Support configuration, deployment, and troubleshooting of client network environments. Implement and maintain knowledge management, documentation, and process improvements. Participate in recruitment, onboarding, and training of service desk staff. Support ITIL-aligned incident, change, and problem management processes. Skills & Experience Required Proven experience leading a service desk team within an MSP or managed network services environment. Strong technical knowledge of Cisco … routing protocols (OSPF, BGP, EIGRP), and network monitoring tools. Knowledge of Microsoft technologies (Windows Server, Active Directory, Office 365) and cloud platforms. Experience with PSA/ticketing systems and ITIL service management practices. Strong troubleshooting and problem-solving skills with the ability to escalate appropriately. Excellent leadership, coaching, and mentoring skills. Clear communication skills, able to explain technical issues to More ❯
Worcester, Worcestershire, UK Hybrid/Remote Options
Colt Data Centre Services
reporting in English. • Knowledge of IT and Networking concepts. • Knowledge and experience with at least one of common RCA methods (5-Whys, Fishbone Diagram, Fault Tree Analysis, Pareto Analysis) • ITIL certification or knowledge of ITIL framework practices. Note that for this role, there will be a need to travel to site locations when required, in addition to a small number More ❯
of the Government, Housing & Documentation Management group, resolving application support issues raised with NEC's installed Housing solution and related software components. To ensure support issues are handled using ITIL best practice service processes in an efficient and effective manner via communication or negotiation with the Customers, Partners, and NEC Housing. MAIN RESPONSIBILITIES: Provide technical assistance, application support, usage advice … customer requirements to provide workarounds and fixes to a wide range of customer problems Develop and implement technical support procedures/documentation Preparation and delivery of proactive support services (ITIL Problem Management) Identify and develop opportunities for revenue generation through provision of additional services and solutions to NEC customers. Qualifications ESSENTIAL SKILLS: Extensive knowledge of Housing software and other affiliated … DESIREABLE SKILLS: Awareness of administering operating systems including Microsoft Windows (client and server), Linux and UNIX Solaris Experience of application delivery tools Intermediate or advanced knowledge of Microsoft Office ITIL v4 Foundation certificate Understand principles of software development within an ISO 9001 accredited environment Additional Information We pride ourselves in offering an excellent benefits package, including an above average pension More ❯
