2nd Line Support Analyst

Up to £200 daily rate DOE.

This a fixed-term contract until 16/08/2020.

Chelmsford, Essex.

Pursuit Resources Group are looking to recruit for the position of 2nd Line Support Analyst, with an inspiring, not-for-profit corporation based in Chelmsford, Essex. Successful candidates will be responsible for progressing reported incidents that cannot be resolved at the first point of contact and require a higher level of technical knowledge and experience to resolve issues. Analysts will see to FIX incidents within own capability and where not possible escalate to seek resolution.

The main responsibilities for the job include:

• Responsibility for answering phone calls from customers and resolving Office365 incidents and queries as the first point of contact
• Responsible for handling complex incidents requiring a high level of technical knowledge
• Maintain the quality and consistency of the service to minimise business disruption
• Enhance customer experience and maintain high levels of satisfaction
• Responsible for facilitating recovery to normal operation in busy environments
• Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes
• Responsible for analysing the causes of technically complex, multiple supplier incidents
• Informing service owners in order to minimise recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
• Responsible for analysing metrics and reports on the performance of the management process
• Continual service improvement to ensure minimal disruption
• Specific individual and shared targets and objectives are defined annually within the performance management framework

Our client is looking for a candidate who can demonstrate the following skills and experience:

• ISO/IEC 20000, PRINCE2 and MSP
• Hold ITIL Practitioner level accreditation or equivalent professional qualification
• Educated to A-Level or equivalent in experience in a relevant subject
• Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301
• Good customer service skills
• Evidence of continual professional development to keep pace with technology and business change that meet defined SFIA V7 competencies.
• Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services
• Must demonstrate a track record of working within effective teams delivering high-quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use
• Good written, verbal communication and presentational skills.

If you feel you fit the requirements for this role and would like to discuss in more detail please contact Caroline Cubitt .

Pursuit Resources Group are an established recruitment agency based in Braintree, Essex. We recruit across many industry sectors within Essex, Herts, Suffolk, London and beyond. We cover both permanent and the temporary recruitment market. For more details visit our website www.pursuitgroup.co.uk or alternatively find us on social media under '@pursuitgroup'. To be notified of all the latest positions please follow us on Facebook, Twitter or LinkedIn.

2nd Line Support Analyst

Up to £200 daily rate DOE.

This a fixed-term contract until 16/08/2020.

Chelmsford, Essex.

Pursuit Resources Group are looking to recruit for the position of 2nd Line Support Analyst, with an inspiring, not-for-profit corporation based in Chelmsford, Essex. Successful candidates will be responsible for progressing reported incidents that cannot be resolved at the first point of contact and require a higher level of technical knowledge and experience to resolve issues. Analysts will see to FIX incidents within own capability and where not possible escalate to seek resolution.

The main responsibilities for the job include:

• Responsibility for answering phone calls from customers and resolving Office365 incidents and queries as the first point of contact
• Responsible for handling complex incidents requiring a high level of technical knowledge
• Maintain the quality and consistency of the service to minimise business disruption
• Enhance customer experience and maintain high levels of satisfaction
• Responsible for facilitating recovery to normal operation in busy environments
• Responsible for ensuring that resolved incidents are properly documented and closed in order that normal business operation resumes
• Responsible for analysing the causes of technically complex, multiple supplier incidents
• Informing service owners in order to minimise recurrence and contribute to service improvement ensuring continuity and effectiveness of business operations.
• Responsible for analysing metrics and reports on the performance of the management process
• Continual service improvement to ensure minimal disruption
• Specific individual and shared targets and objectives are defined annually within the performance management framework

Our client is looking for a candidate who can demonstrate the following skills and experience:

• ISO/IEC 20000, PRINCE2 and MSP
• Hold ITIL Practitioner level accreditation or equivalent professional qualification
• Educated to A-Level or equivalent in experience in a relevant subject
• Able to demonstrate a clear understanding and capability to work within relevant ICT related standards including IITIL V3, ISO/IEC 38500, ISO/IEC 27001, ISO/IEC 22301
• Good customer service skills
• Evidence of continual professional development to keep pace with technology and business change that meet defined SFIA V7 competencies.
• Able to demonstrate good experience in a 2nd Line Analyst/Engineering or Service Desk role preferably working within a large Local Authority or with a Service Provider providing 2nd Line Analyst/Engineering or Service Desk services
• Must demonstrate a track record of working within effective teams delivering high-quality Service Management Services that have been proved successful in meeting complex business requirements and in enabling standardisation, simplification, sharing and re-use
• Good written, verbal communication and presentational skills.

If you feel you fit the requirements for this role and would like to discuss in more detail please contact Caroline Cubitt .

Pursuit Resources Group are an established recruitment agency based in Braintree, Essex. We recruit across many industry sectors within Essex, Herts, Suffolk, London and beyond. We cover both permanent and the temporary recruitment market. For more details visit our website www.pursuitgroup.co.uk or alternatively find us on social media under '@pursuitgroup'. To be notified of all the latest positions please follow us on Facebook, Twitter or LinkedIn.

deskside support, helpdesk, remote

A leading global software and hardware service provider is looking for an experienced deskside / helpdesk support technician to join their team based in Darmstadt on an initial 6 month contract. Most the work will be remote support - this is freelance through umbrella company. Initially the position is 3 days per week with a view to go to 5 days after initial period. Day Rate is flexible and strong to support the part time nature.

Overview:

1. Standard Hardware and Software support (including but not limited to Client Life-cycle Management of the HW & all Standard Software/OS)
2. Request for assistance by end-users from the following channels:
3. Tickets assigned by the helpdesk team;
4. User walk-up/call;
1. Local contact for Service Desk (BLISS) escalations, including but not limit to, lost tickets, missing shipments, complex cases and other types of coordination etc.
2. Play the coordinator role between local site users with service desk to resolve their issues
3. Escalation point (P1/P2 or long pending issues).
4. Tracks and stays on top of all open tickets/issues.
5. The local Hands & Feet support for any Infrastructure services (Networks & Servers) outages that impacts the site
6. Setup new Clients and Re-image requests of standards laptops and desktop - Dell & Mac including receiving the Hardware
7. Coordinate with Dell engineers for On-site Break-FIX
8. Software support of issues that cannot be resolved by the service desk - virus, OS, MS Office, Google mail, docs, calendar, syncing, etc.
9. Provide support for Video Conference system on site
10. Provide support and/or provide assistance to troubleshoot (with Off-shore support team):
11. DHCP & DNS; AD;
12. Wireless & Wireless Hotspots;
• approved Printers;
1. mobile devices;
2. Non-CLM Clients support;
3. Snooping
1. Any other IT supported PC issues and local support
2. Site Lead for coordination, command center and end user training (esp for new service rollouts)
3. Executive Support (if there are visiting Execs)
4. Disposing/E-waste management of old PCs
5. To follow Customer's Support Model and Ticket assignment process.
6. Prepare end user documentation for projects and tasks

Additional Experience:

1. Outsourced DSS must possess knowledge of the Customer's standard devices environment :
2. Collaboration Services - Google Enterprise Apps, BOX, Video, Webex & Audio (PGI) Conference
3. Single-sign On (OKTA)
• Dell Clients & peripherals
1. MacBook Air & MacBook Pros
2. Windows and Apple operating systems
3. Standard Office software & applications (ex: MS Office, Cisco UC client, etc)
• MS Outlook including Google App Sync (limited transition support)
• Mobile devices (iPhone & Samsung Sx Android)
1. Symantec anti-virus
2. Windows and Mac patch updates
3. Standard Browsers - Chrome, Firefox, IE & Safari
• Windows and Mac Print
• Client Network configuration - Client firewall, WiFi and other system configurations
1. To deliver the services in English language. To communication effectively to users at all level. To deliver difficult concepts and instructions in a clear, straightforward manner.
2. To provide training to end-users with tact and patience.
3. To provide documentation for effective future maintenance and service improvement.
4. To establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with Customer's policy and legal requirements
5. To create appropriate records required for service continuity and performance evaluation.
6. To deliver and meet the Customer and its end-users' expectations
7. To work with Customer's third-party outsourced on-shore and off-shore partners to deliver resolutions
8. To meet targeted response and resolution time (SLA) stated in this SOW
9. Must be fast moving self-driven resource, with minimum supervision
10. To work successfully in a fast-pace team environment
11. Supplier shall be responsible for the outsourced DSS and they remain to be the Supplier's employees. Supplier shall provide qualified individual(s) with the right skill sets, presentable, customer-focused and positive attitude.
12. Travel may be required for special projects especially during acquisitions and major service updates. All travel to be pre-approved by Customer in writing.

Desirable:

1. Altiris SW distribution

Please send an updated CV for an immediate start.

Please visit our website www.outsource-uk.co.uk

deskside support, helpdesk, remote

A leading global software and hardware service provider is looking for an experienced deskside / helpdesk support technician to join their team based in Darmstadt on an initial 6 month contract. Most the work will be remote support - this is freelance through umbrella company. Initially the position is 3 days per week with a view to go to 5 days after initial period. Day Rate is flexible and strong to support the part time nature.

Overview:

1. Standard Hardware and Software support (including but not limited to Client Life-cycle Management of the HW & all Standard Software/OS)
2. Request for assistance by end-users from the following channels:
3. Tickets assigned by the helpdesk team;
4. User walk-up/call;
1. Local contact for Service Desk (BLISS) escalations, including but not limit to, lost tickets, missing shipments, complex cases and other types of coordination etc.
2. Play the coordinator role between local site users with service desk to resolve their issues
3. Escalation point (P1/P2 or long pending issues).
4. Tracks and stays on top of all open tickets/issues.
5. The local Hands & Feet support for any Infrastructure services (Networks & Servers) outages that impacts the site
6. Setup new Clients and Re-image requests of standards laptops and desktop - Dell & Mac including receiving the Hardware
7. Coordinate with Dell engineers for On-site Break-FIX
8. Software support of issues that cannot be resolved by the service desk - virus, OS, MS Office, Google mail, docs, calendar, syncing, etc.
9. Provide support for Video Conference system on site
10. Provide support and/or provide assistance to troubleshoot (with Off-shore support team):
11. DHCP & DNS; AD;
12. Wireless & Wireless Hotspots;
• approved Printers;
1. mobile devices;
2. Non-CLM Clients support;
3. Snooping
1. Any other IT supported PC issues and local support
2. Site Lead for coordination, command center and end user training (esp for new service rollouts)
3. Executive Support (if there are visiting Execs)
4. Disposing/E-waste management of old PCs
5. To follow Customer's Support Model and Ticket assignment process.
6. Prepare end user documentation for projects and tasks

Additional Experience:

1. Outsourced DSS must possess knowledge of the Customer's standard devices environment :
2. Collaboration Services - Google Enterprise Apps, BOX, Video, Webex & Audio (PGI) Conference
3. Single-sign On (OKTA)
• Dell Clients & peripherals
1. MacBook Air & MacBook Pros
2. Windows and Apple operating systems
3. Standard Office software & applications (ex: MS Office, Cisco UC client, etc)
• MS Outlook including Google App Sync (limited transition support)
• Mobile devices (iPhone & Samsung Sx Android)
1. Symantec anti-virus
2. Windows and Mac patch updates
3. Standard Browsers - Chrome, Firefox, IE & Safari
• Windows and Mac Print
• Client Network configuration - Client firewall, WiFi and other system configurations
1. To deliver the services in English language. To communication effectively to users at all level. To deliver difficult concepts and instructions in a clear, straightforward manner.
2. To provide training to end-users with tact and patience.
3. To provide documentation for effective future maintenance and service improvement.
4. To establish and maintain protection of sensitive data and resources with appropriate safeguards in accordance with Customer's policy and legal requirements
5. To create appropriate records required for service continuity and performance evaluation.
6. To deliver and meet the Customer and its end-users' expectations
7. To work with Customer's third-party outsourced on-shore and off-shore partners to deliver resolutions
8. To meet targeted response and resolution time (SLA) stated in this SOW
9. Must be fast moving self-driven resource, with minimum supervision
10. To work successfully in a fast-pace team environment
11. Supplier shall be responsible for the outsourced DSS and they remain to be the Supplier's employees. Supplier shall provide qualified individual(s) with the right skill sets, presentable, customer-focused and positive attitude.
12. Travel may be required for special projects especially during acquisitions and major service updates. All travel to be pre-approved by Customer in writing.

Desirable:

1. Altiris SW distribution

Please send an updated CV for an immediate start.

Please visit our website www.outsource-uk.co.uk

My client are seeking an mid-senior level Python Developer with previous Front Office Financial experience for an immediate start on a 6 month contract (will wait 4 weeks notice). This role is in a highly quantitative environment in the Front Office working with Interest Rate Derivatives, Options and Swaps.

Need to have:

• Python Development
• FIX Protocol
• Front Office experience, ideally in a quantitative environment
• SQL

Nice to have:

• Knowledge of Interest Rates, Options, Derivatives and Swaps
• Pandas and NumPy
• C++
• Experience with automated builds/test systems

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.

My client are seeking an mid-senior level Python Developer with previous Front Office Financial experience for an immediate start on a 6 month contract (will wait 4 weeks notice). This role is in a highly quantitative environment in the Front Office working with Interest Rate Derivatives, Options and Swaps.

Need to have:

• Python Development
• FIX Protocol
• Front Office experience, ideally in a quantitative environment
• SQL

Nice to have:

• Knowledge of Interest Rates, Options, Derivatives and Swaps
• Pandas and NumPy
• C++
• Experience with automated builds/test systems

McGregor Boyall is an equal opportunity employer and do not discriminate on any grounds.