Job Title: Technical Helpdesk Technician, 1st Line Support Length: 6 Month Contract Day Rate: £250 (Inside IR35) Location: Sheffield (Hybrid 3 days onsite) With around 1.2 million customers, my client serves a wide range of sectors, including big household names, government departments, public service organizations, small businesses, and start-ups. They focus on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, and Networked IT services. They provide these services through the largest UK network, offering both fixed and mobile communications. They also extend network IT services to corporate and public sector organizations, along with specialist services for IoT customers. Why This Job Matters This is an operational role accountable for: - Ensuring the in-life service experience for customers from order entry to operational service. - Monitoring network performance 24/7 and resolving issues causing outages or failures to meet KPI targets. - Managing all customer experience metrics. - Implementing effective and efficient management practices, including leadership and rota management. What I'll Be Doing - Your Accountabilities - Access and use customer information only as needed to perform operational duties, with additional authority required for other disclosures. - Answer calls within PCA targets using the agreed customer salutation. - Meet or exceed bespoke/customer-specific SLA's and internal performance measurements, managing internal and third-party suppliers. - Accurately log, update, and close event management tickets in a timely manner, taking corrective action when needed. - Maintain and enhance relationships with customers, suppliers, and business units to ensure prompt fault repair or order implementation, escalating areas of poor supplier performance as needed. - Ensure all agreed communication, notification, and escalation processes (both internal and external) are followed, including providing customer updates. Skills Required - Technical fault coordination and broad IT/communications understanding. - Flexibility and a strong team player attitude. - Excellent customer focus with an understanding of key customer requirements. - Experience in dealing with both internal and external customers/suppliers. - Proficiency in PC skills, including MS Office (Outlook, Word, Excel, PowerPoint). - Knowledge of various network technologies, including PSTN, mobile data, VOIP. - Service desk experience. - Desirable knowledge of line testing and network fault troubleshooting. - Experience in a fast-paced environment. Desirable Skills and Experience: - Experience working in a pressurized operational environment. - Proven ability to use Salesforce/Event Management Systems. - Familiarity with alarm management tools such as Manitou, What's up Gold, etc.
19/09/2024
Project-based
Job Title: Technical Helpdesk Technician, 1st Line Support Length: 6 Month Contract Day Rate: £250 (Inside IR35) Location: Sheffield (Hybrid 3 days onsite) With around 1.2 million customers, my client serves a wide range of sectors, including big household names, government departments, public service organizations, small businesses, and start-ups. They focus on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, and Networked IT services. They provide these services through the largest UK network, offering both fixed and mobile communications. They also extend network IT services to corporate and public sector organizations, along with specialist services for IoT customers. Why This Job Matters This is an operational role accountable for: - Ensuring the in-life service experience for customers from order entry to operational service. - Monitoring network performance 24/7 and resolving issues causing outages or failures to meet KPI targets. - Managing all customer experience metrics. - Implementing effective and efficient management practices, including leadership and rota management. What I'll Be Doing - Your Accountabilities - Access and use customer information only as needed to perform operational duties, with additional authority required for other disclosures. - Answer calls within PCA targets using the agreed customer salutation. - Meet or exceed bespoke/customer-specific SLA's and internal performance measurements, managing internal and third-party suppliers. - Accurately log, update, and close event management tickets in a timely manner, taking corrective action when needed. - Maintain and enhance relationships with customers, suppliers, and business units to ensure prompt fault repair or order implementation, escalating areas of poor supplier performance as needed. - Ensure all agreed communication, notification, and escalation processes (both internal and external) are followed, including providing customer updates. Skills Required - Technical fault coordination and broad IT/communications understanding. - Flexibility and a strong team player attitude. - Excellent customer focus with an understanding of key customer requirements. - Experience in dealing with both internal and external customers/suppliers. - Proficiency in PC skills, including MS Office (Outlook, Word, Excel, PowerPoint). - Knowledge of various network technologies, including PSTN, mobile data, VOIP. - Service desk experience. - Desirable knowledge of line testing and network fault troubleshooting. - Experience in a fast-paced environment. Desirable Skills and Experience: - Experience working in a pressurized operational environment. - Proven ability to use Salesforce/Event Management Systems. - Familiarity with alarm management tools such as Manitou, What's up Gold, etc.
Michael Page Technology
Stoke-on-trent, Staffordshire
join a fast-paced and dynamic IT Team. Based at the companies Stoke-On-Trent offices Client Details The largest integrated forestry business in the UK operates across five main divisions: tree nurseries, forestry management, sawmilling, timber manufacturing, and energy. With a turnover of approximately £700 million and a production capacity exceeding 1.2 million m³ of sawn timber annually, this company became part of Europe's largest group in the sawmill and solid wood processing industry following its acquisition in early 2022, which brought together a cumulative annual turnover of €2.6 billion and around 5,000 employees. Description Providing 1st line technical support to users by, monitoring and prioritizing, user requests using our IT helpdesk system, ensuring all user tickets are assigned, responded to and closed off within SLA. Diagnosing software and hardware problems, as well as undertaking repairs and upgrades. Monitoring alerts and acting as first response, escalating where required. Monitoring and maintaining backup systems across the business. Assisting in the installation and configuration of new Servers, networking infrastructure and other IT equipment across the business. Computer, Tablet, and mobile phone builds, rebuilds and configuration. Telephony configuration and management. Office 365 Support Providing support when required to the broader IT team including Infrastructure, Software and Security Teams. Profile Already an experienced IT Infrastructure Support Technician, providing support to a large and growing business, you'll have diverse and well-rounded knowledge of desktop, laptop and server support. In addition, you'll have: Excellent understanding of Windows 7, 10 and Windows 11 Operating Systems, covering installation, configuration, and fault-finding activities. Experience of Microsoft Office 365 support. Excellent communication and problem-solving skills In addition, any familiarity with Windows Server, including Active Directory, Linux, VMware and backup systems would be beneficial but not required as on the job training will be provided Job Offer A competitive annual salary of between £25,000 - £30,000 Comprehensive benefits package ( TBC ) Please note this role requires the successful applicant to work fully on site/no hybrid working Please note this role does not support candidates requiring sponsorship
19/09/2024
Full time
join a fast-paced and dynamic IT Team. Based at the companies Stoke-On-Trent offices Client Details The largest integrated forestry business in the UK operates across five main divisions: tree nurseries, forestry management, sawmilling, timber manufacturing, and energy. With a turnover of approximately £700 million and a production capacity exceeding 1.2 million m³ of sawn timber annually, this company became part of Europe's largest group in the sawmill and solid wood processing industry following its acquisition in early 2022, which brought together a cumulative annual turnover of €2.6 billion and around 5,000 employees. Description Providing 1st line technical support to users by, monitoring and prioritizing, user requests using our IT helpdesk system, ensuring all user tickets are assigned, responded to and closed off within SLA. Diagnosing software and hardware problems, as well as undertaking repairs and upgrades. Monitoring alerts and acting as first response, escalating where required. Monitoring and maintaining backup systems across the business. Assisting in the installation and configuration of new Servers, networking infrastructure and other IT equipment across the business. Computer, Tablet, and mobile phone builds, rebuilds and configuration. Telephony configuration and management. Office 365 Support Providing support when required to the broader IT team including Infrastructure, Software and Security Teams. Profile Already an experienced IT Infrastructure Support Technician, providing support to a large and growing business, you'll have diverse and well-rounded knowledge of desktop, laptop and server support. In addition, you'll have: Excellent understanding of Windows 7, 10 and Windows 11 Operating Systems, covering installation, configuration, and fault-finding activities. Experience of Microsoft Office 365 support. Excellent communication and problem-solving skills In addition, any familiarity with Windows Server, including Active Directory, Linux, VMware and backup systems would be beneficial but not required as on the job training will be provided Job Offer A competitive annual salary of between £25,000 - £30,000 Comprehensive benefits package ( TBC ) Please note this role requires the successful applicant to work fully on site/no hybrid working Please note this role does not support candidates requiring sponsorship
Redcare Technical Helpdesk Technician Candidate must be eligible to obtain BPSS. Duration: 6 months Location: Sheffield. Attendance to Sheffield office 3 days per week is mandatory. Top Requirements: Network and telephony experience (Open Reach/Exchanges/PSTN/ADSL/Ping tests/Dial tone checks - anything telephony networks would be a massive advantage) Experience of working in a service desk environment - calls/emails/ticket logging. Day to day responsibilities: Take incoming calls from alarm engineers, alarm companies and alarm receiving centres. Manage incoming email ingress from the same types of people. Manage tickets on Salesforce from an incident management perspective, taking through from initial logging to resolution. Chase resolving teams for resolutions in a timely manner. Line tests on PSTNS, Broadband faults for the ultimate devices, assist with install of new devices, work with alarm company engineers to diagnose and troubleshoot faults, arrange for replacement devices to be sent out. Managing tickets for CCTV surveillance, same as above.
19/09/2024
Project-based
Redcare Technical Helpdesk Technician Candidate must be eligible to obtain BPSS. Duration: 6 months Location: Sheffield. Attendance to Sheffield office 3 days per week is mandatory. Top Requirements: Network and telephony experience (Open Reach/Exchanges/PSTN/ADSL/Ping tests/Dial tone checks - anything telephony networks would be a massive advantage) Experience of working in a service desk environment - calls/emails/ticket logging. Day to day responsibilities: Take incoming calls from alarm engineers, alarm companies and alarm receiving centres. Manage incoming email ingress from the same types of people. Manage tickets on Salesforce from an incident management perspective, taking through from initial logging to resolution. Chase resolving teams for resolutions in a timely manner. Line tests on PSTNS, Broadband faults for the ultimate devices, assist with install of new devices, work with alarm company engineers to diagnose and troubleshoot faults, arrange for replacement devices to be sent out. Managing tickets for CCTV surveillance, same as above.
Job Title: Technical Helpdesk Technician, 1st Line Support Length: 6 Month Contract Day Rate: £250 (Inside IR35) Location: Sheffield (Hybrid 3 days onsite) With around 1.2 million customers, my client serves a wide range of sectors, including big household names, government departments, public service organizations, small businesses, and start-ups. They focus on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, and Networked IT services. They provide these services through the largest UK network, offering both fixed and mobile communications. They also extend network IT services to corporate and public sector organizations, along with specialist services for IoT customers. Why This Job Matters This is an operational role accountable for: - Ensuring the in-life service experience for customers from order entry to operational service. - Monitoring network performance 24/7 and resolving issues causing outages or failures to meet KPI targets. - Managing all customer experience metrics. - Implementing effective and efficient management practices, including leadership and rota management. What I'll Be Doing - Your Accountabilities - Access and use customer information only as needed to perform operational duties, with additional authority required for other disclosures. - Answer calls within PCA targets using the agreed customer salutation. - Meet or exceed bespoke/customer-specific SLA's and internal performance measurements, managing internal and third-party suppliers. - Accurately log, update, and close event management tickets in a timely manner, taking corrective action when needed. - Maintain and enhance relationships with customers, suppliers, and business units to ensure prompt fault repair or order implementation, escalating areas of poor supplier performance as needed. - Ensure all agreed communication, notification, and escalation processes (both internal and external) are followed, including providing customer updates. Skills Required - Technical fault coordination and broad IT/communications understanding. - Flexibility and a strong team player attitude. - Excellent customer focus with an understanding of key customer requirements. - Experience in dealing with both internal and external customers/suppliers. - Proficiency in PC skills, including MS Office (Outlook, Word, Excel, PowerPoint). - Knowledge of various network technologies, including PSTN, mobile data, VOIP. - Service desk experience. - Desirable knowledge of line testing and network fault troubleshooting. - Experience in a fast-paced environment. Desirable Skills and Experience: - Experience working in a pressurized operational environment. - Proven ability to use Salesforce/Event Management Systems. - Familiarity with alarm management tools such as Manitou, What's up Gold, etc.
18/09/2024
Project-based
Job Title: Technical Helpdesk Technician, 1st Line Support Length: 6 Month Contract Day Rate: £250 (Inside IR35) Location: Sheffield (Hybrid 3 days onsite) With around 1.2 million customers, my client serves a wide range of sectors, including big household names, government departments, public service organizations, small businesses, and start-ups. They focus on four main product markets: Fixed Voice, Mobility, Fibre and connectivity, and Networked IT services. They provide these services through the largest UK network, offering both fixed and mobile communications. They also extend network IT services to corporate and public sector organizations, along with specialist services for IoT customers. Why This Job Matters This is an operational role accountable for: - Ensuring the in-life service experience for customers from order entry to operational service. - Monitoring network performance 24/7 and resolving issues causing outages or failures to meet KPI targets. - Managing all customer experience metrics. - Implementing effective and efficient management practices, including leadership and rota management. What I'll Be Doing - Your Accountabilities - Access and use customer information only as needed to perform operational duties, with additional authority required for other disclosures. - Answer calls within PCA targets using the agreed customer salutation. - Meet or exceed bespoke/customer-specific SLA's and internal performance measurements, managing internal and third-party suppliers. - Accurately log, update, and close event management tickets in a timely manner, taking corrective action when needed. - Maintain and enhance relationships with customers, suppliers, and business units to ensure prompt fault repair or order implementation, escalating areas of poor supplier performance as needed. - Ensure all agreed communication, notification, and escalation processes (both internal and external) are followed, including providing customer updates. Skills Required - Technical fault coordination and broad IT/communications understanding. - Flexibility and a strong team player attitude. - Excellent customer focus with an understanding of key customer requirements. - Experience in dealing with both internal and external customers/suppliers. - Proficiency in PC skills, including MS Office (Outlook, Word, Excel, PowerPoint). - Knowledge of various network technologies, including PSTN, mobile data, VOIP. - Service desk experience. - Desirable knowledge of line testing and network fault troubleshooting. - Experience in a fast-paced environment. Desirable Skills and Experience: - Experience working in a pressurized operational environment. - Proven ability to use Salesforce/Event Management Systems. - Familiarity with alarm management tools such as Manitou, What's up Gold, etc.
Our client a global enterprise that is disrupting the telecoms market has an opening for a Technical Helpdesk Analyst/Helpdesk Technician for a 6-month project. Responsibilities: Take incoming calls from alarm engineers, alarm companies and alarm receiving centres. Manage incoming emails Manage tickets on Salesforce from an incident management perspective, taking through from initial logging to resolution. Chase resolving teams for resolutions in a timely manner. Line tests on PSTNS, Broadband faults. Assist with install of new devices Work with alarm company engineers to diagnose and troubleshoot faults Arrange for replacement devices to be sent out. Managing tickets for CCTV surveillance, same as above. Required Skills: Network and telephony experience (Open Reach/Exchanges/PSTN/ADSL/Ping tests/Dial tone checks - anything telephony networks would be a massive advantage) Experience of working in a service desk environment, managing calls/emails/ticket logging Good customer service skills. Candidates must be willing to undergo BPSS Clearance
18/09/2024
Project-based
Our client a global enterprise that is disrupting the telecoms market has an opening for a Technical Helpdesk Analyst/Helpdesk Technician for a 6-month project. Responsibilities: Take incoming calls from alarm engineers, alarm companies and alarm receiving centres. Manage incoming emails Manage tickets on Salesforce from an incident management perspective, taking through from initial logging to resolution. Chase resolving teams for resolutions in a timely manner. Line tests on PSTNS, Broadband faults. Assist with install of new devices Work with alarm company engineers to diagnose and troubleshoot faults Arrange for replacement devices to be sent out. Managing tickets for CCTV surveillance, same as above. Required Skills: Network and telephony experience (Open Reach/Exchanges/PSTN/ADSL/Ping tests/Dial tone checks - anything telephony networks would be a massive advantage) Experience of working in a service desk environment, managing calls/emails/ticket logging Good customer service skills. Candidates must be willing to undergo BPSS Clearance
Role: Redcare Technical Helpdesk Technician Location: Sheffield (Hybrid - 3 days per week onsite) Duration: 6 months Day rate: £230 inside IR35 Role Description: This is an operational and in-life service management role, accountable for: The in-life service experience enjoyed by customers, from order entry through to and including operational service Network performance 24/7 & resolution of issues causing outages or failure to meet critical KPI target measures All customer experience metrics Effective & efficient management practices, leadership & rota management Technical fault co-ordination and wide IT/communications understanding Flexible attitude and team player Excellent Customer Focus and an understanding of Key Customer requirements Experience in dealing with internal and external Customers/Suppliers Values - To promote the key behaviours of Trustworthy, Drive for Results and Customer Connected. Good PC skills including MS Office suite (Outlook, Word, Excel, PowerPoint) Desirable Skills: Proven ability to use SalesForce/Event Management System Knowledge of Alarm Management tools via Manitou, What's up Gold, SalesForce etc
18/09/2024
Project-based
Role: Redcare Technical Helpdesk Technician Location: Sheffield (Hybrid - 3 days per week onsite) Duration: 6 months Day rate: £230 inside IR35 Role Description: This is an operational and in-life service management role, accountable for: The in-life service experience enjoyed by customers, from order entry through to and including operational service Network performance 24/7 & resolution of issues causing outages or failure to meet critical KPI target measures All customer experience metrics Effective & efficient management practices, leadership & rota management Technical fault co-ordination and wide IT/communications understanding Flexible attitude and team player Excellent Customer Focus and an understanding of Key Customer requirements Experience in dealing with internal and external Customers/Suppliers Values - To promote the key behaviours of Trustworthy, Drive for Results and Customer Connected. Good PC skills including MS Office suite (Outlook, Word, Excel, PowerPoint) Desirable Skills: Proven ability to use SalesForce/Event Management System Knowledge of Alarm Management tools via Manitou, What's up Gold, SalesForce etc