Support Service Desk Consultant

Andy File Associates Limited are working on behalf of their client as a recruitment agency with regards this permanent vacancy

Support Service Desk Consultant

Outline Role:-

Our client requires 2nd line support personnel to provide service desk assistance to enable the delivery of excellent software support services to external clients.

The ideal candidate will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment. This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern comprising of Monday – Friday 9.00 am – 5.30 pm with 2 out of every 8 weeks working the US shift of 17.00 pm – 01.30 am (£100 per week additional payment for the US shift).

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

Day to Day activities

a) Having daily contact with the Service team members providing good communications Upward reporting of progress and problems to the Service Desk Team Leader
b) Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c) Influencing and advising customers on standard ways of achieving changes to their needs
d) Being a self-starter and able to work independently or as part of a team to identify possible solutions
e) Logging and investigating issues/requests and providing first/second line services for those tickets
f) Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g) Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h) Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i) Identifying and controlling the tasks allocated to you in order to meet specified time scales
j) Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k) Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l) Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

Additional Requirements

a) On occasion, when requested, to provide an on-site presence for the purpose of improving client relationships and supporting clients;
– software installation and hand holding
– training
– improving system/operational knowledge

b) Ensuring that tasks are completed as set by the GSSM or Directors
c) Being able to manage time effectively in order to work in an efficient organised way
d) Continuously searching for ways of improving all aspects of the role
e) Having good computer skills in order to use every day applications
f) To follow the company procedures in term of:-
– Timekeeping
– Time recording
– Dress code
– Discipline
– Administrative requirements

Advantageous Requirements

a) To be able to map customer requirements to the Base system, writing specifications to identify;
– New functionality to meet the needs of both parties
– Configurable changes
b) To understand and have experience in the operational workings of a warehouse environment
c) To have experience writing SQL to a competent level
d) Have an analytical mind-set

Expected Career Paths:- The following are the expected career paths for successful candidates in this role:

a) Enterprise Service Desk
b) Testing/QA Team
c) Junior/Senior Project Management
d) Account Management
e) Development Team

Once known a career path is encouraged and coached in order to meet that goal. It is expected that 12 months is a minimum experience level before proceeding towards the chosen path.

Other duties may be required to be carried out, as requested by the Manager’s and Director’s of the company

Benefits – 25 days holiday + stats Pension Scheme (3% employer contribution), BUPA Scheme, Critical Illness Cover, Life Insurance

 

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Support Service Desk Consultants

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards these permanent vacancies.

Our client requires both 1st and 2nd line support personnel to provide service desk services to enable the delivery of excellent software support services to external clients.

The ideal candidates will be inquisitive, thorough and tenacious with a strong desire to succeed in a challenging environment.  This is not simply a customer service or IT Service Desk role, the successful candidates will enjoy a varied and complex role and will be required to work a rolling shift pattern.

Responsibilities:-

The responsibilities of this role are significant and wide ranging, below are detailed the responsibilities and consequently the deliverables required of the ‘Service Desk Consultant’.

1.    Day to Day activities:

a)    Having daily contact with the Service team members providing good communications  Upward reporting of progress and problems to the Service Desk Team Leader
b)    Using problem solving skills to communicate with customers and negotiate on operational challenges and issues with the application
c)     Influencing and advising customers on standard ways of achieving changes to their needs
d)    Being a self-starter and able to work independently or as part of a team to identify possible solutions
e)     Logging and investigating issues/requests and providing first/second line services for those tickets
f)      Identifying, performing, testing and investigating options around changes/issues with the system software or configuration
g)     Explaining reasoning behind decisions and identifying opportunities for improvement both operationally, systematically and processes internally
h)     Effectively analysing situations and working with Development, Testing and Project teams in a professional manner to ensure the very best level of service for our clients
i)      Identifying and controlling the tasks allocated to you in order to meet specified time scales
j)      Ensuring clients expectations are set appropriately and are responded to within the agreed SLAs
k)     Ensuring ticket priorities are completed in accordance with the requirements of the client and foresee/prevent client escalation
l)      Remaining positive and constructive in times of pressure and collaborating for a best case conclusion for all parties

2.    Additional Requirements

a)    On occasion, when requested, to provide an on-site presence for the purpose of:
•    improving client relationships and supporting clients
•    software installation and hand holding
•    training
•    improving system/operational knowledge
b)    Ensuring that tasks are completed as set by the GSSM or Directors
c)    Being able to manage time effectively in order to work in an efficient organised way.
d)    Continuously searching for ways of improving all aspects of the role.
e)    Having good computer skills in order to use every day applications.
f)    To follow the company procedures in term of:-
•    Timekeeping
•    Time recording
•    Dress code
•    Discipline
•    Administrative requirements

3.    Advantageous Requirements

a)    To be able to map customer requirements to the Base system, writing specifications to identify:
i)     New functionality to meet the needs of both parties
ii)    Configurable changes
b)    To understand and have experience in the operational workings of a warehouse environment
c)    To have experience writing SQL to a competent level (required for 2nd line support only)
d)    Have an analytical mind-set

Expected Career Paths:-

The following are the expected career paths for successful candidates in this role:

a)    Enterprise Service Desk
b)    Testing/QA Team
c)    Junior/Senior Project Management
d)    Account Management
e)    Development Team

Once known a career path is encouraged and coached in order to meet that goal.  It’s expected that 12 months is a minimum experience level before proceeding towards the chosen path.

To carry out other duties as requested by the Managers and Directors of the company.

 

Debra Foster's Job Enquiry Form

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Junior IT Technician

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position.

Outline Job Purpose: To work in the technical department to provide day to day telephone and onsite support for both internal and external clients.  The role is business critical and will be very hands on.

To co-ordinate and work jointly with colleagues to facilitate services to achieve the departments and the businesses priorities and goals.

The role will involve travelling to client sites to perform installations as well as performing on site diagnostics. The candidate will be required to be on an out of hour’s rota and be able to work occasional overnight and weekends as required.

Duties:  To ensure timely delivery of Technical Services from the department, including:-

  • Installing and configuring computer systems
  • Diagnosing and solving hardware/software faults
  • Logging customer/employee queries
  • Analysing call logs to spot trends and underlying issues

The candidate should be able to demonstrate experience of using windows operating systems

Responsibilities:-

Systems Administration

  • Ensure that day-to-day operations are performed as necessary to ensure the smooth running and security of the company software, systems and data

Software Maintenance

  • Ensure that new software is installed as required and that patches or problem fixes are applied as deemed necessary
  • Investigate any problems that may arise and provide solutions where possible
  • Provide appropriate IT resources for software used by the company in the course if its business

Technical Support

  • Provide technical support where required to internal departments and company customers
  • Equipment Procurement
  • Evaluate and advise on specifications and suitable suppliers for computer related hardware and software

Department Administration

  • Ensure that the general company administration procedures are maintained, also maintaining suitable records to ensure that the company operates within the legal requirements of any software supplier
  • Responsibility for Product Licensing, VAR/OEM contract administration and provision of the maintenance of the company IT equipment register

To carry out other duties as requested by the Directors of the company

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Database & Network Administrator

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent position.

The candidate will work in the technical department to provide day to day telephone & onsite support for both internal and external clients.

This role is business critical and will very much be hands on.

Skills and Experience

  • Proven high proficiency of Microsoft platforms, software and applications
  • Proven high level ability to provide support with a high level of independent resolution
  • Applicants need to have a good level of experience of SQL Server DB administration, which includes 2005/2008 and 2012Knowledge and use of SQL Server Command Line Tools Strong analytical and organisational skills with eye for detail and accuracy
  • Excellent understanding of structured query language (SQL)
  • Ability to draw on detailed analysis and communicate key points, findings and recommendations an engaging way using appropriate language and style dependent on audience. Use appropriate data visualisation tools, present data and insight in meaningful ways, which can be understood by a range of audiences.
  • Knowledge of Always-On, replication, and Clustering.
  • Knowledge of backup strategies and data recovery.
  • Experience with administrating windows based IT networks, router configuration & LAN/WAN technologies.
  • Any knowledge of Red gate SQL monitoring and PowerShell/ scripting would be advantageous.

The successful candidate will possess excellent personal IT skills, demonstrate well-developed analytical, interpersonal and communications skills with an ability to forge strong relationships with others.

The role will involve traveling to client sites to perform installations as well as performing on site diagnostics. The role also will require the candidate to be on an out of hours rota and will involve occasional weekend and overnight work.

 

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C# .Net Developer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is looking a two experienced C# .Net developer to design, maintain and support application programs. Sitting within the application delivery team this is a great opportunity for an experienced developer who is happy to work both within a team and independently. The application team are maintaining an industry leading product whilst also re-building the product to be suitable for an HTML5 environment.

Responsibilities: –

To design and maintain software using a C#/.Net environment as defined from Product Development Client Modifications and Support Tickets. The ability to understand a client’s requirements and interpret that into a spec is required as well as ensuring that any delivered software functionally conforms to the requirements.

To test and document your own work and the work of others, as and when requested by Team Leader using manual testing and any automated testing tools required.

All work must be produced to the agreed standard and timescales with clear communication to Team Leader if on time delivery is at risk.

A team player who when requested, will offer support and advice to co-workers on the feasibility of proposed systems or change requests and the individual needs to be aware of the impact of delivered work on co-workers.

With a can do attitude the individual will be supportive of the Project and Client Services Teams during the installation and live running of delivered systems.

To follow all company procedures in terms of:-

Timekeeping
Time Recording
Dress code
Discipline
Administrative Requirements
Carry out other duties as requested by the Directors of the company.

Job Qualifications: –

Programming experience in C#/.Net

Experience with MSSQL Databases

The ability to work independently and in a team

Strong problem solving skills

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IT Systems Developer

 SYSTEMS DEVELOPER

Andy File Associates Limited is working on behalf of its client as a Recruitment Agency with regards this permanent vacancy.

Our client is an award winning manufacturer and distributor of event industry products based in Rotherham. They are currently recruiting for an IT Systems Developer to work with an experienced team of professionals to focus on developments, working modules and improvements to the in-house bespoke operational systems.

Clients include Google, Virgin, Event Hire Industry, Government bodies, councils, military and branches of the emergency services along with many local and national individuals and businesses.

Skills and Experience

Our client has an existing back office system written in Classic ASP using Microsoft Access on an office based server. They are looking for an experienced developer to update the existing system and move the business forward to ASP.Net using SQL Server on a web based server. The ideal candidate will also have:

  • Knowledge or experience of HTML5, CSS3 and Jquery
  • The ability to be creative
  • Passion for details
  • Drive and enthusiasm for meeting targets

In return, you will work in a great team atmosphere, receive extensive training, and plenty of opportunities for progression.

 

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Application Support and Installation Engineer

Andy File Associates Limited are working on behalf of their client as a Recruitment Agency with regards this permanent vacancy.

Our client is currently seeking someone with a variety of skills to join our team as an Application Support and installation Engineer. We produce innovative web based applications and your role will be to support internal users and developers as well as external clients. Our client is looking for someone who has excellent communication skills and is eager to learn.

The ideal candidate will have experience on a helpdesk providing 1st and 2nd line support via telephone, email and remote support. You will be supporting a bespoke online application so previous experience in this type of role would be beneficial. We provide web – based applications, so experience with IIS or SQL is essential.

Any scripting experience would also be an advantage so ensure it is all clear in your CV.

Candidates should also have a working knowledge of ITIL Service Management, particularly Incident and Problem Management, and how it is applied practically in the Helpdesk environment.

We are looking for someone with good SQL / IIS and Windows server experience that we can train on our applications so if you have exposure to the key technologies listed and a passion to learn then this could be the perfect role for you.

Key Responsibilities:

– Assisting the support team deliver quality support to users with their core business applications.
– Monitoring the service desk for incidents. If possible, resolving them or referring them to application support specialists
– Improve applications and processes for the delivery of specialised services
– Provide systems administration of core applications, testing and implementing changes.
– Provide 1st and 2nd line support to the Operations and Business Support teams and monitor the service desk call logging software.
– Resolve any service delivery issues and customer complaints
– Identify any improvement opportunities. Provide assistance with the implementation of improvements.
– Assist in the enhancement, upgrading and testing of business applications

Key Technologies / Things to Learn:

– 1st and 2nd Line Support Email, Telephone, Remote
– Bespoke Applications
– SQL Server
– Web based IIS, Ecommerce, HTML, CSS,
– Windows Server 2008 and above
– Application build / install tools

Additional skills:

You will be a self –starter with problem solving skills who is capable of working independently

– Must be a strong communicator with professional demeanor and able to work as part of a team and on your own initiative
– You will also have effective and approachable telephone manner as well as strong organisational skills that benefit your workloads
– Must have customer service experience within similar environment and competent in your technical abilities

 

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