71 jobs found

2nd Line Support Engineer Provide exemplary IT technical support to our internal colleagues whilst demonstrating excellent customer service. While the service offer is consistent across all our geographies, presence and accessibility are key. Understanding the challenges and opportunities that our colleagues experience will allow us to bespoke our approach to delivering technical support. Whilst not limited to this, the type of technical activities to be undertaken could be anything from assisting with the installation, monitoring, maintenance, support, security, integrity and optimisation of IT hardware, software, and communication systems within agreed service levels. Key duties and responsibilities Encompass line manager responsibilities for a group of 2nd line support analysts based in the South region. The role holder will therefore be expected to manage, inspire and develop a group of individuals to successfully deliver high quality regional 1st line support services, ensuring quality customer experience is maintained. Key to the delivery of support is the troubleshooting and resolution of 1st line technical issues, hardware and application support queries and requests. Only escalating to senior members of the Service Desk and third parties when a thorough triage and recreation of the issue has been undertaken. This role acts as a gatekeeper to ensure only necessary escalations occur and encouraging an "always learning" approach to minimise unnecessary delays to ticket resolution. A proactive, not only reactive service that seeks to minimise the impact of technical issues by stopping them before they occur. Independently curious, evolving skills to respond to the ever-changing challenges associated with a rapidly changing IT offer. This means taking responsibility to understand the technology offer, how to support and ensuring the colleague experience is seamless. Thorough understanding of the elements of technology delivered across the organisation. Including (but not limited to) the preparation of endpoints, their life cycle support and subsequent decommissioning (agnostic of technology type). Incumbents of this role will be required to travel within the local geography to support specific issues and field-based colleagues. Critically the role holder will have empathy and patience, considering the user experience in every interaction. Carry out additional duties commensurate to the role. Substantive experience in a 1st and 2nd Line support. Proactive approach to minimising failure demand in service, learning from tickets and demonstrably reducing repeat issues. Technical Skill Set Effective troubleshooting skills with the ability to diagnose and resolve hardware and software issues or recreating to enable appropriate escalation. Experience of Operating Systems, basic networking, software installation and configuration, remote support skills and IT administrative tasks. Proactive nature and the ability to act upon initiative and effectively manage the workload with the ability to prioritise and work under pressure and to tight deadlines with a keen eye for detail. Highly effective interpersonal skills: flexible and committed, enthusiastic, takes ownership, promotes sharing of ideas and supports team members with their duties as required. Possess initiative, excellent organisational and communication skills with the ability to work independently. Self-motivated and enthusiastic with a solution focused, positive 'can do, will do' attitude, putting the customer at the heart of every interaction. Always curious with a willingness to learn and adapt to new technologies and processes. Azure Windows/O365/Entra/Active Directory VMWare Networking Principles Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

Service Desk Analyst 5 days a week on site Role Overview As a 1st / 2nd line Support Analyst in a team of Field Engineers and Support Analysts, you will be a key player in ensuring the smooth operation of the IT systems. Based at head office in Northampton, you will provide essential support to around 1000 users across multiple sites around the UK. You will provide support on a range of Microsoft based IT systems especially Microsoft 365 along with a range of bespoke applications. Your day-to-day responsibilities as part of the support team will be to: Respond to IT-related telephone calls and emails from colleagues, providing timely and effective support. Log and resolve IT requests within agreed targets. Administer the Microsoft Estate and other key business systems. Monitor and manage IT requests, coordinate projects, handle IT procurement requests, and oversee IT security administration. Oversee the Moves, Additions, Deletions, and Changes (MADC) process, including setting up new users on Microsoft 365. Monitor internal IT mailboxes and respond to colleague requests and automated alerts using the IT Service Management tool. Collaborate with third-party technology and support providers across applications, infrastructure, networking, and telephony. Maintain and update the IT SharePoint page, share best practices, and contribute to our technology knowledge database. Provide general help and advice to users, utilizing remote desktop tools. Your background: Experience as a 1st / 2nd line support analyst - service desk and deskside support Experience in IT administration and support of Microsoft-based systems specifically Microsoft 365, along with IP Telephony and networking Experience with FreshDesk or similar Retail or Automotive background would be beneficial

Location: Reed House, Norwich - with travel Salary: £26,666 - £36,665 per annum Hours: 36 hours per week - flexible options considered Contract Type: Permanent If you have exceptional customer service skills and want to make a real difference to people's lives, then this could be just what you've been looking for! Following an internal promotion, we're looking for a Desk Side Analyst to join us click apply for full job details

Experienced, hands-on Application Support Transition Analyst required to manage transition of enterprise applications into BAU support and ensure operational stability across Salesforce ecosystems and floorplan design platforms. Key Responsibilities Lead application transition, readiness, and knowledge transfer Support releases, stabilisation, and BAU operations Ensure complete support documentation and monitoring in place Manage incidents, problems, and changes (ITIL) Coordinate cross-team issue resolution and RCA Engage stakeholders and provide status reporting Essential Skills 5-7 years' experience in Application Support/Transition roles Salesforce (Data Cloud, CRM), MuleSoft, API integrations SaaS support within AWS/Azure environments Floorplan design tools experience (AutoCAD, Revit, ExpoCAD, Autodesk) ITIL processes and ITSM tools (ServiceNow/Jira) Strong stakeholder management, problem-solving, and communication skills Desirable Adobe Sign, DocuSign, Conga Hybrid role - 2 days per week in Richmond. upon Thames offices.

IT Infrastructure Support Analyst Brighton, Upto £40,000 + 20% Bonus + Excellent Benefits International consultancy firm with offices in Brighton are looking for a Technical Support Analyst to join its IT team. This role will support the organisation's core technical infrastructure, ensuring reliable, secure, and effective IT services across the business. You will provide technical support to users , maintain on-premise and cloud infrastructure , and work closely with internal teams and third-party vendors to support critical systems. Key Responsibilities Provide helpdesk and technical support across the business Support corporate infrastructure including cloud and on-premise systems Maintain Microsoft 365, Active Directory/Azure (Entra) environments Support virtualisation platforms such as VMware, Hyper-V, or Citrix Assist with security monitoring, disaster recovery, and infrastructure projects Work with third-party vendors and internal stakeholders Experience 3-5 years' experience supporting a corporate IT environment Experience with Microsoft 365, Azure/Active Directory Knowledge of networking (LAN/WAN/VLAN) and cloud environments Relevant Microsoft certifications (AZ-900/AZ-104) beneficial

EUC Analyst DGH Recruitment are currently recruiting on behalf of a leading client in the professional services industry who require a EUC Analyst to join the firm in London. You will be responsible for delivering a secure, reliable, and high-quality end-user computing environment across the firm including managing desktop technologies, endpoint management platforms, software deployment, collaboration tools, and user device lifecycle management. Please note this will be a hybrid role with 2 days a week required in the office. Key Responsibilities: Manage and maintain all aspects of the end-user computing environment including Windows desktops/laptops, mobile devices, and peripheral hardware. Administer and optimise Microsoft Intune / Endpoint Manager, ensuring secure and efficient device management, compliance, and software deployment. Manage desktop application packaging, testing, rollout, and version control in line with the firm's change management processes. Support the Office 365 suite, including Teams, OneDrive and SharePoint, ensuring applications meet business needs and operate smoothly for end-users. Work with the IT Security and Systems teams to ensure endpoint security tooling is effective, maintained, and monitored. Lead on Windows OS builds, OS upgrades, autopilot configuration, and general image management using modern cloud-based deployment methods. Key Skills: Microsoft Intune / Endpoint Manager administration. Build deployment using Microsoft Autopilot. Advanced knowledge of Windows 11 operating systems. Microsoft 365 administration including Teams, OneDrive, SharePoint, Exchange Online. Experience in application packaging (SCCM, Intune Win32 apps, Patch My PC or similar). Endpoint security management (Defender for Endpoint, AV/EDR tools, BitLocker and WDAC (App Control for Business . PowerShell scripting for automation and administration. Mobile Device Management (MDM) for iOS/Android. Experience supporting a 600+ user enterprise environment. Familiarity with ITIL-aligned processes. Experience with identity management technologies such as AAD, Conditional Access, MFA. EUC Analyst In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position. DGH Recruitment Limited acts as both an Employment Agency and Employment Business

Service Desk Analyst (Hybrid Edinburgh) Head Resourcing is pleased to bring you an exciting Service Desk Analyst position based in Edinburgh. This role will provide IT support to the end-user community, ensuring incidents and service requests are resolved within agreed service levels. It involves working closely with internal infrastructure teams and third-party suppliers to deliver effective support across desktop, hardware, software, and mobile technologies. The position is hands-on and suited to someone with strong technical ability and a customer-focused approach. Key Responsibilities Act as a single point of contact for end users for IT incidents and service requests Record and manage all requests accurately through the IT service management system Gather clear and detailed information to diagnose and resolve issues effectively Escalate and liaise with team members, service owners, internal teams, and third-party suppliers where needed Support laptops, desktops, mobile phones, and other business devices Provide technical support for projects, office moves, and other business needs Contribute to team meetings by sharing feedback, common issues, and solutions Travel to other sites when required Provide flexibility for occasional overtime and participation in the on-call rota Experience Knowledge and Skills Windows 10 and 11 support and configuration At least 2 years' experience in a Service Desk Analyst or 2nd line support role Microsoft Office support, including Word and Excel Basic laptop and desktop hardware setup and troubleshooting Windows Server file share support Basic on-premises Active Directory knowledge Experience using ServiceNow or a similar ITSM/ticketing system Personal Qualities Strong team player Customer-focused and professional Self-motivated with a positive attitude Able to prioritise workload effectively Strong collaboration and customer-facing skills Committed to delivering work to a high standard Salary Up to £32k depending on experience Ways of working 2 days per week onsite in Edinburgh On call rota (Paid in addition) If this sounds like you, we would like to hear from you!

JOB ROLE - APPLICATION SUPPORT ANALYST LOCATION - BIRMINGHAM (3 OFFICE DAYS PER WEEK) DURATION - FIXED TERM CONTRACT (RUNNING UNTIL END OF 2026) SALARY - £51,102 We are working with a Midlands based Purpose-Led Organisation who deliver care and community services at Scale, who are looking for an Application Support Analyst to join their Technology & Transformation team.You will be focused on providing 2nd and 3rd line support across key business systems, liaising with stakeholders on delivering system improvements, enhancements and testing, and you will support the Application Support Manager with ongoing development and optimisation of their applications. Specific experience with Housing Management Systems is essential. KEY RESPONSIBILITIES: - Act as 2nd and 3rd line support for key business systems.- Work with the Service Desk team to share knowledge and best practices. - Work with the Application Support Manager to identify and engage with business stakeholders to understand the business strategy and demands.- Contribute to the change and upgrade roadmap for key business systems. - Work with the Application Support Manager to plan and deliver upgrades and implementations with testing schedules and release programmes. KEY EXPERIENCE: - Experience working in Application Support/System Analysis Roles, particularly as a 2nd and/or 3rd line analyst.- Experience working with Housing Management Software, specifically with Northgate is desirable.- Experience of configuration, coding and testing within specialist applications.- Experience working with SQL databases, writing queries and stored procedures.- Experience of software testing and script development, in traditional and agile environments.- Stakeholder engagement and communication with the ability to hit the ground running in a fast-paced environment. We are an equal opportunity recruitment company. This means we welcome applications from all suitably qualified people regardless of race, sex, disability, religion, sexual orientation or age. We are particularly invested in Neurodiversity inclusion and offer reasonable adjustments in the interview process. Reasonable adjustments are changes that we can make in the interview process if your disability puts you at a disadvantage compared with others who are not disabled. If you would benefit from a reasonable adjustment in your interview process, please call or email one of our recruiters.

£30,000-£35,000 Kent Permanent We are looking for an IT Support Analyst to join a high-performing secondary school, supporting staff and students across a modern IT environment. This is an excellent opportunity for someone with 1-2 years' experience to develop their skills within a structured IT team and wider school network. Main Responsibilities Provide first-line IT support and resolve service desk tickets Support Windows devices, Microsoft 365 and user account Assist with hardware deployment, imaging and troubleshooting Maintain IT systems and documentation Escalate complex issues where required Skills / Experience Experience in an IT support or service desk role Microsoft 365 and Windows experience Basic Active Directory knowledge Strong troubleshooting and communication skills If you are looking to grow your career as an IT Support Analyst , apply today. GreatFind Recruitment offers a £200 Amazon voucher referral incentive, get in touch to find out more.

Forensic Technology/ Digital Forensics Manager London (hybrid) Opportunity to work for an outstanding company in the field. You will have a strong commercial background and client facing communication skills. Your experience is likely from a service provider or advisory firm. You will have an ability to collect data from various devices (Desktop, laptop, phones) but also from the cloud and more commercial enterprise wide systems e.g. global email etc. You will have experience with leading Digital Forensic tools e.g. EnCase, FTK, Cellebrite etc. You will have a strong academic background and likely a degree in a related subject. You will be able to attend the office and when required visit client sites. There are initially no direct reportees. You will collect data in a compliant manner so be familiar with ACPO and chain of custody. About Brimstone Consulting: We specialise in finding highly qualified staff in the following areas:Forensic Accounting & Fraud - (AML/CTF, Investigation, CFE s etc.); Legal and LegalTech (E-Discovery, Digital Forensics, EDRM); Big Data and Data Analytics- (MI/BI/CI);InfoSec and Cyber Crime; Audit; Accountancy and Finance; FinTech (Payments etc.);Risk - (Credit, Regulatory, Liquidity, Market, Analysts-SAS, SPSS etc.);Compliance/Corporate Governance ;IT- (full SDLC- BA s PM s , Architects, Developers etc.); Brimstone Consulting acts as an employment agency (permanent) and as an employment business (temporary) - a free and confidential service to candidates. Brimstone Consulting is an equal opportunities employer. Due to time constraints we can only reply to applicants that match our clients specifications. We may store applications in our cloud storage facilities that may include dropbox.

Important High Level Summary Notes Please read the below high-level overview carefully, and if this position is of interest please contact me directly for a chat - my details are below: Lorenz Pasch at Hays Recruitment For this role, you must be able to demonstrate: Hands-on ownership of Root Cause Analysis for major incidents (P1/P2) Experience applying structured RCA methodologies (5 Whys, Fishbone, Fault Tree, Kepner-Tregoe) Ability to analyse technical, process, and organisational causes of failure Experience working within Incident, Major Incident, and Problem Management functions Confidence to challenge engineering teams and vendors on root causes and corrective actions Experience producing high-quality RCA reports (timeline, impact, contributing factors, actions) This role is not suitable for candidates whose experience is limited to service desk, incident coordination, reporting/MI analysis, or supporting RCA without ownership. If your experience does not include the above, this role will not be a match. The Role A unique opportunity to join Hays, a FTSE 250 recruitment leader with a global footprint, undertaking a bold technology strategy focused on modernisation, digitalisation and innovation to power progress through people and market-leading technology. This role sits within Technology Operations and is responsible for leading root cause investigations across major incidents and recurring issues.You will work across engineering, operations, and vendor teams to identify underlying causes of failure and ensure sustainable corrective and preventative actions are implemented.This is a hands-on analytical role, requiring structured thinking, technical understanding, and the ability to influence outcomes without direct authority. What You'll Own Root Cause Analysis: Lead in-depth RCA across incidents and major incidents, identifying true root causes - not just symptoms. Problem Management: Support Identify patterns, trends, and systemic weaknesses. Drive actions to reduce repeat incidents and improve stability. Data & Investigation: Collect and analyse technical, process, and organisational data to build a complete view of failure points. Reporting & Documentation: Produce clear, structured RCA reports including timelines, impact assessments, and corrective actions. Stakeholder Collaboration: Work closely with engineering, operations, and vendor teams to validate findings and drive remediation. Continuous Improvement: Contribute to operational maturity by improving RCA quality, consistency, and effectiveness across the organisation. What We're Looking For You will bring experience from complex IT environments where incident volumes are high and service stability is critical. Key experience includes: Strong background in Problem Management, RCA, or Major Incident analysis Experience in enterprise IT operations environments Solid understanding of ITIL processes (Incident, Problem, Change) Ability to analyse complex technical and process-driven issues Strong written and verbal communication skills Confidence working with technical teams and challenging assumptions Why this role? Impact: Direct influence on reducing incidents and improving service stability Visibility: Work across engineering, operations, and senior stakeholders Complexity: Investigate issues across a global technology environment Ownership: Lead investigations end-to-end, not just support Contact Lorenz Pasch at Hays Recruitment. 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.

First Line Analyst L3 Join a leading independent technology and services provider as a First Line Analyst L3 Job Overview: We are looking for a proactive and customer focused Service Desk Specialist to join our team. In this role, you will be responsible for delivering high quality technical support and customer service across multiple channels, ensuring an exceptional experience for both internal and external stakeholders. You will act as a key point of contact for incident resolution, service requests, and escalations, while also supporting continuous improvement initiatives within the team. Rate£17.87/Hr through UMB£13.77/Hr through basic PAYE£15.63/Hr through Premium PAYE Contract 6 Months contract LocationRaynesway - Derby DE21 7BE Security Required:SC Clearance Key Responsibilities Managing inbound/outbound customer contacts either remotely or at customer site through a variety of channels.Ticket creation and management to ensure customer compliance Performing technical activities and resolving issues at first point of contact where applicableEvaluate escalations and action appropriately to ensure customer demands are met.Proactive cooperation with other team membersAbility to identify improvement ideas with team leaders to take further actions Floor walking and real-time assistance to colleagues/Team LeaderCollaboration and professional communication (client and internal)Involvement in the tasks below upon line manager's request:Handling queue managementQuality checks and feedback delivery to share with the team leaders to take further actions.Cooperation with other teams and resolver groups or 3rd partiesCreation of regular or ad-hoc reportsSupport the optimisation team and optimisation initiatives.Acting as role model to colleagues at junior level, and being able to impart knowledge and supportAbility to use, create and review knowledge articlesKnowledge Coaching & Feedback Key RequirementsWorks under supervision. Uses minor discretion.Able to follow instructions and procedures Uses information systems, technology functions and applications in line with IT industry standards as appropriate for the role. Demonstrates customer service abilitiesRoutine administrative skillsGood interpersonal skills, basic literacy, and numeracy skills to support customers in language.Demonstrates awareness of health and safety at work.We would expect extended understanding of PC usageStrong communication skills with a proactive approach to solutionsAt least 18 months experience of working at a service desk / call centreCustomer Service experience is essential at this level.Ability to perform ticket analysis and report on trendsAbility to handle excel, ppt at a basic levelAbility to work independently and meet deadlinesDemonstrate project management skills in account-related projectsAbility to adapt quickly to dynamic team environments to maintain consistent, effective contribution.Open to work in a 24/7 work environment Additional InformationInterview Process: Once profile shortlisted, an interview will be conducted How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #

Your new role Responsible for the adoption and use of information and digital technology, you will be part of a team that is responsible for the effective operation, support, and maintenance of existing operational technology systems, including technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC's, smartphones, tablets). You will also be responsible for the network infrastructure, including the provision of telephony, local and national network access: all of which are required to deliver and support properly engineered IT services and products essential to meeting the needs of the company. What you'll need to succeed Essential Skills and knowledge:Cloud Networking Skills (AWS or Azure)HP / Aruba switches knowledge essentialFortinet / Firewalls / migration experience essentialRouting/Switching and Firewall ExpertiseITIL understandingNetwork technology and telephony expertise Must have proven experience and ability to: Manage and support a variety of network services technology Maintain standards for security of information Dealing and responding to complaints Must be able to be SC cleared What you'll get in return Lucrative Pension Package Generous Holiday Package Extensive Benefits Package 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.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 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 at hays.co.uk

Service Desk Engineer Location: Head Office - Didsbury Salary: £25,574 Reporting to the Service Desk Team Lead, the Service Desk Analyst will be responsible for ensuring all incoming incidents and problems assigned to them are prioritised, analysed and then resolved as efficiently as possible click apply for full job details

First Line Analyst L3 Join a leading independent technology and services provider as a FLA L3 Job Overview: An opportunity has arisen for a First Line Analyst to join a service desk team for one of our prestigious customers. Rate£17.87/Hr through UMB£13.77/Hr through basic PAYE£15.63/Hr through Premium PAYE Contract 3 Months contract Location3 Golf Course Lane - Bristol Security Required: SC Clearance Key Responsibilities The role will focus on providing a top-class service as a first point of contact for anyone with IT-related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required. Key RequirementsBased on the customer site in Stevenage, you will be working in a small team working out-of-hours shifts, which is a mix of days and nights. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages; we welcome applications from people beginning their IT career and also more experienced service desk professionals. Additional InformationInterview Process: Upon profile shortlist interview will be conducted F2F How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #

First Line Analyst L3 Join a leading independent technology and services provider as a FLA L3 Job Overview: An opportunity has arisen for a First Line Analyst to join a service desk team for one of our prestigious customers. Rate£17.87/Hr through UMB£13.77/Hr through basic PAYE£15.63/Hr through Premium PAYE Contract 3 Months contract LocationHatfield AL10 9TW Security Required: SC Clearance Key Responsibilities The role will focus on providing a top-class service as a first point of contact for anyone with IT-related issues. The primary duties will include receiving and accurately logging incidents, then providing resolution wherever possible or passing them to the most appropriate technical team for resolution within agreed SLAs. Although this is a First Line Analyst role, there will be 2nd line aspects required. Key RequirementsBased on the customer site in Stevenage you will be working in a small team working out-of-hours shifts, which is a mix of days and nights. Prior technical knowledge of hardware and software is an advantage, but not vital as training is given to the successful applicants. Attitude and aptitude are as important as technical skills. The team has a wide range of experience with ages; we welcome applications from people beginning their IT career and also more experienced service desk professionals. Additional InformationInterview Process: Upon profile shortlist interview will be conducted F2F How to Apply: If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #

First Line Support L2 About the roleAs a First Line Analyst L2 with expertise in the IT Domain, you will collaborate with our client's Team. You will be responsible for IT Technical Administration. Job DetailsDesk Operational Hours:7am until 7pm on a 7.5 hour rolling shift basis as outlined below.Monday to Friday:07:00 - 15:3008:00 - 16:3008:30 - 17:0009:00 - 17:3010:30 - 19:00Saturday and Sunday:07:00 - 15:3010:30 - 19:00 Job Description If you are rota'd to work a Saturday or Sunday you will get a Lieu Day off the following week between Tuesday and Friday as allocated by the Team Leader. Once fully trained and operational, you will be working 2 days from the Nottingham office and 3 days at home. Training:Training will be on the job side by side shadowing on site in the Nottingham office for 2 weeks as a minimum until you are comfortable and able to work with minimal support.Workload:There are 6 analysts on the team sharing a workload of approx. 1000 calls and 700 emails a month. Day-to-Day Activities: Taking incoming calls and emails via Genesys to log incidents into ITSM, capturing all the minimum data set required to progress the incident. We will try our best endeavours to resolve the issue at the first point of contact for the caller where is feasibly possible.Following knowledge processes for onwards assignment. Updating existing knowledge where processes have changed and creating new knowledge articles to close the knowledge gaps.Queue ManagementTaking Switchboard overflow calls when they are busy.Skills Required:Excellent customer service skills, focusing on the customer rather than the technical and being able to control a call.Excellent telephone manner and written capabilities and comprehension. Ideally, a proven track record in a contact centre environment is not essential.Ability to handle conflictThe ability to be flexible and adaptable to change, even if it is a total surprise.Focus on the customer experience.Team player with the ability to focus on the team progression and not just your own.Reliable with good timekeeping.Confidence to speak up and question the Status Quo in a healthy manner.Pattern recognition to spot trends.Ability to learn new software.Able to receive feedback well.Ability to improve your own learning. KPIs:Be able to answer a call within 30 seconds across the team.Have an abandoned call rate of less than 5% across the team.Be able to answer an email within 1 hour from the team.Score more than 90% on Quality Evaluations across the team. What's in it for you? - £16.35/Hr through UMB£12.60/Hr through basic PAYE£14.31/Hr through Premium PAYE Contract 6 Months contract LocationPheonix House Colliers Way, Phoenix Business park - Nottingham NG8 6A Next StepsOnce you've applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process. If your application is successful, you'll be involved in a live virtual interview with one of our client's hiring managers to get to know you better.We look forward to speaking to you! #

2nd Line Technical Support Engineer / IT Service Desk Analyst Join a busy IT Help Desk with a growing managed services team delivering IT support, Microsoft 365 administration and network support to UK clients. This hybrid role combines service desk, technical support and project work across diverse client environments click apply for full job details

Are you the kind of IT professional who loves getting to the root cause rather than putting out the same fires every week?We're looking for a Lead Problem Analyst/Problem Manager to take ownership of major incidents, known errors, recurring issues and system wide problems driving stability, performance, and continuous improvement across a modern, cloud centric IT environment. This is a hands-on, high impact role within a forward-thinking organisation that invests heavily in technology, automation and service excellence. As our Lead Problem Analyst/Problem Manager, you will: Own and lead Problem Management & Known Error activities within SLA and KPI timeframes. Act as a 2nd/3rd-line escalation point for technical service issues whilst adhering to change and configuration management processes. Troubleshoot application specific, hardware, and endpoint problems. Provide support across Windows, Azure Virtual Desktop, Office 365, Active Directory/AAD, as part of problem management activities. Design automation to improve processes and reduce recurring incidents. Maintain and update the internal Knowledge Base for Problems, Known Errors and Workarounds. Support end-user computing (EU devices, mobile, printers) as part of problem investigations. Working closely with the Head of Technical Services and wider IT teams to drive operational excellence. If you're driven by solving complex issues, improving systems, creating lasting stability, and possess a combination of the following skills, we want to hear from you! Experience in IT support/problem management in a professional office environment. Strong troubleshooting and analytical skills with excellent attention to detail. Genuine passion for root-cause analysis and long-term issue eradication. Knowledge of Windows Server, Active Directory/AAD, Azure/O365 environments. Ctrix or Azure Virtual Desktop Ability to prioritise effectively and take full ownership of tasks. Collaborative team player who supports others and champions continuous improvement. Microsoft certifications or ITIL qualifications are advantageous but not essential. Apply today and become the force behind our long-term IT reliability and performance.In return, you will be rewarded with ongoing career development and training in addition to an enviable benefits package. 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.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. 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 at hays.co.uk

An automotive component manufacturer with sites across Europe requires an IT Service Desk Analyst to act as the first point of contact for all IT users within the automotive manufacturing organisation. The ideal candidate will have proven IT system knowledge. Commutable from: St Helens, Warrington, Halewood, Liverpool, Prescot, Knowsley, Widnes Salary: £28,000 - £33,000 p.a. Suitable for: IT Support Analyst, Service Desk Technician, Help Desk Analyst, IT Help Desk Technician, Desktop Support Analyst, Technical Support Analyst, IT Support Technician, First Line Support Analyst (1st Line Support), Help Desk Support Technician The Role Reporting into the IT Manager you will have the following duties: - Incident and request management logging and tracking user issues ensuring all incidents are assigned with the correct priority. - Technical support resolve common IT issues with hardware, software and network connectivity. - User access management The creation and deletion of user accounts. The Person Educated to a minimum of CompTIA level you will have the following experience: - A basic understanding of IT concepts with a willingness to develop deeper technical competence. - Proven ability to own tasks and see them through to completion. - Willingness to travel between your main site in the North West to the sister plant in the West Midlands. To apply for this opportunity please click to apply or contact Greg Kneuss at the Ethero office in Telford for further details.