A quick look at the role The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk's opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times. . Your core responsibilities Handle customer incident or request tickets in a professional manner Answer calls and respond to emails from users regarding new and current tickets Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution Log tickets with the relevant third parties Comply with current Service Desk standards, policies, and procedures Establishes and develop relationship with other IT teams through frequent and constructive communication Identify/implement process improvements Update Knowledge Base articles as an when required Assist with the training of new Service Desk staff . Our essential requirements Previous Service Desk experience Proficient user of all Microsoft packages Ability to manage own workload effectively and efficiently while keeping to strict deadlines . Biffa - we're changing the way people think about waste At Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It's a view that's shared by our 11,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you'll find us championing diversity and equality at every turn.
May 01, 2024
Full time
A quick look at the role The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk's opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times. . Your core responsibilities Handle customer incident or request tickets in a professional manner Answer calls and respond to emails from users regarding new and current tickets Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution Log tickets with the relevant third parties Comply with current Service Desk standards, policies, and procedures Establishes and develop relationship with other IT teams through frequent and constructive communication Identify/implement process improvements Update Knowledge Base articles as an when required Assist with the training of new Service Desk staff . Our essential requirements Previous Service Desk experience Proficient user of all Microsoft packages Ability to manage own workload effectively and efficiently while keeping to strict deadlines . Biffa - we're changing the way people think about waste At Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It's a view that's shared by our 11,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you'll find us championing diversity and equality at every turn.
Role: IT Support Analyst Location: Maidstone, Kent Competitive + Company Bonus & Benefits Hours: Monday to Friday 8:30 am until 4:30 pm (37.5 Hours) Our client, a leading international manufacturer, is currently recruiting an experienced IT Support Analyst to join their site in Maidstone. This is an exciting opportunity to join a growing IT support team. As an IT Support Analyst, you will report directly to the local IT Support Team Lead working closely with other colleagues to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and reassign incidents and requests for faster resolutions. Duties include: - Deliver day-to-day activities for Incident Management, Request Management, and Service Desk processes whilst following the documentation available to support these activities. - Collaborate with service analysts across all business functions to meet and where possible exceed agreed Service Level Agreements (SLAs) - Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with business stakeholders to optimise site services. - Follow up on end customer survey feedback to establish opportunities for future CX improvement. - Recommend and where applicable deliver continuous improvements to operational procedures. What we are looking for: - Experience in IT Support with Service Management or an end-user support role in a fast-paced industrial or manufacturing industry. - Practical knowledge of IT Service Management systems and processes and the associated frameworks (ITIL or Similar) - Experience in PowerShell / Automation Scripting, Apple IOS / Change & Request Management, Problem Management and updating technical guidance and knowledge base documentation. - Technical knowledge of AD for user and computer management. - Basic knowledge of Networking, WAN and LAN technologies. - Technical knowledge of client and service OSs and Microsoft Office applications. - Knowledge of Backup and Restore processes. - IT Operating Model change experience. - Experience in dealing with customers, providing telephone and remote virtual desktop support. - Service performance measurement and reporting skills. - Experience in communicating effectively and working as part of a team. - Good business communication skills. Benefits: - On-site gym - On-site canteen - Competitive pension package - EAP Schemes - Wellbeing days At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you. KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market
May 01, 2024
Contractor
Role: IT Support Analyst Location: Maidstone, Kent Competitive + Company Bonus & Benefits Hours: Monday to Friday 8:30 am until 4:30 pm (37.5 Hours) Our client, a leading international manufacturer, is currently recruiting an experienced IT Support Analyst to join their site in Maidstone. This is an exciting opportunity to join a growing IT support team. As an IT Support Analyst, you will report directly to the local IT Support Team Lead working closely with other colleagues to service impacting incidents and to fulfil requests. Knowledge of supported services and team responsibilities will be required to effectively manage escalations and reassign incidents and requests for faster resolutions. Duties include: - Deliver day-to-day activities for Incident Management, Request Management, and Service Desk processes whilst following the documentation available to support these activities. - Collaborate with service analysts across all business functions to meet and where possible exceed agreed Service Level Agreements (SLAs) - Support and lead quarterly site Service Reviews, presenting SLA reports and collaborating with business stakeholders to optimise site services. - Follow up on end customer survey feedback to establish opportunities for future CX improvement. - Recommend and where applicable deliver continuous improvements to operational procedures. What we are looking for: - Experience in IT Support with Service Management or an end-user support role in a fast-paced industrial or manufacturing industry. - Practical knowledge of IT Service Management systems and processes and the associated frameworks (ITIL or Similar) - Experience in PowerShell / Automation Scripting, Apple IOS / Change & Request Management, Problem Management and updating technical guidance and knowledge base documentation. - Technical knowledge of AD for user and computer management. - Basic knowledge of Networking, WAN and LAN technologies. - Technical knowledge of client and service OSs and Microsoft Office applications. - Knowledge of Backup and Restore processes. - IT Operating Model change experience. - Experience in dealing with customers, providing telephone and remote virtual desktop support. - Service performance measurement and reporting skills. - Experience in communicating effectively and working as part of a team. - Good business communication skills. Benefits: - On-site gym - On-site canteen - Competitive pension package - EAP Schemes - Wellbeing days At KHR we take care to ensure that you are represented as well as possible so it is worth checking your CV for layout, spelling and grammar as well as making sure it is up to date before you submit. If you feel you need to highlight particular qualifications, skills or relevant experience with regards to a specific role then please add a cover letter or a preface page. This does not need to be formatted in the same manner. In addition, if your CV is heavy with graphics etc, please could you also submit a "clean" copy in Word. Thank you. KH Recruitment Ltd is acting as an Employment Agency in relation to this vacancy. KHR - Recruitment Specialists is a trading name of KH Recruitment Ltd Keep in touch with us online for job alerts, industry updates and market
ROLE : IT SERVICE DESK ANALYST SALARY : up to £25,000 PA ROLE : PERMANENT, 37.5 HOURS PER WEEK LOCATION : MUCH HADHAM, HERTFORDSHIREThis position is full-time on site. We are unable to offer a Hybrid working pattern. About the role We have an exciting opportunity for someone with excellent IT skills and a customer focussed approach to join our friendly IT department. Providing effective and efficient support across the service, this varied role would be an excellent opportunity for someone looking to expand their skill set or progress their career in IT. Whilst in the role you will; diagnose and resolve technical issues via telephone, email or Service Desk and redirecting where necessary provide guidance and training to users on how to use various software applications, tools and systems effectively assist with the installation, configuration and deployment of software applications and hardware devices contribute to the continuous improvement of IT support processes and procedures About you We are seeking someone who has a solid understanding of IT systems, networks, hardware and software by working in a technical support role or similar. The IT team provide support to both employees and learners, therefore you will require a positive attitude, excellent communication skills as well as empathy and understanding of users' perspectives and capabilities. The successful candidate will be required to manage and maintain our service helpdesk so if you are familiar with ticketing systems for logging and tracking incidents and requests then we would like to hear from you! You will need to hold a valid UK driving licence and have access to a car as you will be required to troubleshoot and install hardware at our external locations across Herts and Essex. Mileage will be paid! Why work for us Based across 60 acres of beautiful countryside, St Elizabeth's is a charity supporting children, young people and adult day clients with epilepsy and other complex medical conditions. Over the past 120 years, St Elizabeth's has grown and developed to comprise a non-maintained special School for both boarders and day students, a specialist Further Education College, domiciliary care for College learners, Supported Living in the community, a comprehensive Day Opportunities programme for adult day clients and 24-hour health provision provided by specialist nurses and therapists.In addition to excellent staff training, our employees are also rewarded with various other benefits offered as part of your employment: 23 days' annual leave per annum - 5 service related day's accrued up to 5 years Eligible for Blue Light card - discounts on big brands! Discounted gym membership Employee recognition scheme Life assurance Free on-site parking Recommend a friend payment up to £500! Confidential employee assistance programme Fully paid for DBS Contributory pension scheme - eligible employees are automatically enrolled after 3 months at 5% (3% employer contribution) terms and conditions apply How to apply Please complete an application form and upload an up to date CV on our website. All offers are conditional and subject to receipt of satisfactory pre-employment checks and references including an enhanced DBS check. Please note we are not on a public transport route. The salary advertised is based on full-time equivalent and appointment on the scale is dependent on the role, qualifications and experience.Applications will be reviewed and interviews scheduled on a rolling basis; therefore, we recommend that you apply sooner rather than later. We reserve the right to close an advert if we receive sufficient applications ahead of the deadline. If you require reasonable adjustments at application or interview stage, please do let us know as soon as possible. Equality, Diversity & Inclusion At St Elizabeth's we embrace diversity and aspire to create a diverse and inclusive working culture. We are proud to be recognised as an Investor in People and to hold Disability Confident status. We are an equal opportunities employer welcoming all applications from across the community. Safeguarding St Elizabeth's Centre is committed to safeguarding and promoting the welfare of children, vulnerable adults and young people. The successful applicant will be required to undertake an enhanced disclosure through the Disclosure and Barring Service. Some of our positions involve regulated activity relevant to vulnerable children, adults and young people. It is a criminal offence for people who are barred from working in regulated activity to apply for roles that require them to work unsupervised with that particular group. Our vacancies are exempt from the Rehabilitation of Offenders Act 1974.Registered Charity REF-
May 01, 2024
Full time
ROLE : IT SERVICE DESK ANALYST SALARY : up to £25,000 PA ROLE : PERMANENT, 37.5 HOURS PER WEEK LOCATION : MUCH HADHAM, HERTFORDSHIREThis position is full-time on site. We are unable to offer a Hybrid working pattern. About the role We have an exciting opportunity for someone with excellent IT skills and a customer focussed approach to join our friendly IT department. Providing effective and efficient support across the service, this varied role would be an excellent opportunity for someone looking to expand their skill set or progress their career in IT. Whilst in the role you will; diagnose and resolve technical issues via telephone, email or Service Desk and redirecting where necessary provide guidance and training to users on how to use various software applications, tools and systems effectively assist with the installation, configuration and deployment of software applications and hardware devices contribute to the continuous improvement of IT support processes and procedures About you We are seeking someone who has a solid understanding of IT systems, networks, hardware and software by working in a technical support role or similar. The IT team provide support to both employees and learners, therefore you will require a positive attitude, excellent communication skills as well as empathy and understanding of users' perspectives and capabilities. The successful candidate will be required to manage and maintain our service helpdesk so if you are familiar with ticketing systems for logging and tracking incidents and requests then we would like to hear from you! You will need to hold a valid UK driving licence and have access to a car as you will be required to troubleshoot and install hardware at our external locations across Herts and Essex. Mileage will be paid! Why work for us Based across 60 acres of beautiful countryside, St Elizabeth's is a charity supporting children, young people and adult day clients with epilepsy and other complex medical conditions. Over the past 120 years, St Elizabeth's has grown and developed to comprise a non-maintained special School for both boarders and day students, a specialist Further Education College, domiciliary care for College learners, Supported Living in the community, a comprehensive Day Opportunities programme for adult day clients and 24-hour health provision provided by specialist nurses and therapists.In addition to excellent staff training, our employees are also rewarded with various other benefits offered as part of your employment: 23 days' annual leave per annum - 5 service related day's accrued up to 5 years Eligible for Blue Light card - discounts on big brands! Discounted gym membership Employee recognition scheme Life assurance Free on-site parking Recommend a friend payment up to £500! Confidential employee assistance programme Fully paid for DBS Contributory pension scheme - eligible employees are automatically enrolled after 3 months at 5% (3% employer contribution) terms and conditions apply How to apply Please complete an application form and upload an up to date CV on our website. All offers are conditional and subject to receipt of satisfactory pre-employment checks and references including an enhanced DBS check. Please note we are not on a public transport route. The salary advertised is based on full-time equivalent and appointment on the scale is dependent on the role, qualifications and experience.Applications will be reviewed and interviews scheduled on a rolling basis; therefore, we recommend that you apply sooner rather than later. We reserve the right to close an advert if we receive sufficient applications ahead of the deadline. If you require reasonable adjustments at application or interview stage, please do let us know as soon as possible. Equality, Diversity & Inclusion At St Elizabeth's we embrace diversity and aspire to create a diverse and inclusive working culture. We are proud to be recognised as an Investor in People and to hold Disability Confident status. We are an equal opportunities employer welcoming all applications from across the community. Safeguarding St Elizabeth's Centre is committed to safeguarding and promoting the welfare of children, vulnerable adults and young people. The successful applicant will be required to undertake an enhanced disclosure through the Disclosure and Barring Service. Some of our positions involve regulated activity relevant to vulnerable children, adults and young people. It is a criminal offence for people who are barred from working in regulated activity to apply for roles that require them to work unsupervised with that particular group. Our vacancies are exempt from the Rehabilitation of Offenders Act 1974.Registered Charity REF-
Crisis24 Ltd, Avalon, 26-32 Oxford Road, Bournemouth, Bournemouth, United Kingdom Crisis24 Ltd, Two, London Bridge, London, London, City of, United Kingdom Req Monday, March 18, 2024 About Crisis24 Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge. Crisis24 is seeking a talented and motivated Solutions Engineer to join our growing team. In this role, you will play a pivotal role in the pre-sales process, translating complex technical concepts into clear and compelling solutions for our customers. You will work closely with the sales team to understand customer needs and design tailored solutions using our software solutions. What You Will Work On Collaborate with the sales team to identify customer challenges and opportunities. Deeply understand our software products and their capabilities. Design and present customized solutions that address specific customer needs. Conduct technical demonstrations and proof-of-concept projects. Support the sales team throughout the sales cycle, providing technical expertise and guidance. Partner with the product and engineering teams to ensure smooth product implementation and integration. Gather customer feedback and identify areas for product improvement. Stay up to date on the latest industry trends and technologies. Assist with special projects where application design, configuration and consulting is required. Support the implementation team in deploying demonstrated solutions at client locations. Provide technical assistance to the customer success organization in supporting client deployed solutions. Provide regular product feedback to the Crisis24 product and development teams to ensure new market requirements are captured and implemented. Who You Will Work With Security (CSO, Operations, Cyber, Executive Protection) Business Continuity (Operations, Facilities, Business Resiliency) Travel (Travel Leadership and Management) Information Security (CISO, IT Operations) What You Will Bring BA/BS degree in in a business or technical related field. Minimum of 5 years of experience in a technical sales or solutions engineering role. Experience creating solutions for and demonstrating SaaS technology solutions. Excellent communication and presentation skills, both written and verbal. Ability to build strong relationships with customers and internal stakeholders. Problem-solving skills and a passion for finding innovative solutions. Experience with the security industry is a plus. Passionate about Crisis24's business, industry; eager to master product and service knowledge. Experience with CRM software (e.g. Salesforce), MS Office, MS Teams, SharePoint, JIRA, and Help Desk Support Software Periodic travel up to 25% may be required. Flexibility in work hours required to support global sales initiatives. Fluency in German and / or French a strong advantage. Information Security Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement. Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws. Crisis24 Ltd, Avalon, 26-32 Oxford Road, Bournemouth, Bournemouth, United Kingdom Crisis24 Ltd, Two, London Bridge, London, London, City of, United Kingdom
May 01, 2024
Full time
Crisis24 Ltd, Avalon, 26-32 Oxford Road, Bournemouth, Bournemouth, United Kingdom Crisis24 Ltd, Two, London Bridge, London, London, City of, United Kingdom Req Monday, March 18, 2024 About Crisis24 Crisis24, a GardaWorld company, is widely regarded as the leading integrated risk management, crisis response, consulting, and global protective solutions firm, serving the world's most influential people, disruptive brands, and prominent organizations. Championed by our advanced Global Operation Centers and our skilled team of intelligence analysts, we offer highly specialized services, security and consulting, with the technology and AI to power it all across the globe. At Crisis24, we go beyond mere employment; we pave the way to a realm where your skills become instrumental in shaping global security, guiding clients through a multifaceted and challenging landscape. Your journey with us will be deeply fulfilling, driven by a powerful sense of purpose and accomplishment. Within our thriving environment, you'll discover abundant chances for both personal and career advancement. Seize this moment to push your limits, broaden your expertise, and elevate your professional journey to unprecedented levels. Join the Crisis24 team today and be a part of something extraordinary where growth and impact converge. Crisis24 is seeking a talented and motivated Solutions Engineer to join our growing team. In this role, you will play a pivotal role in the pre-sales process, translating complex technical concepts into clear and compelling solutions for our customers. You will work closely with the sales team to understand customer needs and design tailored solutions using our software solutions. What You Will Work On Collaborate with the sales team to identify customer challenges and opportunities. Deeply understand our software products and their capabilities. Design and present customized solutions that address specific customer needs. Conduct technical demonstrations and proof-of-concept projects. Support the sales team throughout the sales cycle, providing technical expertise and guidance. Partner with the product and engineering teams to ensure smooth product implementation and integration. Gather customer feedback and identify areas for product improvement. Stay up to date on the latest industry trends and technologies. Assist with special projects where application design, configuration and consulting is required. Support the implementation team in deploying demonstrated solutions at client locations. Provide technical assistance to the customer success organization in supporting client deployed solutions. Provide regular product feedback to the Crisis24 product and development teams to ensure new market requirements are captured and implemented. Who You Will Work With Security (CSO, Operations, Cyber, Executive Protection) Business Continuity (Operations, Facilities, Business Resiliency) Travel (Travel Leadership and Management) Information Security (CISO, IT Operations) What You Will Bring BA/BS degree in in a business or technical related field. Minimum of 5 years of experience in a technical sales or solutions engineering role. Experience creating solutions for and demonstrating SaaS technology solutions. Excellent communication and presentation skills, both written and verbal. Ability to build strong relationships with customers and internal stakeholders. Problem-solving skills and a passion for finding innovative solutions. Experience with the security industry is a plus. Passionate about Crisis24's business, industry; eager to master product and service knowledge. Experience with CRM software (e.g. Salesforce), MS Office, MS Teams, SharePoint, JIRA, and Help Desk Support Software Periodic travel up to 25% may be required. Flexibility in work hours required to support global sales initiatives. Fluency in German and / or French a strong advantage. Information Security Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement. Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws. Crisis24 Ltd, Avalon, 26-32 Oxford Road, Bournemouth, Bournemouth, United Kingdom Crisis24 Ltd, Two, London Bridge, London, London, City of, United Kingdom
Role: Commercial Finance Manager Location: Blackburn, BB1 2FA - Office Based Hours: Full Time / Permanent Salary: £47,025 - £57,475 & Bonus Scheme Company: EG Group About the role Our Finance function is expanding and we are looking for an experienced Commercial Finance Manager to join us and help to lead the Commercial Finance team at EG Group! Working closely with senior leadership, you will be responsible for overseeing budgeting, forecasting and ROI on capex projects and acquisitions, whilst also playing an important role in helping to improve existing reports and processes. You will also be required to work cross-functionally to help design and develop new processes and procedures and assist with implementing new ways of working within the department. The successful candidate will be an ambitious and self-motivated individual that can demonstrate high levels of integrity and diligence whilst also showing their ability to work in a fast paced and growing environment. If you are ready for a new challenge, and for a role where you can help to make a noticeable difference, then this opportunity could be perfect for you! Duties and Responsibilities Produce frequent reports to various stakeholders across the group along with key points and recommendations to aid decision making Lead the annual budgeting process by providing insight based on trends Undertake various project work such as automation, systems (SAP/POS) improvement Oversee and produce monthly Board Pack Work with Accounts to understand monthly performance and key drivers by site Review site by site performance at a granular level in order to improve performance Undertake benchmarking exercises at margin and opex level Identify process gaps and improve them by working cross functionally Report on brand partnerships along with their ROI which will aid exec board in making future Capex decisions Produce frequent reports/analysis for investors via Group Finance team Analyse and critique initiatives such as supplier changes or new product launches Serve as the 'Go to' person and possess a can do attitude whatever the scenario Understand role of other analysts in team and provide cover where required Prepare weekly/monthly dashboards to give clear visuals for non-financial managers This list is not exhaustive and may be added to or amended from time to time. Candidate Requirements Minimum of 3 years' experience in an accounting department or similar role Part/Newly/Fully qualified ACA, ACCA or CIMA preferable - QBE will also be considered Advanced Microsoft Excel skills Financial Modelling experience (desirable) Experience working with Macros/VBA/SQL (desirable) Logical, tenacious and adaptable individual with a clear drive for results Ability to work in a growing fast paced environment Excellent organisation / time management skills Strong communication / interpersonal skills Hands on experience in a multi-site retail operation (desirable) Able to manage own workload and prioritise depending on urgency of the task or who is the end recipient Possess Commercial Awareness and business acumen Experience using SAP (desirable) Benefits & Rewards Performance Based Bonus Scheme Employee Life Assurance EG Group Discounts - up to 15% off at our stores and food to go restaurants ASDA Discount Card - 10% off all ASDA stores EG Cares Benefits - exclusive discounts across 900 retailers Smart Health - 24/7 online GP access, health checks and health and wellbeing support Employee Assistance Programme - access to our Wellbeing Centre which offers emotional & practical support including free financial advice Learning & Development - access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group Waterside Café - freshly prepared meals at affordable prices Free Secure Car Parking Dress Down Fridays Flexi-Time Prayer and Ablution Facilities Cycle to Work / Shower Facilities Sit / Stand Desk Facilities Work Anniversary Rewards Free Eye Test Who are EG Group? EG Group is one of the world's leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments. Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate. Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
May 01, 2024
Full time
Role: Commercial Finance Manager Location: Blackburn, BB1 2FA - Office Based Hours: Full Time / Permanent Salary: £47,025 - £57,475 & Bonus Scheme Company: EG Group About the role Our Finance function is expanding and we are looking for an experienced Commercial Finance Manager to join us and help to lead the Commercial Finance team at EG Group! Working closely with senior leadership, you will be responsible for overseeing budgeting, forecasting and ROI on capex projects and acquisitions, whilst also playing an important role in helping to improve existing reports and processes. You will also be required to work cross-functionally to help design and develop new processes and procedures and assist with implementing new ways of working within the department. The successful candidate will be an ambitious and self-motivated individual that can demonstrate high levels of integrity and diligence whilst also showing their ability to work in a fast paced and growing environment. If you are ready for a new challenge, and for a role where you can help to make a noticeable difference, then this opportunity could be perfect for you! Duties and Responsibilities Produce frequent reports to various stakeholders across the group along with key points and recommendations to aid decision making Lead the annual budgeting process by providing insight based on trends Undertake various project work such as automation, systems (SAP/POS) improvement Oversee and produce monthly Board Pack Work with Accounts to understand monthly performance and key drivers by site Review site by site performance at a granular level in order to improve performance Undertake benchmarking exercises at margin and opex level Identify process gaps and improve them by working cross functionally Report on brand partnerships along with their ROI which will aid exec board in making future Capex decisions Produce frequent reports/analysis for investors via Group Finance team Analyse and critique initiatives such as supplier changes or new product launches Serve as the 'Go to' person and possess a can do attitude whatever the scenario Understand role of other analysts in team and provide cover where required Prepare weekly/monthly dashboards to give clear visuals for non-financial managers This list is not exhaustive and may be added to or amended from time to time. Candidate Requirements Minimum of 3 years' experience in an accounting department or similar role Part/Newly/Fully qualified ACA, ACCA or CIMA preferable - QBE will also be considered Advanced Microsoft Excel skills Financial Modelling experience (desirable) Experience working with Macros/VBA/SQL (desirable) Logical, tenacious and adaptable individual with a clear drive for results Ability to work in a growing fast paced environment Excellent organisation / time management skills Strong communication / interpersonal skills Hands on experience in a multi-site retail operation (desirable) Able to manage own workload and prioritise depending on urgency of the task or who is the end recipient Possess Commercial Awareness and business acumen Experience using SAP (desirable) Benefits & Rewards Performance Based Bonus Scheme Employee Life Assurance EG Group Discounts - up to 15% off at our stores and food to go restaurants ASDA Discount Card - 10% off all ASDA stores EG Cares Benefits - exclusive discounts across 900 retailers Smart Health - 24/7 online GP access, health checks and health and wellbeing support Employee Assistance Programme - access to our Wellbeing Centre which offers emotional & practical support including free financial advice Learning & Development - access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group Waterside Café - freshly prepared meals at affordable prices Free Secure Car Parking Dress Down Fridays Flexi-Time Prayer and Ablution Facilities Cycle to Work / Shower Facilities Sit / Stand Desk Facilities Work Anniversary Rewards Free Eye Test Who are EG Group? EG Group is one of the world's leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America. Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail. At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel. Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments. Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate. Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
A quick look at the role The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk's opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times. . Your core responsibilities Handle customer incident or request tickets in a professional manner Answer calls and respond to emails from users regarding new and current tickets Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution Log tickets with the relevant third parties Comply with current Service Desk standards, policies, and procedures Establishes and develop relationship with other IT teams through frequent and constructive communication Identify/implement process improvements Update Knowledge Base articles as an when required Assist with the training of new Service Desk staff . Our essential requirements Previous Service Desk experience Proficient user of all Microsoft packages Ability to manage own workload effectively and efficiently while keeping to strict deadlines . Biffa - we're changing the way people think about waste At Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It's a view that's shared by our 11,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you'll find us championing diversity and equality at every turn.
Apr 28, 2024
Full time
A quick look at the role The Service Desk Analyst provides 1st line support for all IT, telephony, network and application issues across the group. All incidents must be logged, managed and resolved within agreed SLAs and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk's opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times. . Your core responsibilities Handle customer incident or request tickets in a professional manner Answer calls and respond to emails from users regarding new and current tickets Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket Ensure a timely resolution (preferably on first contact) or escalation of Incidents and requests with regular updates to end users until the point of resolution Log tickets with the relevant third parties Comply with current Service Desk standards, policies, and procedures Establishes and develop relationship with other IT teams through frequent and constructive communication Identify/implement process improvements Update Knowledge Base articles as an when required Assist with the training of new Service Desk staff . Our essential requirements Previous Service Desk experience Proficient user of all Microsoft packages Ability to manage own workload effectively and efficiently while keeping to strict deadlines . Biffa - we're changing the way people think about waste At Biffa, we love working with waste. Whether we're turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It's a view that's shared by our 11,000+ people around the country, who trust us to provide them with a career that's always rewarding, often challenging, but never dull. We believe different ideas, perspective and backgrounds are key to developing a creative and effective working environment which is why you'll find us championing diversity and equality at every turn.
Global Technology Solutions Ltd
Peterborough, Cambridgeshire
Location - Hampton, PeterboroughPay - £14.16 per hour, after 3 months goes up to £15.44Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week.Required skills:- Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory- Experience with Microsoft Word/Excel/PowerPoint/Outlook- Speaking/typing in English to a professional level.- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.- Educated to GCSE Level or equivalent in Maths and English- IT certificated desirable but not essential.- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.- Adhering to Incident management procedures.- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- Keeping up to date with the current standard procedures.- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager- Escalate potential problem issues with Problem and Incident Management.- Contributing to team meetings.If you think you're suitable, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Apr 28, 2024
Full time
Location - Hampton, PeterboroughPay - £14.16 per hour, after 3 months goes up to £15.44Contract - 3 months Hours - 7.5 hours a day, between 07:00 and 20:30 - 2 weekends a month, get the days back in the week.Required skills:- Plenty of Customer service experience - Previously worked in a Call Centre - Active Directory- Experience with Microsoft Word/Excel/PowerPoint/Outlook- Speaking/typing in English to a professional level.- Being a great problem solver - thinking proactively in order to resolve incidents as quickly and smoothly as possible.- Educated to GCSE Level or equivalent in Maths and English- IT certificated desirable but not essential.- Desired but not essential skills in vanti, ServiceNow, O365 administration, AD, Comptia A+, ITIL, MCSA, Citrix, MFA, Customer service. Outlook, Folder file permissions, Wi-Fi/Network troubleshooting, Distribution lists.Requirements: - Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements.- Proactively keeping Customers informed on incident or request status and progress.- Escalate incidents where a first time fix is not possible to either 2nd line support or the relevant resolver group.- Adhering to Incident management procedures.- Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary.- Keeping up to date with the current standard procedures.- Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plan.- Escalate potential service issues initially with Shift Leader/Team Leader/Service Desk Manager /Service Delivery Manager- Escalate potential problem issues with Problem and Incident Management.- Contributing to team meetings.If you think you're suitable, apply now!"In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full informationGlobal Technology Solutions is acting as an Employment Business in relation to this vacancy
Full Time 37 hours per week About Scomis We are an award-winning ICT support service and have an exciting opportunity available to join our team. We support internal ICT delivery to Devon County Council, along with providing, over 810 schools, MATs, Federations and educational establishments across 53 Local Authorities from Cornwall to Kent. Our aim is to ensure that customers achieve effective and efficient use of ICT that delivers best value and ultimately, improved outcomes including school improvement; keeping vulnerable children safe; promoting health and wellbeing; delivering social care and a range of other local community services. Benefits Part of a large, well established team Employee Assistance Programme Flexible Working Hours (Monday to Friday) Local Government Pension Scheme Development Opportunities Perks at Work and Discounts Scheme 22 Days Annual Leave rising incrementally to 30 based on number of years service (plus 3 statutory days over the Christmas Period, and Bank Holidays) Start your IT career and make a difference to the Devon community About the role The Service Desk Analyst role resolves incoming enquiries from customers via the telephone, email and self-service portal. The team environment is positive, friendly and has a proactive can-do attitude. You will need to have strong problem solving abilities, excellent customer service skills and work well as part of a busy team. You must be IT confident and have good communication skills both written and verbal. You will be enthusiastic, reliable with a passion for learning and an ability to juggle conflicting priorities. Knowledge of Office 365 is a distinct advantage however training will be provided. There is an evidence based progression scheme in place enabling successful Service Desk Analysts to gradually progress to a salary of £32,798. Due to the current circumstances interviews will take place remotely using video link. What we can offer you Working for Devon County Council has all the benefits that you can expect from a large employer. In return for the vital contribution that you make, we offer: 25 days annual leave per year (rising with length of service) plus Bank Holidays Membership of the Local Government Pension Scheme - more information can be found on the Peninsula Pensions website Access to our confidential Employee Assistance Programme available 24/7 to support you with personal and work life Flexible working opportunities, including home-working (subject to the needs of the role) Discounts from local and high street retailers through the Devon Discounts scheme We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment. DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc. This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English. Personal data we collect from you will be processed in accordance with the Applicant privacy notice. Happy to Talk Flexible Working. For more information about Working for Devon please visit our Working for Devon page. This role requires a DBS disclosure
Sep 19, 2022
Full time
Full Time 37 hours per week About Scomis We are an award-winning ICT support service and have an exciting opportunity available to join our team. We support internal ICT delivery to Devon County Council, along with providing, over 810 schools, MATs, Federations and educational establishments across 53 Local Authorities from Cornwall to Kent. Our aim is to ensure that customers achieve effective and efficient use of ICT that delivers best value and ultimately, improved outcomes including school improvement; keeping vulnerable children safe; promoting health and wellbeing; delivering social care and a range of other local community services. Benefits Part of a large, well established team Employee Assistance Programme Flexible Working Hours (Monday to Friday) Local Government Pension Scheme Development Opportunities Perks at Work and Discounts Scheme 22 Days Annual Leave rising incrementally to 30 based on number of years service (plus 3 statutory days over the Christmas Period, and Bank Holidays) Start your IT career and make a difference to the Devon community About the role The Service Desk Analyst role resolves incoming enquiries from customers via the telephone, email and self-service portal. The team environment is positive, friendly and has a proactive can-do attitude. You will need to have strong problem solving abilities, excellent customer service skills and work well as part of a busy team. You must be IT confident and have good communication skills both written and verbal. You will be enthusiastic, reliable with a passion for learning and an ability to juggle conflicting priorities. Knowledge of Office 365 is a distinct advantage however training will be provided. There is an evidence based progression scheme in place enabling successful Service Desk Analysts to gradually progress to a salary of £32,798. Due to the current circumstances interviews will take place remotely using video link. What we can offer you Working for Devon County Council has all the benefits that you can expect from a large employer. In return for the vital contribution that you make, we offer: 25 days annual leave per year (rising with length of service) plus Bank Holidays Membership of the Local Government Pension Scheme - more information can be found on the Peninsula Pensions website Access to our confidential Employee Assistance Programme available 24/7 to support you with personal and work life Flexible working opportunities, including home-working (subject to the needs of the role) Discounts from local and high street retailers through the Devon Discounts scheme We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment. DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc. This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English. Personal data we collect from you will be processed in accordance with the Applicant privacy notice. Happy to Talk Flexible Working. For more information about Working for Devon please visit our Working for Devon page. This role requires a DBS disclosure
Date: 08-Sep-2022 Location: United Kingdom, Whiteley, Hampshire, GB Business Applications Support Analyst Competitive salary and company benefits Professional and collaborative team Global organisation with a footprint in UK, Europe, Australia, and the US Conduct research and Analysis for our global team as well as be an active support to IT infrastructure Maintenance and service desk management. About us Domo Tactical Communications offers secure and reliable security and surveillance products, along with high performance wireless broadcast systems for all industries. Our passion for innovation keeps us one step ahead in the rapidly changing and increasingly challenging environments we perform in, whether on the battlefield, the streets of our cities or the world's largest sporting events. High performance surveillance, communications and broadcast systems enable our customers to securely monitor, communicate and share information with confidence in complex environments and in the most demanding situations. What will you be doing? This role is to provide support and further development of the Business's applications and act as back up to other Business Critical Systems Administrators. As a key member of the team, you must be able to: Provide Admin support to Business Systems including ERP and CRM related systems Work stakeholders to understand, specify, and deliver system improvements and functionality changes Provide 1st and 2nd line support to Business Applications and IT Systems Assist with the maintenance of IT and Computer systems, such as Active Directory, laptop/desktop support Provide technical support to the Sales teams What makes a successful Business Applications Support Analyst? At least 2 years' experience working in an IT support helpdesk environment Experience with ERP and/or CRM systems, e.g. Microsoft Dynamics, Salesforce Knowledge of SQL databases and queries Experience of BI reporting tools (cube management / report building) Dedication to delivery, quality outcomes and team participation Benefits and Culture Our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for someone with genuine passion and a can-do attitude for what they do. Our staff receive holiday entitlements, a generous pension plan, first assist and income protection. Additionally, we offer flexible core working hours, the ability to work from home, relocation assistance and support, and we take a personal approach to training and development. Enjoy working as part of a global organisation with teams in Whiteley, Hampshire, USA, Denmark, Singapore, and Australia. IND1
Sep 13, 2022
Full time
Date: 08-Sep-2022 Location: United Kingdom, Whiteley, Hampshire, GB Business Applications Support Analyst Competitive salary and company benefits Professional and collaborative team Global organisation with a footprint in UK, Europe, Australia, and the US Conduct research and Analysis for our global team as well as be an active support to IT infrastructure Maintenance and service desk management. About us Domo Tactical Communications offers secure and reliable security and surveillance products, along with high performance wireless broadcast systems for all industries. Our passion for innovation keeps us one step ahead in the rapidly changing and increasingly challenging environments we perform in, whether on the battlefield, the streets of our cities or the world's largest sporting events. High performance surveillance, communications and broadcast systems enable our customers to securely monitor, communicate and share information with confidence in complex environments and in the most demanding situations. What will you be doing? This role is to provide support and further development of the Business's applications and act as back up to other Business Critical Systems Administrators. As a key member of the team, you must be able to: Provide Admin support to Business Systems including ERP and CRM related systems Work stakeholders to understand, specify, and deliver system improvements and functionality changes Provide 1st and 2nd line support to Business Applications and IT Systems Assist with the maintenance of IT and Computer systems, such as Active Directory, laptop/desktop support Provide technical support to the Sales teams What makes a successful Business Applications Support Analyst? At least 2 years' experience working in an IT support helpdesk environment Experience with ERP and/or CRM systems, e.g. Microsoft Dynamics, Salesforce Knowledge of SQL databases and queries Experience of BI reporting tools (cube management / report building) Dedication to delivery, quality outcomes and team participation Benefits and Culture Our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for someone with genuine passion and a can-do attitude for what they do. Our staff receive holiday entitlements, a generous pension plan, first assist and income protection. Additionally, we offer flexible core working hours, the ability to work from home, relocation assistance and support, and we take a personal approach to training and development. Enjoy working as part of a global organisation with teams in Whiteley, Hampshire, USA, Denmark, Singapore, and Australia. IND1
Your World Healthcare
Peterborough, Cambridgeshire
IM&T Contract Analyst Location : Peterborough Job Type: Temporary Duration of booking: This is expected to for 3 months and likely to be longer Proposed start date: ASAP Sector : Healthcare Base : Hospital Band : 5 Pay Rates: £12.00-£14.00 paye per hour £13.00-£15.00 paye inclusive of holiday pay per hour £14.00-£16.00 umbrella per hour Depending on skill and experience Working Days and Hours: Monday to Friday, 9am-5pm Job Summary To support the management of contracts, under the direction of the IM&T Investments & Contracts Manager. To ensure the smooth running and delivery of contracts, monitoring progress within given timeframes. To collect, collate and analyse supplier contract performance data, formulating detailed reports and present to a multi-disciplinary audience. To have lead responsibility for defined contracts and/or work streams, as required, and provide a high-quality contract management & monitoring service to the IM&T Investments & Contracts Manager. Duties Support the management, planning and delivery of a range of trust wide contracts for all IM&T services, as directed by the IM&T Investments & Contracts Manager e.g. ePCR, End User Devices (EUD), CAD, Mobile phones, with responsibility for the contract elements of the Net Helpdesk platform Supporting the delivery of implementation and monitoring plans for specific contracts, in conjunction with key colleagues/stakeholders, to ensure maximum synergy within the organisation during each contract and using a consistent contract management approach. To provide full and comprehensive administrative support for each contract, as required and to be responsible for the Team SharePoint area for all contract documentation Develop a supplier review plan based on risk assessment, setup and coordinate regular meetings to oversee contract reviews, ensuring that progress and actions are clearly identified and completed. Attend any meetings related to contracts as appropriate to share and exchange performance information and best practice and take detailed minutes of meetings, as required. Frequent requirement for travel to other Trust sites and external venues to attend meetings/ development/engagement events as required. Act as the point of contact for enquiries in relation to specific IM&T contracts as required. Receive complex information regarding signed contracts, analyse and identify key data and communicate this complex information to members of the department in an accessible format. Monitor progress of contracts, and prioritise workload to meet targets, as required. Audit contracts, KPI's and outcomes, carry out detailed analysis, analyse results and compile and provide detailed reports utilising a range of IT applications. Propose and implement contract change requests to contracts and develop systems to monitor KPI's and outcomes of contracts, as required, ensuring the success of the contract. Implement Trust Policy for all aspects of contract management and analysis and suggest improvements for other areas outside the team that impact the end-to-end process. Escalate any issues that may prevent the Trust reaching the targets described within the IM&T strategy and/or objectives set for each contract. Ensure that contracts are managed in compliance with Data Protection / Confidentiality / Information Governance / Caldicott principles. Produce and analyse KPI's and outcomes of contracts e.g., utilisation and effectiveness of ePCR. Analyse results and formulate detailed reports as and when required Present results of contract monitoring to a range of audiences including strategic leads and Senior Managers, as required. Deliver training to the Investments & Contracts team and the IM&T department regarding IM&T live contracts. Work in a manner which encompasses Equality and Diversity & Inclusion for all. Generate and sustain positive working relationships that promote Trust values and behaviours showing care, teamwork, quality, respect and honesty and openness. Utilise well developed engagement, communication, and negotiation skills to bring staff on board with contracts and motivate them to deliver outcomes. Support the IM&T Investments & Contracts Manager in the recruitment, management, training, and development of any direct report administrative and/or support staff, as required. To represent managers at meetings in their absence Undertake any other duties from time to time as directed by the IM&T Investments & Contracts Manager within the grade and responsibilities of the post.
Feb 23, 2022
Seasonal
IM&T Contract Analyst Location : Peterborough Job Type: Temporary Duration of booking: This is expected to for 3 months and likely to be longer Proposed start date: ASAP Sector : Healthcare Base : Hospital Band : 5 Pay Rates: £12.00-£14.00 paye per hour £13.00-£15.00 paye inclusive of holiday pay per hour £14.00-£16.00 umbrella per hour Depending on skill and experience Working Days and Hours: Monday to Friday, 9am-5pm Job Summary To support the management of contracts, under the direction of the IM&T Investments & Contracts Manager. To ensure the smooth running and delivery of contracts, monitoring progress within given timeframes. To collect, collate and analyse supplier contract performance data, formulating detailed reports and present to a multi-disciplinary audience. To have lead responsibility for defined contracts and/or work streams, as required, and provide a high-quality contract management & monitoring service to the IM&T Investments & Contracts Manager. Duties Support the management, planning and delivery of a range of trust wide contracts for all IM&T services, as directed by the IM&T Investments & Contracts Manager e.g. ePCR, End User Devices (EUD), CAD, Mobile phones, with responsibility for the contract elements of the Net Helpdesk platform Supporting the delivery of implementation and monitoring plans for specific contracts, in conjunction with key colleagues/stakeholders, to ensure maximum synergy within the organisation during each contract and using a consistent contract management approach. To provide full and comprehensive administrative support for each contract, as required and to be responsible for the Team SharePoint area for all contract documentation Develop a supplier review plan based on risk assessment, setup and coordinate regular meetings to oversee contract reviews, ensuring that progress and actions are clearly identified and completed. Attend any meetings related to contracts as appropriate to share and exchange performance information and best practice and take detailed minutes of meetings, as required. Frequent requirement for travel to other Trust sites and external venues to attend meetings/ development/engagement events as required. Act as the point of contact for enquiries in relation to specific IM&T contracts as required. Receive complex information regarding signed contracts, analyse and identify key data and communicate this complex information to members of the department in an accessible format. Monitor progress of contracts, and prioritise workload to meet targets, as required. Audit contracts, KPI's and outcomes, carry out detailed analysis, analyse results and compile and provide detailed reports utilising a range of IT applications. Propose and implement contract change requests to contracts and develop systems to monitor KPI's and outcomes of contracts, as required, ensuring the success of the contract. Implement Trust Policy for all aspects of contract management and analysis and suggest improvements for other areas outside the team that impact the end-to-end process. Escalate any issues that may prevent the Trust reaching the targets described within the IM&T strategy and/or objectives set for each contract. Ensure that contracts are managed in compliance with Data Protection / Confidentiality / Information Governance / Caldicott principles. Produce and analyse KPI's and outcomes of contracts e.g., utilisation and effectiveness of ePCR. Analyse results and formulate detailed reports as and when required Present results of contract monitoring to a range of audiences including strategic leads and Senior Managers, as required. Deliver training to the Investments & Contracts team and the IM&T department regarding IM&T live contracts. Work in a manner which encompasses Equality and Diversity & Inclusion for all. Generate and sustain positive working relationships that promote Trust values and behaviours showing care, teamwork, quality, respect and honesty and openness. Utilise well developed engagement, communication, and negotiation skills to bring staff on board with contracts and motivate them to deliver outcomes. Support the IM&T Investments & Contracts Manager in the recruitment, management, training, and development of any direct report administrative and/or support staff, as required. To represent managers at meetings in their absence Undertake any other duties from time to time as directed by the IM&T Investments & Contracts Manager within the grade and responsibilities of the post.
Atalian Servest
Newcastle Upon Tyne, Tyne And Wear
Would you be interested to join a leading facilities management company with a reputation for excellence? Atalian Servest is currently recruiting for a Helpdesk and Planning Analyst to join our passionate and driven team in Newcastle! Reference: /WD/31-12/147/12 Job Title: Helpdesk and Planning Analyst Salary: Competitive Working Hours: Variable shift rota - 06:00 - 14:00, 14:00 - 23:00 - 40 hours per week Location: Newcastle Your primary responsibilities will include: Responsibility for the effective operational day to day delivery of the helpdesk Service to the LNER contract. Responsibility for the planning and scheduling of Planned service requirements including (but not limited to) Deep Cleans, Tankering, Materials and Supplies. Responsibility for the planning scheduling and delivery of reactive service requirement including (but not limited to) routine cleaning, specialist cleaning to LNER Assets and locations within the contract scope. Operational day to day delivery of a centralised reporting service for administrative reporting including (but not limited to) absence notifications, incident notifications and escalation to the relevant manager. Operational day to day delivery of a centralised of centralised supplies ordering service in line with the agreed process. Ordering of Staff Uniforms and PPE. Ensure that all operational changes to the LNER diagrams, programmes and schedules are monitored proactively and that changes are communicated to operational teams. Contribute to improving customer service by ensuring timeliness in response to queries, complaints and service requests received by the helpdesk. Seek and act on feedback from Internal and External Stakeholders to ensure continuous improvement of the services. Deliver the helpdesk service in line with KPIs, SLAs and other metrics. Monitor the Atalian Servest - LNER Helpdesk ensuring that all enquiries are dealt with within agreed SLA's. Escalate any enquiry that you are unable to resolve to the Business Support Manager. Coordinate and liaise with internal and external resources or clients. Communication across the LNER contract ensuring information is cascaded to internal teams, the client and other internal and external stakeholders as required. Communicate to the operational teams any reactive requests or other operational requirements. Provide follow-ups and closeout of requests made to the helpdesk. Ensure a handover/takeover at commencement and end of shifts (where applicable). Update management systems, reports, databases and contractual documentation. Provide customer feedback to the appropriate internal teams. Any other helpdesk related duties that may be required from time to time. About You: A proven track record Proven work experience working on a helpdesk or in a customer service call centre. Experience in delivering the standard for safety, quality, time, and cost. Customer-service-focused approach operating in an environment that requires diplomacy and tact. Strong interpersonal skills with an ability to operate and build credibility at all levels and with key stakeholders. Good diplomacy skills combined with the confidence and resilience to handle potential conflict situations. Ability to resolve conflicting issues and priorities. Able to grasp technical and operational issues and advise on solutions. Excellent written, verbal, and interpersonal communications skills. Good IT skills including use of MS Office applications and tools. Organisation skills for meeting deadlines and supporting others to do the same. Relationship building, Customer Care, Self-development, Leadership, Decision-making techniques, Problem-solving, Initiative/lateral thinking, HSE experience, Interpersonal, Planning and Organisational Skills, I.T. Skills. Experience of managing /motivating people. Experience of working in a large complex organisation. Understanding of railway diagrams. Experience of working in a transport environment. Benefits: Paid Holiday. Employee Referral Scheme. Learning and development opportunities. Supportive working culture and future progression opportunities. Mobile, legal, bicycle, breakdown, and retail discounts. Eye test and glasses reimbursement. Cycle 2 work scheme. How to apply? If you are interested to join a business that encourages professional development, career progression and entrepreneurial spirit, then please click apply and we will be in touch soon! *** STRICTLY NO AGENCIES *** Atalian Servest won the IWFM Impact Award 2021 for Diversity & Inclusion. Atalian Servest are an equal opportunity employer and are proud of the diversity represented across our business. We actively encourage applications from talented and qualified individuals regardless of race, gender, ethnicity, religion, sexual orientation, disability or age. The IWFM Diversity Initiative award is one of the most significant in the UK facilities management sector. Winning recognises and commends several initiatives that Atalian Servest have introduced in the last 18 months; CHROMA, Opportunity and ONE. CHROMA is a colleague-led Diversity & Inclusion platform, comprising of three networks; LGBTQ, Physical & Mental Health and Race, Ethnicity & Faith networks. The aim of the networks, who are supported by UK & Ireland board sponsors, is to champion inclusiveness, improve company policies and governance, and to empower all colleagues to use their voice for proactive change. Opportunity was created with one core purpose - to provide accessible and equal learning opportunities for all of our colleagues. The interactive Learner Experience Platform aims to develop our colleagues as independent, confident, and successful individuals. Lastly, ONE is the Atalian Servest innovation challenge. Open to our 28,000 strong workforce
Feb 22, 2022
Full time
Would you be interested to join a leading facilities management company with a reputation for excellence? Atalian Servest is currently recruiting for a Helpdesk and Planning Analyst to join our passionate and driven team in Newcastle! Reference: /WD/31-12/147/12 Job Title: Helpdesk and Planning Analyst Salary: Competitive Working Hours: Variable shift rota - 06:00 - 14:00, 14:00 - 23:00 - 40 hours per week Location: Newcastle Your primary responsibilities will include: Responsibility for the effective operational day to day delivery of the helpdesk Service to the LNER contract. Responsibility for the planning and scheduling of Planned service requirements including (but not limited to) Deep Cleans, Tankering, Materials and Supplies. Responsibility for the planning scheduling and delivery of reactive service requirement including (but not limited to) routine cleaning, specialist cleaning to LNER Assets and locations within the contract scope. Operational day to day delivery of a centralised reporting service for administrative reporting including (but not limited to) absence notifications, incident notifications and escalation to the relevant manager. Operational day to day delivery of a centralised of centralised supplies ordering service in line with the agreed process. Ordering of Staff Uniforms and PPE. Ensure that all operational changes to the LNER diagrams, programmes and schedules are monitored proactively and that changes are communicated to operational teams. Contribute to improving customer service by ensuring timeliness in response to queries, complaints and service requests received by the helpdesk. Seek and act on feedback from Internal and External Stakeholders to ensure continuous improvement of the services. Deliver the helpdesk service in line with KPIs, SLAs and other metrics. Monitor the Atalian Servest - LNER Helpdesk ensuring that all enquiries are dealt with within agreed SLA's. Escalate any enquiry that you are unable to resolve to the Business Support Manager. Coordinate and liaise with internal and external resources or clients. Communication across the LNER contract ensuring information is cascaded to internal teams, the client and other internal and external stakeholders as required. Communicate to the operational teams any reactive requests or other operational requirements. Provide follow-ups and closeout of requests made to the helpdesk. Ensure a handover/takeover at commencement and end of shifts (where applicable). Update management systems, reports, databases and contractual documentation. Provide customer feedback to the appropriate internal teams. Any other helpdesk related duties that may be required from time to time. About You: A proven track record Proven work experience working on a helpdesk or in a customer service call centre. Experience in delivering the standard for safety, quality, time, and cost. Customer-service-focused approach operating in an environment that requires diplomacy and tact. Strong interpersonal skills with an ability to operate and build credibility at all levels and with key stakeholders. Good diplomacy skills combined with the confidence and resilience to handle potential conflict situations. Ability to resolve conflicting issues and priorities. Able to grasp technical and operational issues and advise on solutions. Excellent written, verbal, and interpersonal communications skills. Good IT skills including use of MS Office applications and tools. Organisation skills for meeting deadlines and supporting others to do the same. Relationship building, Customer Care, Self-development, Leadership, Decision-making techniques, Problem-solving, Initiative/lateral thinking, HSE experience, Interpersonal, Planning and Organisational Skills, I.T. Skills. Experience of managing /motivating people. Experience of working in a large complex organisation. Understanding of railway diagrams. Experience of working in a transport environment. Benefits: Paid Holiday. Employee Referral Scheme. Learning and development opportunities. Supportive working culture and future progression opportunities. Mobile, legal, bicycle, breakdown, and retail discounts. Eye test and glasses reimbursement. Cycle 2 work scheme. How to apply? If you are interested to join a business that encourages professional development, career progression and entrepreneurial spirit, then please click apply and we will be in touch soon! *** STRICTLY NO AGENCIES *** Atalian Servest won the IWFM Impact Award 2021 for Diversity & Inclusion. Atalian Servest are an equal opportunity employer and are proud of the diversity represented across our business. We actively encourage applications from talented and qualified individuals regardless of race, gender, ethnicity, religion, sexual orientation, disability or age. The IWFM Diversity Initiative award is one of the most significant in the UK facilities management sector. Winning recognises and commends several initiatives that Atalian Servest have introduced in the last 18 months; CHROMA, Opportunity and ONE. CHROMA is a colleague-led Diversity & Inclusion platform, comprising of three networks; LGBTQ, Physical & Mental Health and Race, Ethnicity & Faith networks. The aim of the networks, who are supported by UK & Ireland board sponsors, is to champion inclusiveness, improve company policies and governance, and to empower all colleagues to use their voice for proactive change. Opportunity was created with one core purpose - to provide accessible and equal learning opportunities for all of our colleagues. The interactive Learner Experience Platform aims to develop our colleagues as independent, confident, and successful individuals. Lastly, ONE is the Atalian Servest innovation challenge. Open to our 28,000 strong workforce
1st Line Support Analyst - Reading ESP Global Services are currently recruiting a 1st line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks Manager you will work on our global IT helpdesk providing 1st line support to a range of ESP's clients. Our service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue. Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to either 2nd Line Support or the correct resolution group, with clear, concise and detailed information recorded on the individual ticket, to enable efficient call management and resolution within SLA. Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels. Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle. Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction. Ensure that all activities, including any chases or follow ups, are added to call management toolsets, or any relevant customer databases to enable continuous support from ESP's Global Service Desks. Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations and escalate in line with operating procedures where required. Maintain high standards of customer service at all times to encourage an excellent customer experience. Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket. Ensure that all defined telephony and email service levels are met. What are we looking for? At least 2 years' experience in an IT support/ Service Desk Analyst role Excellent use of MS Office products Good understanding of IT networks and IT fundamentals Self-motivated with a willingness to learn and adapt to any new change or situation Very good verbal and written communication skills German language speaking is required Process driven with the ability to be innovative Excellent inter-personal skills; ability to communicate with customers at all levels. ESP offers a basic salary between £24,000-£29,000 + £2700 shift allowance + pension, life assurance and access to ongoing training and career development. The Service Desk team offer 24x7 support so to be considered for this role you must be flexible with working day and night shifts. This role is on a 4 on 4 off basis covering the hours of 7am - 7pm, 7pm - 7am Please apply now to be considered. We will endeavour to get back to all applicants by phone/ email
Feb 21, 2022
Full time
1st Line Support Analyst - Reading ESP Global Services are currently recruiting a 1st line support analyst to join our Reading headquarters. We are a managed service provider for IT support and infrastructure solutions where we support clients worldwide 24/7. Reporting to the Global Service Desks Manager you will work on our global IT helpdesk providing 1st line support to a range of ESP's clients. Our service desk team in Reading support over 250 customers, diagnosing and resolving issues with their software, hardware and service. We are looking for people who are passionate about technology and increasing their existing knowledge, whilst delivering exceptional customer service. A snapshot of what you will be doing: Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out fault diagnosis, call vetting and technical support to provide first line ticket resolution or escalation For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue. Where a ticket cannot be resolved on a first-line fix basis, ensure that it is assigned to either 2nd Line Support or the correct resolution group, with clear, concise and detailed information recorded on the individual ticket, to enable efficient call management and resolution within SLA. Pro-actively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual services levels. Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle. Utilise and update available Knowledge Bases to maximise the speed of resolution and improve customer satisfaction. Ensure that all activities, including any chases or follow ups, are added to call management toolsets, or any relevant customer databases to enable continuous support from ESP's Global Service Desks. Proactively carry out call management in a priority order, with the goal of reducing tickets that are in jeopardy of breaching contractual obligations as well as managing customer expectations to reduce escalations and escalate in line with operating procedures where required. Maintain high standards of customer service at all times to encourage an excellent customer experience. Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket. Ensure that all defined telephony and email service levels are met. What are we looking for? At least 2 years' experience in an IT support/ Service Desk Analyst role Excellent use of MS Office products Good understanding of IT networks and IT fundamentals Self-motivated with a willingness to learn and adapt to any new change or situation Very good verbal and written communication skills German language speaking is required Process driven with the ability to be innovative Excellent inter-personal skills; ability to communicate with customers at all levels. ESP offers a basic salary between £24,000-£29,000 + £2700 shift allowance + pension, life assurance and access to ongoing training and career development. The Service Desk team offer 24x7 support so to be considered for this role you must be flexible with working day and night shifts. This role is on a 4 on 4 off basis covering the hours of 7am - 7pm, 7pm - 7am Please apply now to be considered. We will endeavour to get back to all applicants by phone/ email
The Vacancy Do you want the opportunity to join a market leading healthcare technology company with real progression opportunities? If you are truly passionate about customer service, ambitious and thrive in a fast paced environment then our Customer Support Analyst role is for you! Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a number of Customer Support Analysts to join our Customer Support function to provide fantastic customer service to end users of our products and services. Development is key at EMIS, as Customer Support Analyst you will be provided with the tools to transform your career here. Within Customer Support you will develop your technical understanding, be upskilled and trained across our complete product portfolio and have regular career conversations to map out your next steps with EMIS. Our Customer Support Analysts work proactively within the Service Desk team to support 500,000 customers professionally diagnosing and resolving issues with our bespoke software. This is a fantastic opportunity to learn about our products through working with our customers and gives you the chance to further progress within EMIS. This is a full time permanent role working 37.5 hours on a 5/7 shift pattern. You will be based predominately from our Leeds office (LS10) and the remainder from home. What you'll do As Customer Support Analyst, your key duties will include: Provide first class customer service through active listening and effective questioning Diagnose and respond to customer issues using process and procedural knowledge gained via specialised training Problem solve reoccurring customer issues that require judgement and decision making Accurately raise, capture, prioritise and manage customer issues using internal tool sets Contribute to the continuous improvement of Customer Support Who you'll be We want to make sure you're set for success, so the key skills and experience we're looking for are below: Excellent interpersonal skills and the ability to empathise with customers Time spent in a fast paced customer service role, either face to face or a helpdesk setting A solution focused mind set and confidence working in a target/ SLA /KPI driven environment Basic IT knowledge A good understanding of Microsoft Office A proactive and inquisitive nature and a strong questioning ability Next steps We're looking for motivated, inquisitive and adaptable Customer Support Analysts to join our team so we want to get to know you in the interview process! Shortlisted candidates will be contacted to complete a short pre-loaded video interview so you can showcase your skills and personality in real time. Keep an eye out on your inbox. We will then be inviting shortlisted candidates to an assessment centre morning week commencing 15th November, with a view to start in December.
Dec 09, 2021
Full time
The Vacancy Do you want the opportunity to join a market leading healthcare technology company with real progression opportunities? If you are truly passionate about customer service, ambitious and thrive in a fast paced environment then our Customer Support Analyst role is for you! Responsible for providing essential technology to 10,000 healthcare organisations across all major UK health sectors, we are looking for a number of Customer Support Analysts to join our Customer Support function to provide fantastic customer service to end users of our products and services. Development is key at EMIS, as Customer Support Analyst you will be provided with the tools to transform your career here. Within Customer Support you will develop your technical understanding, be upskilled and trained across our complete product portfolio and have regular career conversations to map out your next steps with EMIS. Our Customer Support Analysts work proactively within the Service Desk team to support 500,000 customers professionally diagnosing and resolving issues with our bespoke software. This is a fantastic opportunity to learn about our products through working with our customers and gives you the chance to further progress within EMIS. This is a full time permanent role working 37.5 hours on a 5/7 shift pattern. You will be based predominately from our Leeds office (LS10) and the remainder from home. What you'll do As Customer Support Analyst, your key duties will include: Provide first class customer service through active listening and effective questioning Diagnose and respond to customer issues using process and procedural knowledge gained via specialised training Problem solve reoccurring customer issues that require judgement and decision making Accurately raise, capture, prioritise and manage customer issues using internal tool sets Contribute to the continuous improvement of Customer Support Who you'll be We want to make sure you're set for success, so the key skills and experience we're looking for are below: Excellent interpersonal skills and the ability to empathise with customers Time spent in a fast paced customer service role, either face to face or a helpdesk setting A solution focused mind set and confidence working in a target/ SLA /KPI driven environment Basic IT knowledge A good understanding of Microsoft Office A proactive and inquisitive nature and a strong questioning ability Next steps We're looking for motivated, inquisitive and adaptable Customer Support Analysts to join our team so we want to get to know you in the interview process! Shortlisted candidates will be contacted to complete a short pre-loaded video interview so you can showcase your skills and personality in real time. Keep an eye out on your inbox. We will then be inviting shortlisted candidates to an assessment centre morning week commencing 15th November, with a view to start in December.
TerraQuest Service Desk Analyst- 6month FTC Location: Birmingham office with the option for remote working 2 days per week Salary c£25,000 (Pro Rata) Due to a period of sustained growth we are looking to hire a Service Desk Analyst to join our Birmingham office. About the role The Service Desk Analyst will join an experienced team working within an ITIL framework to provide first and second line support for external customers of TerraQuest web services, including the award winning Planning Portal. Responsibilities Maintaining a high degree of customer service, act as a single point of contact for phone calls and emails regarding issues, queries, and requests Log, own, and manage tickets in the ManageEngine Service Desk software Working with 3rd party suppliers and specialist support groups to undertake analysis, diagnosis, and resolution of issues. Respond and resolve tickets in line with Service Level Agreements, proactively escalating incidents when required. Carry out pre approved changes, configuration and investigation of issues using bespoke admin tools - training will be provided. Liaison with customers and colleagues to seek/provide insight to maintain ongoing improvements to services, existing products, and processes by,Flagging any patterns/recurring incidents. Providing feedback on how existing products and services can be improved, including potential business opportunities Daily reporting and administrative tasks Work with the Service Manager to ensure that disruption to the availability of services and customer service levels are kept to a minimum Ensure expected level of customer service met by: Ensuring that customers can contact the Service Desk during the published supported hours (08:00 - 18:00), adhering to the rota and escalating any potential concerns as early as possible. Ensuring sufficient knowledge of services and associated processes and procedures Candidate Essential Criteria Experience of supporting web service, client facing apps Good troubleshooting skills with experience of working on a Service Desk, preferably within an ITIL framework Good telephone manner with experience of assisting a variety of external customers. Good written English, with experience of dealing with external customers by email. Experience of using a call logging tool ITIL foundation qualification (desirable) In return you will have the opportunity to work with a business that strongly values its staff with opportunities to progress. A competitive basic salary and generous benefits package. If you would like to be considered for this position, please apply with an up to date CV. *Please note due to the high number of applications we receive if you have not had a response within 10 days, unfortunately your application has been unsuccessful.
Dec 03, 2021
Contractor
TerraQuest Service Desk Analyst- 6month FTC Location: Birmingham office with the option for remote working 2 days per week Salary c£25,000 (Pro Rata) Due to a period of sustained growth we are looking to hire a Service Desk Analyst to join our Birmingham office. About the role The Service Desk Analyst will join an experienced team working within an ITIL framework to provide first and second line support for external customers of TerraQuest web services, including the award winning Planning Portal. Responsibilities Maintaining a high degree of customer service, act as a single point of contact for phone calls and emails regarding issues, queries, and requests Log, own, and manage tickets in the ManageEngine Service Desk software Working with 3rd party suppliers and specialist support groups to undertake analysis, diagnosis, and resolution of issues. Respond and resolve tickets in line with Service Level Agreements, proactively escalating incidents when required. Carry out pre approved changes, configuration and investigation of issues using bespoke admin tools - training will be provided. Liaison with customers and colleagues to seek/provide insight to maintain ongoing improvements to services, existing products, and processes by,Flagging any patterns/recurring incidents. Providing feedback on how existing products and services can be improved, including potential business opportunities Daily reporting and administrative tasks Work with the Service Manager to ensure that disruption to the availability of services and customer service levels are kept to a minimum Ensure expected level of customer service met by: Ensuring that customers can contact the Service Desk during the published supported hours (08:00 - 18:00), adhering to the rota and escalating any potential concerns as early as possible. Ensuring sufficient knowledge of services and associated processes and procedures Candidate Essential Criteria Experience of supporting web service, client facing apps Good troubleshooting skills with experience of working on a Service Desk, preferably within an ITIL framework Good telephone manner with experience of assisting a variety of external customers. Good written English, with experience of dealing with external customers by email. Experience of using a call logging tool ITIL foundation qualification (desirable) In return you will have the opportunity to work with a business that strongly values its staff with opportunities to progress. A competitive basic salary and generous benefits package. If you would like to be considered for this position, please apply with an up to date CV. *Please note due to the high number of applications we receive if you have not had a response within 10 days, unfortunately your application has been unsuccessful.
We are currently recruiting Level 1 Technical Analysts on a temporary basis (approx 6 months) for within our Service Desk environment in Greenock. The main objective of the Service Desk is to act as the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging IMACs. The role will be based from home however hybrid working will be implemented once the office location fully opens inline with Covid guidelines. Responsibilities Be available to take calls from end-users as the first point of contact Answer all telephone calls in a polite and professional manner Demonstrate high levels of customer services skills to improve the end-user experience Demonstrate a high level of technical ability to improve first-time fix rate Arrange and perform customer callbacks to ensure a high level of desk fixes Ensure all SLA targets are monitored, when working with tickets Be an effective team member, contributing ideas within and also outside areas of responsibility Maintain effective communication with the Service Desk team members and resolver groups Work as part of a team, coordinated by their Service Leaders Have a detailed understanding of Service Desk responsibilities and service level target Ensure a thorough knowledge of Front Office & Back Office Procedures and Processes Ensure an understanding of the client's company structure and location Ensure an understanding of the support provided by the Service desk Knowledge of all tools used; e.g Service Now, Remedy , Go To Assist, etc Display good interpersonal skills Good communications being tactful and diplomatic to the user's problems Use all Service desk tools to assist in logging and resolving users problems including Knowledge Base Escalate all user concerns and dissatisfaction with the service to the Service Leader Ensure that the escalation process is invoked for all calls when relevant Assist, where necessary, in any additional tasks from Service Leaders Proactively work with Service Leaders to actively improve the service Service Desk meetings as required Promote and grow customer confidence in the service desk's ability Key Skills Technical knowledge in networks, Software, and Hardware Thorough knowledge of Go to Assist Flexible with working hours Approachable Team Player Good time management/organisational skills. Ability to work under pressure Able to demonstrate good leadership skills. Proactive to improve Service desk performance Decision maker Interested? Apply Now!
Dec 02, 2021
Full time
We are currently recruiting Level 1 Technical Analysts on a temporary basis (approx 6 months) for within our Service Desk environment in Greenock. The main objective of the Service Desk is to act as the single point of contact between service providers and the Client on a day to day basis. It is also a focal point for reporting new incidents, requesting updates in existing incidents and making service requests and logging IMACs. The role will be based from home however hybrid working will be implemented once the office location fully opens inline with Covid guidelines. Responsibilities Be available to take calls from end-users as the first point of contact Answer all telephone calls in a polite and professional manner Demonstrate high levels of customer services skills to improve the end-user experience Demonstrate a high level of technical ability to improve first-time fix rate Arrange and perform customer callbacks to ensure a high level of desk fixes Ensure all SLA targets are monitored, when working with tickets Be an effective team member, contributing ideas within and also outside areas of responsibility Maintain effective communication with the Service Desk team members and resolver groups Work as part of a team, coordinated by their Service Leaders Have a detailed understanding of Service Desk responsibilities and service level target Ensure a thorough knowledge of Front Office & Back Office Procedures and Processes Ensure an understanding of the client's company structure and location Ensure an understanding of the support provided by the Service desk Knowledge of all tools used; e.g Service Now, Remedy , Go To Assist, etc Display good interpersonal skills Good communications being tactful and diplomatic to the user's problems Use all Service desk tools to assist in logging and resolving users problems including Knowledge Base Escalate all user concerns and dissatisfaction with the service to the Service Leader Ensure that the escalation process is invoked for all calls when relevant Assist, where necessary, in any additional tasks from Service Leaders Proactively work with Service Leaders to actively improve the service Service Desk meetings as required Promote and grow customer confidence in the service desk's ability Key Skills Technical knowledge in networks, Software, and Hardware Thorough knowledge of Go to Assist Flexible with working hours Approachable Team Player Good time management/organisational skills. Ability to work under pressure Able to demonstrate good leadership skills. Proactive to improve Service desk performance Decision maker Interested? Apply Now!
We have an exciting opportunity for a Junior Business Systems Analyst to join our IT Team. This role is a based in our Head Office in Central London, with a competitive salary on offer of up to £35,000. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us provide the best, personalised healthcare, and deliver our three core values of; Caring, Inspiring and Pioneering. Established in 1932, The London Clinic is one of the UK's largest independently owned non-profit hospital, with state-of-the-art facilities located on Harley Street. We have circa 1200 employees, a total of 8 premises, and we are dedicated to providing the best, personalised healthcare with a breadth of surgical and medical expertise. Job Description As the Junior Business Systems Analyst you will provide technical knowledge expertise for the administration for applications and systems that support The London Clinic, providing day to day System, Application and Device Administration & Management. Job Type: (Full Time, permanent position working 37.5 hours per week)Hours: Monday- Friday within the core hours of 9am - 5.30pmBenefits package: We offer a comprehensive package including a contributory pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 days annual leave (inclusive), as well as a wide range of other benefits. Duties & ResponsibilitiesFulfilling Request Administration Tasks across a broad range of systems, applications and devices (i.e. mobile devices, Television support)Fulfilling housekeeping Administration Tasks across a broad range of non-medical/clinical systems, applications and devicesSetting up and configuration of devices such as mobile devices, label printers and computersEnsuring that all administration tasks are fulfilled in a consistent and timely wayEnsure task documentation is kept up to date for process & procedural changes Skills & ExperienceAbility to technically troubleshoot in medium/large complex environmentsPrevious experience as a Service/Help Desk either in a Vendor/Corporate Contact CentreApplication administration to create/disable users/change accessPrevious Service Desk experience We are an organisation that has charitable status and this helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes. The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.
Mar 23, 2021
Full time
We have an exciting opportunity for a Junior Business Systems Analyst to join our IT Team. This role is a based in our Head Office in Central London, with a competitive salary on offer of up to £35,000. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us provide the best, personalised healthcare, and deliver our three core values of; Caring, Inspiring and Pioneering. Established in 1932, The London Clinic is one of the UK's largest independently owned non-profit hospital, with state-of-the-art facilities located on Harley Street. We have circa 1200 employees, a total of 8 premises, and we are dedicated to providing the best, personalised healthcare with a breadth of surgical and medical expertise. Job Description As the Junior Business Systems Analyst you will provide technical knowledge expertise for the administration for applications and systems that support The London Clinic, providing day to day System, Application and Device Administration & Management. Job Type: (Full Time, permanent position working 37.5 hours per week)Hours: Monday- Friday within the core hours of 9am - 5.30pmBenefits package: We offer a comprehensive package including a contributory pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 days annual leave (inclusive), as well as a wide range of other benefits. Duties & ResponsibilitiesFulfilling Request Administration Tasks across a broad range of systems, applications and devices (i.e. mobile devices, Television support)Fulfilling housekeeping Administration Tasks across a broad range of non-medical/clinical systems, applications and devicesSetting up and configuration of devices such as mobile devices, label printers and computersEnsuring that all administration tasks are fulfilled in a consistent and timely wayEnsure task documentation is kept up to date for process & procedural changes Skills & ExperienceAbility to technically troubleshoot in medium/large complex environmentsPrevious experience as a Service/Help Desk either in a Vendor/Corporate Contact CentreApplication administration to create/disable users/change accessPrevious Service Desk experience We are an organisation that has charitable status and this helps us to drive forward our mission of reinvesting our income to deliver better patient outcomes. The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.