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2nd Line IT Service Desk Engineer Surrey - x5 Days a week onsite My client within financial services based in the Surrey area are recruiting for a 2nd Line IT Service Desk Engineer. As a 2nd Line IT Service Desk Engineer, you will be providing IT support to end users. Must have strong O365 / GPO / Azure / Exchange at Admin level Provide first response and analysis on incidents and follow through resolution. Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) 2nd Line IT Service Desk Engineer Benefits: 22 days holiday + 8 Bank Holiday (Holiday's increase to 27, 1 additional day per year worked) Healthy contributed pension Training and development Access to a number of financial based products Dress down Fridays2nd Line IT Service Desk Responsibilities: Handle incoming requests and changes to the Service Desk via telephone, e-mail, and ticketing system to ensure courteous, timely and effective resolution of end user issues within SLAs Demonstrate flexibility to enable the team to cover core hours of support (8am-6pm, Monday to Friday) Document all pertinent end user request information, including name, department, contact information and nature of problem or issue as well as regular updates Act as SMEs on fields of expertise, and / or escalate to 3rd line, supervisor, or team leader and service desk manager, as required Build rapport and elicit problem details from service desk customers Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, etc) Identify and become proficient with appropriate software and hardware used and supported by the organisation Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications Drive an all-inclusive culture that relies in clear, timely, exemplary communication and transparency, by defining expectations, prioritising properly, following through resolution, and conducting post resolution actions (Documentation of resolution as Knowledge Base Articles, post-incident communication, etc) Perform under defined timeframes and proactively report any need for deviation Attend meetings that may be necessary in the performance of your duties Comply with and uphold company policies and procedures, including but not limited to IT, Security, Health and Safety Participate in security related exercises, such as patching, security audits and the remediating actions that derive from these as and when required Understand the operation of Spam Filtering, Web Security and Antivirus Leverage provided RMM tool(s) for monitoring, administration, and remote support Administer and maintain the joiners / movers / leavers process in a timely and secure way Build and distribute corporate hardware while maintaining inventory and asset registers Undertake any additional tasks as may reasonably be required from time to time Work as part of a closely knit team of Service Delivery and collaborate effectively on a daily basis with the other IT teams Participate in the continual improvement of services and processes Create and manage support requests to 3rd party vendors when required and follow to resolution Work with the Change Manager as required per the Change Management process2nd Line IT Service Desk Engineer Skills & Experience: Minimum 3 years previous experience in a similar role as a 2nd Line IT Support in an SLA, CSAT, ITIL driven environment Experience with desktop and server operating systems, O365, SaaS, MDM, and other tools of the trade Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware preferably) Proven written and verbal communication skills Proven analytical and problem-solving abilities Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources of every levelServices advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website

Active Staff are seeking an experienced Digital Development Manager to lead the Digital Development Team and drive the Council’s digital transformation agenda. The successful candidate will be responsible for managing, designing, developing and deploying solutions to deliver efficiencies and improvements for customers and internal teams. Responsibilities of the Digital Development Manager: • Leading the Digital Development Team’s work to leverage data and technology to enhance resident services., • Leading the implementation and upgrade of Council software, providing project management and resource allocation., • Leading projects to utilise data analytics to inform decision-making, improve services, and track performance against Council priorities., • Analysing internal and external customer needs and recommend and implement appropriate solutions., • Managing the Digital Development Team to ensure the council’s business systems are operational, developed and upgraded., • Building relationships with leaders and stakeholders within the business and with external partners to promote digital innovation and manage requirements throughout project lifecycles., • Provide coaching, mentorship, and opportunities for professional growth to enhance the team's capabilities and performance., • Manage the selection, recruitment and continuous development of staff within the Digital Development team., • Interpret the needs of both technical and non-technical stakeholders, managing their expectations throughout project lifecycles and ensuring solutions meet the diverse requirements of the organisation., • Continuously assess the Council's technology landscape to identify opportunities for consolidating, automating, and streamlining systems and processes., • Stay at the forefront of emerging technologies and industry trends, advising senior leadership on opportunities for innovation with new tools and uses of data., • Lead service development and implementation of new services and enhancements to existing offerings, leveraging user feedback to drive continuous improvement., • Design and implement complex data architectures that connect operational systems, data warehouses, and analytics platforms to enable data-driven decision making., • Evaluate, test and implement artificial intelligence solutions that enhance service delivery and operational efficiency for the council., • Lead and manage the successful delivery of Council-wide digital projects, including upgrades, new systems, and online services, through effective project management and stakeholder engagement., • Ensure that systems affecting public safety, welfare, or critical financial data are properly functioning, secure, and compliant., • Work closely with business area system administrators to deliver effective application support, upgrades, testing, integration, and process improvement initiatives. The person for Digital Development Manager • Certification in Project Management (e.g. Agile), • Proven experience in managing and developing IT teams., • Proven ability to manage and deliver large-scale, complex IT projects, effectively allocating resources to balance competing priorities, and successfully engaging multiple stakeholders., • Experience in data analysis and utilizing data to inform decision-making, • Knowledge and experience of managing the upgrade and support of software applications., • Knowledge of Microsoft SQL Server Reporting Services, Granicus Forms, Power BI, web services and integration protocols such as REST, SOAP, JSON. (desirable), • Knowledge of any the following: C#, Python, XML, HTML and JavaScript. (desirable), • Must be willing to have the Baseline Personnel Security Standard checks, required for this post (DBS)

You have strong Business Process Optimisation experience with a good knowledge of process mapping, modelling techniques, and relevant process changes. As a Business Process Optimisation Specialist, you will liaise with clients to understand their current business processes, obstacles, inefficiencies