Working in the IT Service Desk Team to support our network of colleagues. When An employee reaches out for IT support, as the name suggests, they come to first line. 1st line service desk engineers can handle most everyday requests and IT issues and will aim to resolve these at first point of contact. A 1st line Engineer should be an enthusiastic, self-motivated team player with a passion for customer focus.
What we want you to do
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Providing friendly, professional 1st line technical support within the IT Service Desk from multiple sources, including emails, phone calls and tickets
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Working closely with our 2nd line to ensure the issue is resolved or assigned to the correct level
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Supporting a windows 11 desktop environment, supporting future upgrades
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Working as part of a team to help deliver small- to medium-sized IT projects
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Log all calls on the call logging system
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Working on own initiative to diagnose and resolving technical issues.
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Understanding of Networking and TCP/IP Protocols;
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Proven experience using and troubleshooting Office 2016 / Office 365 within a network environment (permissions, calendar sharing, delegation)
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Experience of administering Office365 including, SharePoint Online (permissions, workflows, migration)
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Ensuring effective Asset Management and that the lifecycle is followed
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Administering Identity Management
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Help to drive improvement and implement new processes to ensure high levels of service
What success in the role looks like
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Achieve all agreed objectives with positively trending relative key performance indicators
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Shows consistent delivery and continuous improvement in knowledge and understanding of IT systems
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Exceptional internal customer feedback
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Track record of great judgement knowing when to fulfil a customer request, when to seek support, and when to escalate
What you need to have already done to be right for this role
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O365 Administration
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Exchange Server 2016 / Office 365 Exchange Administration
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Working with System Centre Configuration Manager
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Troubleshooting Network Issues for escalation
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Active Directory Administration including GPO
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IP Telephony Administration and Support
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Identity Management Administration and Support
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Basic Programming Skills (PowerShell, VB Script, .NET)
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Experience working in an ITIL Service Environment.
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Experience of identifying security risks / vulnerabilities and working with Information Security Team to ensure appropriate escalation.
Skills
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A commitment to producing a high quality of work including competence, accuracy and thoroughness
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Works at pace, improving productivity through ensuring the completion of assigned tasks in a timely manner
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Demonstrates good communication skills working well with and communicating / escalating issues to the wider team
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Demonstrating good team working skills including working well with colleagues from around the business, being able to adopt appropriate escalation and provide support to the business on various projects
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Use initiative to logically understand, solve problems and seek out new tasks
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Be dependable through good time keeping, attitude to work, meeting deadlines and being able to work autonomously
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Show a commitment to improving their knowledge of Information Technology and Clear Business systems
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Building and maintaining positive rapport with all Clear Business employees
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Feeding back and asking questions when unsure about something
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Able to provide high quality interactions, displaying confident and assured levels of service in support of our internal customers
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Has a "can do" attitude
Our Story
Clear Business was established with the goal of simplifying our customers' lives and making our colleagues' experiences more rewarding. As one of the top providers for small businesses in the UK, we offer a truly distinctive service by providing all essential services in one place: Phone, Broadband, Mobile, Water, Gas, Green Electricity, Payment Services, and Insurance.
For more than two decades, our growth journey has been marked by various accolades, such as Investors in People, The Northern Contact Centre Awards 2023, and Learning at Work Week Awards 2023. Our latest achievement was receiving the 'One to Watch' award from Best Companies.
Why Choose Clear Business?
At Clear Business, we don’t just do jobs, we do careers. We’ve got ambitious growth plans, and our people will grow with us. So, we’ll give you everything you need to develop and succeed. That means things like flexible working, a totally transparent rewards structure, a diverse and inclusive workplace, and the control to drive your own career and shape your own opportunities. Clear Business is a great place to work, made better by you.
In return for your hard work, you’ll get
It takes all kinds of people to make Clear Business the success that we are, and we’ve got a range of benefits to make sure everyone is happy.
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Pension contributions and life assurance coverage.
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Generous discounts at numerous high street and online retailers.
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25 days holiday, increasing to 28 days through length of service.
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Enjoy your birthday off every year.
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Purchase up to 10 additional holidays and sell up to 5 days per year.
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Cycle to work and travel loans for people wanting a greener commute.
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Comprehensive well-being support, including round-the-clock access to a GP, mental health assistance, fitness programs, and complimentary legal and financial advice.
The important extras
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Hybrid working model: the choice to work remotely for two days.
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Join or giving back initiative and support with charity fundraising and volunteering activities.
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Enjoy fantastic on-site amenities including a complimentary gym, free parking, a subsidized café, and an on-site bar for post-work drinks, quiz nights, and social gatherings.
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Full time/Permanent contract of 37.5 hours per week.
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No weekends and every bank holiday off.
What happens next
If you’re looking for a new challenge with great benefits at an award-winning company, then Clear Business is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.
Across Clear Business, we’re passionate about creating an inclusive team and celebrating our diversity. We want talented people with great skills and matching values to join our teams.
All successful candidates will be subject to pre-employment checks.
Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.
Please note that this vacancy may close early if we receive a sufficient number of suitable applications; however, we may retain your application on file for future opportunities.
We are one of the UK’s leading providers of essential services to small businesses. We supply a wide range of essential services – Fixed Lines, Broadband, Mobile, Water, Gas, Green Electricity and Insurance through our sister company The Insurance Octopus. Our goal is to simplify essential services for our customers by offering the widest range of products on the market. Not only have we experienced continued growth and strong financial performance as a result, we have been recognised by the following awards:
The Lloyds Bank National Business Awards 2019
Greater Manchester Business Awards 2019
Lanarkshire Business Excellence Awards 2019
Email: [email protected]
