Job Title: Service Desk Analyst (Perm position) Location: Bishops Cleeve Salary: £32,500 plus car allowance and benefits In a Nutshell My Client has a fantastic opportunity at their Cheltenham office. As a Service Desk Analyst, you will provide outstanding customer service by resolving incidents on the first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve. Let's cut to the chase, what's in it for you £32,500 plus car allowance and benefits Agile working possible (dependent on role) Up to 33 days annual leave plus bank holidays Private Healthcare Enhanced maternity, paternity and adoption leave Competitive contributory pension scheme Life assurance - 4 x your annual salary Share incentive schemes Employee rewards portal with many more benefits In return, what we would like from you Behave in line with our company values - Integrity, Caring and Quality Previous experience in customer service role within the IT sector Experience on a Service Desk Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads Excellent customer service skills Excellent interpersonal skills both face to face and over the phone Hold a full UK driving license Desirable Ability to quickly learn & understand user requirements A desire to learn and grow within the team Ability to work on own initiative Microsoft Windows 11 Microsoft Office 365 Admin Centre Microsoft Active Directory More about the Service Desk Analyst role Work with the Service Desk team: Log incidents by phone into our ticketing system. Ensure the ticket is correctly categorised and prioritised. Demonstrate excellent communication skills over telephone & email. Develop and maintain self-service documentation. Responsible for keeping the user informed on the progress of their support ticket. Escalate tickets where required to other teams within the department Work with the team to reduce repeatable incidents. Work with the department to provide services to all users: May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets). Maintain users (Account Configuration, Starters & Leavers, Support New Starters). Travel to regional & site-based offices when required (Transport may be provided). Support and troubleshoot services and components: Provide 1st line support on all allocated tickets. Update, process and maintain documentation. Communicate and escalate known/reoccurring issues to the Service Desk Manager. Provide training to end users and other members of IT staff as required. Adhere to the IT Security Policy at all times. Communicate with other members of the IT department to ensure internal SLAs are met. Please note - this role is based in the UK, therefore a right to work in the UK will be mandatory. Please apply if you are interested, alternatively you can reach out with your CV to (see below) Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
06/09/2024
Full time
Job Title: Service Desk Analyst (Perm position) Location: Bishops Cleeve Salary: £32,500 plus car allowance and benefits In a Nutshell My Client has a fantastic opportunity at their Cheltenham office. As a Service Desk Analyst, you will provide outstanding customer service by resolving incidents on the first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve. Let's cut to the chase, what's in it for you £32,500 plus car allowance and benefits Agile working possible (dependent on role) Up to 33 days annual leave plus bank holidays Private Healthcare Enhanced maternity, paternity and adoption leave Competitive contributory pension scheme Life assurance - 4 x your annual salary Share incentive schemes Employee rewards portal with many more benefits In return, what we would like from you Behave in line with our company values - Integrity, Caring and Quality Previous experience in customer service role within the IT sector Experience on a Service Desk Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads Excellent customer service skills Excellent interpersonal skills both face to face and over the phone Hold a full UK driving license Desirable Ability to quickly learn & understand user requirements A desire to learn and grow within the team Ability to work on own initiative Microsoft Windows 11 Microsoft Office 365 Admin Centre Microsoft Active Directory More about the Service Desk Analyst role Work with the Service Desk team: Log incidents by phone into our ticketing system. Ensure the ticket is correctly categorised and prioritised. Demonstrate excellent communication skills over telephone & email. Develop and maintain self-service documentation. Responsible for keeping the user informed on the progress of their support ticket. Escalate tickets where required to other teams within the department Work with the team to reduce repeatable incidents. Work with the department to provide services to all users: May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets). Maintain users (Account Configuration, Starters & Leavers, Support New Starters). Travel to regional & site-based offices when required (Transport may be provided). Support and troubleshoot services and components: Provide 1st line support on all allocated tickets. Update, process and maintain documentation. Communicate and escalate known/reoccurring issues to the Service Desk Manager. Provide training to end users and other members of IT staff as required. Adhere to the IT Security Policy at all times. Communicate with other members of the IT department to ensure internal SLAs are met. Please note - this role is based in the UK, therefore a right to work in the UK will be mandatory. Please apply if you are interested, alternatively you can reach out with your CV to (see below) Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Prestigious opportunity for a 1st Line Support Analyst within a growing technology team based in Manchester City Centre/Hybrid. Dedicated to providing exceptional 1st/2nd Line IT service, both remotely and on-site, this is a great time to join our success story! As one of our 1st Line Support Analysts, you will be responsible for:- Resolving 1st Line IT support requests Answering and logging IT helpdesk calls on our monitoring system Ensuring urgent matters are allocated appropriately to support members and calls are prioritised appropriately according to urgency and SLAs Adding to/creating an article in the knowledge base for support users or IT Support staff Carrying out regular system maintenance and backup checks Proactively creating and updating manuals and support desk knowledge base for 1st Line issues Escalating calls on grounds of complexity and/or urgency to 2nd line support If you possess a combination of some of the following skills, then LETS TALK! Experience supporting Windows and Microsoft products, remotely, over the phone and face to face. Experience working on a Help Desk providing 1st/2nd Line support. Desktop Support Managing IT hardware including laptops, desktops and mobiles Knowledge of network support including Switches and telephony Familiar with printers and scanners Microsoft Office Windows OS Active Directory In return, you will be rewarded with ongoing career development and training and the opportunity to work in a hybrid environment. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
05/09/2024
Full time
Prestigious opportunity for a 1st Line Support Analyst within a growing technology team based in Manchester City Centre/Hybrid. Dedicated to providing exceptional 1st/2nd Line IT service, both remotely and on-site, this is a great time to join our success story! As one of our 1st Line Support Analysts, you will be responsible for:- Resolving 1st Line IT support requests Answering and logging IT helpdesk calls on our monitoring system Ensuring urgent matters are allocated appropriately to support members and calls are prioritised appropriately according to urgency and SLAs Adding to/creating an article in the knowledge base for support users or IT Support staff Carrying out regular system maintenance and backup checks Proactively creating and updating manuals and support desk knowledge base for 1st Line issues Escalating calls on grounds of complexity and/or urgency to 2nd line support If you possess a combination of some of the following skills, then LETS TALK! Experience supporting Windows and Microsoft products, remotely, over the phone and face to face. Experience working on a Help Desk providing 1st/2nd Line support. Desktop Support Managing IT hardware including laptops, desktops and mobiles Knowledge of network support including Switches and telephony Familiar with printers and scanners Microsoft Office Windows OS Active Directory In return, you will be rewarded with ongoing career development and training and the opportunity to work in a hybrid environment. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
Your new company This Facilities Management business is in a great position to add another IT Security Officer to their team. You'll be based in their head office North of Salisbury so will require your own transport, but there is free parking available. You will be working for an organisation who provide services to the MOD and will be able to work on a hybrid basis, which will usually be 2 days a week on site just outside of Salisbury. Your new role As part of the IT Service Desk team, the IT Support Analyst will provide effective and efficient technical support to the clients' users (mainly over the phone, but also sometimes in person) to keep the business users productive. What you will be doing: Provide IT support to users via the IT Service Desk to ensure that our business can use IT Services as expected. Handle and manage incoming calls and online requests to the IT Service Desk, and log within the Service Management tool. Ensure that all IT Incidents and Service Requests are resolved in an effective, efficient, and customer-centric manner, with updates recorded in Halo as appropriate. Understand and follow agreed IT Service Management processes, and ensure colleagues are informed on the best way to interact with the IT Service Desk. Coordinate effectively with other IT Support Analysts and provide support and guidance to other IT department team members. What you'll need to succeed You must be eligible for SC clearance (lived and worked in the UK for the last 5 years minimum) Windows 11. Experience of integrating Service Management tools with other platforms to support continuous improvement. IT Service Desk reporting. Experience of hardware and software refresh initiatives, including provisioning of end-user devices. ITIL Foundation certification. What you'll get in return With a salary of up to £27,000 and a generous benefits package which includes access to industry-leading training/certifications, good pension, free parking, and you'll work alongside some highly experienced and talented colleagues to share knowledge (which is actively encouraged). There's also great opportunity to accumulate/stack holiday through their annual leave policy. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.
05/09/2024
Full time
Your new company This Facilities Management business is in a great position to add another IT Security Officer to their team. You'll be based in their head office North of Salisbury so will require your own transport, but there is free parking available. You will be working for an organisation who provide services to the MOD and will be able to work on a hybrid basis, which will usually be 2 days a week on site just outside of Salisbury. Your new role As part of the IT Service Desk team, the IT Support Analyst will provide effective and efficient technical support to the clients' users (mainly over the phone, but also sometimes in person) to keep the business users productive. What you will be doing: Provide IT support to users via the IT Service Desk to ensure that our business can use IT Services as expected. Handle and manage incoming calls and online requests to the IT Service Desk, and log within the Service Management tool. Ensure that all IT Incidents and Service Requests are resolved in an effective, efficient, and customer-centric manner, with updates recorded in Halo as appropriate. Understand and follow agreed IT Service Management processes, and ensure colleagues are informed on the best way to interact with the IT Service Desk. Coordinate effectively with other IT Support Analysts and provide support and guidance to other IT department team members. What you'll need to succeed You must be eligible for SC clearance (lived and worked in the UK for the last 5 years minimum) Windows 11. Experience of integrating Service Management tools with other platforms to support continuous improvement. IT Service Desk reporting. Experience of hardware and software refresh initiatives, including provisioning of end-user devices. ITIL Foundation certification. What you'll get in return With a salary of up to £27,000 and a generous benefits package which includes access to industry-leading training/certifications, good pension, free parking, and you'll work alongside some highly experienced and talented colleagues to share knowledge (which is actively encouraged). There's also great opportunity to accumulate/stack holiday through their annual leave policy. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found on our website.