Role Overview As a 1st Line Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telecommunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuring compliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently. Responsibilities Adhere to IT support procedures and manage escalations effectively. Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues. Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail of completed work for management and engineering reference. Take ownership of a designated customer base, acting as the lead engineer from initial commissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs. Serve as the technical lead during customer service reviews. Manage customer expectations by regularly communicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience. Follow all established procedures, policies, and practices ensuring timely submission of business and financial reports. Continuously develop and apply personal knowledge and skills within the product and technology markets. Represent the organisation professionally in all interactions with customers and suppliers, both over the phone and in person. What you'll need to succeed Ability to work onsite at the Milton Keynes office 5 days a week, and work in 8-hour shift patterns once initial training is completed. Excellent verbal and written communication skills, with fluency in English (Spanish fluency is a bonus). Familiarity with VoIP, signalling, data networks, Firewalls, and IT security is advantageous but not essential. Strong team player with the ability to collaborate effectively with colleagues. Proficiency in Microsoft Office applications and general computer literacy. Ability to perform well under pressure and manage multiple tasks efficiently. What you'll get in return A competitive salary of £20,000 - £25,000 per annum, dependent on experience. 21 days of holiday (rising up to 25) per annum in accordance to their holiday policy. Comprehensive IT training is provided to support your professional development. 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 Hays EA is a trading division of Hays Specialist Recruitment Limited and 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.
13/03/2025
Full time
Role Overview As a 1st Line Support Analyst, you will provide essential first-line support to a global customer base, addressing application and telecommunication issues through phone and case management systems. You will work in shift patterns ranging from 8am to 11pm, with later shifts occurring once every six weeks as you gain more experience. Your role will involve ensuring compliance with IT support procedures and escalations, supporting the triage of support cases, and collaborating with senior IT support teams to resolve issues efficiently. Responsibilities Adhere to IT support procedures and manage escalations effectively. Assist in the triage of support cases and collaborate with senior IT support teams to resolve issues. Document root cause failures of systems or processes, update relevant databases with critical information, and maintain a technical audit trail of completed work for management and engineering reference. Take ownership of a designated customer base, acting as the lead engineer from initial commissioning through to ongoing management of queues and cases, ensuring adherence to contractual SLAs. Serve as the technical lead during customer service reviews. Manage customer expectations by regularly communicating status updates, analysing impacts, devising workarounds, and outlining next steps to ensure a superior customer service experience. Follow all established procedures, policies, and practices ensuring timely submission of business and financial reports. Continuously develop and apply personal knowledge and skills within the product and technology markets. Represent the organisation professionally in all interactions with customers and suppliers, both over the phone and in person. What you'll need to succeed Ability to work onsite at the Milton Keynes office 5 days a week, and work in 8-hour shift patterns once initial training is completed. Excellent verbal and written communication skills, with fluency in English (Spanish fluency is a bonus). Familiarity with VoIP, signalling, data networks, Firewalls, and IT security is advantageous but not essential. Strong team player with the ability to collaborate effectively with colleagues. Proficiency in Microsoft Office applications and general computer literacy. Ability to perform well under pressure and manage multiple tasks efficiently. What you'll get in return A competitive salary of £20,000 - £25,000 per annum, dependent on experience. 21 days of holiday (rising up to 25) per annum in accordance to their holiday policy. Comprehensive IT training is provided to support your professional development. 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 Hays EA is a trading division of Hays Specialist Recruitment Limited and 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.
As a Senior Digital Analyst in the ICT Enterprise Systems Team, you will lead on the continuous improvement of a key business critical system - iTrent. We are looking to fill a Senior position primarily to support iTrent, our HR & payroll system. The most important things we are looking for are: Essential - minimum of 5 years experience supporting, configuring and significantly developing the iTrent software and processes Essential - minimum of 5 years of experience using tools including Business Objects to fulfil workforce reporting requirements that inform analysis, decision-making and statutory reporting Essential - expertise in systems support or administration, maintaining, developing and reporting of other large Enterprise Resource Planning (ERP) systems Third party vendor management of applications that are externally hosted Knowledge of ITSM framework (user management, service and change management) Excellent communication skills - you will be supporting council staff as well as liaising with senior stakeholders/system owners and external suppliers Organisational skills - you may be responsible for multiple applications serving our residents' needs or internal users with complex business requirements Prioritisation skills - you will be supporting thousands of internal users and prioritising needs with resource management Sincerity and integrity - you can demonstrate that you work with honesty, trust and a one' organisation approach Experience of positive and effective teamwork - line managing and mentoring colleagues.
11/03/2025
Project-based
As a Senior Digital Analyst in the ICT Enterprise Systems Team, you will lead on the continuous improvement of a key business critical system - iTrent. We are looking to fill a Senior position primarily to support iTrent, our HR & payroll system. The most important things we are looking for are: Essential - minimum of 5 years experience supporting, configuring and significantly developing the iTrent software and processes Essential - minimum of 5 years of experience using tools including Business Objects to fulfil workforce reporting requirements that inform analysis, decision-making and statutory reporting Essential - expertise in systems support or administration, maintaining, developing and reporting of other large Enterprise Resource Planning (ERP) systems Third party vendor management of applications that are externally hosted Knowledge of ITSM framework (user management, service and change management) Excellent communication skills - you will be supporting council staff as well as liaising with senior stakeholders/system owners and external suppliers Organisational skills - you may be responsible for multiple applications serving our residents' needs or internal users with complex business requirements Prioritisation skills - you will be supporting thousands of internal users and prioritising needs with resource management Sincerity and integrity - you can demonstrate that you work with honesty, trust and a one' organisation approach Experience of positive and effective teamwork - line managing and mentoring colleagues.
Sustainability - Environmental Expert (ESG, NET ZERO, Strategy) - Banking Client - London, Paris, Brussels Duration: 1 year Freelance Contract Rate: Flexible 500 - 800 per day Hybrid Working: 4 days onsite in a month - the rest can be worked remotely (mandatory) UK consultants must work via an Umbrella Company Our Corporate Sustainability Office (CSO) is looking to expand its team with an environmental expert with a strong academic background and a proven history of assisting companies in their transition to net zero. My Clients Corporate sustainability Office is a small, diverse team reporting to the Chief Sustainability Officer . We are currently based in Brussels and London and open to new colleagues from all ESA branch locations! The main focus of the team is on our Environment, Workplace and Governance. In a nutshell: Embedding ESG strategy into the organisation and decision making Defining and implementation a NetZero Transition plan Measuring progress against ESG important metrics Keeping track of ESG regulations and leading implementation and compliance Producing the sustainability statements as part of the Annual Report, in line with CSRD requirements Reporting and communication to a wide range of collaborators Ensuring ESG is firmly Embedded into attitude and behaviour through training and engagement programmes at all levels The CSRD is reshaping ESG reporting, requiring businesses to disclose various metrics, making it a board-level priority. For 2024, sustainability trends emphasize renewable energy, sustainable finance, and climate technologies focusing on decarbonization and innovation. The clients, our environmental goals align with the CSRD, striving for Net Zero by reducing Scope 1, 2, and 3 emissions, concentrating on energy use, indirect emissions, and company travel. We're also working with suppliers to set their own Science-Based Targets by 2027. For all these undertakings and within the environmental stream, we collaborate closely with many stakeholders throughout the organisation and receive support from an ESG programme that helps maintain focus and assist with project management. We are seeking an Environment Manager/Expert with a strong academic background and a confirmed history of assisting companies in their transition to net zero. The ideal candidate will be instrumental in driving progress against our near-term and net zero dedication, in encouraging an environmentally conscious approach across the company and in ensuring compliance with relevant regulations. Key Responsibilities include: Stay abreast of environmental regulations, lead environmental audits and impact assessments and thereby ensure organisational compliance. Advise the organisation on environmental management systems and impact reduction strategies (including carbon insetting, offsetting ), and calculation methodologies, data switch Develop and implement environmental strategies that align with the company's strategic emission reduction plan, including processes such as TNFD, ICP Lead environmental training and engagement programs to embed sustainability into the company culture. Collaborate with various partners to promote and integrate environmental considerations into business operations. Support the preparation of sustainability statements as part of the Annual Report, in line with current environmental reporting requirements. Qualifications and desired skills: Master's degree in Environmental Science, Environmental Engineering, Sustainability, or a related field. Relevant certifications such as Certified Environmental Manager (CEM) or Registered Environmental Manager (REM) is desirable. Proven experience in environmental management, preferably within the financial or related industries. Strong understanding of environmental regulations, reporting standards and best practices Familiarity with ESG strategy implementation and monitoring . Experience with environmental data analysis and reporting. Proficient in the use of environmental management software and tools. ESG savviness and curiosity to continue to (self-)learn on evolving ESG market trends. Proactively improving your and the team's knowledge, eg by reading or networking externally Comfortable with working in a fast-changing environment, which means that assigned tasks and role can be subject to change over time Ability to lead and inspire change towards more sustainable practices. Excellent stakeholder engagement and communication skills. Ability to work independently and as part of a team. Strong project management skills with the ability to handle multiple initiatives simultaneously. Reporting: The Environment Manager will report to the Corporate Sustainability Office and work closely with senior managers and external partners to advance the company's environmental objectives. Please do send across to me the most up to date CV to (see below) *Rates depend on experience and client requirements
05/03/2025
Project-based
Sustainability - Environmental Expert (ESG, NET ZERO, Strategy) - Banking Client - London, Paris, Brussels Duration: 1 year Freelance Contract Rate: Flexible 500 - 800 per day Hybrid Working: 4 days onsite in a month - the rest can be worked remotely (mandatory) UK consultants must work via an Umbrella Company Our Corporate Sustainability Office (CSO) is looking to expand its team with an environmental expert with a strong academic background and a proven history of assisting companies in their transition to net zero. My Clients Corporate sustainability Office is a small, diverse team reporting to the Chief Sustainability Officer . We are currently based in Brussels and London and open to new colleagues from all ESA branch locations! The main focus of the team is on our Environment, Workplace and Governance. In a nutshell: Embedding ESG strategy into the organisation and decision making Defining and implementation a NetZero Transition plan Measuring progress against ESG important metrics Keeping track of ESG regulations and leading implementation and compliance Producing the sustainability statements as part of the Annual Report, in line with CSRD requirements Reporting and communication to a wide range of collaborators Ensuring ESG is firmly Embedded into attitude and behaviour through training and engagement programmes at all levels The CSRD is reshaping ESG reporting, requiring businesses to disclose various metrics, making it a board-level priority. For 2024, sustainability trends emphasize renewable energy, sustainable finance, and climate technologies focusing on decarbonization and innovation. The clients, our environmental goals align with the CSRD, striving for Net Zero by reducing Scope 1, 2, and 3 emissions, concentrating on energy use, indirect emissions, and company travel. We're also working with suppliers to set their own Science-Based Targets by 2027. For all these undertakings and within the environmental stream, we collaborate closely with many stakeholders throughout the organisation and receive support from an ESG programme that helps maintain focus and assist with project management. We are seeking an Environment Manager/Expert with a strong academic background and a confirmed history of assisting companies in their transition to net zero. The ideal candidate will be instrumental in driving progress against our near-term and net zero dedication, in encouraging an environmentally conscious approach across the company and in ensuring compliance with relevant regulations. Key Responsibilities include: Stay abreast of environmental regulations, lead environmental audits and impact assessments and thereby ensure organisational compliance. Advise the organisation on environmental management systems and impact reduction strategies (including carbon insetting, offsetting ), and calculation methodologies, data switch Develop and implement environmental strategies that align with the company's strategic emission reduction plan, including processes such as TNFD, ICP Lead environmental training and engagement programs to embed sustainability into the company culture. Collaborate with various partners to promote and integrate environmental considerations into business operations. Support the preparation of sustainability statements as part of the Annual Report, in line with current environmental reporting requirements. Qualifications and desired skills: Master's degree in Environmental Science, Environmental Engineering, Sustainability, or a related field. Relevant certifications such as Certified Environmental Manager (CEM) or Registered Environmental Manager (REM) is desirable. Proven experience in environmental management, preferably within the financial or related industries. Strong understanding of environmental regulations, reporting standards and best practices Familiarity with ESG strategy implementation and monitoring . Experience with environmental data analysis and reporting. Proficient in the use of environmental management software and tools. ESG savviness and curiosity to continue to (self-)learn on evolving ESG market trends. Proactively improving your and the team's knowledge, eg by reading or networking externally Comfortable with working in a fast-changing environment, which means that assigned tasks and role can be subject to change over time Ability to lead and inspire change towards more sustainable practices. Excellent stakeholder engagement and communication skills. Ability to work independently and as part of a team. Strong project management skills with the ability to handle multiple initiatives simultaneously. Reporting: The Environment Manager will report to the Corporate Sustainability Office and work closely with senior managers and external partners to advance the company's environmental objectives. Please do send across to me the most up to date CV to (see below) *Rates depend on experience and client requirements
