CAREERS

The Role

As an Infrastructure Analyst, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

Key Responsibilities

• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
• Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests. Receive escalations from other members of the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with customers throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
• Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours.
• On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs.
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Any additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objective.

Skills and Experience

Extensive experience in troubleshooting relevant, common technologies such as:

• Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
• Virtualisation Infrastructure Management (e.g. Vmware, MS Hyper-V)
• Enterprise Storage (Netapp, Dell EqualLogic)
• Microsoft Exchange
• Cloud Technologies (Office 365, Azure)
• Networking (Routing, Switching, Firewalls)
• Endpoint Protection Management

To apply for the role, please click here.

The Role

As a member of the Response Team on the Service Desk, you will play a key role in the delivery of exceptional customer service to the business and the customer.

This position requires strong communication skills, the ability to log and record information gathered from a customer in a concise and clear manner, in addition, strong interpersonal skills are required to guide customers through situations, providing the highest levels of support and customer satisfaction. This may often be under challenging conditions.

Key Responsibilities

• Work with your colleagues on the Service Desk to effectively and comprehensively log Incidents and Service Requests. This will be via phone calls and email plus customer portals You will be expected to ensure all key information has been recorded prior to escalation / distribution as appropriate, in order to deliver the highest possible level of customer service.
• Communicate fully and effectively with customers throughout the incident lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Follow agreed processes and contribute to their continual improvement.
• Ensure that all work carried out for customers is recorded in the in-house systems accurately such that work is charged correctly and no work is undertaken unbilled that should be billable or charged to the wrong contract /contract line.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ business and organisation, including key users of technology and their needs.
• Create and maintain documentation and reports on customer IT services and internal Acora processes.

Skills and Experience

• Previous experience within a Service Desk environment delivering remote support to corporate clients
• Understanding of Incident/Request management and ticket handling
• Experience of working to SLA’s and KPI measures
• Experience of using/contributing to a Knowledge base
• Understanding of ITIL is beneficial
• Strong interpersonal and relationship building skills. The ability to communicate effectively verbally and in writing
• Excellent Customer Service skills
• A passion for technology and a desire to build a career in IT managed services

Key Responsibilities

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Skills & Experience

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting:
  Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Mobile Device Management, Knowledge of Networking (firewalls, routers and switches)

To apply for the job, please click here.

The Role

As Senior Infrastructure, you will play a key role in the delivery of high-quality technical support for the business and the customer, whilst delivering exceptional customer satisfaction and a personalised service.

This position requires strong troubleshooting, problem-solving and technical skills using various diagnostic tools. In addition, strong inter-personal skills are required to guide customers through situations, providing the highest levels of resolution, support and customer satisfaction.

Key Responsibilities

• Maximise the use of all in-house systems to be a key member of a highly customer focused and professional Service Desk function.
• Work with your colleagues on the Infrastructure Team to effectively monitor customer systems and network performance, to process alerts and manage Incidents and Service Requests.
• Receive escalations from other members of the Service Desk, escalate effectively to achieve the highest level of customer service.
• Communicate effectively with customers throughout the ticket lifecycle, ensuring that at all times the customer is fully aware of the status of their incident or service request.
• Provide the highest level of service by meeting or exceeding contractual SLAs and KPIs and by proactively identifying process improvement opportunities within the department.
• Work from or travel to customer sites to provide extended Service Desk services to the customer beyond that provided from our office locations as required.
• Provide on call cover on a rotation basis with the rest of the team to ensure customers have escalation cover out of hours.
• On occasion you may be tasked with completing pre-defined Project activities to deliver new or updated solutions to customers. These activities may either be performed remotely or where required on-site at a customer location.
• Provide Problem Management by using all the information to hand to identify, prevent or resolve either ongoing or potential issues that would adversely affect a customer.
• Work with the Change Management team to write and implement change requests to ensure minimum impact to the customer when undertaking essential work and maintenance.
• Work with your Line Manager to maintain a level of technological competence that remains current and fit-for-purpose in your role, agreeing any training needs where appropriate.
• Ensure where possible, or highlight where not, that Acora fulfils its contractual obligations to its contracted services customers.
• Develop, over time, a knowledge of our customers’ businesses and organisation, including key users of technology and their needs
• To endorse and co-operate fully with the Business Improvement process, participating in or contributing to, designated change projects as required.
• Any additional tasks or projects as may be required by the Board or management team, in support of the Company’s commercial objective.

Skills & Experience

Extensive experience in troubleshooting relevant, common technologies such as:

• Microsoft Windows Operating Systems including Active Directory, Group Policy, DFS, Failover Clustering, RDS
• Virtualisation Infrastructure Management (e.g. Vmware, MS Hyper-V)
• Enterprise Storage (Netapp, Dell EqualLogic)
• Microsoft Exchange
• Cloud Technologies (Office 365, Azure)
• Networking (Routing, Switching, Firewalls)
• Endpoint Protection Management

To apply for the role, please click here.

The Role

To lead the day to day operations of the Tech Bar ensuring that Service performance always meets targets. You will manage, develop, inspire and motivate the Service Desk Team to provide premium customer service and high-quality support services.

Key Responsibilities

Line Management:

Perform monthly 121s with each team member and manage day to day staff issues
Complete quality assessments of the Service Desk Analysts with both ticket quality and phone quality
Initiate and implement service improvements
Provide monitoring/coaching to enable the personal development of the Service desk analysts
Recruitment of additional / replacement team members as required
Ensuring the rota for the team is kept up to date and appropriate for the demands of the Service.

Reporting: You will ensure the creation and delivery of daily/weekly/monthly reports for the service.

Service Management: Ensure that all requests for Service, be they telephony, email or face to face are responded to within agreed timescales and that sufficient analyst capacity is maintained at all times.

Complaints Management: Ensure all formal complaints to the Service Desk are recorded, reviewed and resolved in line with the Formal complaints process.

Escalation Management: You will be responsible for coordinating all internal and external escalations, ensuring they are appropriate, timely and fully documented.

Training: Ensuring completion of Service Desk analyst training across all services, in order to: Meet BAU targets, Meet future needs of the business and ensure resolution and Quality rates are in line with client/business demands.

To apply for the role, please click here.

The Role

Key Responsibilities

You will be required to:

• Operational accountability for the EUC Services delivered by Team Sigma
• Productivity / Capacity
• Agree standards for monitoring Analyst performance / Service throughput with SOMs / EUC Director
• Ensuring all line managers are measuring the individuals within their teams in accordance to the standards
• Monthly reporting of Service volumes / capacity utilisation
• Process Adherence
• Agreeing single processes for key EUC Support activities with SOMs / EUC Director
• Implementation / monitoring of process adoption
• Major Incident Management
• Definition of a single Major Incident Management process for adoption by existing Team Sigma Services (where possible) and into new clients
• Part of the escalation matrix for clients
• Building relationships across the Acora business, especially with other EUC Managers and SOMs, to ensure the adoption of single processes and knowledge sharing
• Play active role in the adoption of new Services into Team Sigma including resource planning and training in line with the agreed transition plan
• Overall responsibility for ticket management according to defined process and to agreed targets
• Attendance at monthly Service Review meetings as required
• Maintaining good communication and relationship with the client and Service Delivery team
• Monitoring and anticipate business trends and requirements, ensuring all Services have the necessary resources
• Contribute to the ongoing development of the Acora ServiceNow platform

To apply for the job, please click here.

The Role

This is an excellent opportunity that offers the ability to make a significant impact to Secrutiny’s SOC-as-a- Service Managed Service customers’ IT security.

The role is perfect for a recent graduate from relevant discipline (Cyber Security, Digital Forensics) or someone who has gained exposure to cyber security through work within similar roles.

Working with an established team and reporting to Security Operations Centre Manager, the successful candidate will be responsible for the proactive management of IT security incident tickets assigned to them from SIEM and other security products ensuring accuracy and efficacy in recording all information to relevant parties; other key responsibilities include product assessments to ensure correctness in their operation and alerting, whitelisting of false positives within security and SIEM tooling and creation of KPI reporting to customers.

The role offers unique opportunities to someone who wishes to embark and / or further their career within cyber security; Secrutiny places great emphasis in the development and nurturing of its employee’s professional development, skills and abilities.

Key Responsibilities

• Perform security monitoring as part of 24/7 shift rota.
• Provide professional, technical and service leadership to all SOC analysts.
• Ensure service excellence for all Service Delivery and Incident Response services.
• Monitor security incidents received from SIEM and other security tooling
• Carry out level 1 triage of assigned security incidents within appropriate skill level
• Carry out incident response on low complexity security incidents (P4)
• Assist SOC staff with incident response on medium complexity security incidents (P3)
• Maintain assigned ticket queue

The Role

To work alongside and assist the Team providing onsite IT support on customer sites within London.  You will work within the Service operations team, supporting multiple clients – supported by the Shift Manager. Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Key Responsibilities

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first-class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self-service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager

Technical Experience

• At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
• Technical knowledge of and previous experience of supporting:
  Windows Operating Systems
  Office 365/Office Applications
  Microsoft Exchange
  Mobile Device Management
  Knowledge of Networking (firewalls, routers and switches)

To apply for the role, please click here.

The Role

To work alongside and assist the Shared Service Desk Team providing remote software, hardware and network problem resolutions to our clients.

You will be based within our flagship Service Centre and will work within the Service Operations Team, supporting multiple clients – supported by the Shift Manager.

Interfacing incidents, requests and problems impacting delivery of BAU services. Identifying and suggesting, improvements to the process and procedures used by the Service Desk and any trends or reoccurring issues that have been identified.

Responsibilities of Role

• Acting as a point of contact for Technical escalations within the Service Desk Team, working alongside and feeding back resolutions to the team
• Managing incidents, requests and problems
• Providing a first class level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction across all clients
• Ensure the highest level of trouble shooting is applied to every customer contact made through the use of agreed scripts and processes
• Supporting all modes of customer contact are monitored and responded to – Telephone calls, Emails, Self- service tickets
• Providing 1st and 2nd line remote support
• Recording and maintaining the knowledge and known error database
• Proactively identify process, system, template and standard documentation improvement opportunities within the team, highlighting accordingly to the Shift Manager
• Following agreed processes and contributing to their continual improvement

Skills and Experience

At least 1.5 years of experience within Service Desk remote support of corporate clients is essential
Technical knowledge of and previous experience of supporting: Windows Operating Systems, Office 365/Office Applications, Microsoft Exchange, Mobile Device Management, Knowledge of Networking (firewalls, routers and switches)

To apply for the job, please click here.