Manchester, England, United Kingdom Hybrid / WFH Options
Made Tech
client conversations and clearly articulate remediation plans in a way that is reassuring Solution focussed and outcome driven Service operations: Implement incident and problem management processes using best practice such as ITIL or Agile Service Management Coordinate and manage the resolution of major incidents and subsequent root cause … analyses Champion governance, risk and engagement processes and be responsible for others following the processes Manage change using robust change management processes that prevent scope creep Ability to manage workflows with popular ticketmanagement tools such as ServiceNow, Jira Service Desk, Zendesk etc Create, run and report … service into a Managed Service team Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers Team leadership: Coordinate knowledge management across a multi-disciplinary team Support and manage competing priorities Proactively identify more »
working across a broad range of technologies and liaising across multiple areas of the business to support incidents, problems and requests. Also responsible for ticketmanagement and escalation, explaining the solutions in technical and nontechnical terms. Technical skills/experience required: Previous experience within a Deskside support role … troubleshooting skills Able to identify, log and resolve technical problems with software, hardware and network systems Comfortable providing remote support when needed Exposure to ticketmanagement and response Excellent communication and stakeholder management skills This is an immediate requirement with interview slots available this/early next more »
service for our clients. Responsibilities: Technical Support: Provide 2nd line technical support to end-users, addressing hardware and software issues promptly and efficiently. Incident Management: Take ownership of customer incidents or service requests, seeing them through to resolution. TicketManagement: Monitor support ticket queues, ensuring timely … Experience: At least 4 years of experience in a commercial IT support environment, preferably within a Managed Service Provider. Technical Proficiency: Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL). Proficiency in diagnosing and troubleshooting complex IT issues. Knowledge of various versions of MS Windows, basic more »
problems, supporting standard software packages, and other general IT tasks Providing Hands and Eyes' support to other teams Processing documentation and knowledge base article management Using the onsite call management system to update calls and close calls to specific SLAs Perform stock control & asset management - ensuring the … part of a team. Experience and technical knowledge of IT, PC's/peripherals, and their architecture Break fix, IMACs, Incidents, Projects Experience with TicketManagement Comfortable with liaising and working alongside 3rd Parties Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
problems, supporting standard software packages, and other general "IT" tasks * Providing 'Hands and Eyes' support to other teams * Processing documentation and knowledge base article management * Using the onsite call management system to update calls and close calls to specific SLAs * Perform stock control & asset management - ensuring the … part of a team. * Experience and technical knowledge of IT, PC's/peripherals, and their architecture * Break fix, IMACs, Incidents, Projects * Experience with TicketManagement * Comfortable with liaising and working alongside 3rd Parties * Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
problems, supporting standard software packages, and other general 'IT' tasks * Providing 'Hands and Eyes' support to other teams * Processing documentation and knowledge base article management * Using the onsite call management system to update calls and close calls to specific SLAs * Perform stock control & asset management - ensuring the … part of a team. * Experience and technical knowledge of IT, PC's/peripherals, and their architecture * Break fix, IMACs, Incidents, Projects * Experience with TicketManagement * Comfortable with liaising and working alongside 3rd Parties * Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
problems, supporting standard software packages, and other general IT tasks Providing Hands and Eyes support to other teams Processing documentation and knowledge base article management Using the onsite call management system to update calls and close calls to specific SLAs Perform stock control & asset management ensuring the … and part of a team. Experience and technical knowledge of IT, PCs/peripherals, and their architecture Break fix, IMACs, Incidents, Projects Experience with TicketManagement Comfortable with liaising and working alongside 3rd Parties. Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
problems, supporting standard software packages, and other general "IT" tasks Providing 'Hands and Eyes' support to other teams Processing documentation and knowledge base article management Using the onsite call management system to update calls and close calls to specific SLAs Perform stock control & asset management - ensuring the … part of a team. Experience and technical knowledge of IT, PC's/peripherals, and their architecture Break fix, IMACs, Incidents, Projects Experience with TicketManagement Comfortable with liaising and working alongside 3rd Parties Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
problems, supporting standard software packages, and other general 'IT' tasks Providing 'Hands and Eyes' support to other teams Processing documentation and knowledge base article management Using the onsite call management system to update calls and close calls to specific SLAs Perform stock control & asset management - ensuring the … part of a team. Experience and technical knowledge of IT, PC's/peripherals, and their architecture Break fix, IMACs, Incidents, Projects Experience with TicketManagement Comfortable with liaising and working alongside 3rd Parties Display flexibility and the ability to manage your day effectively Desirable skills/qualifications more »
troubleshooting printer problems, supporting standard software packages, and other general “IT” tasks ‘Hands and Eyes’ support to other teams documentation and knowledge base article management the onsite call management system to update calls and close calls to specific SLAs stock control & asset management – ensuring the desktops and … work independently and part of a team. and technical knowledge of IT, PC’s/peripherals, and their architecture fix, IMACs, Incidents, Projects with TicketManagement with liaising and working alongside 3rd Parties flexibility and the ability to manage your day effectively Desirable skills/qualifications: Foundation more »
CF10, Cardiff, South Glamorgan, United Kingdom Hybrid / WFH Options
Artis Recruitment
team of 10 Service Desk Engineers across 3 sites in the UK supporting close to 1,000 users. This role will be split between management (75%) and hands-on support (25%). The IT Service Desk Manager will play a crucial role in maintaining high levels of customer satisfaction … managing service delivery, and driving continuous improvement initiatives within the service desk function. Main Responsibilities: Management Lead, mentor, and manage a team of 10 service desk engineers, providing guidance, support, and coaching to ensure high performance and professional development. Oversee the day-to-day operations of the service desk … including ticketmanagement, prioritisation, and resolution of IT support requests and incidents. Develop and implement service desk policies, procedures, and best practices to optimize service delivery and ensure adherence to ITIL processes. Coordinate with other IT teams and departments to escalate and resolve complex technical issues and ensure more »
Employment Type: Permanent
Salary: £37500 - £40000/annum + Hybrid Working & Great Benefits
Newcastle Upon Tyne, Tyne and Wear, North East, United Kingdom
Accenture (Uk) Limited
who are responsible for managing client accounts and ensuring the delivery of contractual commitments, and Application Maintenance Support experts, who handle problem resolution, incident management, and process improvement in a production environment. Your strong SAP knowledge, combined with your excellent customer management and ITIL process awareness, will be … instrumental in delivering exceptional service and continuous improvement for our clients. We are looking for experience in the following skills: 7+ years Excellent customer management skills, acting as the face of the Service Delivery capability to clients and engaging with them regularly. Ultimately responsible for the delivery of SAPs … strategy, planning and execution with other stakeholders from SAP. Manages the risks & compliance for the service across S/4 Finance. Proficient in contract management and performance management, ensuring that contractual Key Performance Indicators (KPIs) are met by the technical and functional teams. Ability to manage overall accounts more »
of the company every day. As our 2nd Line IT Engineer, you will be responsible for; providing outstanding customer care and support through efficient ticketmanagement, providing first response fixes, resolving incidents and requests or escalating when necessary, managing working queues and prioritising events, complying with SLAs, supporting more »
Greater Bristol Area, United Kingdom Hybrid / WFH Options
Global Technology Solutions Ltd
Certifications: ITIL Foundation, Microsoft (Desirable) Responsibilities: • Provide remote Technical Support with occasional customer visits • Provide assistance by phone, email and/or using a ticketmanagement system • Update the internal knowledgebase with issue resolution details • Mentor and assist junior team members Skills & Experience • Good communication, documentation and customer more »
Bristol, Somerset, United Kingdom Hybrid / WFH Options
Global Technology Solutions Ltd
Certifications: ITIL Foundation, Microsoft (Desirable) Responsibilities: * Provide remote Technical Support with occasional customer visits * Provide assistance by phone, email and/or using a ticketmanagement system * Update the internal knowledgebase with issue resolution details * Mentor and assist junior team members Skills & Experience * Good communication, documentation and customer more »
Bristol, Avon, South West, United Kingdom Hybrid / WFH Options
Global Technology Solutions Ltd
Certifications: ITIL Foundation, Microsoft (Desirable) Responsibilities: * Provide remote Technical Support with occasional customer visits * Provide assistance by phone, email and/or using a ticketmanagement system * Update the internal knowledgebase with issue resolution details * Mentor and assist junior team members Skills & Experience * Good communication, documentation and customer more »
Newark on Trent, Nottinghamshire, United Kingdom Hybrid / WFH Options
EMBS Engineering
Assist in delivering small to medium-sized IT projects involving the company's network infrastructure and desktop estate. - Provide a "customer-first" approach to ticketmanagement, adhering to our client's IT standards for service excellence. - Offer informal training and coaching to IT users, helping them master new more »
Support either directly from the customer or escalated from the 1st line team. This involves assistance by phone, email, and/or using a ticketmanagement system. You will also be responsible for updating the internal knowledge base with issue resolution details. As a 2nd Line/Technical more »
Customer account feedback, problem resolution and user experience Responsible and accountable for measuring, reporting, and analysing overall account health through the use of Dashboards, TicketManagement and Customer feedback to optimise the Customer Experience Provide direct oversight of all day-to-day activities of the Customer Service and … Customer Care Support teams, including case and order management, staff and field support scheduling & development, technical/non-technical guidance, and orchestrating case escalation resolution The ability to carry out Root Cause Analysis to solve problems and communicate analysis of issues with both external and internal customers to determine … available to meet in various Customer locations (including overseas) on an occasional basis. Possess essential skills for ITIL Certification, specifically in Service Design and Management, demonstrating a deep understanding of IT service processes and methodologies to enhance the overall efficiency and effectiveness of customer care operations. As with Most more »
St Leonards-On-Sea, East Sussex, Saint Leonards-on-Sea, United Kingdom
Planet Recruitment
proposals that are technically ratified. Assist with IT project implementations, from planning and design, through to completion. Accurately record all support calls in our ticketmanagement system Proactively monitor support queues and respond in a timely way Maintain all internal performance targets Carry out scheduled maintenance and updates … security: firewalls, web filters, advanced protection and recovery Networking: Configuring, maintaining & troubleshooting Cloud technologies: 365, Azure, SharePoint, OneDrive Configuring & maintaining devices with Microsoft Endpoint Management Virtualisation: VMware/Hyper-V Backup solutions: On-prem & cloud Telecoms: Microsoft Teams & Splicecom systems OS Support: Windows & Apple Willing to travel to customer more »
Edinburgh, City of Edinburgh, United Kingdom Hybrid / WFH Options
Lorien
/EUC support role. Proficiency in Windows system administration, including Active Directory and Windows Server 201x. Scripting expertise in PowerShell/Bash. Experience in ticketmanagement following ITIL practices. Desirable: Familiarity with automation tools like Terraform, Azure DevOps, and Ansible. Knowledge of database administration, specifically MS-SQL. Expertise more »
Chesterfield, Derbyshire, United Kingdom Hybrid / WFH Options
Stoneseed Ltd
to hardware, software, network connectivity, and application services to a wide variety of external customers Managing and tracking incident tickets using an in-house ticketmanagement system and providing timely updates to customers Improving the service desk's first-time fix resolution times to enhance customer satisfaction Communicating … with customers in a clear, effective, and timely manner Maintaining accurate documentation in a centralised management database Providing on-site support to resolve customer service outages as per the Service Level Agreements (SLAs) Supporting the delivery of projects, if applicable Continuously learning and enhancing technical knowledge and skills through more »
Barlborough, Derbyshire, United Kingdom Hybrid / WFH Options
Stoneseed
to hardware, software, network connectivity, and application services to a wide variety of external customers Managing and tracking incident tickets using an in-house ticketmanagement system and providing timely updates to customers Improving the service desk's first-time fix resolution times to enhance customer satisfaction Communicating … with customers in a clear, effective, and timely manner Maintaining accurate documentation in a centralised management database Providing on-site support to resolve customer service outages as per the Service Level Agreements (SLAs) Supporting the delivery of projects, if applicable Continuously learning and enhancing technical knowledge and skills through more »
Nottingham, Nottinghamshire, United Kingdom Hybrid / WFH Options
Kelly Services (UK) Ltd
solutions, rooted in a rock-solid technological base, are environmentally friendly, widely accessible and support social transformation. About the job role Responsible for the management of incidents through to successful conclusion, ensuring users satisfaction. Acting as the 2LS support desk providing resolution to hardware and software issues Managing incoming … with people at all levels (from end user to client). Ability to take ownership of incidents Experience using remote desktop/remote device management software Desirable Criteria Experience of supporting Android (phones and tablets) Experience of supporting Chip and Pin and thermal role printer devices Good understanding of … Wi-Fi and Bluetooth Experience of dealing with Third Party suppliers for hardware swap-out Experience with ServiceNOW or similar ticketmanagement system Experience in supporting Web based applications Experience in basic SQL Database management Additional Information This is a temporary ongoing role (with potential to go more »
Visual hardware and accessories ahead of project installation to ensure all required items are configured correctly. 80% Accountabilities Include: Knowledge & Key Skills Deployment and management of company IT hardware & software. Call logging/ticketing/1st and 2nd line support within their SLA. Supporting and troubleshooting a wide variety … the support function in such a state that colleagues could easily pick it up during an absence. Communicating with customers and site contacts RMA management Reporting Making sure the Service Department is clean, and tidy, and acting on any H&S issues. Work with Microsoft-powered devices and partner … relevant to the companys projects Assist in office relocations. 20% Follow appropriate departmental and company procedures and policies (i.e. change control, problem and incident management) Monitor performance through scorecard. Monthly meetings with on-site primary contact Completing post-job and PM reports Proving phone/email tech support Reporting more »