Infrastructure/ Server Engineer - 12 - month FTC Location: Glasgow | Salary: Competitive VIQU is recruiting a Server Engineer to join a leading professional services organisation, supporting a modern Microsoft-led hybrid environment spanning on-prem and cloud technologies. This is a hands-on, senior technical role focused on maintaining and improving core infrastructure, driving automation, and delivering ongoing infrastructure projects. Key Responsibilities Manage and support core Microsoft infrastructure, including Windows Server and Active Directory
Maintain and optimise hybrid environments across Azure and Microsoft 365
Support identity services, including ADFS, SSO, and migrations to Entra ID
Administer VMware environments and enterprise storage (Dell EMC, HPE, vSAN)
Develop automation using PowerShell and other scripting tools
Ensure high availability through clustering and best practice design
Operate within ITIL processes, including change and incident management
Collaborate with cross-functional teams to deliver infrastructure improvements and projects
Key Requirements Strong experience with Microsoft infrastructure (Active Directory, Windows Server 2016–2022)
Experience with Azure and Microsoft 365 environments
Knowledge of Entra ID and modern identity solutions
Hands-on experience with VMware or similar virtualisation platforms
Strong scripting/automation skills (PowerShell or equivalent)
Solid understanding of networking fundamentals
Experience working within ITIL or structured environments
To Apply: Reach out to Phoebe Rees via the VIQU website or LinkedIn. Referral bonus available (T&Cs apply)

IT Support Engineer | 6 Month Contract | Dereham My client is looking for an IT Support Engineer to manage BAU workload and provide 1st and 2nd line support. The ideal candidate will be personable with a professional passion for providing high quality IT support services. Key responsibilities of the IT Support Engineer: - Provide 1st and 2nd line support across the business. - Troubleshoot and resolve issues related to M365, Active Directory and Windows 11. - Diagnose and resolve network connectivity and troubleshooting issues. - Contribute to technology updates and develop ITIL best practices. - Providing support with additional IT projects. IT Support Engineer Experience/Technologies: - Understanding of Windows 10/11 operating system – Administration and support - Microsoft Stack including Office 365 and Intune – Administration and support - Active Directory – Administration and management - Using ticketing system to respond to portal requests – User support - Communication and interpersonal skills. The successful IT Support Engineer candidate will be commutable 5 days a week to Dereham. Apply now to speak with VIQU IT in confidence. Or reach out to Matt Farrell via the VIQU IT website. Do you know someone great? We’ll thank you with up to £1,000 if your referral is successful (terms apply). For more exciting roles and opportunities like this, please follow us on LinkedIn @VIQU IT Recruitment

Desktop Support Analyst - 2nd Line Location: Hybrid - Croydon Head Office (From 2 days per week) and Remote Salary: £35,000 to £36,500 per annum plus Civil Service Pension and other benefits Tenure: Permanent - Unfortunately we are unable to consider applicants that require sponsorship for this position Position type: Full Time At the Pension Protection Fund (PPF), we provide security in retirement for our members and millions of people throughout the UK who belong to defined benefit (DB) pension schemes. Through the PPF and Financial Assistance Scheme (FAS), we compensate members for their pensions after the employer funding their pension becomes insolvent. In total, we look after over 400,000 members across the PPF and FAS. With over £30 billion in assets under management, our investments support long-term economic growth across the UK. Our award-winning team of around 450 professionals has earned the IPE UK Pension Fund of the Year title three times in seven years. We work closely with government and industry partners to improve outcomes for scheme members, employers, and the broader pension system—playing a vital role in strengthening retirement security nationwide. We’re looking for a Desktop Support Analyst to join our busy Service Delivery team to become a critical customer-facing member of the Department. The key responsibility includes providing exceptional service delivery and user experience in a Microsoft 365 (M365) cloud-first environment. No day is ever the same; typical tasks will include managing various incidents, fulfilling service requests, processing devices, system builds, script development, network troubleshooting, software / application handling, and optimising support practices. We’re looking for someone with a proven track record in a 2nd line support role. This should be from a professional services environment (financial services preferred) that deals with business-critical teams in an end-user organisation, rather than working in a managed services or IT consultancy setting. You’ll bring excellent customer service skills to everything you do – this includes the ability to clearly communicate both technical and non-technical information to a diverse user base, remain calm and effective under pressure, and apply a logical, structured approach to prioritising tasks. You’ll have a natural aptitude for problem-solving and be comfortable maintaining a consistently high standard of work, whether operating independently or as part of a supervised team. You’ll demonstrate a high level of knowledge in Microsoft 365 and it’s applications, alongside solid experience in incident management, fault diagnosis and resolution. An ITIL Service Management qualification, or experience working within a team that follows ITIL-aligned practices, is highly desirable. Sound like you? Apply now. The Service Delivery team at the PPF provide a 7am – 7pm technology service at two sites located in the Croydon Head Office and the smaller Cannon Street (London) office. The post-holder will deliver this role from the Croydon location and may, on the rare occasion, be expected to travel to the London site. In exceptional circumstances where incidents occur there may be a business need to work out of hours. We’re proud to be a Disability Confident Leader and actively encourage applications from people with disabilities. We are committed to ensuring our recruitment process is inclusive and accessible. If you require any reasonable adjustments during the recruitment process, please let us know. We are happy to discuss your needs and ensure you have the support required. We embrace diverse talent welcoming people with different beliefs, backgrounds and ways of working. Whatever your background, and however you identify, you’ll be welcome here. No agencies please

Do you have experience of managing applications and interfaces? Do you have experience of managing Microsoft 365 applications with strong SharePoint skills? Let Informed Recruitment help you to achieve your potential with an exciting opportunity for a Systems to manage the ongoing operation, efficiencies, implementations, and upgrades of a digital estate of applications for a respected, modern, & established social enterprise in the midst of a digital transformation and service improvement programme. The main purpose of the role is to take responsibility for the end-to-end ownership and improvement of the organisation’s application estate and any associated integration. You will act as product owner and manage the application roadmap, continuous improvement and upgrades, whilst promoting usability, adoption and value. Further day-to-day activities will include project managing implementations and upgrades; stakeholder management and reporting; third-party supplier management; product roadmap creation and maintenance; project management; support service provision; maintenance of super user network; data integrity and security; and the production of systems documentation and training. Essential Experience working in a Business Systems Manager, Applications Manager, Applications Team Lead, Senior Applications Analyst capacity.
Strong experience of application lifecycle management across an estate of SaaS and hybrid applications.
Strong Microsoft 365 applications and services experience in an organisational setting.
Hands on experience managing SharePoint Online.
Experience of working with core business enterprise systems with Finance, CRM, HR & Payroll, etc
Project Management/Lead experience.
Experience working on projects to install or upgrade commercial SaaS software applications (implementation/upgrade, build, configuration, UAT/testing, UX, training, support) and on service improvements.
Mentoring or Leading teams, line management, and/or performance management and motivation.
Strong supplier management capabilities.Desirable Relevant certification, such as Microsoft, vendor-specific, PRINCE2, ITIL, etc
Experience implementing or operating Microsoft Purview capabilities.
Azure
Power AppsAs an individual you will be analytical with excellent problem-solving skills. You will be a strong communicator both verbally and in presentation with a strong focus on customer service. Alongside a competitive salary you will receive an impressive benefits package that includes a strong contributory pension, healthcare flexible working, generous leave entitlement and professional development. The role is offered on a hybrid basis with two days per week in the office in the Northwest, with the rest of the time working from home. If this role describes you, then please apply without delay for the opportunity to continue your career with a driven yet friendly organisation embarking on a period of system enhancements designed to provide a better service to customers. Informed Recruitment Limited acts as an Employment Agency in respect to this vacancy as defined by the Employment Agencies Act. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national origin, disability status, or any other basis protected by appropriate law. All hiring decisions are made based on merit, competence, and business need. As defined under the General Data Protection Regulation (GDPR), Informed Recruitment is a Data Controller and a Data Processor, and our legal basis for processing your personal data is ‘Legitimate Interests’. You have the right to object to us processing your data in this way. For more information about this, your rights, and our approach to Data Protection and Privacy, please visit our website

Digital Workplace Engineer Be a Digital Workplace Engineer to initially support the rollout of LogMyCare! Job description An exciting opportunity to join Certitude as a Digital Workplace Engineer to initially support the rollout of the LogMyCare application. Salary: £37,000 – £40,000 per annum Hours: 37.5 hours Contract Type: Fixed-Term Contract - 6 months (with a possibility of extension or permanent contract) Department: IT Location: Balham & Working from Home – with visits to houses Benefits - A stimulating work environment full of opportunities to learn and develop

• 25 days’ annual leave + bank holidays & enrolment onto a pension scheme
• 24-hour Employee Assistance
• Paid Enhanced DBS
• Eye care voucher
• Salary sacrifice schemes available: Travel to work loan, Cycle to work Scheme, Gym Membership & Tech Purchase About the role The Digital Workplace Engineer will play a critical, practical role in the technical delivery and ongoing support of the Log My Care (LMC) programme, acting as a key technical resource throughout Phase 2 and beyond. The role will take ownership of Digital Workplace configuration and change activities, particularly across Microsoft Intune, Azure, and Entra ID, ensuring device, identity, and access configurations are secure, scalable, and aligned with organisational standards. Duties will include, but are not limited to: - Provide practical, technical configuration and support for Microsoft Intune, Azure, and Entra ID, including device enrolment, configuration profiles, Conditional Access, Single Sign‑On (SSO), and security controls. - Act as a dedicated technical escalation point for Log My Care, becoming a subject matter expert on the platform. - Maintain, review, and update system documentation, configuration standards, and security protocols, ensuring alignment between business processes and technical solutions (working with System Owner), providing key performance metrics.
• Act as a key point of liaison with Log My Care and Certitude’s outsourced fulfilment partner (SCG), supporting issue resolution, technical queries, and service improvement activities. About you To be a Digital Workplace Engineer at Certitude, the following are essential: - Practical experience with Microsoft Azure and Entra ID
• Experience implementing and managing Conditional Access policies
• Experience administering Microsoft 365 and Intune
• Knowledge of ITIL Change Management To read more about the role and the full person specification, please select the Apply button and locate the tab at the top of the page, titled ‘Job Description and Person Specification’. About the Organisation We have a passion for life and make it our mission to support people in living the life they desire, whatever that may be. We care about the people we support and the work we do, and we would love for you to join us at Certitude. Read more about us on our website and visit our work for us page. You can also learn about us through our Values and Behaviours. Do you want to be a Digital Workplace Engineer at Certitude? Select the Apply button, complete an application form, and someone from the Recruitment Team will be in touch! A job description and person specification are available when you apply. If you have any questions, please email our team. All our posts are subject to an Enhanced DBS disclosure, as well as a full employment history and employment references. We are committed to equal opportunities in employment and the support provided, and we welcome applications from all sections of the community. We reserve the right to close vacancies before the date stated when we have received sufficient applications from which to make a shortlist. You are advised to submit your completed application form as soon as possible to have the best chance of being considered. Charity, Charities, Third Sector, Learning Disabilities, Social Care, Voluntary Sector, Community Development, Vulnerable People, Not for Profit, NFP, IT Support, Digital, Workplace, Engineer, IT

Senior Network Engineer / L3 Network Engineer (Security‑Focused) Warrington, UK (Hybrid – 4 days onsite, 1 day remote)
Total Package: £64,000 – £65,000
Monday–Friday | No nights or weekends | 1-in-4 on‑call About the Role We’re looking for an experienced Senior Network Engineer with a strong security focus to join a technically driven, customer‑facing managed services team. This is a true L3 role, where you’ll act as a senior escalation point for complex network and security incidents, work directly with customers, and help shape how enterprise networks are designed, secured, and operated. You’ll be hands‑on with modern Cisco technologies across LAN, WAN, SD‑WAN, wireless, and security, and play a visible role in improving service quality, stability, and automation. If you enjoy solving difficult problems, mentoring others, and working in an environment where technical excellence is genuinely valued, this is a role where you can make a real impact. Who We Are We’re a specialist network infrastructure and managed services provider, trusted by organisations across sectors such as logistics, manufacturing, retail, hospitality, public sector, and chemical industries. As a Cisco partner, we focus on intent‑based networking and helping customers move away from reactive, break‑fix operations towards secure, resilient, and intelligent network environments. Our work spans everything from structured cabling and passive optical LAN through to enterprise switching, SD‑WAN, wireless, and network security. Our managed services practice is where we truly differentiate. We support customers running mission‑critical networks, act as master systems integrators on large automation projects, and help organisations address skills gaps while improving visibility, reliability, and security. You won’t be joining a large corporate machine — you’ll be part of a collaborative, highly technical team where your voice is heard, your growth is supported, and your expertise matters. What You’ll Be Doing L3 Network & Managed Services Support * Act as L3 escalation for complex issues across LAN, WAN, SD‑WAN, and hybrid cloud environments * Support multiple customer networks in a fast‑paced MSP environment * Work across multi‑vendor infrastructures, primarily Cisco, with exposure to Fortinet and Juniper * Support onboarding, migrations, and network transformation projects Security Operations (Client‑Facing) * Troubleshoot and manage firewalls, VPNs, WAFs, IDS/IPS * Investigate and respond to real‑time security alerts and incidents * Ensure customer environments align with security policies, standards, and compliance frameworks Incident, Problem & Change Management * Serve as the final escalation point for P1 / P2 incidents * Lead incident bridges with customers and internal teams * Perform root cause analysis (RCA) and produce clear, client‑facing reports * Implement changes in line with ITIL‑based change management Service Delivery & Continuous Improvement * Ensure incidents and requests meet SLA / OLA commitments * Provide technical input into service reviews and reporting * Identify opportunities for automation, optimisation, and service improvement Proactive Monitoring & Optimisation * Analyse monitoring alerts to prevent customer impact * Fine‑tune monitoring thresholds per environment * Optimise performance, availability, capacity, and security posture Automation, Documentation & Mentoring * Develop scripts and automation for repetitive operational tasks * Contribute to configuration standardisation across clients * Maintain high‑quality documentation and runbooks * Mentor L1/L2 engineers and support their technical development What We’re Looking For Core Technical Skills CCNP Enterprise / Security (or equivalent hands‑on experience) Strong enterprise Cisco firewall experience (FTD/FMC) Hands‑on knowledge of Cisco ISE, DNAC, SDA, and SD‑WAN Advanced networking fundamentals: TCP/IP, routing & switching (BGP, OSPF, MPLS, VLANs, STP) Experience with SD‑WAN solutions (Viptela, Meraki, Fortinet) Exposure to cloud networking (AWS, Azure, GCP) Experience with monitoring tools such as Zabbix Security & Compliance * Strong grasp of network security principles * Experience handling live security incidents * Familiarity with SIEM platforms (Splunk, QRadar, Sentinel – desirable) * Understanding of ISO 27001, NIST, GDPR Soft Skills Confident, professional client‑facing communication Calm and effective during high‑severity incidents Strong attention to detail and documentation discipline Ability to manage priorities across multiple customers Natural mentor and technical leader Experience & Qualifications 3+ years’ experience in networking/security, ideally within an MSP or service provider Degree in IT, Computer Science, or equivalent experience ITIL Foundation (or willingness to obtain) Package & Benefits £60,000 basic salary + £4,000–£5,000 on‑call allowance Total package: £64,000–£65,000 1‑in‑4 on‑call rota (no nights, weekends, or shift work) Hybrid working model Paid certifications and ongoing technical development 25 days holiday + bank holidays Employer pension contribution (3%) Company sick pay & EAP scheme “A Day to Make a Difference” volunteering initiative Refer‑a‑Friend bonus up to £2,500 Why Join Us? You’ll work on complex, real‑world networks, gain exposure across a wide technology stack, and be part of a team that genuinely values engineering quality over ticket‑churning. If you’re looking for a senior role where you can influence outcomes, grow your skills, and be trusted as an expert, this is the opportunity for you

Job Title: Dynamics 365 Developer & Support Engineer (Lead)

Location: Hybrid - London (2 to 3 days on site)
Salary: £87,000 per annum + benefits
Contract Type: Permanent

Overview

We’re recruiting a Dynamics 365 Developer & Support Engineer (Lead) to take ownership of the design, development, and support of Microsoft Dynamics 365 and Power Platform solutions.

This is a senior, hands-on role blending development leadership with day-to-day technical support. You’ll shape solution design, drive integrations, and ensure robust, secure, and high-performing systems across a complex Microsoft ecosystem.

Key Responsibilities

Development

• Design, develop, and enhance Dynamics 365 CE applications aligned with best practice.
• Build and configure workflows, plugins, automations, and integrations across Power Platform (Power Apps, Power Automate, Dataverse, Power BI).
• Integrate Dynamics 365 with Azure Logic Apps, API Management, and other enterprise services.
• Implement and manage CI/CD pipelines and GIT version control.
• Collaborate closely with Product Managers and business users in an Agile SCRUM environment.
• Ensure quality assurance and compliance with OWASP Top 10 and security standards.

Support

• Provide 2nd and 3rd line support across Dynamics CRM applications.
• Manage incidents, service requests, and changes following ITIL processes.
• Monitor CRM performance and proactively resolve operational issues

Skills & Experience Required

Essential

• Proven technical expertise in Dynamics 365 CE configuration and customisation.
• Hands-on with Power Platform including Power Apps, Power Automate, Power BI, and Dataverse.
• Strong integration skills with Azure Logic Apps, REST/SOAP APIs, and KingswaySoft.
• Experience with CI/CD, DevOps, and GIT version control.
• Proficient in SQL, SSIS, and Azure Data Factory (ADF).
• Working knowledge of Agile/SCRUM and OWASP principles.
• Excellent stakeholder management, communication, and problem-solving skills.

Desirable

• Exposure to Copilot and AI-driven tools.
• ITIL certification or experience working in ITIL environments.
• Performance tuning and data migration expertise.

*Rates depend on experience and client requirements

ABOUT US

The Guinness Partnership is one of the leading providers of affordable housing in England. We build and manage homes and provide housing services for nearly 160,000 residents nationwide. Our vision is to deliver great service, provide great homes, to be a great business and to be a great place to work. Because everything we do is about our residents, our communities and our people, any profit we make is re-invested in new and existing homes and improving services.

The Guinness Partnership is an equal opportunities employer. We are committed to equality of opportunity for all colleagues, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

JOB DESCRIPTION

About the role

We have a new opportunity for a Systems Integration Specialist to join the Guinness IT Team. This is a permanent, full - time vacancy based in our Oldham office. We are currently working to a hybrid working style.

The overall purpose of the role is to develop the System integration Architecture / System Design artifacts needed to effectively deliver the IT/IM Roadmap and change portfolio in line with the Guinness IT and business strategy.

What we are looking for

We are looking for an experienced System Integration Specialist who will shape our enterprise and integration architecture, and champion collaboration, good governance, and a culture of continuous improvement across our IT Services and Change function.

You will be able to demonstrate these essential skills:

• Proven experience of supporting the development of an IT/IM Roadmap the aligns with the business strategy of a medium to large organisation that includes customer facing digital applications, cloud, and complex legacy IT estate.
• Proven experience of developing enterprise system integration architectures and designs that are aligned with the business needs, budget and the IT/IM Roadmap.
• Experience of using Enterprise Architecture Frameworks (TOGAF, Zachman), architectural principles, design patterns, enterprise architecture tools and artifact repositories or ongoing evidence of a desire to learn them.
• Previous experience of developing solution architecture & design artifacts required to support effective IT development delivery.
• Broad experience of design patterns across a range of technology solutions including ERP, CRM, ESB, Azure, Cloud, AI, IoT, RPA, etc.
• Able to lead, engage and influence at all levels.
• Demonstrates the Guinness Behaviours.

Essential Qualifications:

• Educated to level 6 (degree or equivalent) or higher in an IT/ STEM related degree discipline.

Desirable Qualifications:

• TOGAF or Zachman Certification.
• APM / Prince 2 / Agile Practitioner / DevOps/ ITIL.
• IT technology certifications e.g., Microsoft, Oracle, etc.

If you are interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.

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Benefits

• Holidays We offer 25 27 days holiday a year, plus bank holidays. We will also give you the opportunity to buy up to an additional 5 days. You will also receive additional holiday in line with your length of service (1 extra day per 5 years service, capped at 4 days).
• Competitive Pension Scheme We will help you save for your retirement through our workplace pension scheme. Guinness match your contribution up to 9%. To help you get the most out of your pension contributions, we operate a salary sacrifice arrangement that means you will pay less National Insurance contributions.
• Benefits Portal We have a lifestyle benefits scheme, pulling together a range of special offers and great deals. You can make some great savings on everyday shopping from fashion and electronics to travel, leisure and days out and weekly supermarket shopping.
• Performance Pay Annual Performance Score bonus subject to eligibility
• Life Assurance For peace of mind Guinness provides three times salary life cover in the event of your death
• Health Plan Options There are a couple of health care schemes available depending on the post grade
• VDU/DSE Free eye test vouchers every 2 years with £55 contribution to glasses if requires for VDU work
• Access to the Finance wellbeing portal
• Professional subscription annual payment
• Travel season ticket loan
• Car lease scheme

Location: Abingdon

Salary: £28,000 - £30,000

We are looking for an organised and proactive Installations Coordinator to join ourProjectsTeam. You will playa central rolein planning, tracking, and coordinating IT and telephony projects across a diverse client base, ensuring on-time, on-budget delivery that meets or exceeds client expectations.

Responsibilities:

• Coordinate end-to-end delivery of IT infrastructure and managed service projects

• Develop andmaintaindetailed project plans, schedulesandresource plans using standard PM tools

• Track project milestones, deliverables, and budgets, proactively identifying and escalating risks to the relevant stakeholders

• Liaise with technical engineers, third-party vendors, and internal teams to ensure resource availability and alignment throughout the project lifecycle

• Support the Head of Projects on larger, complexprojectsasrequired

• Coordinate the deployment and onboarding of business telephony and UC solutions

• Oversee porting processes, number management, and configuration handover, ensuring all documentation is complete and signed off

• Coordinate user training scheduling and go-live support activities in collaboration with the technical team

• Contribute to internal reporting, including project pipeline tracking and delivery metrics for management review

• Assistin onboarding new clients by coordinating internal team activities and ensuring smooth transition from sales to delivery

Skills Required:

Essential

• 2+ years of project coordination or delivery experience within an IT MSP, telecoms, or technology services environment

• Demonstrable experience coordinating IT infrastructure or telephony/UC deployment projects

• Excellent communication skills and strong attention to detail

• Proficiencywith project management and/or PSA tools (e.g. ConnectWise, Autotask, Microsoft Project, or similar).

• Solid understanding of ITIL principles and IT service delivery lifecycle.

Desirable

• Exposure to business telephony platforms such asEvonex,Callswitch, 3CX, Gamma Horizon

• PRINCE2 Foundation,AgilePM, or equivalent project management qualification (or working towards)

• Experience using Microsoft 365 suite, including SharePoint and Teams, for project collaboration

• Understanding of networking fundamentals (LAN/WAN, firewalls, VPNs) in a managed services context

• Experience in a client-facing capacity within a technology business

Benefits:

• 21 Days Holiday increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process

Location: Abingdon

Salary: £28,000 - £30,000

We are looking for an organised and proactive Service Delivery Coordinator to join ourProjectsTeam. You will playa central rolein planning, tracking, and coordinating IT and telephony projects across a diverse client base, ensuring on-time, on-budget delivery that meets or exceeds client expectations.

Responsibilities:

• Coordinate end-to-end delivery of IT infrastructure and managed service projects

• Develop andmaintaindetailed project plans, schedulesandresource plans using standard PM tools

• Track project milestones, deliverables, and budgets, proactively identifying and escalating risks to the relevant stakeholders

• Liaise with technical engineers, third-party vendors, and internal teams to ensure resource availability and alignment throughout the project lifecycle

• Support the Head of Projects on larger, complexprojectsasrequired

• Coordinate the deployment and onboarding of business telephony and UC solutions

• Oversee porting processes, number management, and configuration handover, ensuring all documentation is complete and signed off

• Coordinate user training scheduling and go-live support activities in collaboration with the technical team

• Contribute to internal reporting, including project pipeline tracking and delivery metrics for management review

• Assistin onboarding new clients by coordinating internal team activities and ensuring smooth transition from sales to delivery

Skills Required:

Essential

• 2+ years of project coordination or delivery experience within an IT MSP, telecoms, or technology services environment

• Demonstrable experience coordinating IT infrastructure or telephony/UC deployment projects

• Excellent communication skills and strong attention to detail

• Proficiencywith project management and/or PSA tools (e.g. ConnectWise, Autotask, Microsoft Project, or similar).

• Solid understanding of ITIL principles and IT service delivery lifecycle.

Desirable

• Exposure to business telephony platforms such asEvonex,Callswitch, 3CX, Gamma Horizon

• PRINCE2 Foundation,AgilePM, or equivalent project management qualification (or working towards)

• Experience using Microsoft 365 suite, including SharePoint and Teams, for project collaboration

• Understanding of networking fundamentals (LAN/WAN, firewalls, VPNs) in a managed services context

• Experience in a client-facing capacity within a technology business

Benefits:

• 21 Days Holiday increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced Company Sick Pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process

Job Description:

Infrastructure Engineer -

We are looking for an experienced Infrastructure engineer to join this public sector organisation to deliver specialist 3rd/4th line support for key technologies including databases, storage, applications, backup and the wider server estate. You will also be required to support the implementation and design of new applications, infrastructure and database solutions. Proactively monitoring overall system performance and technical feedback into the Architectural team is also a key element.

Tasks and Responsibilities

• Technical Support: Ensure availability and performance of infrastructure, applications, platforms, and databases, including data centres, storage, Servers, and backups.
• Confidentiality and Security: Maintain the confidentiality, security, and integrity of the infrastructure.
• Incident Management: Facilitate incident, configuration, availability, capacity, continuity, and release management.
• Strategic Support: Assist the DDaT Infrastructure Manager with strategic direction and contribute to Roadmaps and Technical Strategy.

Skills and Experience

• Microsoft certified qualification
• Demonstrable significant experience in a 3rd/4th line infrastructure support role
• VMWare Products configuration and performance management
• Backup technology configuration and performance management
• Working with the Architect team to design and configure on-prem and cloud-based solutions for both infrastructure and applications
• Experience of supporting server deployments activities through a development, design, test and implementation life cycle
• Enterprise storage solutions such as Dell Isilon or similar
• Significant demonstrable experience of operating at a 3rd/4th line role in an IT environment
• ITIL for incident, problem and change management
• In depth knowledge of Microsoft Server
• PowerShell Scripting
• In-depth knowledge of M365 Exchange Online, Teams and Intune
• Virtualisation technologies such as Citrix or similar

53688.0/year

Talent International UK and it’s subsidiaries, Digital Gurus, Infinite Talent and Rethink act as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this opportunity, you accept the TandC’s, Privacy Policy and Disclaimers which can be found on our website

Application Support Lead required to join a fast-growing, specialist software company delivering mission-critical solutions to a global client base within a highly regulated industry (remote - must be UK based). Their platform is trusted by major international brands, and as they continue to scale, they're looking for someone to take their support function to the next level. This is a high-impact leadership role where you'll have real ownership, influence, and the opportunity to shape how customer support is delivered across the business. What you'll be doing You'll take the lead in shaping and driving a high-performing customer support function, ensuring a seamless and high-quality experience for clients. Day-to-day, you'll oversee application support, making sure issues are resolved efficiently while maintaining a strong customer-first mindset across the team. You'll play a key role in managing software releases and upgrades, ensuring deployments are smooth, well-communicated, and minimally disruptive. Alongside this, you'll embed and evolve IT Service Management best practices, bringing structure and consistency to incident, problem, and change processes. Acting as the main point of contact for third-party infrastructure providers, you'll ensure hosted environments are secure and reliable, while also keeping a close eye on performance metrics such as SLAs and customer satisfaction to continuously improve service delivery. Collaboration will be central to your role, working closely with Product, Engineering, and Commercial teams, while also taking ownership of support-related costs, forecasting, and overall operational efficiency. What they're looking for \* Experience in a senior support or service delivery leadership role \* Background in software, SaaS, or hosted/cloud environments \* Strong knowledge of ITSM frameworks (ITIL preferred) \* Experience managing releases and communicating technical changes \* Proven ability to manage third-party suppliers or service providers \* Excellent stakeholder management and communication skills \* Experience with Jira and Salesforce The package The role comes with a salary £50-55k alongside benefits which include a discretionary bonus. They offer remote-first working environment that supports work-life balance (must be UK based). On top of this, you'll have access to funded training and development programmes, a home office allowance to set yourself up for success. If this sounds of interest, please apply or reach out to Matt MacAlpine. Cathcart Technology is acting as an Employment Agency in relation to this vacancy.

IT Support Engineer | 6 Month Contract | Dereham My client is looking for an IT Support Engineer to manage BAU workload and provide 1st and 2nd line support. The ideal candidate will be personable with a professional passion for providing high quality IT support services. Key responsibilities of the IT Support Engineer: - Provide 1st and 2nd line support across the business. - Troubleshoot and resolve issues related to M365, Active Directory and Windows 11. - Diagnose and resolve network connectivity and troubleshooting issues. - Contribute to technology updates and develop ITIL best practices. - Providing support with additional IT projects. IT Support Engineer Experience/Technologies: - Understanding of Windows 10/11 operating system - Administration and support - Microsoft Stack including Office 365 and Intune - Administration and support - Active Directory - Administration and management - Using ticketing system to respond to portal requests - User support - Communication and interpersonal skills. The successful IT Support Engineer candidate will be commutable 5 days a week to Dereham. Apply now to speak with VIQU IT in confidence. Or reach out to Matt Farrell via the VIQU IT website. Do you know someone great? We'll thank you with up to £1,000 if your referral is successful (terms apply).

Salary: Competative salary plus other Veolia benefits
Hours: 40 hours per week
Location: Hybrid working 2-3 days in our Otterbourne office (SO21 2EA)
Duration: 12 Month FTC

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It’s why we’re looking for someone who’s just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

What we can offer you:

• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• 24 hour access to a virtual GP, 365 days a year, for you and family members in your household
• One paid days leave every year to volunteer and support your community
• Ongoing training and development opportunities, allowing you to reach your full potential

What you’ll be doing;

This role will provide expert technical support to our employees throughout the UK and Ireland, with a particular focus on ChromeOS and the Google Workspace suite, alongside traditional Microsoft Windows and Office support. The role holder will possess a strong understanding of both platforms, excellent troubleshooting skills, motivation and a customer-centric approach to problem resolution.

Additionally, there are a high number of Veolia specific and bespoke services / applications that need to be supported. Therefore, the desire and ability to learn quickly as new services come online is a must.

Additional responsibilities include:-

• Providing expert levels of technical support for ChromeOS devices and Google Workspace applications (Gmail, Drive, Docs, Sheets, Slides, Meet, etc.).
• Provide comprehensive technical support for Microsoft Windows operating systems and Microsoft Office suite applications (Word, Excel, PowerPoint, Outlook, etc.).
• Troubleshoot, log and resolve complex hardware and software issues across both ChromeOS and Windows environments.
• Administer and support Google Workspace user accounts, permissions, and security settings.
• Utilise and maintain ticketing systems (e.g., ServiceNow) to accurately log, track, and resolve incidents and service requests. Ensuring that you manage and set appropriate priority to your own queue.
• Develop and maintain technical documentation, knowledge base articles, and customer user guides
• Collaborate with other IT teams to troubleshoot, escalate and resolve complex technical issues.
• Provide verbal, written and remote support to end-users across various UK & Ireland locations.
• Participate in IT projects and initiatives as required.
• Ensure adherence to ITIL (or equivalent) best practices and Veolia UK IT policies and procedures.
• Ensure adherence to DB&T Local and Global policies and processes

What we’re looking for;

• Previous experience working in a similar role
• IT Literate with knowledge of ChromeOS and Googlesuite
• Knowledge of service now or other call management system (Preferred)
• Analytical and problem solving skills
• Adaptive and keen to learn new skills
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

What’s next?

Apply today, so we can make a difference for generations to come.

We’re proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we’re also transforming what it means to have a rewarding, purposeful career.

We’re dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We’re also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.

Are you an experienced, people focused Service Delivery Manager looking for a role where you can lead from the front in a structured, customer-centric environment?

Our client is an established and growing managed IT services provider with a strong reputation for quality and care. This role offers the opportunity to take real ownership of service delivery within a close-knit team and the chance to shape and improve how services are delivered across the business.

Service Delivery Manager
Waterlooville (Hybrid - 3 days office, 2 days home)
47,000 to 53,000 per annum

In this role, you will be working within a team of 11 accountable for the day-to-day performance of managed IT services, the development of the Service Desk and Specialist Engineering teams, and the overall customer experience.

Looking fir someone experienced, logical, and driven - someone who can hit the ground running, bring clarity and structure, and isn’t afraid to constructively challenge when needed.

Key Responsibilities

• Lead, support, and develop the Service Desk and Specialist Engineering teams in a positive, people-first environment
  Own day-to-day service delivery across all managed services
  Conduct regular one-to-ones, performance reviews, and development planning
  Maintain and improve service management practices aligned with ISO/IEC (phone number removed)
  Identify and deliver service improvement initiatives
  Use service data and feedback to inform decision-making
  Collaborate with Security, Operations, and wider teams to ensure smooth transition of new or changed services

Skills and Experience

Essential:
Proven experience in a Service Delivery Manager or similar role within IT services
Strong background leading and developing technical teams
Experience working within an ISO/IEC (phone number removed) aligned environment (using it to improve service, not just for compliance)
Solid understanding of IT service management principles (incident, problem, change, request)
Experience owning SLAs, service reporting, and improvement initiatives
Confident communicator with the ability to manage escalations professionally and empathetically
Structured, organised, and comfortable taking accountability

Desirable:
ITIL certification (or equivalent practical experience)
Experience supporting ISO audits
Background within an MSP environment
Experience working alongside Customer Success or relationship management teams

Why Apply?

This is a local opportunity within a smaller, caring organisation where you can genuinely make an impact. You’ll have visibility across the business, the chance to learn broadly, and the autonomy to shape service delivery in a meaningful way.

If this Service Delivery Manager opportunity sounds of interest, please contact Chris Lynes at Spectrum IT Recruitment

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

This 1st Line Support Engineer role offers a structured, supportive environment where you can build your technical skills, take ownership of real issues, and progress into more advanced technical responsibilities as your experience grows.

1st Line Support
Waterlooville 2 days a week remote
28,000

About the Role
We’re looking for a reliable and customer-focused 1st Line Support Engineer to join a busy Service Delivery team. As the first point of contact for customers, you’ll play a key role in delivering a calm, structured, and professional support experience.
This is an ideal opportunity for someone who enjoys solving problems, working within clear processes, and providing consistent, high-quality first-line IT support in a managed services environment.
You’ll be responsible for handling incidents and service requests, keeping customers informed, and ensuring every interaction is clear, organised, and reassuring.

What You’ll Be Doing

• Acting as the first point of contact for IT support queries
• Managing and resolving first-line incidents and service requests
• Logging, categorising, and updating tickets accurately
• Keeping customers informed with clear and timely updates
• Escalating more complex issues with structured handovers
• Supporting user administration tasks (e.g. joiners, movers, leavers)
• Identifying recurring issues and helping improve service efficiency
• Working within defined SLAs and established processes

What We’re Looking For
Essential:

• Experience in first line support (ideally within an MSP or IT services environment)
• Strong knowledge of Microsoft 365 (user admin and troubleshooting)
• Experience using a ticketing system
• Full UK driving license
• Excellent communication skills with a calm, professional approach
• Ability to follow structured processes and maintain accurate records

Desirable:

• Familiarity with ITIL or other IT service management frameworks
• Experience working in structured or standards-driven environments

What’s on Offer

• Hybrid working (3 days office / 2 days remote)
• Company pension scheme
• Life assurance
• Private healthcare
• Generous holiday allowance (with increases over time)
• Additional leave for birthdays and Christmas
• Professional development opportunities
• Employee assistance programme
• Volunteer days
• On-site parking
• Casual Fridays with breakfast and refreshments

Apply Now
To apply for this 1st Line Support role, please apply on online or you can forward your CV to (url removed) or call Ruby on (phone number removed).

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.

150 per day, Inside IR35

6 months initial contract

Role Overview
We are seeking an IT Support Engineer to provide onsite support within a busy operational site environment. This is a hands-on role supporting end user devices, troubleshooting hardware and software issues, and ensuring a high standard of service delivery. The engineer must be comfortable working independently and delivering consistent, user facing support.

Key Responsibilities
Provide deskside support for PCs, laptops, mobile devices and peripherals
Diagnose and resolve hardware and software issues across Windows 10 and Windows 11 environments
Build, configure, replace and troubleshoot end user hardware
Support mobile devices including iPhones and Blackberry
Assist with data backup and recovery processes
Work within virtual, MDM and VPN environments
Log, update and manage tickets within ServiceNow
Maintain accurate documentation of incidents and resolutions
Deliver high quality customer service to end users
Follow defined ITIL based processes and procedures

Required Skills and Experience
Proven experience in Level 2 IT support or similar role
Strong understanding of IT fundamentals including networks, hardware and domains
Good working knowledge of Windows 10 and Windows 11
Experience supporting end user hardware and software issues
Familiarity with Microsoft Office applications and Lotus Notes
Experience supporting mobile devices
Understanding of data backup techniques
Experience working within an ITIL environment
Strong communication and customer facing skills
Logical and analytical approach to troubleshooting
Ability to work independently and manage workload effectively

Desirable
Familiarity with Microsoft SCCM
Experience working with ServiceNow
Exposure to virtualisation, MDM and VPN environments

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK s largest independent Managed Service Provider, recently ranked as World class by the Best Companies to work for awards.

Be a key player in our Technical Services team

This is an onsite IT Support Engineer role, and we are looking for a highly motivated and driven individual with an excellent customer service and support background. The role is 100% client focused, proactively supporting clients to ensure world class customer experience.
Experience in varied IT environments is highly required, with the ability to support a variety of simple and complex issues, especially around Microsoft365 admin portals and end user Mac and Windows Operating Systems.

You will be responsible for:

• Providing effective 1st and 2nd line support to our clients, working seamlessly alongside the rest of the Opus IT Service Desk
• Logging detailed and accurate information into the case management system
• Taking responsibility for your personal call queue, ensuring that all tickets are kept up to date and closed in a timely fashion to meet SLAs
• Communicating with users to keep them updated on the progression of their issue and ensuring that customer satisfaction remains high
• Walking the floor daily to ensure users have an approachable and accessible IT Support presence
• Proactively checking Audio Visual rooms at the beginning and throughout the day
• Running regular drop-in sessions where users can come to request assistance or training
• Building and configuring desktop systems and mobile devices
• Fixing hardware faults and installing upgrades to hardware

Salary £40-£42k DOE
This role is onsite up to 5 days a week in central London

The talents we are excited to see
You will have the following experience/skills:

• Ideally you will have experience working onsite for Legal chambers supporting 1st/2nd line technical IT support role or equivalent
• 3+ years working for an MSP previously is desirable
• 2nd Line support of Microsoft infrastructure software and application suites
• Competency with mainstream Apple Mac infrastructure software and application suites
• MS Certificates are preferred
• Familiarisation working according to industry best practice, such as ITIL service strategy
• Enthusiasm for furthering career in technical support and delivery
• Ability to communicate at all company structure levels
• Ability to work autonomously and deliver effective outcomes without supervision

Your exclusive benefits
• A comprehensive Private Healthcare and Cash Plan
• Pension and life assurance
• Entry to the £3,000 quarterly Dreamball draw
• Personalised training and development pathways
• Regular fully funded companywide events
• Monthly outstanding performer accolades
• Enriching paid volunteering days
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance (25 days pa)
• Complimentary daily breakfasts in the office

Where your values align with ours

Work together to win together
Be brave and think differently
Own it and never give up
Strive to be the best
Stay curious and keep learning

Meet Opus
Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We’re on track to meet this target, and we’re seeking top talent like you to join us on this exciting journey.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

If you’re ready to be part of a dynamic team and help us reach new heights, we’d love to hear from you.

Endpoint Engineer (Contract)
Location: Hemel Hempstead (Onsite)
Rate: 600- 700 per day (Inside IR35)
Clearance: MOD DV required

Role Overview

Lead the day-to-day technical operations of the Windows/Endpoint team, providing subject matter expertise across endpoint security and infrastructure. The role combines hands-on engineering, team leadership, and strategic input to support operational delivery within a secure, enterprise environment.

Key Responsibilities

• Lead and mentor a team of engineers, developing SME capability and aligning skills with digital strategy
• Support project delivery: solution design, estimation, implementation, and technical validation
• Manage and respond to incidents in line with SLAs, including escalation where required
• Collaborate with architects and designers to recommend and validate technical solutions
• Contribute to pre-sales activities and cost/effort estimation
• Maintain accurate documentation (operational procedures, user guides, project updates)
• Provide regular progress updates to project management and stakeholders

Core Skills & Experience

• Strong endpoint security expertise (threat prevention, firewall, device & application control)
• Windows/Wintel environments (Server (Apply online only and Linux (RHEL 5/6)
• Experience with VMware, Splunk Enterprise Security, and Ivanti
• Proven infrastructure engineering experience in enterprise environments
• Team leadership and project delivery experience (e.g. PRINCE2, PMI)
• Strong troubleshooting, fault diagnosis, and SLA-driven support experience
• Experience working within structured governance frameworks

Desirable

• MCSE (or equivalent) and additional technical certifications
• ITIL Foundation
• Experience in customer-facing environments
• Strong documentation and communication skills

If you are interested in this Endpoint Engineer role, apply now or email me your CV at (url removed)

Customer Experience Insight Manager

My client is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, they specialise in empowering businesses with the best solutions from the world’s leading providers.

We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Contact Centre Technology
• Mobile Solutions
• Communications & Connectivity

With nearly 15,000 customers, they’re just scratching the surface of their potential. Many of their clients currently benefit from one or two of their technologies, presenting an incredible opportunity to introduce them to the full suite of market-leading solutions.

Job Description

Join a Dynamic Team as a Customer Experience Insight Manager!??

Do you thrive in a fast-paced, innovative environment? My client is on a mission tobethe customersmosttrustedadvisorforcloud-basedtechnologies. Theyre looking for passionate and talented individuals to join their growing team. If you’re ready to turn insight into impact and help shape the future of customer experience this is your opportunity.

What will you be doing?

Youll be responsible for leading the delivery, and evolution of the CX Measurement and Insight strategy - ensuring the right questions are asked, at the right time, in the right way. Youll manage CX measurement tools and suppliers, create surveys, dashboards, and insight packs, and help the business understand the why behind customer behaviours and sentiment.

Working closely with the Customer Journey Design Manager, youll play a critical role in a Listen, Learn and Act approach turning data into actionable insight that drives improvements across the customer lifecycle. Youll use a blend of quantitative and qualitative research methods, and be comfortable conducting interviews, analysing data, and presenting findings to senior stakeholders in a clear and compelling way.

Youll champion the voice of the customer across the organisation, helping embed a culture of continuous improvement and customer-centric decision-making.

Theyre looking for someone who is a self-starter passionate, inquisitive, and confident in challenging perception vs reality. Youll be skilled at measuring what matters, connecting the dots, digging deeper to uncover what customers and employees are truly feeling, and identifying how we can remove pain points to deliver effortless, meaningful experiences. This is a key role in a growing team thats helping the business have the conversations that matter and drive the experiences their customers and people want to see.

Accountabilities and Deliverables:

• Responsible for the development and delivery of CX measurement strategies across key lifecycle stages (e.g. discover, buy, join, manage, support, renew).
• Identify and interpret the Voice of the Customer (VOC), Voice of the Employee (VOE), and operational CX indicators at each key touchpoint across the customer journey helping to uncover pain points, form hypotheses about whats driving customer and employee experiences, and deliver trusted insights that enable meaningful business conversations and informed decision-making.
• Design and manage surveys and methodology to gather trusted insight, using tools like Qualtrics, ensuring relevance, clarity, and actionable outcomes.
• Own and evolve CX KPIs (e.g. NPS, CSAT, CES, Adore Trust Index and many more), ensuring they are aligned to business goals and customer outcomes.
• Manage relationships with CX measurement suppliers and platforms, ensuring performance against SLAs and KPIs.
• Create and maintain dynamic dashboards and insight packs using Excel, Power BI, and other visualisation tools.
• Conduct root cause analysis using both quantitative and qualitative data to identify improvement opportunities.
• Facilitate workshops and insight sessions to surface key questions and drive stakeholder alignment.
• Present findings and recommendations to senior stakeholders in a clear, engaging, and tailored format.
• Collaborate with and challenge cross-functional teams constructively, helping them reflect on customer impact and translate insights into meaningful action
• Support the development of measurement documentation, including sample frameworks, governance processes, and close-the-loop mechanisms.
• Stay informed on market trends, competitor activity, and emerging CX methodologies to continuously improve our approach.

Core Competencies:

CX Measurement & Strategy Proven experience designing and managing CX measurement frameworks, KPIs, and methodologies aligned to business outcomes.

CX Tools & Measurement Mastery Deep expertise in configuring, managing, and optimising CX platforms (e.g. Qualtrics, Medallia), with a strong understanding of survey design, methodology, and tool performance. This is a critical capability for the role.

Insight Storytelling & Influence Ability to connect the dots across multiple data sources, uncover the real story, and communicate insights with clarity and conviction that drive action.

Data Interpretation & Analytical Thinking Strong analytical skills with the ability to turn data into actionable insight, challenge assumptions, and explore beyond the surface.

Strategic Connector & Business Acumen Skilled at linking insight to strategy and commercial impact, identifying patterns across journeys and feedback loops.

Customer Empathy & Listening Deep listening skills to understand customer and employee sentiment beyond the numbers.

Change Influence Confident in using insight to challenge the status quo and drive meaningful change across teams.

Stakeholder Engagement Effective communicator with experience presenting to senior leadership and influencing cross-functional teams.

CX Tools & Research Expertise Proficient in tools such as Qualtrics, Excel, Power BI, Journey Mapping using Mural, (Miro, UXPressia); experienced in survey design, customer interviews, and applying design thinking principles.

Supplier Management Skilled in managing third-party relationships and driving performance against SLAs and KPIs.

Governance & Continuous Improvement Strong organisational skills with experience managing governance processes and embedding a culture of customer-centric improvement.

What else looks good for this role:

• Strong experience in quantitative and qualitative research, including customer interviews, survey design, and insight generation.
• Ability to analyse and interpret data using tools like Excel, Power BI, and other visualisation platforms with a focus on storytelling and identifying both what the data reveals and what it doesnt.
• Experience in Customer Journey Mapping and Journey Design
• Passionate about Customer Experience, Managed Services, and has strong technical, commercial and market knowledge.
• Experience in Managed Service Provider or IT and Telecoms environment desirable but not essential.
• Exposure to ITIL, Lean Six Sigma, or service management principles.
• Experience working in agile environments and applying design thinking methods.

Qualifications:

• 3+ years of experience in CX measurement, customer insight, or performance management roles.
• Extensive experience with CX measurement tools and methodologies (e.g. Qualtrics, NPS, CSAT, CES) this is critical to the role.
• Proven ability to configure, manage, and optimise CX platforms to support insight generation and continuous improvement.
• Experience presenting insights to senior leadership and influencing strategic decisions.
• Strong understanding of survey design, data analysis, and insight generation.
• ITIL Foundation and Lean Six Sigma Green Belt preferred.
• Experience in supplier management and performance tracking (SLAs, KPIs, OKRs).

Location: London Hybrid

While the preference is for candidates to be based in theReading or London offices, my client is flexible and happy to consider other UK office locations.

Location: Hybrid – Group Support, Lichfield
Hours: 37.5 hours per week
Reporting to: Service Desk Manager

About the role
We’re looking for a skilled Senior IT Support Analyst to join our Service Desk team at Voyage Care. This role plays a key part in delivering high‑quality IT support to colleagues across the organisation, resolving more complex technical issues and ensuring an excellent customer experience.
You’ll act as an escalation point for the 1st Line Support team, using your technical expertise to troubleshoot and resolve a wide range of hardware, software, and infrastructure issues. Where problems require deeper investigation, you’ll work closely with engineering teams and external suppliers to ensure tickets are progressed efficiently with clear, detailed documentation.
This is a hybrid role, with attendance at our Lichfield office typically 2–3 days per week.

What you’ll be doing

Providing high‑quality 2nd line technical support to Voyage Care staff
Managing escalated tickets from 1st line, resolving issues wherever possible
Troubleshooting hardware, software, and infrastructure problems across the business
Escalating unresolved issues to engineering teams with clear, thorough documentation
Installing, maintaining, and supporting IT equipment including PCs, laptops, and printers
Logging and updating all support activity accurately within the ticketing system
Liaising with 3rd line support, infrastructure teams, and external suppliers
Identifying and escalating potential IT and cybersecurity risks
Contributing to service improvement initiatives and process enhancements
Creating and maintaining knowledge articles for the service desk knowledge base
Participating in cross‑business meetings and supporting ongoing service development

What we’re looking for
Essential experience and knowledge:

Previous experience in a 2nd line IT support or similar service desk role
Strong understanding of Windows 10/11, hardware, and common business applications
Experience with Active Directory and Entra ID (user accounts and permissions)
Familiarity with remote support tools and IT ticketing systems
Ability to diagnose and resolve technically complex issues
Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
Awareness of cybersecurity best practicesSkills and attributes:

Strong problem‑solving skills with a customer‑focused mindset
Excellent communication skills, able to explain technical issues clearly
Well‑organised with the ability to prioritise work in a fast‑paced environment
Confident documenting issues and resolutions clearlyDesirable (but not essential):

IT certifications such as CompTIA A+, Microsoft certifications, or ITIL Foundation
Experience or interest in developing skills with the Azure platform

Why join Voyage Care?
At Voyage Care, we’re committed to supporting our people’s development. You’ll be encouraged to grow your technical skills, expand your knowledge of Azure, and gain a deeper understanding of how IT supports our wider organisation. You’ll be joining a collaborative, supportive team where your expertise makes a real difference