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.
1st Line IT Support Technician Permanent Cambridge (Hybrid) £24,000 - £28,000 (DOE) 1st Line IT Support Technician needed for a hybrid remote permanent position based in Cambridge. Start ASAP during Autumn 2024. A chance to join an established + growing IT services business. Previous IT Service Desk and Helpdesk experience is strongly preferred. Key skills, experience + tasks include: 1st line technical support for Windows/Microsoft technical environments. Logging calls, trouble-shooting, diagnosis + IT problem resolution to 1st line level. Providing remote IT support for end-users, escalating calls were necessary + managing IT incidents within agreed SLAs. Tech Environment: Windows, AD, O365, desktop PCs, laptops, tablets, mobile devices, MS Exchange, DNS/DCHP, VPNs, Firewalls, SharePoint, Azure AD. Benefits: £24-28k Salary (DOE) + Hybrid Remote (2 days/week WFH) + 25 days holiday (plus BHs) + pension + profit share + private healthcare + gym + free parking + enhanced maternity/paternity + more!
18/09/2024
Full time
1st Line IT Support Technician Permanent Cambridge (Hybrid) £24,000 - £28,000 (DOE) 1st Line IT Support Technician needed for a hybrid remote permanent position based in Cambridge. Start ASAP during Autumn 2024. A chance to join an established + growing IT services business. Previous IT Service Desk and Helpdesk experience is strongly preferred. Key skills, experience + tasks include: 1st line technical support for Windows/Microsoft technical environments. Logging calls, trouble-shooting, diagnosis + IT problem resolution to 1st line level. Providing remote IT support for end-users, escalating calls were necessary + managing IT incidents within agreed SLAs. Tech Environment: Windows, AD, O365, desktop PCs, laptops, tablets, mobile devices, MS Exchange, DNS/DCHP, VPNs, Firewalls, SharePoint, Azure AD. Benefits: £24-28k Salary (DOE) + Hybrid Remote (2 days/week WFH) + 25 days holiday (plus BHs) + pension + profit share + private healthcare + gym + free parking + enhanced maternity/paternity + more!
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