Trabajos service desk en HartlepoolCrear alertas

Company DescriptionCome join us and make a difference in the world!Discover more at NO AGENCIES PLEASEJob DescriptionAt a strategic level the Knowledge analyst will follow and adhere to the Customer Service Centre (CSC) Knowledge Management ProcessThe overall role includes:Continually improving the Knowledge Management processes.Ensuring that Knowledge articles within the Knowledge Base(s) are reviewed for relevance and accuracy.Promoting the effective use of documentation and the Knowledge Base within the business.Main ResponsibilitiesDay-to-Day Operation:The Knowledge Analyst willManage and review the progression of Knowledge Articles in accordance with the CSC Knowledge Management processes.Develop, co-ordinate and promote the effective functioning of Knowledge Management activities across all of ICT’s support and development areasEnsure all new Knowledge Articles are reviewed for relevance and accuracy prior to publication.Ensure any outdated articles are archived accordingly.Ensure any existing articles are regularly reviewed for relevance, accuracy and currency.Work closely with all areas of IT support and development to transfer knowledge allowing improved First Time fix capabilities and customer satisfaction.Work closely with Problem Management to ensure suitable work-arounds to existing problems are recorded, managed and used effectively.Examine potential areas for service improvement and raise proposals with senior ICT management via the Continuous Service Improvement processProvide expert guidance to all support teams within ICT in relation to the effective use of the Knowledge Base and any associated knowledge management systems.Manage the ITSS KnowIT SharePoint ensuring documents are reviewed and updated in accordance with ISO20000 requirements.Assist in the design and preparation of training courses relating to Knowledge Management.Provide advice and guidance to all areas of IT Support on the correct usage of the Knowledge Management System.Ensure the Knowledge Management System is maintained in line with Knowledge Management processes.Design appropriate metrics for reporting on key performance and quality indicators in relation to Knowledge Management.Process Responsibilities:Help in developing and continuously improving the CSC Knowledge Management Processes.Act as Knowledge Analyst for all CSC accounts, ensuring adherence to the Knowledge Management processes at all times.Identify and raise risks and issues with the Knowledge managers which are impacting the Knowledge Management Processes.Contribute towards the development and retention of ISO/IEC20000 accreditation.ScopeThe Scope includes the development and management of the Knowledge Management processes used within the PS IT Support area and any additional areas utilising the KB functionality.Logistics:Ensure the Knowledge Management process interfaces with the Service Desk and all other relevant ITIL process areas in an efficient and effective manner.Ensure communication channels between the Knowledge Management function and related ITIL disciplines (Service Desk, Incident and Problem Management etc.) operate effectively.KPI’sReport and Manage;Number of pending Articles.Number of archived Articles.Number of Articles awaiting review.Number of Articles awaiting publication.Customer and Support teams’ satisfaction relating to the Knowledge Management process.Client Management:Where required, work with transition managers to transfer existing knowledge into PS following successful bids.Manage the introduction of Knowledge Management processes and the Knowledge Management System to new accounts following successful bids.Pro-actively apply best practice across all AccountsQualificationsEssential Experience of working within an ITIL role Good understanding of all Service Management processes Excellent interpersonal and communication skills including previous experience liaising with all levels of management Self-motivated Flexibility in approach Ability to work under pressure Excellent customer facing and influencing skills Ability to make decisions and take ownership Experience of using a Service Management Tool Excellent knowledge of MS ExcelDesirable Experience using vFire ITIL Foundation AccreditationAdditional InformationWe pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 25 days paid holiday with the option to buy/sell (FTE)4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%A selection of flexible benefits to suit your individual needsAll colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. OTHER INFORMATIONCandidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.All offers are subject to satisfactory vetting, references and occupational health checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.Who We Are:We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.We’d love your help. And we’ll support you all the way.SummaryType: Full-timeFunction: Information TechnologyExperience level: Not ApplicableIndustry: Information Technology And Services

You should have experience working in a service desk/technical support role, where you have gained troubleshooting skills, and knowledge across M365, Windows/MacOS, and Active Directory. Job Title: Second Line Helpdesk Engineer. We have an exciting opportunity with an established & growing organ

To act as a point of escalation of any technical issues which cannot be resolved by the 1st Line Service Desk Team and provide in-depth diagnosis and technical resolution of application and administrative IT problems through desk side resolution of technical issues. We have a client in the Scunthorp

This role sits at the heart of IT operations-bridging Service Desk teams, IT service owners and business users to reduce demand, improve efficiency and strengthen self-service. Service Desk, ITSM or IT Service Delivery environment

Yolk Recruitment are supporting a leading organisation in their search for an IT Service Desk Analyst to join their busy IT Service Desk team based in Somerset. This role would suit someone with previous IT Service Desk or Desktop Support experience, or someone with a strong IT foundation looking to

As a VBSE ENOC Service Desk Analyst, you'll play a vital role in keeping mission-critical services running smoothly for Vodafone's business customers. Experience managing tickets, incidents, or escalations within a technical support, service desk, or operational environment. Act as a key point of co

We are looking for Service Desk Analysts to join the successful IT support team within a global banking client providing 1st or 2nd line technical support to a user base of over 65,000 colleagues. Previous service desk experience and understanding of working to KPI’s is an advantage. A passion for

Minimum 6 months of experience in IT Support, Service Desk, Help Desk, or Technical Support. Experience working with ticketing tools such as ServiceNow, Jira, Freshservice, Zendesk, or similar platforms. We at Coforge are looking for Service Desk Apprentice in London, UK.

Identify Solutions is seeking a Service Desk Analyst to be the first point of contact for customers using the platform, delivering a professional support experience.

Provide Service Management guidance and support to the Service Desk team. Relevant industry experience in Service Management roles, with previous experience in a Service Desk management position. The role reports into the Head of Service Management and will be responsible for overseeing the Service

Line IT Service Desk Analyst | York | £32,000 + 12% Bonus. I'm working with a FTSE 100-listed company that require an experienced 2ns line IT Service Desk Analyst to join their IT team, taking ownership of more complex incidents and requests escalated from 1st line.

During your time on our Service Desk you will be exposed to a wide range of technologies, where experience is desirable. We’re looking for a Service Desk Engineer who is passionate about delivering exceptional customer experiences above all else. Apply ITIL principles to ensure consistent, reliabl

A leading insurance group in England is seeking a Service Desk Lead to oversee. The role involves leading a team, implementing IT Service Management best practices, and ensuring service delivery aligns with business objectives. Candidates should have a background in Service Management and proven lea

Experience with ITSM/ticketing platforms such as Freshservice, ServiceNow or Jira Service Management. This is a key leadership focused on transforming an established, technically capable Service Desk, improving how the team operates and creating a more structured, data-led service. The Service Desk

Waterstons is seeking a Service Desk Engineer to deliver exceptional customer support across a diverse client base.

The award winning Cisco and Aruba Partner is searching for a Service Desk Engineer (3rd Line) to join the team. Join a leading European IT service provider and Germany’s largest IT system house. Recognized as a leader in business applications, particularly PLM and ERP solutions, the company operat

Line, 2nd Line, IT Support Engineer, Service Desk Analyst, IT Engineer, Microsoft 365, Office 365, Windows, Active Directory, Helpdesk, Troubleshooting. This role is well suited to someone in the early stages of their IT career, who has a solid foundation in IT support, perhaps 1 or 2 years experien

Minimum 8–10 years in IT Service Management, with at least 5 years in a Service Desk Manager or IT Service Delivery Manager role. Service Desk & Incident Management. Proven track record running large‑scale Service Desk operations (500+ users, high‑volume ticketing).

Our client, a leading organisation operating within a global multinational group and recognised as part of a Fortune 500 business, is seeking a highly motivated and enthusiastic IT Service Desk Analyst to join their progressive, values-driven IT Infrastructure team based at their Billingham site. Yo

A global technology firm in London is seeking a Service Desk Manager to lead IT Infrastructure Operations. The ideal candidate has extensive experience in IT Service Management, proven leadership skills, and is ITIL certified.

Solus - an Aviva company is seeking a 1st Line IT Engineer to join our Service Desk, serving 2,500+ users across 40+ sites. You will work with Microsoft 365, Azure, Intune and HaloITSM, handling hardware, software, and networking issues with a focus on reliable service delivery.

Birchwood is recruiting a Hire Desk Controller to join our Customer Service Team. You will be the first point of contact for our customers, ensuring great relationships and a high level of service. The role is a fixed-term contract for six months, working Monday to Thursday, 34 hours per week, repor

Prize Placements is seeking an IT Service Desk Team Leader to head the service desk function in Hertfordshire, UK. You will drive ITIL-based incident, problem and change processes, monitor SLAs/KPIs, and partner with infrastructure, applications and security teams to continuously improve service del

Grconsulting is seeking a Service Desk Engineer to join their team in Hertfordshire.

A leading technology provider in the financial services sector is seeking a Technical Support Specialist. Candidates must have at least 3 years of experience in IT, showcasing strong customer service skills, and the ability to troubleshoot various hardware and software issues.

Birchwood (NCC) is seeking a Customer Service Advisor (Hire Desk Controller) to join a busy team handling hire enquiries, quotes, orders and queries with a focus on excellent service.

Frontline Consultancy is seeking a Senior Service Desk Analyst to deliver maintenance for incident resolution, requests, and reporting to the centralised Service Desk division.

Falx Group is seeking an Associate Technical Specialist (Service Desk Engineer) to act as the first point of contact for technical issues across client environments.

Seeking a Senior Service Desk professional with 3 to 5 years of experience to deliver expert support and management of IT service requests and incidents. Provide high-quality Service Desk support ensuring timely resolution of user issues and service requests. Manage and resolve incidents and service

Hightown Housing Association in Hemel Hempstead is seeking an IT Service Delivery Analyst to deliver high-quality first-line IT support across phone, email, and tickets.

Softwire is seeking a Head of Infrastructure, Security & Service Desk to lead the technical team, oversee the end-user support service, and drive security across endpoints, IAM, networking and backup/DR.

We are recruiting for an experienced ICT Service Desk Analyst to join a growing Technology Services team. Experience working within an IT Service Desk or technical support environment. Deliver routine service requests and approved changes in line with IT service management processes.

VIQU IT partnered with a leading financial services organisation to hire a Service Desk & Support Manager in London. The role focuses on transforming an established service desk, shaping a data-led approach, and developing the team with strong coaching and mentoring.

Solus Accident Repair Centres is seeking a 1st Line IT Engineer to join our Service Desk. Join a collaborative team focusing on Microsoft 365, Azure and HaloITSM, with opportunities to expand your skills as the Service Desk grows. You will be the first point of contact for 2,500+ users across 40+ si

Investigo is supporting a FTSE 100-listed company in York in their search for an experienced 2nd Line IT Service Desk Analyst.

Hitachi Solutions Europe Limited is seeking a detail-oriented Service Desk Analyst to join the Lifetime Services team. You will play a key role in ensuring efficient handling of requests, maintaining service quality, and contributing to ongoing service operations across regions.

CAP Resourcing is proud to partner with a multi-award-winning, Microsoft-designated Managed IT Services Provider to recruit an experienced 2nd Line Service Desk Consultant. Service Desk Consultant 2nd Line (Infrastructure). As a 2nd Line Service Desk Consultant, you will act as a key technical escal

Yolk Recruitment are supporting a leading organisation in their search for an IT Service Desk Analyst to join their busy IT Service Desk team based in Somerset. This role provides technical support across the business, resolving incidents and service requests while delivering excellent customer serv

Working within the Service Desk & End-User Support team, the postholder delivers support both through the IT Service Desk and in person across classrooms, offices and shared learning spaces. The Service Desk Analyst provides professional, responsive and customer-focused first and second-line technic

Genuit Group is seeking a Service Desk Analyst to join the Group Service Desk, providing first-line technical support to keep colleagues productive and resolve IT issues promptly. You will diagnose hardware, software and application problems, log and track tickets, and contribute to ongoing service

GBR Recruitment Limited are partnering with a leading specialist vehicle company to recruit a temporary Service Desk Coordinator for admin and coordination tasks in support of the service department and workshop. Experience in specialist vehicles, plant machinery, agricultural tractors, or similar w

Spectrum IT Recruitment is assisting a large national UK client to hire a Contract Service Desk Lead for an initial 3-6 month on-site assignment in Portsmouth, Hampshire. The ideal candidate will lead a small Service Desk team, manage day-to-day operations, and drive performance.

Genuit Group Service Desk team, providing first-line technical support and helping colleagues stay productive through the effective resolution of IT issues and service requests. Fulfil service requests within agreed service levels and timelines. Experience in an IT Service Desk or technical support

CAP Resourcing is recruiting a 2nd Line Service Desk Consultant (Infrastructure) to join a Microsoft-designated Managed IT Services Provider.

Re Resource Group in Gloucestershire is seeking a Service Desk Analyst on a 3-month contract.

Service Desk Administrator in Farnham is seeking a proactive admin professional to support a busy helpdesk and field engineering team. On-site position with a reputable building services company.

Rotork is seeking a Lead Service Desk Analyst to guide a high-performing IT support team across a global organisation. You will act as the senior UK-based escalation point, combining hands-on technical expertise with strong leadership to ensure best-in-class service aligned to ITIL standards and SLA

Service Desk Engineer) to join us as we grow. Serve as the primary responder to Service Desk tickets, providing initial diagnosis and triage. Support engineering and consulting teams during periods of lower service desk demand.