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An exciting opportunity has arisen for an experienced IT Service Desk Team Leader to join a growing and forward-thinking organisation in a newly created role. You'll lead a small but capable service desk team supporting approximately 260 users, while acting as the senior escalation point for complex issues and driving service improvements. The Role This is a player-manager position, ideal for someone who enjoys staying close to technology while developing and mentoring others. You will: Lead and support a team of 2 Service Desk Analysts Act as the primary 3rd line escalation point for BAU incidents and service requests Own day-to-day service desk operations and ensure strong SLA performance Work closely with wider IT teams on escalations, projects, and improvements Drive process improvements aligned to ITIL best practices Technology Environment You'll be working across a modern Microsoft environment, including: Microsoft 365 Azure / Entra ID Intune (endpoint management & MDM) PowerShell (automation & scripting) Jira / ITSM tooling Key Responsibilities Provide hands-on 3rd line support across cloud, endpoint, and identity services Manage user access, devices, and security controls following best practice Oversee device lifecycle, provisioning, and compliance Mentor and develop team members, supporting their technical growth Build strong relationships with internal stakeholders and external vendors Ensure accurate documentation and consistent service processes What We're Looking For Experience in a Service Desk Team Lead or Senior/3rd Line role Strong technical skills across M365, Azure/Entra, and Intune Scripting experience (PowerShell preferred) Knowledge of ITIL processes and service management principles Experience using tools such as Jira (or similar ITSM platforms) A proactive, hands-on mindset with excellent communication skills

Portfolio are proudly representing our client, a market leading SaaS business in their search for a Service Desk Analyst. Dealing with external software users, you will be the first line of support for those experiencing issues with the App or On-line platform. You will have good levels of technical ability, good customer service skills and capability to explain things simply to non-technical people! This is an ideal entry level role for anyone looking to progress in a service desk role with the relevant knowledge and experience! Job Purpose We are looking for a highly capable service desk analyst to assess and optimize the performance of our end-user software. You will be analysing the performance of IT systems, resolving IT equipment and software issues, and providing IT support to our clients and personnel through phone calls and emails. To ensure success as a service desk analyst, you should exhibit sound knowledge of IT system analysis and experience in an IT support role. A first-class service desk analyst will be someone whose IT expertise and customer service results in enhanced end-user support and system performance. Hours of work Rota basis of either 8:00am - 16:00pm, 8:30am - 16:30pm, 9:00am - 17:00pm, 9:30am - 17:30pm Day-to-day responsibilities: Provide all inbound support queries to the service desk via all Omni channels. Provide a response to all inbound email queries. Troubleshoot technical queries to identify the type of query raised and provide first time resolution to basic questions and training needs. Gather information from the client, investigating any complex technical issues and escalate second line support. Take ownership of any complex technical queries and keep regular contact with client ensuring any updates and resolutions are communicated to the client. Keep CRM (salesforce) up to date ensuring all calls are logged as cases, accurately against the correct account. Provide one to one training as and when required based on client's needs. Escalate any complaints which cannot be resolved at 1st touch to the customer care team. Always ensure Service Level Agreement adherence. Meet and exceed Key Performance Indicators. Arrange and sit Microsoft Teams meetings alongside clients with support queries. Required skills and experience In-depth and current knowledge of computer programs and hardware. Proficiency in customer relationship management (CRM) and task management software. Exceptional analytical and problem-solving skills. Advanced collaboration, communication, and interpersonal skills. Excellent organizational and time management skills. Benefits Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service (22 Days for Field Sales) Private health care cover after 5 years' service New business referral scheme Access to Health Shield Access to the EAP service Refer a friend scheme Paid birthday leave Pension scheme contribution increasing to 5% after 5 years' service and again to 7% after 7 years' service Group life insurance Eye care contribution Travel Season Ticket loan scheme Milestone recognition Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements Pace health Club (situated in the park Inn) discounted gym membership and spa treatments Park Inn 20% off food and drink New Century food and drink discount Revolution De Cuba food and drink discount Cycle 2 Work scheme after probationary period On site Gym Bright Exchange perks INDMANJ 51243LFR The Portfolio Group are acting on behalf of our client in recruiting for this position.

The IT Service Desk Analyst opportunity offers the chance to join a busy support function where your work directly impacts colleagues across the business, keeping systems running smoothly and ensuring users receive fast, effective technical support when they need it most. What's in it for you £120 per day PAYE on a rolling contract basis Predominantly remote working with limited office attendance Join an established support team of 18 technical professionals Exposure to a broad Microsoft and cloud-based technology environment Opportunity to develop experience within an ITIL-driven service desk function Varied workload supporting users across a large professional services environment Your responsibilities as IT Service Desk Analyst Act as the first point of contact for technical incidents, requests and queries Manage tickets through to resolution, ensuring service levels and KPIs are achieved Investigate, troubleshoot and resolve issues using internal knowledge bases and support tools Escalate complex issues with clear documentation and detailed troubleshooting records Maintain accurate ticket updates to manage user expectations throughout the resolution process Support workflow coordination, triage activities and performance reporting What we're looking for in an IT Service Desk Analyst Previous first-line technical support experience within a remote or service desk environment Strong knowledge of Microsoft 365 and related applications Experience using incident management platforms, including ServiceNow Knowledge of technologies such as Active Directory, Windows 10, SCCM, Azure, SharePoint, Mimecast, Sophos and cloud-based services Understanding of ticket management, incident resolution and ITIL-based support processes Working hoursRotating shifts of 8:00am-4:15pm, 8:45am-5:00pm and 9:45am-6:00pm. Expected office attendance is one day per week, with one full office-based week required approximately every eight weeks.If you're ready to take the next step as an IT Service Desk Analyst, apply today to be considered for this immediate opportunity.Candidate Source Ltd is an advertising agency. Once you have submitted your application it will be passed to the third party Recruiter who is responsible for processing your application. This will include holding and sharing your personal data, our legal basis for this is legitimate interest subject to your declared interest in a job. Our privacy policy can be found on our website and we can be contacted to confirm who your application has been forwarded to.

Do you crave a dynamic role where you can work both from the cosy confines of your home and our vibrant Head Office? We're on the hunt for remarkable individuals to join our rapidly expanding team. What you'll be doing As a member of our accomplished team of Analysts, you'll serve as the first point of contact for our Help Desk users. You'll answer incoming calls and emails, offering technical support and assistance to our esteemed clients. Troubleshooting issues through diagnostic tests and remote access will be your forte, aiming for a first-time resolution whenever possible. Deliver top-notch, professional, and friendly service to support our stellar reputation and aspire to be the very best. We'll equip you with the training and support needed to further your career in the world of IT. This is a full-time position, that operates on a rotational shift basis covering 1 in 3 weekends on duty. Role highlights Swiftly respond to customer queries via email or phone. Expertly determine the best solution based on customer-provided issue details. Skillfully diagnose system errors and other technical challenges. Keep detailed logs of events and problem resolutions. Stay proactive with follow-ups, ensuring customer satisfaction. Request feedback and monitor calls to enhance our training methods. Perform software installations or updates to address issues. Is this role for me? If you can confidently answer "Yes" to the following questions, this role is perfect for you: Can you write/speak Dutch fluently? Have you worked in a fast-paced Help Desk/Support Centre or Retail environment? Do you thrive in a target-driven environment, boasting excellent customer service skills? Can you communicate effectively over the phone with individuals of varying IT expertise? Does pressure fuel your performance, turning challenges into victories? Do you revel in taking ownership to secure successful resolutions? Are Tech-savvy, well-versed in hardware, software, databases, and remote access. Have a solid grasp of computer systems, mobile devices, and tech products. Ability to diagnose and resolve basic technical issues. What's in it for you? Enjoy 33 days of annual leave (inclusive of bank holidays). Take advantage of our travel pass loan and cycle to work scheme. Keep your eyes in top shape with free eye tests. Join our discounted Dental Care Scheme. Explore the option to purchase additional holidays. Access our childcare scheme to ease your responsibilities. Who are we? Starting our life in 1999, Retail Assist is a growing, award-winning technology company. Whether it's through our expert IT managed services, or our specialist software solutions, we work with a wide variety of clients to help them to deliver outstanding customer service. Some of our clients include Harvey Nichols, Signet, Selfridges, Dufry (World Duty Free Group), White Stuff, Best Food Logistics, Whistles, Hobbycraft, Mint Velvet, Vue International and many more. If you're on the lookout for your next career leap and a chance to leave your mark, look no further-we're here, eagerly awaiting your arrival. Join us today!

An impressive global firm is looking for an enthusiastic IT Helpdesk Analyst to join its sizeable technology team in south-west London. Please note the role is primarily office based but you will be able to work from home one day per week. You will act as the first point of contact for internal IT queries so excellent communication skills and a friendly demeanour are essential. It is expected that you will have experience with Office 365, Active Directory, SharePoint, Teams and Entra.You will monitor, triage and resolve support tickets coming into the IT Service Desk, providing 1 st and some 2 nd line support for system and hardware issues. You will work with users to resolve technical problems and will escalate issues to 2 nd and 3 rd line engineers as needed.This is a great opportunity for a keen IT Support Analyst to work with cutting-edge software and network technologies across a broad range of platforms including Azure, Office 365, Exchange, and Windows Server, and join a household name that offers an outstanding range of benefits.

IT Desktop Support Analyst Tidworth, Wiltshire (SP9 7QD) Skills Desktop Support, IT Support, Windows 10, Windows 11, Microsoft Teams, SCCM, MECM, PC Imaging, Hardware Deployment, Office 365 £17.99 per hour PAYE (including holiday pay) 3 Month Contract Immediate Start Available 40 Hours Per Week Fully Office Based E-Personnel Recruitment is delighted to be recruiting for an experienced IT Desktop Support Analyst to join a busy IT support team based in Tidworth, Wiltshire. This is an excellent opportunity for a hands-on IT professional who enjoys supporting end users, deploying hardware and working within a fast-paced corporate environment. The Role As an IT Desktop Support Analyst, you will be responsible for configuring, deploying and supporting desktop equipment whilst providing excellent technical support to both office-based and remote users. You will play a key role in ensuring the smooth operation of IT services across the site. Key Responsibilities Build, image and configure PCs and laptops for deployment Install and deliver desktop equipment and peripherals Support Windows 10 and Windows 11 environments Provide desktop support to office-based and remote users Support Microsoft Teams and Office 365 applications Assist with desk moves, cabling and workstation setups Support corporate mobile phones and mobile applications Assist users with Multi-Factor Authentication (MFA) Support meeting room hardware and audio-visual equipment Manage IT assets, equipment returns and disposals Escalate incidents where required and follow IT support procedures Maintain accurate records and ensure compliance with company policies About You To be considered for this role, you should have: Previous IT Desktop Support, IT Support or Service Desk experience Experience building and imaging PCs Knowledge of SCCM, MECM or similar deployment tools Good knowledge of Windows 10 and Windows 11 Experience supporting Microsoft Teams and Office 365 Strong communication and customer service skills A full UK driving licence The ability to work in a hands-on environment involving the movement of IT equipment Security Clearance Requirements Due to the nature of this position, applicants must: Be a UK National Have lived and worked continuously in the UK for the last 5 years Be eligible to obtain Security Clearance Candidates who already hold BPSS or SC Clearance are encouraged to apply. Important Information Fully office-based position Own transport is essential due to the location and limited public transport links Immediate interviews available Hiring manager actively reviewing CVs Should your application be successful, you will be contacted shortly. Please note: The job title shown above may be different to local job titles used in the client's business and issued on their contract of employment. Thank you for your interest in our role. E-Personnel Recruitment endeavours to respond to all applications, however, due to the volume of CVs received, this may not always be possible. Apply in the strictest of confidence to E-Personnel Recruitment, specialists in Permanent & Temporary Recruitment and a member of the Recruitment & Employment Confederation (REC) which is the professional body for the recruitment industry.

IT Service Desk Analyst Swindon Immediate Start Are you passionate about technology and love helping others? Are you looking for an opportunity to forge a career within IT? Do you thrive in a fast-paced environment where every day brings new challenges? If so, we have the perfect opportunity for you! The role: 1st Line Support Help Desk IT Support Technician IMMEDIATE START £14.29ph (Circa £ 26,000) Swindon - on site 3 days per week (NON - NEGOTIABLE ) 35 hours per week. (Temporary with the possibility to go Permanent) Efficiently log IT incidents and service requests using our ticket system. Manage calls to the highest quality standard, including using a standard greeting, correct triage of calls, and explaining next steps when necessary. Perform remote troubleshooting through diagnostic techniques and ensure high-standard triaging of calls. Support a variety of technologies including Audio Visual systems, desk and mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications. Quickly escalate major incidents to IT management, obtaining detailed information about the incident and its impact. Maintain excellent communication skills and a strong desire to assist others.

We're seeking an IT Service Desk Team Lead to join a well-established and forward-thinking organisation, leading a small but highly capable Service Desk team that provides critical support across a global business. This is an excellent opportunity for someone who enjoys balancing hands-on technical support with people leadership and is looking to further develop their career within IT Service Management As IT Service Desk Team Lead, you'll play a key role in shaping the day-to-day IT support experience for colleagues across the organisation. You'll lead from the front, managing and developing a team of five Service Desk Analysts while remaining actively involved in incident resolution, escalations, and service improvement initiatives. This role offers genuine progression potential for an ambitious individual who wants to build upon their leadership experience and make a visible impact within a growing and evolving IT function. While the role is predominantly office-based to support collaboration and team leadership, there is flexibility for occasional home working where business needs allow. Key Responsibilities Lead, coach and develop a team of Service Desk professionals, fostering a positive and high-performing culture. Provide hands-on technical support and act as an escalation point for complex incidents and service requests. Oversee daily Service Desk operations, ensuring tickets are managed effectively and service levels are consistently achieved. Monitor performance metrics, identify trends, and drive continuous service improvement. Manage workload distribution, queue health, and resource planning to maintain excellent service delivery. Collaborate with wider IT teams to resolve high-impact issues and support service transitions. Ensure clear communication during incidents, service disruptions, and operational changes. Maintain and improve knowledge base documentation and support processes. Support asset management and lifecycle tracking within ITSM platforms. Gather user feedback and contribute to initiatives that enhance both service quality and user experience. We're looking for someone who combines strong technical support knowledge with a passion for developing people and improving services. You'll ideally have: Previous experience in a Service Desk Team Lead, Supervisor, or IT Support leadership position. Strong understanding of incident, request, and escalation management within an IT service environment. Experience managing, coaching, and motivating team members. Excellent communication and stakeholder management skills. A customer-focused mindset with a commitment to delivering outstanding user support. The ability to balance operational delivery with service improvement and strategic thinking. Experience working with ITSM tools and service management best practices. Salary up to £50,000. Permanent, full-time position. Flexible rotating shifts (8-4, 9-5 or 10-6). Predominantly office-based working with some flexibility for home working. A genuine opportunity to progress your leadership career within a supportive and evolving IT environment. EA First Ltd are acting as an Employment Agency for this permanent vacancy.

About Bodycote: We are a leading, global performance metallurgy business, improving properties and extending lives of our customers' products through advanced thermal and surface processing. Bodycote offers materials solutions for virtually every market sector with a focus on aerospace and defence, automotive, energy, industrial, consumer and medical. About the role: This role is designed to develop the technical, professional, and service management capabilities of an individual delivering supervised first-line IT support. The role is aligned to the Microsoft Azure Cloud Support Specialist Level 3 apprenticeship and combines on-the-job experience with a structured apprenticeship programme, enabling the individual to build capability progressively within a live IT service environment. The role is part of the IT Service Desk function and operates within an IT Service Management (ITSM) framework. The role holder will work under the guidance of the IT SDM, team leaders and senior analysts. Responsibilities: Service desk support: Act as a first point of contact for IT support via phone and self-service portal. Log, categorise, prioritise, and update incidents and service requests within the ITSM tool. Resolve common IT issues at first contact, following documented procedures. Escalate complex or unresolved issues in line with defined escalation paths. Ensure users are kept informed of progress in a professional and timely manner Learning & apprenticeship commitment: Participate fully in the apprenticeship programme. Complete required learning activities, assessments, and reviews. Apply learning directly to day-to-day service desk activities. Use feedback constructively to improve performance and capability Process, security & documentation: Follow approved standard operating procedures, runbooks, and working practices. Maintain accurate and complete ticket records. Contribute to knowledge articles as skills and confidence develop. Comply with information security, confidentiality, and data protection requirements Team & professional behaviours: Work collaboratively with colleagues across the service desk and IT teams. Demonstrate professionalism, reliability, and a customer-focused mindset. Show willingness to ask questions and seek support when required Required skills: Basic IT literacy (e.g. using computers, email, applications) Awareness of customer service principles Clear verbal and written communication Ability to follow instructions and procedures Basic problem-solving and organisational skills Willingness to learn and develop Professional and reliable approach to work Positive attitude toward helping others Entry requirements: 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3+ (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. For more information please visit the UK ENIC website. Working hours: 9am to 5pm, Monday to Friday with an hour's unpaid lunch break Benefits: Whether you're working in one of our state-of-the-art facilities, supporting clients on the ground, or contributing behind the scenes, you'll be part of a global community that values skill, reliability, and continuous improvement. We're in this together! At Bodycote, we recognise that our people want to grow, and take on new challenge, and we're committed to supporting that journey. While we continue to build structured pathways for career progression, it's a clear focus for us. We are creating more opportunities for internal mobility, whether that's moving between functions, stepping into new roles within our sites, or exploring options across our wider global business. If you're curious, ambitious, and ready to grow, we want Bodycote to be a place where you can build a long-term, evolving career. Future prospects: On successful completion of the apprenticeship, the individual may progress into an IT Service Desk Analyst role, subject to performance and business need. About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.

Company description: SGB Job description: Job Title: IT Service Desk Analyst Salary: Starting from £25,000 Location: Milton Keynes - Hybrid working Hybrid working Enhanced parental leave Eligibility to annual bonus scheme Access to a fantastic loan car scheme 25 days annual leave plus bank holidays Competitive pension 4x basic salary life assurance Why our IT Service Desk department? A quote from the hiring manager: "Our Service Desk thrives on a collaborative and supportive culture where everyone's ideas are valued. Our team is focused on delivering flawless IT services to our colleagues and is committed to staying ahead of industry trends, by innovating through technologies. We want to continuously improve our processes and deliver a fantastic service. This is a brilliant opportunity to join the IT department of a leading global brand" In this role you will: Act as the first point of contact for IT incidents and service requests. Log, prioritise and manage support tickets within the IT Service Management system. Resolve first-line support issues and escalate more complex incidents to appropriate teams. Monitor ticket progress and keep users informed to ensure service level targets are met. Liaise with users and technical support teams to facilitate timely issue resolution. Maintain IT support documentation and contribute to the knowledge base. Identify recurring issues and support service improvement initiatives. Ensure compliance with IT security, governance and company policies. Provide professional, customer-focused support at all times. Support user onboarding, account administration and equipment setup as required. About you: Customer service & customer understanding - delivering a service that makes the customer want to work with you and the business. Going above and beyond to understand the customer and ensure they feel understood. Communication - the ability to converse and relay information in a manner that means it can be received, both in written and verbal forms, tailoring your approach to enable you to communicate across all levels of stakeholders, colleagues and customers. Problem solving & decision making - demonstrate the ability to identify effective solutions to complex issues, working collaboratively with others to support informed and well-considered decision making. Collaboration/teamwork - the ability to work with others to achieve a common goal in a manner that encourages collaboration and a desire for joint success over individual achievement. Process improvement - the ability to critically evaluate and refine existing processes, assess the wider impact of potential improvements, and implement changes that enhance efficiency, effectiveness, and overall outcomes. Expertise/technical ability - the ability to evidence experiences within a specific field with continued, proven success. Closing date: 6th July 2026 Next steps: If you like the sound of this position, please apply today. A member of the Scania Recruitment team will contact you to discuss your application. If you are successful at that stage, you will be invited to have a conversation with the hiring manager. We understand that every candidate is unique, and we strive to accommodate your needs. If you require any adjustments during the application process, please reach out to our Recruitment Team, we'll be happy to discuss these with you.

We are currently recruiting for an IT Support Manager to join a well-established and highly successful business based in Luton on an interim/temp basis for an immediate start. This is a fantastic opportunity for an experienced IT professional to join the business at an exciting time, supporting a busy internal IT function and taking ownership of day-to-day operations whilst also leading a small team of 2. The business is looking for someone who can come in quickly and make an immediate impact, helping to support a number of ongoing projects whilst ensuring the smooth running of the IT support function. Longer term this is a permanent position and something that will be recruited for, meaning the person in this role could put themselves in the drivers' seat to be considered for that and first choice! But equally, if you're just free and looking to support the team for a few months, that'd be extremely helpful and of suit too. This role would suit someone who enjoys remaining hands-on technically whilst also leading and developing others. You'll act as the senior technical point of escalation within the team whilst managing two IT Support Analysts and helping to ensure the department continues to deliver an excellent service across the business. This is a hybrid role, with employees required to work from the Luton office three days per week. Hours are Monday to Friday, 9am - 5pm, with an hours break, a 35 hour working week in total. The salary on offer for this position is £43,000 - £48,000 depending on experience, so on a temp basis this would be weekly pay and a day rate of £165 to £185 + holiday pay. Duties: Line managing, mentoring and developing two IT Support Analysts. Managing day-to-day team administration including holiday planning, absence management and ensuring adequate site cover. Overseeing helpdesk activity and ensuring tickets and tasks are managed effectively. Acting as the senior technical escalation point for complex IT issues. Supporting and maintaining network infrastructure, servers and cloud-based systems. Liaising with stakeholders across the business, translating technical information into clear and understandable language. Ensuring high levels of system availability and coordinating preventative maintenance activities. Taking ownership of smaller technical projects including hardware upgrades, software updates and security improvements. Supporting the delivery of larger IT projects alongside the IT Manager. Creating and maintaining technical documentation, processes and standard operating procedures. Driving continuous improvement across IT support processes and service delivery. Candidate requirements: Previous experience in a busy, hands-on IT support environment. Previous experience managing, mentoring or leading junior team members. Strong technical knowledge across network infrastructure, server administration and Microsoft Office 365/Azure environments. Experience supporting business-critical systems and applications. Excellent communication skills with the ability to build relationships across all levels of the business. Highly organised with strong project coordination and workload management skills. A proactive and solutions-focused approach. Ability to prioritise effectively and work well under pressure. Experience supporting ERP systems would be advantageous, particularly Business Central. Looking for the next step in your career? Think Specialist Recruitment. Think Specialist Recruitment is an independent support staff recruitment agency based in Hemel Hempstead and working across the Herts, Beds and Bucks area. We specialise in permanent, temporary and contract recruitment with areas of expertise including: administration, customer service/call centre, PA/secretarial, human resources, accountancy and finance, sales admin/sales support, marketing and IT Helpdesk/IT support.

The Team Manager plays a pivotal role in leading and developing a high-performing team, ensuring operational excellence and exceptional service delivery. This position requires strong stakeholder engagement and relationship management skills, the ability to motivate and guide team members, and a proven track record in performance management. The role involves setting clear expectations, monitoring progress, providing constructive feedback, and fostering a positive and collaborative working environment. With excellent people skills and a performance-driven mindset, the Team Manager will drive continuous improvement, maintain high levels of team morale, and ensure business objectives are consistently met. The ideal candidate will have strong organisational skills, a deep understanding of Smart Metering Networks, and the ability to analyse complex technical information to support decision-making. They must thrive under pressure, demonstrate excellent problem-solving abilities, and apply ITIL best practices to enhance IT service management and delivery. Collaboration and clear communication across teams are essential to success in this role. This role is fully on-site in Manchester. Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies. As part of your duties, you will be responsible for: Leading and motivating a team of Service Desk Analysts, who play a critical role in delivering high-quality IT support to service users, internal stakeholders, and suppliers. The team is responsible for managing ticketing systems such as Remedy and ServiceNow, troubleshooting technical issues, and ensuring effective incident resolution-either directly or through supplier coordination. Driving performance to meet agreed objectives, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs). Regularly coaching and mentoring team members in line with personal development plans, focusing on both technical skills and soft skills to enhance service delivery. Developing Service Desk Analysts' skillsets to expand team capabilities and provide opportunities for career growth. Ensuring Service Desk Analysts meet their objectives and fulfil the responsibilities of their roles effectively and consistently. Undertaking HR activities such as 1-2-1 meetings, appraisals, disciplinaries, and return-to-work interviews in line with company policies. Handling formal escalations from the Service Centre, service providers, and service users, ensuring timely and satisfactory resolution. Qualifications and experience we consider to be essential for the role: Proven experience in a Service Desk or Customer Service environment. Previous supervisory or management experience, including the direct line management of team members. Strong stakeholder engagement skills, with the ability to communicate and build relationships at all organisational levels. Demonstrated ability to lead, influence, and develop both self and others, acting as a coach to guide and support team growth. Proven training skills to develop both individual and team performance. Excellent analytical, critical thinking, and problem-solving skills, with a track record of driving continuous service improvements. Ability to convey complex information clearly and adapt communication style to suit the audience. Knowledge of the regulatory environment and GDPR, ensuring compliance in all processes and interactions. Strong organisational and time-management skills, with the ability to prioritise effectively for both self and team. Adaptability and openness to change, with a willingness to embrace new ways of working in a fast-changing industry. Confidence in acting promptly and decisively when addressing issues or challenges. Skills and Personal attributes we would like to have: Smart Metering / Energy Industry Knowledge - Experience handling meter faults, connectivity issues, or providing technical support within the energy sector. Ticketing & Email-Based Support - Familiarity with platforms such as ServiceNow, Remedy, Zendesk, or similar CRM/ticketing systems for efficient incident resolution. Technical Troubleshooting (Non-IT Specialist) - Understanding of smart meter functionality, connectivity challenges, firmware updates, and common faults. Incident & Escalation Management - Skilled in logging, prioritising, and escalating issues appropriately to ensure timely resolution. Regulated Industry Experience - Background in utilities, telecommunications, or other compliance-driven sectors with high service standards. Customer-Centric Mindset - Committed to delivering exceptional service, ensuring customer and service provider issues are resolved effectively and efficiently. As part of a leading global analytics and digital solutions company, you can look forward to: A market competitive package and a rewarding pension. EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories. At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies. As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status. EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).

Digital Support Analyst Job Type: Contract Location: South London Day rate: Negotiable We are seeking a Digital Support Analyst to join our dynamic team. This role is crucial for ensuring the effective logging, monitoring, and resolving of Digital Support tickets, involving close liaison with in-house development teams, Business Analysts, and customer support teams across various European locations. You will play a key role in delivering exceptional digital support focused on customer service, adhering to company standards, and meeting agreed SLAs. Day-to-day of the role: Deliver day-to-day operational support to ensure systems and services are running effectively. Monitor performance, identify issues, and coordinate resolution efforts with internal teams and external partners. Support incident management processes, including triage, escalation, and effective communication. Collaborate with cross-functional stakeholders (e.g., IT, Digital, CRM, Martech, Vendors) to resolve issues and deliver improvements. Analyse trends and data to identify recurring issues and recommend proactive improvements. Contribute to projects, releases, and system enhancements, ensuring smooth implementation and business readiness. Document processes, controls, and procedures to support operational consistency and knowledge sharing. Ensure compliance with internal policies, standards, and service level agreements (SLAs). Support continuous improvement initiatives, including automation and process optimisation. Required Skills & Qualifications: Proven experience in IT support, preferably within a retail business. E-commerce experience with knowledge of relevant systems such as Oracle, Azure, Hybris, Siebel, Adobe Campaign, and Data Warehousing. Strong problem-solving and analytical skills. Ability to manage multiple priorities in a fast-paced environment. Familiarity with ticketing systems (e.g., TopDesk, Jira) and incident management processes. Excellent communication skills, both written and verbal. Good understanding of data analysis and reporting tools is desirable.

Location: Birmingham - 5 days per week on site Contract: 3 months Overview Hays is partnering with a local council to recruit three Service Desk Support Analysts to join a dedicated Surge Team as part of a major finance transformation programme. The Surge Team has been established to stabilise, enhance, and accelerate performance across cashflow-critical and customer-facing transactional processes during a period of significant organisational change.You will play a key role in ensuring the smooth operation of access control, call and request workflows, and role management within a fast-paced Oracle Fusion environment. Key Responsibilities Provide 1st and 2nd line service desk support within an Oracle Fusion environment Support access control, calls and requests, and role-based activities Work closely with Finance, IT, HR, and Operational teams to ensure consistency and accuracy across Oracle Fusion processes Analyse recurring issues and process bottlenecks, providing clear and actionable recommendations to improve transactional service levels. Contribute to service stability during a high-volume transformation period Essential Skills & Experience Proven Oracle Fusion experience (essential), particularly relating to: Security and access controlRole managementCore transactional processes Strong background in a service desk environment, ideally within complex operational or finance settings Experience supporting: Access control processesTicketing or call-management systemsRole-based process design Ability to operate effectively in a fast-moving transformation programme with multiple stakeholders Excellent communication, analytical, and problem-solving skills If you're an organised, detail-focused finance professional looking for a short-term opportunity within a supportive local authority team, please send your updated CV. 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

Are you a naturally curious data professional or housing specialist who loves to get out from behind the desk? How about this role with a leading national Housing Association, as a specialist working in the Service Charge team. This isn't your typical, static finance role. If you want a position that blends sharp data analysis with real-world, hands-on property visits , this unique opportunity offers the variety you've been looking for. As a Service Charge Analyst, you won't just crunch numbers, you will tell the story behind them. You will get the chance to travel nationally to various housing schemes, verifying that the data on your screen matches the reality on the ground. What you'll be doing: Audit service charge schedules, spot discrepancies, and separate genuine errors from necessary adjustments. Travel to properties nationally to physically verify assets, ensure fair cost recovery, and review service delivery. Work closely with Asset and Housing teams to future-proof apportionment models and align data with lease agreements. Directly protect tenants and leaseholders by ensuring every single charge is transparent, fair, and legally compliant. What you need: An inquisitive "detective" mindset. You don't need to be a qualified accountant, but you must be highly analytical, comfortable with complexity. A background in service charge administration, property services, data analysis, or housing operations. Intermediate to advanced Excel skills and the ability to confidently navigate finance or housing management software. The ability to read and interpret complex residential leasehold and tenancy agreements to verify accuracy. Comfortable collaborating with internal leadership, regional asset teams, and external contractors. A full UK driving license and a willingness to undertake regular national travel for site visits. Why you'll love this job: Competitive Salary: circa £34k Work-Life Balance: 35-hour work week with hybrid working 50/50 between the Peterborough office and home. Perks: 28 days holiday, plus bank holidays, and your birthday off, plus the option to buy/sell more. Health & Wellbeing: comprehensive health cash plan, and excellent gym/retail discounts. Future-Proofing: Exceptional internal training, access to a Leadership Academy, and strong long-term career progression. Security: Top-tier pension schemes (including defined benefit options) and peace of mind life assurance. If you are thorough, love problem-solving, and are ready for a role with real movement and variety, apply today!

Are you a naturally curious data professional or housing specialist who loves to get out from behind the desk? How about this role with a leading national Housing Association, as a specialist working in the Service Charge team. This isn't your typical, static finance role. If you want a position that blends sharp data analysis with real-world, hands-on property visits , this unique opportunity offers the variety you've been looking for. As a Service Charge Analyst, you won't just crunch numbers, you will tell the story behind them. You will get the chance to travel nationally to various housing schemes, verifying that the data on your screen matches the reality on the ground. What you'll be doing: Audit service charge schedules, spot discrepancies, and separate genuine errors from necessary adjustments. Travel to properties nationally to physically verify assets, ensure fair cost recovery, and review service delivery. Work closely with Asset and Housing teams to future-proof apportionment models and align data with lease agreements. Directly protect tenants and leaseholders by ensuring every single charge is transparent, fair, and legally compliant. What you need: An inquisitive "detective" mindset. You don't need to be a qualified accountant, but you must be highly analytical, comfortable with complexity. A background in service charge administration, property services, data analysis, or housing operations. Intermediate to advanced Excel skills and the ability to confidently navigate finance or housing management software. The ability to read and interpret complex residential leasehold and tenancy agreements to verify accuracy. Comfortable collaborating with internal leadership, regional asset teams, and external contractors. A full UK driving license and a willingness to undertake regular national travel for site visits. Why you'll love this job: Competitive Salary: circa £34k Work-Life Balance: 35-hour work week with hybrid working 50/50 between the Camberley office and home. Perks: 28 days holiday, plus bank holidays, and your birthday off, plus the option to buy/sell more. Health & Wellbeing: comprehensive health cash plan, and excellent gym/retail discounts. Future-Proofing: Exceptional internal training, access to a Leadership Academy, and strong long-term career progression. Security: Top-tier pension schemes (including defined benefit options) and peace of mind life assurance. If you are thorough, love problem-solving, and are ready for a role with real movement and variety, apply today!