Service Desk Manager – Birmingham (hybrid working, 1-2 days per week onsite)
Up to £45,000 PA plus excellent benefits
Service Desk Manager sought by a well-known and public-facing organisation with numerous sites spread across the county. The business is involved in significant, complex and critical logistical operations.
As a public-facing, Critical National Infrastructure business the Service Desk Manager will be a crucial component in ensuring the effective management of the service desk which supports circa 2000 users across the country and a vast array of business systems on a 24/7 basis.
Responsibilities:
• Oversee the whole service desk process including service requests, incidents and problem tickets
• Manage and co-ordinate urgent and complicated support issues and act as escalation point for all requests and incidents
• Manage Major Incidents and contribute to Problem Management reviews and process
• Help develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organisation and that of the new vendor
• Provide data and reporting of KPI’s and SLA’s and trends to IT department and others, as needed
• Drive root cause analysis and help develop strategies for improvement
• Work towards making the Service Desk overarch the IT processes and service delivery channel for the IT as a whole using ITIL as the framework
• To support the development of an effective and workable framework for managing and improving customer IT support in the organisation, especially through the transition period to a new service desk provider
• Work on assigned calls and take them through to resolution. To provide consistent, high quality documentation for all systems and processes
• To carry out Service Reviews with key internal and external suppliers
Requirements:
• Proven experience of managing a service desk operation in a busy/multisite environment
• Experience Managing service desk staff
• Excellent service management skills
• Extensive experience managing multiple third party suppliers, regularly reviewing their service and performance
• People management experience and demonstrated leadership skills
• Demonstrable ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non - technical staff across multiple disciplines
• Formal Training and advanced understanding of ITIL principles and practice
• Excellent customer service and communication skills
• Experience supporting and administering Windows operating systems (Windows desktop, Exchange, Active Directory, etc.)
Salary up to £45,000 PA for the right candidate. The role offers excellent benefits, including flexible working and one of the UK’s leading pension schemes.
You will be required to be on call 1 week every 4/5 weeks.
Location; Birmingham (hybrid working environment, 1-2 days per week onsite)
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3rd Line Infrastructure Support Engineer
£45k - £50k + benefits
An exciting and ambitious managed service provider (MSP) are looking for an experienced 3rd Line Engineer to join their team.
The role will require that you to provide high level infrastructure support to their SME sized clients, based at their HQ (North West London) with occasional client visits. Working as an escalation point for the service desk, you will be clearly identifying issues and troubleshooting through to resolution.
There is a great opportunity to be involved with some exciting projects as well as gain personal and career development within a fast-growing MSP and a great team.
Duties & Accountabilities:
Act as an escalation point for the service desk, responding to calls and tickets from clients, clearly identify issues, troubleshooting through to resolution.
Monitor systems and identify performance issues proactively
Work within strict SLA timeframes and manage escalation of incidents within defined timelines
Identify problem trends and implement changes as required
Identify, design and plan to ensure continued service availability and ensure all changes are carried out in a controlled and tested manor
Work with other functions within the business to help identify issues and requirements with a view to continued service improvement
Provide technical advice and recommendations for tickets assigned to 1st & 2nd line engineers, transferring knowledge to junior colleagues
Ensure work is completed in line with KPI targets and personal objectives.
Technology Requirements:
A strong background in Windows Server Support including Active Directory, Group Policy, DFS, DNS, DHCP, Powershell.
A strong background in working with MS Exchange / Office 365.
A strong background in virtualised environments, VMware and/or Hyper V.
Network Security Solutions / Support experience would be of benefit (not a requirement)
Understanding/knowledge of Microsoft Azure and Cloud Technologies
Understanding/knowledge of Sentinel / Defender suite would also be of benefit
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Mail Engineer – Exchange 2007
Up to £305 per day – Outside IR35
ASAP start
Contract until at least Mid-September but could extend
100% remote based in the UK
Working for a global software company we are looking for an Infrastructure Engineer who has extensive experience within Exchange 2007 / 2010 to assist with BAU support while the business ramp up their migration to the cloud – AWS.
Main Responsibilities
Responsible for support the companies technical infrastructure estate
Key knowledge of Exchange 2007 / 2010 / Exchange O365 / Cisco Ironport (desirable)
Manage mail migration from on prem to Office 365
Good solid understanding of Active Directory and understanding of group policy management
Solid understanding of Powershell / cmd line
Ensuring high availability of systems using company monitoring tools and proactive maintenance
Upgrades and OS maintenance work as and when required
Advise on best practice
Project delivery
Able to help design and implement high level documentation
Accountability:
Serve as a technical resource by providing support to multiple projects and business units
Ensure servers, appliances and Windows services including associated infrastructure is properly monitored
Ensure that alerts regarding related outages are addressed in a timely manner
Provide technical assistance and support, either formal or informal, for more junior team members and mentor new and inexperienced team members as required
Follow a strict change control process
Work to tight time scales / deadlines as and when required
Maintain and implement documentation in accordance with internal policies and procedures
To assist in release management and technical integration processes for projects
To investigate and solve technical problems and long-term outstanding issues for internal business units
Good understanding of Microsoft stack (Server, SQL, IIS, Clustering, AD including GPOs, WSUS)
To undertake any other duties commensurate with the grading of the post as may be instructed by management
Experience and qualifications
Understanding of core IT Concepts
Problem resolution and root cause analysis
Have a good understanding of ITIL practices
Solarwinds experience or a monitoring solution understanding
AWS / Azure / VMWare certifications or extensive experience beneficial
Help desk ticket interaction
Change process experience required
Solid MS Exchange 2007 / 2010 skills – MCSE / MCSA ideally
Solid O365 Exchange skills
Solid AD / Group policy skills – MCSE / MCSA ideally
Cisco Ironport management / implementation best practice
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Infrastructure Engineer
Up to £250 per day – Outside IR35
ASAP start
Contract until at least Mid-September but could extend
100% remote based in the UK
Working for a global software company we are looking for an Infrastructure Engineer who has broad experience within Active Directory, VMWare and Citrix to assist with BAU support while the business ramp up their migration to the cloud – AWS.
Main Responsibilities
Responsible for supporting the businesses technical infrastructure estate.
Good knowledge of Powershell / CMD line.
Good general understanding of VMWare.
Good exposure to Citrix Netscaler in terms of maintenance / management
Good solid understanding of Active Directory and understanding of group policy management.
Good understanding of Citrix services / application delivery / management
Ensuring high availability of systems using company monitoring tools and proactive maintenance.
Upgrades and OS maintenance work as and when required.
Advise on best practice.
Project delivery.
Able to help design and implement high level documentation.
Accountability:
Serve as a technical resource by providing support to multiple projects and business units.
Ensure servers, appliances and Windows services including associated infrastructure is properly monitored. Ensure that alerts regarding related outages are addressed in a timely manner.
Provide technical assistance and support, either formal or informal, for more junior team members and mentor new and inexperienced team members as required.
Continue to develop own skills and mentor other colleagues within the infrastructure team.
Have a keen interest in automation and be able to drive forward automation solutions / recommendations.
Follow a strict change control process.
Work to tight time scales / deadlines as and when required.
Maintain and implement documentation in accordance with internal policies and procedures.
To assist in release management and technical integration processes for projects.
To investigate and solve technical problems and long-term outstanding issues for internal business units.
Good understanding of Microsoft stack (Server, SQL, IIS, Clustering, AD including GPOs, WSUS)
To undertake any other duties commensurate with the grading of the post as may be instructed by management.
Experience and qualifications
Understanding of core IT Concepts.
Problem resolution and root cause analysis
Have a good understanding of ITIL practices.
Solarwinds experience or a monitoring solution understanding.
AWS / Azure / VMWare certifications or extensive experience beneficial.
Help desk ticket interaction.
Change process experience required.
VMWare 6.5+.
Citrix XenApp / XenDesktop 7.5+.
Active Directory and group policy’s.
Good background in Citrix Netscaler technology
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AV Service Delivery Manager – I am looking for someone who lives and breaths the world AV service. This position requires a technical AV VC individual who comes from the AV corporate or residential integration or on site market place. This is not a position based on site this is an office based position. You will need to be a highly organised individual who understands the ins / outs of the world AV service and maintenance. The role will see you being an integral part of the team who can take charge of all aspects of the service department / team and work to help deliver a first class service offering:
Role Overview:
1) Overall responsibility and ownership for customer service levels, client retention, Service Division performance, Service Level Agreement (SLA) and KPI achievement.
2) Management of the Service Team as well as being hands on, approachable and focused on both internal and external resolution.
3) Ownership of the Service Desk strategy. This includes planning, process implementation, improvement and updating, KPI setting and measurement
4) High levels of communication with all clients to ensure good relationships and high levels of customer satisfaction.
5) Creating and delivering weekly reports, regular performance analysis and client specific ticket reports. Metric driven.
6) Deal with any client complaints and manage escalations, where necessary.
7) Manage the process of fault resolution from taking the initial call, tech support, visit coordination, engineer visits with full knowledge of the issues, correct equipment and historical data from any previous visits through to report and resolution.
8) Management of communications to ensure returns, repairs and orders are documented, placed and goods received/delivered in an appropriate time frame.
9) Onboard new clients, including introductions and assignment of dedicated resource to ensure a seamless client experience. This will be achieved by ensure all departments collaborate and communicate on a continuous basis, sharing relevant information and up to date documentation.
If this is the new role that you are craving then please send me your full technical CV to find out more.
YOU MUST BE LIVING IN THE UK AND ALLOWED TO WORK HERE LEGALLY AND SHOW A CLEARLY DEFINED SKILL SET WITHIN THE CV
AV A/V A-V AUDIOVISUAL AUDIO-VISUAL AUDIO/VISUAL VC VIDECONFERENCE MTRS MTR CRESTRON LUTRON ILIGHT LIGHTING SOUND CEDIA MDU MDUS SMARTHOME AUTOMATION CONTROL AVIXA AUDIO AUDINATE DANTE QSYS Q-SYS DSP BI-AMP SERVICE MAINTENANCE PREVENTATIVE ITIL SUPPORT BUCKINGHAMSHIRE BERKSHIRE BRKS HERTS HERTFORDSHIRE LONDON OXFORDSHIRE BEDS BEDFORDSHIRE....Read more...
Sales and Estimating Executive
Lift Engineering Industry
Lift Sales background Essential
Monday to Friday - Office and Remote based
Billericay, Essex CM12 9TA
Up to £55,000 per annum
33 Days Holidays, Pension, Plus Company Car/Allowance, Life Assurance
Do you have Sales and Estimating experience within the lift industry? If so , then please read on
Our client is seeking a Sales Engineer with Estimating experience to join the team after a recent expansion. This role will include travel into London and Home counties.
The Role - Sales and Estimating Executive:
- Working with the Installation and Modernisation Team.
- Covering travel into London and home counties.
- Build solid relationships with both internal and external clients.
- Help the team inside and outside the company by getting and giving quotes for important tasks.
- Submit client tender returns and quotes from tender opportunities on time.
- Fix complex equipment issues and provide technical support.
- Keep track of quotes in a register, noting their current status, validity period.
- Join in on site surveys to figure out the needs for more complicated sales opportunities.
- Put together a pro sales package with extra business info and services to open up chances for cross-selling.
- Work a mix of in-office and client visits, with 3 days at the desk and 2 days out and about.
Key Requirements: Sales and Estimating Executive
- Previous experience within a Lift Sales / Estimating role or similar
- NVQ level 3 or equivalent in lift industry (engineering)
- Estimating or tendering experience within the same industry
- Site Management Safety course or equivalent would be beneficial
- Experience of selling lifts to a client base
- Ability to work to KPIs
- Ability to carry out site surveys and site visits
- Commutable to Essex,Billericay.
The Package - Sales and Estimating Executive
- Starting salary up to £55,000 per annum
- Hybrid working
- Life Assurance
- Monday-Friday working hours 8am-5pm
- Company Car or Car Allowance
- Free onsite parking
- 25 Days Holiday Plus bank holidays
- Pension
Interested? To apply for this Lift Sales Engineer position, here are your two options:
1. "This is the job for me! When can I start?" - Call now and lets talk through your experience. Ask for Emma Gilmore 0116 254 5411 between 8.30am - 5.30pm.
2. "I think I'm right for this position, but I'm not sure I have enough to get an interview" - Click "apply now" so I can read your CV and let you know or send me an email
PPDEL....Read more...