Service Desk Manager - £37,000 - £50,000

If you have MSP experience, and management experience then this Service Desk Manager role is ideal for you. In this role you will manage the day to day running of Service Desk dealing with multiple technologies. It will be a duty of yours to identify best methods for first contact resolution, and you will also share your knowledge to help train 1st line staff.

The Role:

• Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
• Establish best practices through the entire technical support process within Service Desk
• Continuously look to Improve the processes for ticket flow to improve the efficiency and reduce resource per ticket, liaising with other leads/managers to ensure the process joins correctly within the function
• Recruit, train, coach and mentor Technical Support Advisors (1st line) including career development with personal development plans, performance and potential
• Contribute to improving customer support by actively responding to queries and handling complaints and advising Service Desk on best practice for incident management
• Work closely with Service Desk Manager (2nd & 3rd Line) in order to advise best practice for ticket resolution processes/incident management
• Manage the daily running and ticket flow of the Service Desk
• Use the data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
• Define and be responsible for ensuring the escalation paths are adhered to for the following categorise; Customer, Supplier, Technical, Commercial

Skills Required

• Service Desk Manager experience

• Proven people management skills, working with SLTs, Service Levels and KPI's
• MSP environment experience
• Strong customer service skills and ability to develop teams
• ITIL qualification/Knowledge Desirable
• Strong Technical Skills with Windows, Exchange, Office 365, VMware and Networking Technologies
• Experience with a range Service Desk Monitoring tools

Services 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. Privacy Policy. Equal Opportunity and Diversity Policy.

Service Desk Manager - £37,000 - £50,000

If you have MSP experience, and management experience then this Service Desk Manager role is ideal for you. In this role you will manage the day to day running of Service Desk dealing with multiple technologies. It will be a duty of yours to identify best methods for first contact resolution, and you will also share your knowledge to help train 1st line staff.

The Role:

• Ensuring all Service Desk staff are adhering to service level targets and escalating tickets where required
• Establish best practices through the entire technical support process within Service Desk
• Continuously look to Improve the processes for ticket flow to improve the efficiency and reduce resource per ticket, liaising with other leads/managers to ensure the process joins correctly within the function
• Recruit, train, coach and mentor Technical Support Advisors (1st line) including career development with personal development plans, performance and potential
• Contribute to improving customer support by actively responding to queries and handling complaints and advising Service Desk on best practice for incident management
• Work closely with Service Desk Manager (2nd & 3rd Line) in order to advise best practice for ticket resolution processes/incident management
• Manage the daily running and ticket flow of the Service Desk
• Use the data analysis provided for the Service Desk to ensure productivity and highlight areas for improvement
• Define and be responsible for ensuring the escalation paths are adhered to for the following categorise; Customer, Supplier, Technical, Commercial

Skills Required

• Service Desk Manager experience

• Proven people management skills, working with SLTs, Service Levels and KPI's
• MSP environment experience
• Strong customer service skills and ability to develop teams
• ITIL qualification/Knowledge Desirable
• Strong Technical Skills with Windows, Exchange, Office 365, VMware and Networking Technologies
• Experience with a range Service Desk Monitoring tools

Services 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. Privacy Policy. Equal Opportunity and Diversity Policy.

£18'000-£25'000 + Training + technical Progression + Flexi Hours + Pension + Holidays
Tewkesbury, Gloucestershire

Are you looking to join a close knit and supportive company who is seeking a technically ambitious developer who will thrive off on the job training by high level software experts?

Perfect environment available for a dedicated developer who has a love for technology and wants to work alongside likeminded technically focused individuals that will help you achieve your career goals.

This well established and growing business specialise in developing their own licensed complex software packages used across the world of engineering. Focused on organically growing the business from training graduates from scratch, this business has produced some of the industries most talented developers who are egger to give back and help support any new people coming into the business.

Initially will be given on the job support and mentoring to get you up to speed on the product. Once settled, you will be responsible for the maintenance and creation of 2d and 3d software solutions with you use of C++ using Microsoft Visual Studio. Working within a small but experienced team, this is the perfect environment to kick start a career in a highly technical and niche industry.

Fantastic opportunity to join a small but ambitious team and enjoy a technically challenging, varied role where can you quickly enhance your skillset by supported work on state-of-the-art technology.

The role;
* C++
* Visual Studio
* 2D and 3D graphics
* End to end Software development
* 'Headphones in' development culture
* On the job support and training from and experienced team around you.

The person;

* Junior or graduate developer
* C++ experience
* Degree qualified
* Looking to technically progress through on the job support (Experienced team)
* Looking to work in a classic like-minded 'headphones in' development environment

Job reference number - RTR91932

£18'000-£25'000 + Training + technical Progression + Flexi Hours + Pension + Holidays
Tewkesbury, Gloucestershire

Are you looking to join a close knit and supportive company who is seeking a technically ambitious developer who will thrive off on the job training by high level software experts?

Perfect environment available for a dedicated developer who has a love for technology and wants to work alongside likeminded technically focused individuals that will help you achieve your career goals.

This well established and growing business specialise in developing their own licensed complex software packages used across the world of engineering. Focused on organically growing the business from training graduates from scratch, this business has produced some of the industries most talented developers who are egger to give back and help support any new people coming into the business.

Initially will be given on the job support and mentoring to get you up to speed on the product. Once settled, you will be responsible for the maintenance and creation of 2d and 3d software solutions with you use of C++ using Microsoft Visual Studio. Working within a small but experienced team, this is the perfect environment to kick start a career in a highly technical and niche industry.

Fantastic opportunity to join a small but ambitious team and enjoy a technically challenging, varied role where can you quickly enhance your skillset by supported work on state-of-the-art technology.

The role;
* C++
* Visual Studio
* 2D and 3D graphics
* End to end Software development
* 'Headphones in' development culture
* On the job support and training from and experienced team around you.

The person;

* Junior or graduate developer
* C++ experience
* Degree qualified
* Looking to technically progress through on the job support (Experienced team)
* Looking to work in a classic like-minded 'headphones in' development environment

Job reference number - RTR91932

IT Project Manager

Key Skills: contact centre migration, Genesys Purecloud, Avaya

A major FMCG business is recruiting an experienced candidate to project manage the deliver/transformation of two of its contact centres across to a virtual/cloud based system.

We are looking for a Project manager with proven experienced working with modern contact centre solutions, as you will be migrating an existing Avaya set-up with a Genesys Purecloud 3 solution, service x3 contact centres (UK, Philippines, RSA), as well as a UK-based FS contact centre.

This will suit a Project manager with demonstrable experience with at least two previous contact centre migration projects and some of the following:

• 3 years' PM experience
• International project delivery beneficial (Asia / Africa preferably)
• Responsibility for cost management/budgets
• Previous contact centre migration experience

If you are a Project Manager looking for a new and challenging project then APPLY NOW or contact ryan[at]applauseit[dot]co[dot]uk

IT Project Manager - Blackburn

IT Project Manager

Key Skills: contact centre migration, Genesys Purecloud, Avaya

A major FMCG business is recruiting an experienced candidate to project manage the deliver/transformation of two of its contact centres across to a virtual/cloud based system.

We are looking for a Project manager with proven experienced working with modern contact centre solutions, as you will be migrating an existing Avaya set-up with a Genesys Purecloud 3 solution, service x3 contact centres (UK, Philippines, RSA), as well as a UK-based FS contact centre.

This will suit a Project manager with demonstrable experience with at least two previous contact centre migration projects and some of the following:

• 3 years' PM experience
• International project delivery beneficial (Asia / Africa preferably)
• Responsibility for cost management/budgets
• Previous contact centre migration experience

If you are a Project Manager looking for a new and challenging project then APPLY NOW or contact ryan[at]applauseit[dot]co[dot]uk

IT Project Manager - Blackburn

Company Overview:

Apogee is Europe’s largest multi-brand provider of managed print services, document and process technology and outsource services. Our unique approach to Managed Print Services provides clients unrivalled uptime, super-efficient processes and innovative technology.

Purpose of the role:

We are looking for a skilled front-end website developer to manage our portfolio of websites and also create new lead generation sites to help drive our sales growth. You will be responsible for website development and performance including the implementation of WordPress themes and plug-ins as well as site and security updates.

Responsibilities:

• Manage our five corporate websites, ensuring all themes / plugins are kept up to date
• Continuous development and improvement of all these sites to ensure all content is viewed in an engaging and dynamic way online
• Develop and build a new range of lead generation based microsites to a national audience
• Maintain content and products across our numerous lead generation microsites
• To look for new and innovative ideas to increase web traffic and web sales
• Monthly reporting on performance of all corporate and lead generation sites
• Assist PPC campaign management
• Ensure all sites align to wider corporate SEO strategy working closely with our dedicated Comms team
• Other ad-hoc tasks set by the Marketing Manager

Person Specification:

• Experience building / developing / maintaining websites in Word Press
• Some HTML / CSS / PHP experience would be highly beneficial but not essential
• Experience using Google AdWords & supporting PPC campaigns would be beneficial but not essential
• Enthusiastic team-player with strong project management / organisational skills
• A sense of ownership and pride in your performance and its impact on the company’s success

Application Process:

Please forward an up to date CV along with a covering letter to our Recruitment Team.  We aim to respond to applications within 48 hours of submittal.  Please ensure that the following information is included in your covering letter: Current/Expected Salary, Notice Period, Contact phone number & email.

Company Overview:

Apogee is Europe’s largest multi-brand provider of managed print services, document and process technology and outsource services. Our unique approach to Managed Print Services provides clients unrivalled uptime, super-efficient processes and innovative technology.

Purpose of the role:

We are looking for a skilled front-end website developer to manage our portfolio of websites and also create new lead generation sites to help drive our sales growth. You will be responsible for website development and performance including the implementation of WordPress themes and plug-ins as well as site and security updates.

Responsibilities:

• Manage our five corporate websites, ensuring all themes / plugins are kept up to date
• Continuous development and improvement of all these sites to ensure all content is viewed in an engaging and dynamic way online
• Develop and build a new range of lead generation based microsites to a national audience
• Maintain content and products across our numerous lead generation microsites
• To look for new and innovative ideas to increase web traffic and web sales
• Monthly reporting on performance of all corporate and lead generation sites
• Assist PPC campaign management
• Ensure all sites align to wider corporate SEO strategy working closely with our dedicated Comms team
• Other ad-hoc tasks set by the Marketing Manager

Person Specification:

• Experience building / developing / maintaining websites in Word Press
• Some HTML / CSS / PHP experience would be highly beneficial but not essential
• Experience using Google AdWords & supporting PPC campaigns would be beneficial but not essential
• Enthusiastic team-player with strong project management / organisational skills
• A sense of ownership and pride in your performance and its impact on the company’s success

Application Process:

Please forward an up to date CV along with a covering letter to our Recruitment Team.  We aim to respond to applications within 48 hours of submittal.  Please ensure that the following information is included in your covering letter: Current/Expected Salary, Notice Period, Contact phone number & email.