Helpdesk Manager

Bishops Stortford
Salary – £35-45k + Bonus Established in 1996 with an enviable reputation for exceeding customer expectations and low staff turnover, this company requires a motivated and experienced individual wanting to make their mark. the prospects for advancement are excellent due to the company’s excellent reputation and continued expansion.
In addition to the salary we are offering an attractive bonus scheme together with ongoing staff benefits, flexible working hours, paid qualifications, rewards scheme and staff outings.
Recognised as the longest established MSP in the area we offer a wealth of IT services including – PC Support, Hosted Services, Security Services and much more to diverse businesses both locally and throughout the UK. We also have an in-house workshop / shop with an excellent local reputation and many thousands of satisfied customers.
The Role:
As the leader of the Service Desk team of 9 support staff your role is varied and wide ranging. Working alongside the infrastructure team and reporting directly to the General Manager you will have full responsibility for managing the Service Desk team including all reviews, development, reporting and taking ownership of any high priority tickets.
You will receive all necessary support from the GM with regular meetings and encouragement.
Responsibilities:

  • Provide leadership and management to the Service Desk team.
  • Ensure Service Desk targets are achieved.
  • Review, assess and implement KPIs, SLA’s, processes and procedures.
  • Take ownership of high priority tickets and provide ad-hoc 1st and 2nd line support when needed.
  • Deliver regular progress reports quantifying team achievements, risks, and plans.
  • Provide monthly service reports, including analysis and commentary of wider trends and issues.
  • Development of ITIL best practices including Incident, Problem and Change Management.
  • Work with GM to ensure the Service Desk is adequately and cost-effectively resourced, organised, and motivated to deliver agreed levels of service.
    Requirements:
  • A minimum of 2 years’ experience in IT Service Desk Management or similar
  • Great focus on driving excellence within customer service.
  • Strong understanding of technology.
  • Good working knowledge of Microsoft product sets.
  • Leadership skills to inspire and support teams and individuals.
  • Ability to plan and prioritise work.
  • Excellent communication, customer service, interpersonal, written and presentation skills.
    Preferred
  • Experience within IT based roles, in an MSP environment.
  • Industry qualifications (A+, Network+, Cisco, MSCE/A)
  • ITIL Foundation / experience working in an ITIL environment

Account Manager/Relationship Manager

Account Manager/Relationship Manager

Bishops Stortford

Salary – £35-£45k + Bonus

Established in 1996 with an enviable reputation for exceeding customer expectations and low staff turnover, we require a motivated and experienced individual wanting to make their mark.

In addition to the salary we are offering an attractive bonus scheme together with ongoing staff benefits, flexible working hours, rewards scheme and staff outings.

Recognised as the longest established MSP in the area we offer a wealth of IT services including – PC Support, Hosted Services, Security Services and much more to diverse businesses both locally and throughout the UK. We also have an in-house workshop / shop with an excellent local reputation and many thousands of satisfied customers.

Key Role Dimensions:

Managing an assigned portfolio of clients:

  • Retain existing clients and expand client relationships by consultative selling and recommending products and services to meet client needs.

Qualifying and converting new clients:

  • Expand existing client base by identifying and converting new prospects.

Responsibilities:

Manage a portfolio of assigned clients:

  • Engage with clients to ensure products/services are performing to expectations, recommend new products/services, and introduce complimentary products/services from other groups.

Contact new client prospects to generate sales revenue from new accounts:

  • Research and prospect for potential new clients via targeted calling lists/contact lists, referrals from other divisions/business units, incoming direct requests (calls, email, etc.), and networking with other industry professionals/groups.

Management of quarterly business reviews:

  • Arrange, plan and implement business reviews with customers, updating them on service quality, project performance and upselling opportunities.

Prepare responses to client Requests for Proposals (RFPs):

  • Collaborate with product/service specialists within the organization to create proposals matching client needs.

Provide feedback to other divisions to enable better product/services development and provision to clients:

  • Seek out feedback from clients and provide input to internal product/service development teams.

Knowledge, Skills & Experience

Must-haves:

  • Maturity and credibility; proactive and goal-oriented
  • Customer Focus: Proven ability to consistently deliver high-quality service, working collaboratively with clients and internal business units
  • Resilience and resourcefulness; ability to identify areas of opportunity for sales
  • Facilitation, negotiation and problem resolution skills
  • Relationship management skills
  • Knowledge of IT industry
  • Knowledge of applicable client industries – Property, Financial Services, Recruitment, Law
  • Selling skills

 Nice-to-haves:

  • Previous experience in IT / MSP
  • Training in relevant areas such as sales.

3rd Line Support Engineer


Bishops Stortford
Salary – £35-45k

Established over 22 years with an enviable reputation for exceeding customer expectations and low staff turnover, we require a motivated and experienced individual wanting to make their mark.
Recognised as the longest established MSP in the area we offer a wealth of IT services including – PC Support, Hosted Services, Security Services and much more to diverse businesses both locally and throughout the UK. We also have an in-house workshop / shop with an excellent local reputation and many thousands of satisfied customers.


The Role:
As a senior tech in a team of 9 support staff your role is varied and wide ranging. Working with the Help Desk Manager you will act as the primary point of technical escalation as well as providing ad-hoc coaching and assistance for the first- and second-line engineers. An avid interest in new tech and a desire to investigate and research new services is very much encouraged.


Responsibilities:
• Handle escalated calls from first- and second-line IT Call Desk
• Recommend and deliver improved IT infrastructure systems
• Work with the helpdesk manager to coach and mentor first line engineers
• Assist in overall supervision of the service desk
• Add to internal wiki with technical documentation, manuals and IT policies
• Contribute to overall IT strategy
• Promote the general up-skilling and development of the team


Requirements:
• Previous MSP experience highly desirable
• Proven experience as a support engineer or similar role 5+ years
• Excellent Windows desktop understanding (7 – 10)
• Windows server understanding (2008 – 2019)
• Microsoft Azure & Office 356 experience
• Active Directory experience is essential
• Excellent communication skills
• Experience with networks (LAN, WAN) and patch management
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery


Preferred:
• Scripting knowledge; Powershell, Python, Perl or other language
• Experience with Draytek routers
• Experience with Veeam backup solutions
• Experience with SolarWinds N-Central

2nd Line Support Engineer

2nd Line Support Engineer
Bishops Stortford
Salary – £28-35k Established over 22 years with an enviable reputation for exceeding customer expectations and low staff turnover, we require a motivated and experienced individual wanting to make their mark.
Recognised as the longest established MSP in the area we offer a wealth of IT services including – PC Support, Hosted Services, Security Services and much more to diverse businesses both locally and throughout the UK. We also have an in-house workshop / shop with an excellent local reputation and many thousands of satisfied customers.
The Role:
As a senior tech in a team of 9 support staff your role is varied and wide ranging. Working with the Help Desk Manager you will act as the primary point of technical escalation as well as providing ad-hoc coaching and assistance for the first line engineers. An avid interest in new tech and a desire to investigate and research new services is very much encouraged.
Responsibilities:
• Handle escalated calls from first line IT Call Desk
• Work with the helpdesk manager to coach and mentor first line engineers
• Assist in overall supervision of the service desk
• Add to internal wiki with technical documentation, manuals and IT policies
• Contribute to overall IT strategy
• Promote the general up-skilling and development of the team
Requirements:
• Proven experience as a support engineer or similar role 2+ years
• Excellent Windows desktop understanding (7 – 10)
• Windows server understanding (2008 – 2019)
• Microsoft Azure experience
• Microsoft Exchange, Office 365, Active Directory experience is essential
• Excellent communication skills
• Experience with networks (LAN, WAN) and patch management
• Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
Preferred:
• Scripting knowledge; Powershell, Python, Perl or other language
• Experience with Draytek routers
• Experience with Veeam backup solutions
• Experience with SolarWinds N-Central
• Working knowledge of GDPR

1st Line Telephone Support

IT Support – 1st Line
Bishop’s Stortford, Hertfordshire
£20,000 to £28,000
Full time
Excellent opportunity for you to join our support helpdesk team and work in a varied and busy professional environment.
Established over 22 years with an enviable reputation for exceeding customer expectations, and low staff turnover, we require an engineer to join their Support & Services team.
Recognised as the longest established MSP in the area we offer a wealth of IT services such as – PC Support, Hosted Services, Field Services and much more to diverse businesses both locally and throughout the UK. They also have an in-house workshop / shop with an excellent local reputation and many thousands of satisfied customers.
The Role –
You will be working alongside the team of currently, 9 support staff. Taking support tickets from customers, communicating with the users, listening and resolving their issues by remote access via our RMM and ticketing system. Work on special projects, investigating new technology and services. Collaborating with other team members and individually. We encourage staff to further their certifications by mentoring and paying fees. The team work closely together providing a great working environment.
Required Skills:

  • Strong communication skills / Excellent telephone manner
  • Knowledge of Windows OS, Active Directory and Office packages.
  • Technical background / Diagnostic experience in a windows / networking environment
  • Ability to think on your feet and solve any complex issues with empathy
  • Keen to learn
    – Desire to gain further industry recognised qualifications (With assistance from us)
    Preferred Additional Qualifications and skills (not Required):
  • Previous 1st Line Experience
  • CompTIA A+
  • MS Certification
  • CCNA – or similar
  • Customer service / Helpdesk experience
    Salary –
    £20 to £28k depending on skill set and experience