production Scheduling. Candidate will ensure consistent support of Business Operations through monitoring and managing business systems processing of client and customer data. Responsibilities: Maintain Production Processing Schedule: Create and schedule new processing jobs based on new projects and business processes. Execute On-Demand processing and reporting jobs. Maintain existing job schedule based on update requests stemming from projects and business process changes. Review and retire obsolete jobs. Monitor Production Processing Schedule: Closely monitor scheduled jobs for completion and failure. Analyze failure points and escalate issues to second level support when cannot be resolved at Lvl1. Notify affected IT and Business users of issues and delays in schedule processing. Exhibit high degree of ownership and drive issues to a full resolution. Ensure proper controls, back-up and recovery processes are in place after job failure. Generate Processing Performance Metrics & Weekly/Monthly Reporting. Become an expert in Operations Systems and Data Source Knowledge. Become an expert in business rules, system functionality and architecture. Contribute to and maintain process documentation. Provide concise and consistent status reporting. Identify, report and track issues through a system of record. Collaborate with external teams on root cause analysis. Maintain close interaction with business and technical peers. Identify process bottlenecks and suggest improvement actions. Stay abreast of emerging technologies and processes. Assist leadership with defining and improving the overall process. Qualifications: Bachelor's degree in Computer Science or related area. Strong Hands-on experience with IT processes and Workload Automation tools such as CA AutoSys, Tidal, IBM TWS etc Experience using SQL for results validation. Strong ability to troubleshoot issues, identifying root causes and support development team in development of resolutions. Workable knowledge of Customer Support and Service Delivery Model. Ability to collaborate and communicate with developers, business analysts, and business team support members. Workable knowledge of IT/IS Systems. At least 8 years of professional experience on a variety of projects in a capacity of Control Analyst. Hands-on experience with systems of records such as ServiceNow, HP Service Anywhere, Ivanti Service Manager, Jira Service Desk etc Ability to comprehend and analyze business process requirements and create comprehensive detailed process maps. Development experience is a plus. Strong communication and Client/Business interfacing and interpersonal skills are a must.
25/03/2024
Full time
*We are unable to sponsor for this permanent Full time role* *Must have Covid Vaccine, and work onsite 2-3 days per week near O'hare* Prestigious Enterprise Company is currently seeking a Control Analyst for Production Scheduling. Candidate will ensure consistent support of Business Operations through monitoring and managing business systems processing of client and customer data. Responsibilities: Maintain Production Processing Schedule: Create and schedule new processing jobs based on new projects and business processes. Execute On-Demand processing and reporting jobs. Maintain existing job schedule based on update requests stemming from projects and business process changes. Review and retire obsolete jobs. Monitor Production Processing Schedule: Closely monitor scheduled jobs for completion and failure. Analyze failure points and escalate issues to second level support when cannot be resolved at Lvl1. Notify affected IT and Business users of issues and delays in schedule processing. Exhibit high degree of ownership and drive issues to a full resolution. Ensure proper controls, back-up and recovery processes are in place after job failure. Generate Processing Performance Metrics & Weekly/Monthly Reporting. Become an expert in Operations Systems and Data Source Knowledge. Become an expert in business rules, system functionality and architecture. Contribute to and maintain process documentation. Provide concise and consistent status reporting. Identify, report and track issues through a system of record. Collaborate with external teams on root cause analysis. Maintain close interaction with business and technical peers. Identify process bottlenecks and suggest improvement actions. Stay abreast of emerging technologies and processes. Assist leadership with defining and improving the overall process. Qualifications: Bachelor's degree in Computer Science or related area. Strong Hands-on experience with IT processes and Workload Automation tools such as CA AutoSys, Tidal, IBM TWS etc Experience using SQL for results validation. Strong ability to troubleshoot issues, identifying root causes and support development team in development of resolutions. Workable knowledge of Customer Support and Service Delivery Model. Ability to collaborate and communicate with developers, business analysts, and business team support members. Workable knowledge of IT/IS Systems. At least 8 years of professional experience on a variety of projects in a capacity of Control Analyst. Hands-on experience with systems of records such as ServiceNow, HP Service Anywhere, Ivanti Service Manager, Jira Service Desk etc Ability to comprehend and analyze business process requirements and create comprehensive detailed process maps. Development experience is a plus. Strong communication and Client/Business interfacing and interpersonal skills are a must.
Request Technology - Craig Johnson
Washington, Washington DC
*This role is onsite 5 days per week in DC* *We are unable to sponsor for this permanent Full time role* *Position is bonus eligible* Prestigious Global Firm is currently seeking a Technology Support Analyst. Candidate will be responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The candidate should also be able to work independently when working remote when required. The individual may also be supporting remote trial setups and support. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed. This role requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. This position requires the individual to be in the office 100% of the time. Responsibilities: . Windows 10 OS and core application suite; including the Microsoft Suite and various applications. Remote Computing and Citrix experience. PC troubleshooting and assisting other team members in troubleshooting and diagnosing issues Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes Adheres to use of call ticketing system for each incident (eg request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, WebEx, MS Teams and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Become proficient on the operation of Kirkland's Crestron program. Qualifications: Computer Science or Technical qualification Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable. A+ and/or Microsoft certification are desirable. Strong verbal and written communication skills. Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible. Audio Visual experience a plus. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices. Knowledge and experience in conference center environment. Technologies: Microsoft Windows Microsoft Office Suite iManage DeskSite and FileSite Citrix/VPN Polycom and Cisco Video Conference Systems AirWatch PeopleSoft Carpe Diem Avaya MFA ITSM Ticket Management System Lenovo laptops and desktops
22/03/2024
Full time
*This role is onsite 5 days per week in DC* *We are unable to sponsor for this permanent Full time role* *Position is bonus eligible* Prestigious Global Firm is currently seeking a Technology Support Analyst. Candidate will be responsible for day-to-day support of PC hardware and software. This includes installing, diagnosing, repairing, maintaining, and upgrading of personal computers and related systems. The candidate must have strong analytical skills and the ability to operate in extreme high-pressure situations, successfully handle multiple priorities and possess a high level of discipline while remaining flexible. The candidate should also be able to work independently when working remote when required. The individual may also be supporting remote trial setups and support. The individual may also be asked to assist the Global IT Service Desk by providing phone support to our customers if needed. This role requires participation in firm wide maintenance window with occasional overtime on weekdays and weekends, especially during technology rollouts. This position requires the individual to be in the office 100% of the time. Responsibilities: . Windows 10 OS and core application suite; including the Microsoft Suite and various applications. Remote Computing and Citrix experience. PC troubleshooting and assisting other team members in troubleshooting and diagnosing issues Intermediate knowledge of iOS setup and troubleshooting. Knowledge of networks including wireless experience. Intermediate understanding and knowledge of Voice Over IP (VOIP) telephone systems. Demonstrates the willingness and ability to help other team members on difficult issues. Documents new findings/solutions and processes Adheres to use of call ticketing system for each incident (eg request, issues, etc.). Understands and follows ticket ownership guidelines and system usage. Solid ability to research information through internal and external sources. Adheres to written procedures, checklists and all quality control associated with project rollouts. Participates in on-call and overtime on an as needed basis. Ability to setup and troubleshoot video and audio in conference rooms. Support the day-to-day Conference Center Technology operational needs. Set up audio conferences (microphones, sound systems, speakerphones, conference calls). Set up and Support remote Zoom, WebEx, MS Teams and Remo events. Set up presentation equipment (LCD projectors, screens, videos). Become proficient on the operation of Kirkland's Crestron program. Qualifications: Computer Science or Technical qualification Minimum of 5 to 6 years of experience in a professional services environment, law firm experience preferable. A+ and/or Microsoft certification are desirable. Strong verbal and written communication skills. Must be able to demonstrate strong interpersonal and customer service skills and will have the ability to be process-oriented yet flexible. Audio Visual experience a plus. Knowledge of desktop computing environment and troubleshooting techniques of hardware and software issues. Knowledge and the ability to support Microsoft operating system, including networking component, hardware, peripheral devices. Knowledge and experience in conference center environment. Technologies: Microsoft Windows Microsoft Office Suite iManage DeskSite and FileSite Citrix/VPN Polycom and Cisco Video Conference Systems AirWatch PeopleSoft Carpe Diem Avaya MFA ITSM Ticket Management System Lenovo laptops and desktops
Global Technology Solutions Ltd
Peterborough, Cambridgeshire
Location - Hampton, Peterborough Pay - £14.16 per hour, after 3 months goes up to £15.44 Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week. Required skills: - Plenty of Customer service experience - Previously required to complete calls/make bookings. - Experience with Microsoft Word/Excel/PowerPoint/Outlook - Speaking/typing in English to a professional level. - Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible. - Educated to GCSE Level or equivalent in Maths and English - IT certificated desirable but not essential. Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. - Proactively keeping Customers informed on incident or request status and progress. - Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Adhering to Incident management procedures. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. - Keeping up to date with the current standard procedures. - Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. - Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager - Escalate potential problem issues with Problem and Incident Management. - Contributing to team meetings. If you think you're suitable for the role, apply now! In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy.
22/03/2024
Project-based
Location - Hampton, Peterborough Pay - £14.16 per hour, after 3 months goes up to £15.44 Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week. Required skills: - Plenty of Customer service experience - Previously required to complete calls/make bookings. - Experience with Microsoft Word/Excel/PowerPoint/Outlook - Speaking/typing in English to a professional level. - Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible. - Educated to GCSE Level or equivalent in Maths and English - IT certificated desirable but not essential. Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements. - Proactively keeping Customers informed on incident or request status and progress. - Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group. - Adhering to Incident management procedures. - Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary. - Keeping up to date with the current standard procedures. - Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan. - Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager/Service Delivery Manager - Escalate potential problem issues with Problem and Incident Management. - Contributing to team meetings. If you think you're suitable for the role, apply now! In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Business in relation to this vacancy.
My client is an award-winning provider of Human Resources systems, and provides extensive technical support to customers. Due to growth, they are looking for a Technical Analyst to join their team on a permanent basis. My client is big on progression and therefore this would be an excellent fit for someone with experience in a service desk environment that are looking to move into a more technical heavy role. This role is hybrid and offering a salary of up to £38K DOE. The successful applicant will have: 3 years' experience in a technical, fast paced in environment. Proficient knowledge of SQL Understanding and proven experience of windows server including Active Directory. Experience in configuring and maintaining database Servers and processes. Excellent communication skills, both written and verbal with a proven ability to provide great customer service. This role will offer an excellent stepping stone and opportunity for an individual with a willingness to learn and progress their career. No day will be the same and you'll need to be flexible in managing your workload. You will be responsible for: Provide timely advice, guidance, and resolutions to technical queries about my clients products and services. Proactively identify and implement service improvements by tracking errors, analysing trends, and collaborating with teams. Build relationships across the organisation by working with various teams to investigate and implement service enhancements. Serve as the primary point of contact for customers via various communication channels, including phone, email, live chat, and face-to-face interactions. Perform hardware and software diagnostics to address technical and application problems effectively. If this sounds like it could be your next career move, or you simply want to find out more, please do get in touch.
22/03/2024
Full time
My client is an award-winning provider of Human Resources systems, and provides extensive technical support to customers. Due to growth, they are looking for a Technical Analyst to join their team on a permanent basis. My client is big on progression and therefore this would be an excellent fit for someone with experience in a service desk environment that are looking to move into a more technical heavy role. This role is hybrid and offering a salary of up to £38K DOE. The successful applicant will have: 3 years' experience in a technical, fast paced in environment. Proficient knowledge of SQL Understanding and proven experience of windows server including Active Directory. Experience in configuring and maintaining database Servers and processes. Excellent communication skills, both written and verbal with a proven ability to provide great customer service. This role will offer an excellent stepping stone and opportunity for an individual with a willingness to learn and progress their career. No day will be the same and you'll need to be flexible in managing your workload. You will be responsible for: Provide timely advice, guidance, and resolutions to technical queries about my clients products and services. Proactively identify and implement service improvements by tracking errors, analysing trends, and collaborating with teams. Build relationships across the organisation by working with various teams to investigate and implement service enhancements. Serve as the primary point of contact for customers via various communication channels, including phone, email, live chat, and face-to-face interactions. Perform hardware and software diagnostics to address technical and application problems effectively. If this sounds like it could be your next career move, or you simply want to find out more, please do get in touch.
Service Desk Team Lead The Service Desk Team Lead is responsible for the management of the SOC team based on site in the Auxilion offices in Sheffield. The Service Desk team provides L1 end user support across multiple customers. Provides high quality customer support services and technical assistance with a high level of accurate diagnosis and resolution. If you're passionate about technology and adept at troubleshooting complex systems and want to gain experience on wide range of technologies this is the role for you. This position is full time on site in our City Centre offices based in Sheffield. Monday to Friday What will you be doing: Oversee the delivery of IT support services, including incident management, problem resolution, and service request fulfilment, ensuring timely and effective resolution of issues in accordance with established service level agreements (SLAs). Lead and motivate a team of service desk support analysts, providing guidance, coaching, and support to ensure high levels of productivity, performance, and morale. Foster a customer-centric culture within the team, emphasizing the importance of delivering excellent customer service and maintaining strong relationships with clients. Monitor customer feedback and satisfaction levels, taking proactive measures to address any concerns or issues. Identify opportunities for process improvements and optimisation within the service desk operation. Develop and implement strategies to streamline workflows, enhance efficiency, and maximise productivity. Develop and implement training programs and initiatives to enhance the technical skills and knowledge of team members. Provide ongoing coaching and support to facilitate professional growth and development. Monitor team performance and key performance indicators (KPIs), such as first call resolution rate, average response time, and customer satisfaction scores. Take corrective actions as needed to address performance gaps and ensure SLAs are met. Manage escalations and complex issues, providing guidance and support to team members as needed to ensure timely resolution and customer satisfaction. Ensure maintenance of accurate records of incidents, service requests, and resolutions in the service desk ticketing system. Generate regular reports and analytics to track performance metrics and identify trends or areas for improvement. Contribute actively to the on-boarding of new customers ensuring sufficient knowledge transfer is arranged for the support team. Line management of all team members ensuring that development plans are in place for all team members, carrying out performance evaluations, promotions, hiring and disciplinary responsibilities. What experience will you have: Experience supporting O365, Exchange, Azure, Active Directory. Strong working knowledge of Microsoft Office 2007/2013/Office 365 Experience of working with Microsoft Windows environments including Windows 10/11 and applications. Prefer Azure fundamentals or Azure Administration certifications 2-3 years team lead or team management experience. Experience creating rotas, conducting performance reviews and creating development plans. Experience of working in a helpdesk/deskside environment. Ability to cope with pressures of peak workloads, short deadlines. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Ability to work collaboratively in a team environment. Experience representing the service desk during monthly reviews. ITIL-foundation certified will be advantageous. Our Company, Auxilion - About Us Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. We have an excellent training programme in place to enable you to provide world class technical support. We also provide Company paid industrial certifications & Progression opportunities. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
22/03/2024
Full time
Service Desk Team Lead The Service Desk Team Lead is responsible for the management of the SOC team based on site in the Auxilion offices in Sheffield. The Service Desk team provides L1 end user support across multiple customers. Provides high quality customer support services and technical assistance with a high level of accurate diagnosis and resolution. If you're passionate about technology and adept at troubleshooting complex systems and want to gain experience on wide range of technologies this is the role for you. This position is full time on site in our City Centre offices based in Sheffield. Monday to Friday What will you be doing: Oversee the delivery of IT support services, including incident management, problem resolution, and service request fulfilment, ensuring timely and effective resolution of issues in accordance with established service level agreements (SLAs). Lead and motivate a team of service desk support analysts, providing guidance, coaching, and support to ensure high levels of productivity, performance, and morale. Foster a customer-centric culture within the team, emphasizing the importance of delivering excellent customer service and maintaining strong relationships with clients. Monitor customer feedback and satisfaction levels, taking proactive measures to address any concerns or issues. Identify opportunities for process improvements and optimisation within the service desk operation. Develop and implement strategies to streamline workflows, enhance efficiency, and maximise productivity. Develop and implement training programs and initiatives to enhance the technical skills and knowledge of team members. Provide ongoing coaching and support to facilitate professional growth and development. Monitor team performance and key performance indicators (KPIs), such as first call resolution rate, average response time, and customer satisfaction scores. Take corrective actions as needed to address performance gaps and ensure SLAs are met. Manage escalations and complex issues, providing guidance and support to team members as needed to ensure timely resolution and customer satisfaction. Ensure maintenance of accurate records of incidents, service requests, and resolutions in the service desk ticketing system. Generate regular reports and analytics to track performance metrics and identify trends or areas for improvement. Contribute actively to the on-boarding of new customers ensuring sufficient knowledge transfer is arranged for the support team. Line management of all team members ensuring that development plans are in place for all team members, carrying out performance evaluations, promotions, hiring and disciplinary responsibilities. What experience will you have: Experience supporting O365, Exchange, Azure, Active Directory. Strong working knowledge of Microsoft Office 2007/2013/Office 365 Experience of working with Microsoft Windows environments including Windows 10/11 and applications. Prefer Azure fundamentals or Azure Administration certifications 2-3 years team lead or team management experience. Experience creating rotas, conducting performance reviews and creating development plans. Experience of working in a helpdesk/deskside environment. Ability to cope with pressures of peak workloads, short deadlines. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Ability to work collaboratively in a team environment. Experience representing the service desk during monthly reviews. ITIL-foundation certified will be advantageous. Our Company, Auxilion - About Us Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. We have an excellent training programme in place to enable you to provide world class technical support. We also provide Company paid industrial certifications & Progression opportunities. Our competitive advantage is how we support our clients on their journey. Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.
Role: Service Analyst Location: Cleveland Ohio USA 5 days on site $55,000 I am excited to be working with a Defence and Space client, looking for their next Service Analyst! If you are a dedicated IT analyst, looking for your next permanent venture, this may be for you. Core Accountability's: Processing support ticket (Incidents and Service Requests) through their life cycle Resolving access related problems such as password, account lockouts etc Setting up accounts for Avon staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported. Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes. Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+ Liaising, supervising and assisting visiting engineering and technical staff. If you are confident, and have experience as an IT Support, please do contact me (United Kingdom) or email me on (see below)! I look forward to speaking with you.
05/03/2024
Full time
Role: Service Analyst Location: Cleveland Ohio USA 5 days on site $55,000 I am excited to be working with a Defence and Space client, looking for their next Service Analyst! If you are a dedicated IT analyst, looking for your next permanent venture, this may be for you. Core Accountability's: Processing support ticket (Incidents and Service Requests) through their life cycle Resolving access related problems such as password, account lockouts etc Setting up accounts for Avon staff and approved contractors in accordance with documented security protocols, ensuring that they know how to log in Administer Microsoft 365 access; create, edit and delete accounts including privilege users; investigate and troubleshoot faults reported. Support the company end user device estate, including troubleshooting issues as well as managing security patching and updates as well as proactive maintenance in line with company processes. Respond to, investigate, diagnose, and resolve local and remote colleagues' software issues raised on ServiceDesk+ Liaising, supervising and assisting visiting engineering and technical staff. If you are confident, and have experience as an IT Support, please do contact me (United Kingdom) or email me on (see below)! I look forward to speaking with you.
Role: Service Analyst Location: Cleveland Ohio Salary: $40,000 - $55,000 Are you a motivated and experienced IT Support with excellent knowledge and experience within high pressure environments and service delivery? Are you analytically, broad-minded, adaptable to change, and can collaborate and interact with others? Do you have a passion for providing technical design and support for all aspects of end user computing We are looking for a Computer Support Specialist to work on projects taking place for a very prestigious stoic organisation that many would fight for - Your role will involve working in a team, providing operational support and getting things done! This is a flexible role with hybrid opportunities Ideal Candidate: Good communication skills (written and aural) Good level of understanding of Office 365 and other end user technologies and devices ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks in managing Incidents and Changes and User Requests through their life cycle Experience in an IT service team role in an SLA governed environment Experience of working in a Service Management team Experience in Reduction of Incident/Problem volumes & Service Improvement and/or Continuous Improvement activities Experience of providing support in a manufacturing environment Working knowledge of the Avon's chosen service management tool or other comparable Service desk tool sets Knowledge of reporting methodologies and good communication skills High level of expertise in providing IT support face to face, over the phone and via ROTS Some networking experience would be ideal AntiVirus and intrusion detection systems Wired and wireless print management solutions A detailed and demonstrable understanding of how Office 365 licensing works, including the different licence options and what you get with them. Practical experience supporting a variety of hardware types including Apple and Lenovo laptops and desktops, Apple iPhone and iPad. in Mac iOS, printers and scanners. A detailed and demonstrable working knowledge of networking protocols and routing, including the OSI model, TCP, IP, FTP, SSL, HTTPs and SMTP. Strong inter-personal skills, including the ability to listen, influence and communicate with various audiences providing an exemplary customer experience. Excellent organisational skills with proven ability to work under pressure and to agreed SLAs. If the role sounds of interest, do not hesitate to submit your CV
05/03/2024
Full time
Role: Service Analyst Location: Cleveland Ohio Salary: $40,000 - $55,000 Are you a motivated and experienced IT Support with excellent knowledge and experience within high pressure environments and service delivery? Are you analytically, broad-minded, adaptable to change, and can collaborate and interact with others? Do you have a passion for providing technical design and support for all aspects of end user computing We are looking for a Computer Support Specialist to work on projects taking place for a very prestigious stoic organisation that many would fight for - Your role will involve working in a team, providing operational support and getting things done! This is a flexible role with hybrid opportunities Ideal Candidate: Good communication skills (written and aural) Good level of understanding of Office 365 and other end user technologies and devices ITIL V3 Service Management Foundation or demonstrable knowledge of using other IT Service Management frameworks in managing Incidents and Changes and User Requests through their life cycle Experience in an IT service team role in an SLA governed environment Experience of working in a Service Management team Experience in Reduction of Incident/Problem volumes & Service Improvement and/or Continuous Improvement activities Experience of providing support in a manufacturing environment Working knowledge of the Avon's chosen service management tool or other comparable Service desk tool sets Knowledge of reporting methodologies and good communication skills High level of expertise in providing IT support face to face, over the phone and via ROTS Some networking experience would be ideal AntiVirus and intrusion detection systems Wired and wireless print management solutions A detailed and demonstrable understanding of how Office 365 licensing works, including the different licence options and what you get with them. Practical experience supporting a variety of hardware types including Apple and Lenovo laptops and desktops, Apple iPhone and iPad. in Mac iOS, printers and scanners. A detailed and demonstrable working knowledge of networking protocols and routing, including the OSI model, TCP, IP, FTP, SSL, HTTPs and SMTP. Strong inter-personal skills, including the ability to listen, influence and communicate with various audiences providing an exemplary customer experience. Excellent organisational skills with proven ability to work under pressure and to agreed SLAs. If the role sounds of interest, do not hesitate to submit your CV