Overview of salaries statistics of the profession "Incident Management in "

Our client, Timeless IMS, has evolved over the last fifteen years from being an IT support company, supporting both single homes to large multi-site corporations offering Intelligent Managed Solutions across four key areas of technology; Intelligence, People, Security and Cloud.They are currently recruiting a Senior Technical Support Engineer.As the successful candidate:You will be responsible for managing and growing a technical team delivering first-class telephone, remote and on-site support to our customers across varying sectors. You will also be expected to complete project work in a team and independently to strict deadlines. You will resolve incidents using Autotask Service ticketing software. You will be required to monitor, manage, and contribute to the operation of our advanced RMM software.You will have several tasksPrimary, you will manage and grow their small technical support team and provide 1st to 3rd line technical support and onsite project work for their clients within set SLAs; this includes (but is not limited to):Monitor and analyse Service Desk performance metrics, identifying areas for improvement and implementing appropriate measures.Work alongside the operations manager to grow and develop the Technical TeamWork alongside the sales department with pre and post sales queries.Manage and train technical staff and outsourced helpdesk.Respond to Client service requests by providing remote desktop and server support within support agreement targets (SLAs)Support Microsoft 365 issues and change requests.Create and maintain requests in our ticketing system raised by the customer via telephone and email.Manage own daily schedule by working through the service board and monitor, categorise, and setting the priority of incoming ticketsCommunication with customers required: keeping them informed of incident progress, notifying them of impending changes or agreed outagesTroubleshoot and resolve issues with Microsoft / MacOS operating systemsProactively review alerts originating from customer infrastructureAdminister and support on-premises/Azure Active DirectoryBuild and configuration of both physical and virtual machinesProvide networking support for routers, switches, firewalls, wireless access pointsMonitor and manage security software and cloud tools (Microsoft 365/Watchguard)Backup creation and administrationPerform preventative maintenance activitiesMaintain our documentation systemEscalation of tickets to the relevant persons or team as necessaryKeep customers regularly updated, both via our ticketing system and telephoneSupporting Project Managers with the preparation and delivery of projectsComplete project tickets and phases as assignedMake sure new/pending tickets do not exceed our SLA by picking up unassigned ticketsVisit customer premises when necessaryStay up to date with advances in technologyPlace of WorkOffice Based Ashford, SurreyHours of WorkMonday to Friday (8:30 to 5:30 with 1-hour lunch)Out-of-hours support (when required)SkillsAll candidates must have the following knowledge to an excellent level of the following skills and at least four years of experience in a similar role.Desktop and server hardwareMicrosoft Windows 10/11Microsoft Office desktop apps (to the latest version)macOS (to the latest version)Microsoft 365, including Exchange, SharePoint, OneDrive, Teams and AzureSwitches and firewallsNetworking knowledge (TCP/IP, DNS, DHCP and VPN)Use and management of RMM softwareNetwork Security (Watchguard experience Preferable)DesirableExperience with building and/or maintaining a Service DeskAdvanced networking (VLANs etc.)Active Directory / Azure Active DirectoryMicrosoft Windows ServerMulti-Factor AuthenticationCyber Essentials understanding and complianceEndpoint ProtectionPersonal SkillsClear and fluent English (written and spoken)Excellent customer service and communication skillsAbility to manage and prioritise tasksTimekeeping and time managementWork as a team and independentlySelf-motivated, resourceful, and keen to learn and share knowledgeAbility to lead by example - developing and maintaining a respectful and inclusive working environmentAbility to plan, organise and adapt to changing job tasks within own roleStrong analytical, logical, and troubleshooting skillsStrong efficiency skills, with the ability to multi-task in a fast pasted environmentFlexible approach to working hoursQualificationsAt least four years of experience in a similar role (essential)CompTIA A+/Network+/Security+ (desirable)ITIL Foundation (desirable)Salary: Neg depending on experience

Develop and implement robust safeguarding policies and proceduresProvide training to staff on safeguarding issues and proceduresEnsure compliance with all safeguarding legislation and guidelinesHandle any safeguarding incidents in accordance with company policiesLiaise with external agencies regarding safeguarding mattersRegularly review and update safeguarding policiesCreate a culture of safety and welfare throughout the companyReport regularly to senior management on safeguarding issuesA successful Safeguarding Manager should have:An in-depth understanding of safeguarding legislation and guidelinesProven experience in managing safeguarding in a related industryStrong communication skills to liaise with various stakeholdersThe ability to provide training and promote awareness on safeguarding issuesExperience in handling safeguarding incidents

· Reporting to the EHSQ Manager, you will manage a team of EHS Coordinators within the EHSQ department.· Set team and individual targets aligned with the department & site targets.· Mentor, coach and train line staff to implement and sustain best EHS practices.· Establish and maintain procedures for reporting and investigating EHS deviations (incidents, injuries, risks, etc.) - Incident reporting, trend analysis, Action Planning & Site feedback.· Support the HSEQS Manager with the development & implementation of the Major Accident Hazard Safety Report.· Organise & coordinate the Competent Authority Interventions.· Develop, implement & manage the Competent Authority Intervention Action Plans.· Responsible for the implementation of the site Emergency Response Plan.· Responsible for the effective implementation of the ISO 14001 & 45001 management systems.· Support team in the development of training courses and deliver training either via Rapid Global, Safety hub or directly where needed.· Carries out site inspections of the site identifying unsafe acts & conditions then determining recommendations for improvement.· Support and guide team in maintaining document control and routine reviews of EHS documentation· Assist the EHSQ Manager in advising and training teams with respect to regulatory compliance.· Carry out routine and improvement activities in the areas of: EHS KPI and target data collection, handling and reporting.· Lead or assist with audits of the EHSQ systems at Warrington· Should hold a safety qualification such as NEBOSH diploma or equivalent· Experience in compliance within a Top tier COMAH site· Previous experience managing a team· Previous experience in a chemical or process industries manufacturing plant within the EHS team· Competent in computer programmes such as Word, Excel and PowerPoint.· Experience with EHS based computer systems such as Dakota, Rapid Global would be advantageou

Manage and oversee all health and safety protocols within the company.Coordinate facilities management tasks for the company.Conduct routine safety inspections and audits to ensure compliance with regulations.Coordinate training and workshops on health and safety regulations.Manage incident reporting and investigation.Develop and implement emergency procedures.Assist in maintaining ISO standards within the company.Manage and coordinate contractors for facilities maintenance.A successful 'Health, Safety and Facilities Coordinator' should have:Relevant educational qualifications in Health and Safety management.Experience in a similar role within an industrial / manufacturing environment.Knowledge of UK Health and Safety regulations.Facilities management experience.Experience in managing ISO standards.Strong communication and coordination skills.

Design, build, install, and configure security solutions for on prem and cloud environmentsProactively monitor security solutions (SIEM, threat detection and data security (Varonis), endpoint protection, network analytics etc.) for alerts, conducting event analysis, and incident managementDocument technical standards to meet corporate security policies and industry best practiceEnsure appropriate technical measures are in place, to comply with legislation and regulations such as GDPR, GxP, and with ISO 27001Conduct vulnerability scanning, analysis, and remediationPerform security reviews, identify gaps in security architecture, and apply appropriate remediationParticipate in Change Advisory Board (CAB) to ensure that any security impacts of upcoming changes are appropriately managed, to minimise risk and exposureTriage, analysis, and prioritisation of security incidentsIdentify root cause of security issues and design appropriate solutionsContribute as a key member of the EMEA region, in the global information security management system activitiesAct as EMEA initial point of contact for any out of hours P1 security incidents.Regularly attend global security calls. Due to scheduling challenges these calls may fall outside UK core business hours.Varonis Data Security Platform: DatAdvantageVulnerability Scanning and Management: QualysPatch Management: SCCM/Endpoint Manager and WSUSEndpoint Security: Symantec Endpoint Protection (SEP)Security Information and Event Management (SIEM): QRadarEmail Security: Cisco Secure Email, Microsoft Office365Cloud Platforms: Azure and AWSActive Directory: ADFS, Group Policy, PowerShell (desirable)Network Protocols: TCP/IP, SMB, DNS, DHCP and associated servicesNetwork Management and Monitoring: Cisco ISE, CISCO DNAC, Cisco StealthwatchMicrosoft Windows Server and Client (Wintel)Virtual Platform: VMWare vCenter and Horizon VDIService Management: ServiceNowMicrosoft Office Applications: Excel, Word, Project, Visio

Region 1 EMEA (Europe, Middle East and Africa) Division 1 Corporate Location 1 London Program type 1 Internship Level 1 Analyst Job description 1 Who we are Nomura is a global financial services group with an integrated network spanning over 30 countries. By connecting markets East & West, Nomura services the needs of individuals, institutions, corporates and governments through our three business divisions: Retail, Wholesale (Global Markets and Investment Banking) and Investment Management. Driven by the insights of some 26,000 people worldwide, we put our clients at the center of everything we do, delivering unparalleled access to, from and within Asia. Corporate Infrastructure overview Our Corporate Infrastructure business areas are what underpins the success of the entire organisation. These are the functions that support the business, helping us deliver innovative financial solutions that set Nomura apart in the global marketplace. In our highly competitive and fast-paced industry, strong infrastructure teams are fundamental to our success. Work in these areas with us and you’ll be operating at the forefront of your field, as well as gaining a valuable insight into how Nomura operates on a global scale. The Technology Summer Internship Programme aims to give you exposure into one of our Technology departments - Support, Development and Infrastructure. Programme overview: We offer a nine-week Summer Internship for final year students interested in learning about the banking business. The programme will provide you with the opportunity to develop your technical knowledge, gain valuable on-the-job training, understand our culture and create new networks. The first week of the internship is class-room based training which is provided to enhance your key technical skills and will enable you to perform on the desk during the internship. Following the training week, you will join one of our Technology desks for the remaining of the internship and complete tasks at a similar level of a first year Analyst. At the end of the internship, strong performers will receive offers to join our Graduate Programme. Additional sessions during the internship include soft skill sessions, product presentations, business overviews as well as social events. Training Summer Analysts will receive extensive training to enhance the skills they need to perform well during their internship. As part of the Corporate Infrastructure Summer Programme you will receive training which will include business overview presentations, structured class room seminars, internal training by business representatives and team-building with colleagues. You will receive ongoing performance feedback and have access to division specific educational sessions designed to aid your professional development. Managers will focus on your career development and dedicate their time to coach and mentor you, helping you realise your full potential. Throughout the Internship Programme you will be supported both by a buddy, mentor and dedicated programme management team. What’s your role? Technology at Nomura involves working with, and designing, state-of-the-art information technology and risk management systems. These are the systems that can often give us that crucial, split-second edge over our competitors. Work ranges from infrastructure support and deployment to in-house development of complex modelling software and applications. This programme will give you the opportunity to develop new applications that keep us at the forefront of technology. You’ll develop an impressive level of technical knowledge, using a range of technologies (Java, C#, C++, SQL, Python, Perl, JavaScript, HTML/CSS and others) and frameworks (Spring, Maven, Camel, WPF, Node, React, and many others). Depending on your role, you’ll gain an understanding of different financial products, and build a valuable knowledge of risk management techniques and live trade analysis. There is a wide breadth of roles available in technology. Your role will fit into one of the below: Business Analysis – To help bridge the gap between the worlds of Technology and the business, Business Analysts are the intermediary through which each side can communicate effectively. Each modification we make to our in-house software requires complete understanding and agreement from both sides as to how things are to be changed, and as a Business Analyst you will facilitate this. You’ll be meeting regularly with business representatives to understand the problems that are currently occurring, and will be translating these problems into concrete requirements for the Development and Support teams. Analytical skills are a must for this role, as well as the ability to express an idea in more than one domain language. Software Development – Bespoke software is at the heart of everything we do, and as a software developer you will help build out our ecosystem to help our clients and traders create and maintain a competitive advantage over other banks and organisations on the street. We write a large proportion of our software in-house and you could be involved with anything from generating real-time risk measures for our traders, to ensuring that payments to other companies are correctly collated, calculated and executed. As a software developer at Nomura, you will be designing, implementing and deploying solutions to meet rapidly changing business and regulatory needs. Strong coding skills and a logical outlook are a must. Technical Support – To support the many systems that are written in house, our technical support teams are the first line of communication between our business users and Technology. As a member of one of our dedicated teams you’ll be doing anything from diagnosing and remediating issues in complex system flows to investigating previously unknown issues, all while in contact with traders or other business staff in a fast-paced environment. Excellent communication and technology knowledge are required to get the ‘big picture’ and disseminate information to find a solution to issues. Bear in mind, that not all jobs fit into one of these categories, and can sometimes span two or all three! Your role will be in the context of one of our IT divisions: CTS – Corporate Technology Services (CTS) is responsible for delivering and supporting business applications to Finance; Compliance; Legal; Human Resources; Real Estate and various other Corporate divisions across the Nomura Group. CTS plays an essential role in servicing the Firm’s business needs and future direction by provisioning innovative, cost-efficient technology solutions to help underpin our competitiveness; revenue-generation and regulatory compliance. This is achieved by defining and overseeing strategic direction and technical architecture of Corporate Technology Services across Wholesale and wider Group companies; ensuring quality, delivery timeliness and progress transparency against milestones and objectives. Team collaboration is also involved, sharing successes and failures, ensuring we consistently and continually learn. CTS creates an environment and culture to attract the smartest and most determined people, helping them succeed in their roles and careers. Acting as true partners with the Business and wider Corporate world, they provide technical expertise, ideas, opinions and problem-solving abilities. CTS also sponsors and supports Firm-wide IT Transformation, transitioning to cloud, automated toolchain and testing processes. GIS – Global Infrastructure Services team is responsible for designing, developing and maintaining Nomura's core group-wide infrastructure platforms which are divided into three main functional areas: Digital Workspace; Cloud; and Traditional Services. These functions are underpinned by Engineering, Programme Management, Governance and Business Management functions. The GIS team continually drive forward the organisation through the delivery of leading edge technology platforms and business solutions. The current GIS project portfolio spans cloud and workspace initiatives alongside infrastructure optimisation programmes and provides support for business initiatives. Through the knowledge, expertise and teamwork of our people, we create significant technological and competitive advantage for Nomura. Our strategy is to provide a first class and cost efficient Service Delivery centering on Efficiency, Platform Standardisation, Consolidation and a Globalised Operating Model. GMIT – Global Markets Technology develops and maintains software solutions for the Global Markets division. Our products are used around the globe and include trading, pricing, risk management, analytics, research and sales systems. Risk IT – Risk IT supports the Risk Management division by developing and maintaining software solutions that calculate market and credit risk exposures and provide group-wide risk management capabilities in line with the firms’ risk appetite and regulatory requirements. WPS – Wholesale Production Services provides business aligned 1st/2nd line IT Support and has global responsibility for the overall stability of the systems supporting the global wholesale businesses and the supporting functions (e.g. Front Office, Operations, Risk, Finance, Compliance). Wholesale Production Services is responsible and accountable for monitoring the environment to proactively identify issues, incident management, release management, disaster recovery, capacity management and application support. What are we looking for? At Nomura our goal is to attract and develop exceptionally talented people who share our passion for individual excellence and our commitment to teamwork. We recruit graduates and interns with a high level of academic and extra-curricular achievement, who will be able to withstand the rigours of a rapidly changing, demanding but ultimately rewarding environment. As an intern, you should be in your final year of university graduating in 2024. All applications will be considered. Fluency in English is essential. How to apply Please note that you can only submit one application per recruitment year (Sep 2023 – August 2024) and that all applications must be submitted online via: www.nomura.com/careers To apply for a 2024 Summer Internship position, candidates should be available for full time employment in July 2024. We only accept applications for this programme from final year students graduating in 2024. Deadline dates & Visa sponsorship Application deadline: 1st December 2023 We recruit on a rolling basis and encourage applicants to apply early. Please note Nomura do accept and consider applications from overseas students from outside the UK and will provide support and assistance with the visa application process as best we can. For further information about Nomura, please visit www.nomura.com/careers Diversity & Inclusion Nomura is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all our employees. We do not discriminate on the basis of age, disability, gender identity and gender expression, pregnancy and maternity, marriage and civil partnership, race, religion or belief, sex or sexual orientation. If you require any assistance or reasonable adjustments due to a disability or long-term health condition, please do not hesitate to contact us.

Primary Details Time Type: Full time Worker Type: Employee QBE’s European Operations, which accounts for over 27% of QBE Group turnover, is a leading specialist in London market and European commercial lines business. Active in both the Lloyd’s and company market, QBE offers considerable diversity to the broking community. We are a socially responsible company and give our customers the ability to invest a portion of their premiums in environmentally and socially beneficial projects. The Opportunity: The IT Risk Analyst role will assist the Global IT Control and Assurance Manager in developing and supporting QBE’s control and risk framework in the Technology Services function. This is a diverse role and is well suited to someone who enjoys investigating new subjects; coordinating activities across many stakeholders; supporting colleagues at many levels of seniority within the organization and being part of a team delivering excellence in Risk Management. As a line 1 embedded risk function you will be a “critical friend”, both assisting in control evaluation and control formalisation. Depending on team priorities you may be working with evidence from a technical control; supporting a risk assessment on a global transformation project; stepping in to help a colleague through the issue management or even facilitate policy development. This IT Risk Analyst role is part of the global Technology Risk Management team. Our divisional IT risk managers will rely on your assistance in coordinating our global Risk and Control assessment process. They will also need you to understand their divisional context and how their technology department is supporting QBE be successful locally. Your responsibilities for this role may include, but are not limited to: Ensure in-depth knowledge and understanding of the IT Risk Management requirements and practices. Establish and maintain strong relationships with stakeholders in Divisional and Global IT teams, Business Operations and Enterprise Risk Management. Coordinate completion and review of Divisional IT Risk and Control Self-assessments (RCSA) and associated documentation to ensure they meet the Group RCSA standards. Provide guidance and supports the IT stakeholders in undertaking IT Risk and Control Assessments. Guide and advise IT stakeholders to ensure that Issue and Incident Management process is followed appropriately. Coordinate review of existing Issues and Incidents, along with actions, to ensure they are being managed in line with the Risk Management Strategy and Standards. Support the Global IT Control and Assurance Manager in executing IT Risk and Control Assurance activities and undertaking IT controls testing. Assist Global IT Control and Assurance Manager in embedding sound IT risk practices across the divisions and functions. Coordinate with the IT stakeholders to ensure all policy exceptions / risk acceptances are managed in accordance with the Enterprise Risk Management Strategy and Standards. Follow the Enterprise Risk Management Strategy, and its underpinning frameworks and standards as part of IT risk management and control assurance activities. You will need to be able to display you have the following qualifications and experience: Good understanding of risk management and reporting. Experience in Information Technology preferable. Experience dealing with all levels of management across different teams Good understanding and knowledge of Risk and Control frameworks, Information Technology and legal requirements CISA or CRISC accreditation preferred Experience of providing assurance on risk and controls across multiple technology Experience in performing ITGC audits is desirable Experience in Technology Risk, Technology Audit or related field At QBE, we view our people as our most precious asset. We understand the importance of fostering a work environment that is responsive to the changing needs of today's workforce. QBE aims to build a workplace that is fair and inclusive because we want to attract and retain the best people to do the job. We’re ‘Happy to talk Flexible Working’. How to Apply: To submit your application, click "Apply" and follow the step by step process. Equal Employment Opportunity: QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

Project Description Luxoft's client is a FinTech providing technology and business processing services to Hedge Funds and Asset Managers. With a unique value proposition including a best-of-breed in-house trading and risk management platform, coupled with business processing services, the client has a highly skilled core team in London, Connecticut and Hong Kong which Luxoft will supplement and enhance. An excellent opportunity for personal development in a dynamic environment. The client is in a growth phase and requires high performing and motivated individuals to join the services teams provided by Luxoft. As a Service Desk Engineer (L1) you will be at the forefront of our customer support operations. You will play a critical role in ensuring that our clients IT systems run smoothly by providing timely and effective technical assistance, understanding the root of the problem and ensuring that client end users are able to continue with their business activities. Responsibilities 1. Client Support: Provide first-level technical support to clients via phone, email, or chat. Quickly and accurately diagnose and resolve technical issues related to hardware, software, and network connectivity. Escalate complex issues to senior engineers or specialized teams when necessary. 2. Incident Management: Create and maintain detailed records of client interactions and reported issues in the ticketing system. Prioritize and manage multiple support tickets, ensuring timely resolution and adherence to service level agreements (SLAs). Follow up with clients to ensure issue resolution and customer satisfaction. 3. Remote Troubleshooting: Utilize remote desktop tools to access and troubleshoot clients' computers and systems. Assist clients with software installations, updates, and configuration changes remotely. Offer guidance and instructions to clients for self-help and basic troubleshooting. 4. Hardware and Software Support: Assist clients with hardware issues, including desktops, laptops, printers, and peripherals. Provide guidance on software applications, troubleshoot software-related problems, and assist with installations and updates. 5. Documentation and Knowledge Sharing: Maintain a comprehensive knowledge base of common issues and solutions. Contribute to the creation and updating of support documentation, FAQs, and user guides. Share knowledge and expertise with colleagues to enhance the overall effectiveness of the service desk. 6. Client Education: Educate clients on best practices for IT security and data protection. Provide training and guidance to clients on the use of various IT tools and applications. 7. Collaboration: Collaborate with other IT teams, including network engineers, system administrators, and security experts, to resolve complex issues. Participate in team meetings and provide input on process improvements and client feedback. Skills Must have Proven experience in a technical support role or as a service desk engineer. Strong knowledge of common operating systems (Windows, Linux) and desktop applications. Excellent problem-solving and troubleshooting skills. Customer-focused with strong communication and interpersonal skills. Ability to work effectively under pressure and meet SLA commitments. Nice to have IT certifications such as CompTIA A+, CompTIA Network+, or ITIL certification is a plus. Languages English: C2 Proficient Seniority Regular Relocation package If needed, we can help you with relocation process. Vacancy Specialization Technical Support (SL1) Ref Number VR-100300

Details Reference number 327506 Salary £35,191 - £41,218 (Plus an additional £4,052 London Weighting Allowance if the successful individual is London based) A Civil Service Pension with an average employer contribution of 27% Job grade Higher Executive Officer Contract type Permanent Business area ONR - Information Technology Type of role Other Working pattern Flexible working Number of jobs available 1 Contents Location About the job Benefits Things you need to know Apply and further information Location Bootle, Cheltenham, London About the job Job summary ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact [email protected]. ONR is not a Civil Service department, however, we are an arms length body of Department of Work and Pensions. About ONR The Office for Nuclear Regulation (ONR) is responsible for the regulation of nuclear safety and security across the UK. Our mission is to provide efficient and effective regulation of the nuclear industry, holding it to account on behalf of the public. As part of its 2025 strategy ONR is committed to being a modern and transparent regulator, delivering trusted outcomes and value. We are making substantial investments in new digital technologies and skills to enhance our regulatory processes and management of information. About The Role The role sits within the Information Technology and Delivery Directorate (ITDD), as part of the IT Service Management (ITSM) function. This post will be responsible for leading a variety of IT resolver groups and enabling the delivery of a high-quality service to the end user base. The Service Desk Manager will identify emerging issues and is a knowledge expert across teams. The post holder will be expected to provide strong leadership and direction to the Service Desk Analyst team by managing their career, development and performance needs and ensuring they are supported throughout their employment life cycle, in line with ONR’s performance management process. The Service Desk Manager is responsible for the resourcing and development of the team, including any coordinated service transitional activities. The post holder will need to have strong communication skills to motivate and encourage workers, and strong interpersonal skills to build relationships with customers. This is an exciting role within the ITDD and is essential in ensuring that we provide a service that exceeds the needs of the organisation. Principal Responsibilities Responsible for identifying emerging issues within the IT Service Desk team. Management of 1st level incident and service escalations Own and update Service Desk scripts for Service Desk Analysts Identify insights into Incident and Service Request that aide in minimising service disruption to users. Monitor and support IT service delivery ensuring systems, services, methodologies, and procedures are in place and followed. Responsible for the resourcing, capacity planning, coaching and development of the team, including the preparation and co-ordination of service transition activities. Management of the or team, this includes providing support, supervising staff, and providing direction and mentorship to staff. Instil a service-first approach and align to industry best practice, this will include embedding and applying ITIL best practices across an ITSM Service Desk tool to enable effective technical support. Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques. Facilitate and contribute towards meetings to ensure that the team are improving performance, service, modernising IT and enhancing product quality. Use information gathered at these meetings to target areas for continual service improvements. Update and review the IT Service Catalogue ensuring that items are up to date, accurate and fit for purpose. Support staff and the wider ITDD team with the use of new and existing technologies. Job description Line Management Responsibilities None currently, however, at this level there could be an expectation to manage staff in the future. Location / Travel This post may be undertaken from a base at any one of ONR’s office locations (Bootle, Cheltenham, or London). ONR operates hybrid working (working in the office and or at home) as part of our flexible working policy. There is an expectation that everyone will spend time in the office on a regular basis, recognising that some work is better done face to face. Managers will work with their teams on what works best to meet individual, team, business and organisational needs to enable collaboration, as well as balancing personal choice and wellbeing. Clearance Level BPSS Person Specification ONR is committed to being an inclusive employer and we welcome and encourage applications from all applicants. We will make reasonable adjustments and adaptations to ensure the recruitment process is inclusive and barrier-free. For example, providing job descriptions in alternative formats, and providing communication support and accessible venues. If you would like to discuss how we can support you, please contact ([email protected]/ or 0203 028 0133 / 0203 028 0120) who will be able to provide further information and discuss any reasonable adjustments you may need during the recruitment process. We will offer an interview to disabled people who meet the minimum criteria for the role. Applicants also have the choice to opt into our Guaranteed Interview Scheme when completing their application where we will offer an interview to disabled people who meet the minimum criteria for the role. ONR recognises it has a role to play in helping those leaving the Armed Forces (veterans) and have introduced a Guaranteed Interview Scheme for veterans. This is part of a government initiative known as the ‘Great Place to Work for veterans. Veterans are officially defined as anyone who has served for at least one day in His Majesty’s Armed Forces (Regular or Reserve). All veterans who meet the minimum criteria for a role will be invited to interview and they have the choice to opt into this scheme when completing their application. To be eligible to apply for roles under the initiative, veterans must meet certain eligibility criteria below. have served for at least one year in His Majesty's Armed Forces (as a Regular or Reserve) be in transition from, or ceased to be a member of, His Majesty’s Armed Forces; and not already be employed by ONR. Qualifications Successful applicants should hold, have the equivalent or be willing to work towards within the first 12 months the following qualifications: ITIL Foundation Certification (Essential) MTA Cloud Fundamentals (Desirable) AZ-104 Microsoft Azure Administrator (Desirable) Person specification Essential Skills/Job Related Expertise Solid understanding of a service-first approach, aligned to industry best practice. Experience of service reporting and incident trending analysis and solution Proven experience of implementing continuous IT service Improvement Significant experience of team management with various teams and IT resolver groups. Experience of working with multiple 3rd party suppliers to ensure incidents and service requests are resolved or fulfilled. Demonstrable experience in stakeholder management, specifically SME’s, Service & Product Owners Proven experience of balancing challenging and conflicting priorities, with resilience to flex in order to meet business needs. Benefits Alongside your salary of £35,191, Office for Nuclear Regulation contributes £27 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. An annual leave allowance of 25 plus 8 days public holiday. There is also an entitlement to 1 privilege day. Your annual leave allowance will increase by 1 day each year up to a maximum of 30 days. Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A civil service pension Things you need to know Selection process details Please submit your application through the recruitment portal on the ONR website directly by clicking onto the link above apply at advertisers site where you can also download full job description. For Further Information For more information about this vacancy please contact Adrian Davies [email protected] How to Apply Please submit your application through the recruitment portal. The closing date for receipt of applications is 31 January 2024 at 11:45pm Your application should include: CV to include a full record of your education and professional qualifications and a full employment history. A suitability statement (maximum of 800 words) highlighting how you meet the ‘essential skills and experience” required for the role, which will be used at shortlisting in conjunction with your CV. Where applicable highlight if you have any experience under ‘desirable skills and experience’ within the application form. Throughout our shortlisting process, we will make decisions about your capability to do the job, based on evidence you provide against the essential criteria (and the desirable if applicable). Important guidance when providing CV’s – please upload text-based CVs with no graphics or pictures to ensure the anonymisation function works correctly. Please note - if whilst completing your application, you use special characters such as (‘ ; “ - _ * ) within your examples, Hireserve will convert these characters into symbols. We are currently unable to change this. Whilst these examples will appear on your application, this will not prevent it from being reviewed at the shortlisting stage. ONR do welcome applicants who require sponsorship through the skilled worker route. Unfortunately, this particular role does not meet the eligibility requirements. If you have any questions, please contact [email protected]. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Medical Successful candidates will be expected to have a medical. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : Adrian Davies Email : [email protected] Recruitment team Email : [email protected] Further information https://www.onr.org.uk/complaints-concerns-whistleblowing.htm

Overview Reporting into the Head of IT Support, we are looking for a talented IT Support manager to join our IT team. We have an exciting mix of skills and technologies and have been rapidly developing and expanding our systems. This is a great opportunity to implement and grow your experience in a strong IT support department as part of a busy and growing retail environment. The right person will have at least 2 years’ experience in managing a team and have technical experience in ITSM – we use Jira Service management, Reporting and Power BI, CSI, MS Exchange, and technical experience in MS Office, Azure, Intune, O365, remote assistance, WAN and LAN networking. This is an updated role for someone highly organised who is looking to take on and mould our support function to better meet the business’s demands. This is a hybrid role and is split between London and Coventry but will be based out of the closest office. What you’ll be doing Manage the IT Support team in day-to-day IT operations, request fulfilment and incident management Responsible for Major incident management Supporting communication between the team and end users and stores Responsible for tickets assigned to the Analyst and Engineer teams Configuration and support of ITSM system (Jira) for all service requests and incidents Provide clear reporting on team performance, SLAs, KPIs and trends to make effective recommendations to management using Power BI and other reporting tools Responsible for the analyst and engineer teams’ professional development, through holding regular monthly One-to-Ones and Annual Performance Reviews, ensuring purposeful and developmental conversations take place, and that all administration is documented to a high standard Adapting and growing the IT Support function to meet the needs of the organisation Establishing and maintaining relationships with colleagues and key vendors Maintain documents for procedures, KEDB and knowledgebase Point of contact for escalation on tickets from business colleagues or IT management Oversee quality of service provided to head office and stores We’d love to meet someone with At least 2 years’ experience as a manager and at least 5 years in an IT environment Preferably ITIL v3/v4 Foundation qualified Excellent organisational skills and logical approach to problem solving Ideally GCSEs in Maths/Science/I.T. (Preferably A or AS –levels/ Degree Level) or equivalent Good Experience in Power BI and Jira Service management Experience in implementing and administering, AD, Azure, O365, EOL, Windows updates and managing Exchange Excellent communication skills, both written and spoken including customer relations experience up to C-Level Excellent team management skills Calm under pressure Experience working in a retail environment is desirable but not essential

IT Service Manager Salary: National ranging from £49,700 - £70,000 and London from £53,000 - £80,000 per annum Would you like an opportunity to be at the forefront of our ambition to be a data and technology driven regulator of the future? The team/department The Infrastructure Product Group (IPG) is the team responsible for the management and delivery of new services into the FCA AWS Cloud Datacentre. It is a high performing DevOps function running in an agile way. IPG sits within the Technology department in a multi-product group, landscape – working collaboratively to enable and support the business demand. The role is heavily focused on enabling DevOps organisationally through the software development life cycle (SDLC) and processes which is a critical strategy of the FCAs, SDLC is a complex and challenging area given how integral it is for both a platform and to the application teams. What you will be doing Leading the operational activities within the Product Group including Incident Management, Problem Management, Continual Service Improvement, Request Fulfilment and Change Management Ensuring all operational documentation is of high quality and complete which includes artefacts such as runbooks, ITSCM plans and support rotas Responsible for defining and governing service standards within the product group. This will also include chairing any service forums / boards on behalf of the product group Initiate and coordinate ‘red team’ response to major incidents in collaboration with Service Operations, where the resolver group do not meet the expected SLA Supporting Service operations out of hours as part of an on-call rota Producing regular Product Group MI Reporting on behalf of Service & Operations so we have confidence that key controls are in place and the team are adhering to critical operational processes What you will get from the role An opportunity to work with many FCA front line teams, partner organisations, technology suppliers and teams across our Data, Technology & Innovation division A chance to work in cross functional/cross divisional teams passionate about delivering value continuously Working with a wide range of people, teams, technology, projects to provide real value to consumers, financial services industry, financial markets and to UK plc Our competitive flexible benefits scheme gives you the opportunity to create a personalised benefits package, tailored to suit your lifecycle. You can use this allowance to purchase additional benefits such as dental or cycle to work or you have the option top up your base salary by taking this as cash. Core benefits that you will receive as standard are: 25 days holiday per year plus bank holidays Private healthcare with Bupa A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age – up to 12% a month once you reach age 35) Life assurance of eight times your basic salary Income protection We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations. The skills and experience you’ll have Minimum We are a signatory to the Government’s Disability Confident scheme. This means that we will offer an interview to disabled candidates entering under the scheme, should they meet the minimum criteria for a role. Certifications in AWS or ITL Proven experience working with AWS Technology Extensive experience working in an Agile/DevOps product development environment Essential Experience working with internal and external stakeholders Exceptional communication and interpersonal skills: excellent written and oral communication Experienced user of Tableau and Jira or an equivalent Strategic and pragmatic thinker, focused on outcomes and the bigger picture with the confidence to engage constructively to challenge established approaches Proven experience delivering service management in a cloud environment About the FCA The FCA regulates the conduct of 50,000 firms in the UK to ensure our financial markets are honest, fair and competitive. We do this to make sure markets work well for individuals, businesses and the economy as a whole. For more information on what we do, our three-year strategy can be found here. The FCA's Values & Diversity Our ambition is to cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences and similarities enable us to be a better organisation – one that makes better decisions, drives innovation, and delivers better regulation. The FCA is committed to achieving greater diversity across all levels of the organisations. Given this, we particularly welcome applications from women, disabled and minority ethnic candidates for our Senior Associate role. Flexible working We welcome applications from candidates who are looking for flexible arrangements. Many of our staff work flexibly including working part-time, staggered hours, and job shares. We can’t promise to give you exactly what you want but we won’t judge you for asking. Multilocation As part of the FCA’s on-going commitment to develop our national presence, most of our vacancies are now open to working in our Edinburgh, Leeds, or London offices. This means that as part of the application process you will be able to select your preference of which office location you would like to work from. Useful information Applications for this role close at midnight on Wednesday 29th November 2023. This role is graded as Senior Associate – Regulatory Got a question? If you are interested learning more about the role, please contact the following: For internal applicants, please contact Mandeep Ubhi on [email protected] For external applicants, please contact Asha Gladis on [email protected] What to expect from our assessment and selection process The assessment process consists of a telephone screening call and if successful a competency and technical based interview. Application support We want to remove any possible barriers and are committed to providing a wide range of reasonable adjustments so that you can keep the focus on your conversations and be at your best. If you have an accessibility requirement, disability, or condition that means you might require changes to the recruitment process, please contact your recruiter to discuss this further. Our aim is to make your application as easy and comfortable as possible, and your recruiter will be happy to work with you to make any necessary arrangements where possible.

United Kingdom, Slough Global Service Desk and ITIL Process Manager Location: Slough/Remote Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of. We are currently looking for a Global Service Desk and ITIL Process Manager to join our organization. Within this role, you will oversee the day to day operations of the global service desk and both develops and manages ITIL processes in the remit of IT Service Operations. The position will be a combination of remote working, traveling to our offices in Slough, UK, or visiting other locations globally as required. In addition, you will strongly cooperate with the following partners to ensure operational efficiency and compliance in IT service delivery: Infrastructure CoE’s team and external IT service providers Service Delivery Managers IT Security & Compliance team Key responsibilities: Manage day-to-day operations of the global service desk, including incident management, request fulfillment, and problem resolution. Define, measure, and report on service desk performance against agreed-upon service levels and key performance indicators (KPIs). Identify opportunities for continuous improvement in service desk processes and implement enhancements to optimize efficiency and customer satisfaction. Act as the Global Single Point of Contact (SPOC) for the Service Desk between Lonza and service providers and contribute to implementation of new solutions and projects to ensure successful transition to operations Implement and optimise ITIL processes within the realm of IT Service Operations Provide leadership, direction and coach/mentor team members Monitor and analyze key performance metrics related to service desk and ITIL processes, providing regular reports to leadership. Globally manage the outsourcing partner(s) Monitor effective implementation of all projects and recommend improvements for operational efficiency Implement monitor and adhere to best practices and process improvements for to support user and service excellence Handle complaints and escalations when deviations in service delivery occur. Participates in on-going IT Service Operations and governance meetings Drive process excellence and continuous improvement Manage and coordinate Major Incident Management events. Ensure process is followed and responsible teams execute the required tasks per process. Manage stakeholder communications as needed. Perform other duties as assigned. Key requirements: ITIL Service V3 or V4 Demonstrated ability within a service desk environment Strong customer service ethic Strong presentation skills Ability to prioritize and quickly resolve issues Excellent verbal communication skills Excellent analytical and problem solving skills Effective prioritization and project management skills Ability to anticipate risks and devise solutions in the moment Strong team leadership skills Working knowledge of IT architecture, IT security, IT governance Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically. People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference. #LI-SG1 Reference: R57294

Network Engineer Job Req ID: 25562 Posting Date: 7 Nov 2023 Function: Customer Service Location: 1 Braham Street, London, United Kingdom Salary: Competitive + benefits UK based, with occasional travel required to London and Edinburgh If successful you will be required to go through our customers pre employment check this includes a Financial criminal check Why this job matters You will have the opportunity to work in fast paced agile financial services environment Champion Service improvements to continually and consistently improve quality and customer satisfaction with IT services Contribute to our clients vision and strategy What you’ll be doing Able to operate and work within Agile methodologies (Scrum / Kanban) and using industry standard tooling (such as Jira) Communicate and collaborate across multiple disciplines and stakeholders. Develop and operate systems and applications that provide core network services. Participate in service projects, architecture and planning for core network services. Support for network service design and troubleshooting. Identify service and cost improvement opportunities to make platform operations more efficient Contribute to Network Services’ budgetary submissions for lifecycle and risk, addressing activities such as lifecycle management and the service improvement plan Work collaboratively with the hosting services platform, security and business teams to ensure that NTMS changes are deployed effectively and efficiently Provide escalation support to the Network Operations team as required 3 shifts will cover 7am to 7pm, Monday to Friday. o Early shift – 7am-3pm o Regular shift – 9am-5pm o Late shift – 11am-7pm On-call rotas may be required to cover some out of hours periods (at the individual’s discretion) Out of hours work will be on an overtime basis (at the individual’s discretion). What we are looking for Operate in a flexible DevOps environment as directed by Financial Banking that replaces traditional Operations, Projects and Engineering disciplines Solid customer relationship management – ability to work with all levels Strong people skills – identify and highlight the positives to deliver world class customer service Strong understanding and appreciation of the relationship between BT and our customers Solid grasp of emerging tech cloud-based security elements. Behave as the conscious of the customer whilst protecting the BT and Financial banking brand and driving improvements Tenacious with a strong ability to persuade and influence client and stakeholder relationships Experience of working in the financial and banking sector preferred but not essential F5 Certified Technology Specialist - LTM/ASM (301/303) - Required - GTM/DNS (302) - required - APM (304) - Required Experience of working in complex Network security environment with multiple vendors - Cisco, Checkpoint, F5 - Required Knowledge of ServiceNow - Desirable Experience you would be expected to have Extensive experience of working in complex Network security Incident and problem management experience Experience driving efficiencies in change and incident management Strong communication and collaboration skills, and experience managing by influence A FEW POINTS TO NOTE: Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. DON'T MEET EVERY SINGLE REQUIREMENT? Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Ref Number B01-03924 Professional Expertise IT and Digital Department Vice-President (Operations) (B01) Location London Working Pattern Full time Salary £33,259 - £38,466 Contract Type Fixed-term Working Type Hybrid (20% - 80% on site) Available For Secondment No Closing Date 05-Dec-2023 About us The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience. One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from UCL’s students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services About the role As a One Desk Advisor for IT, you will provide 1st line advisory support to customers across a broad range of queries and processes, including supporting with complex IT case management, producing correspondence and handling customer queries, ensuring the ticketing system is being used and updated in a timely and accurate manner. You'll interact with customers using various communication channels such as our ticketing system, telephone and live chat. Through doing this, you will build excellent operational working relationships with stakeholders and colleagues, ensuring everyone receives excellent customer service delivery within the published service standards. Where possible, and in line with agreed procedures, you'll provide first contact resolution, taking ownership of queries to point of resolution within relevant SLAs and UCL policy/process. Your responsibilities will involve the following: Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working. Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes Collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service. Be seen as an expert in general and UCL specific and relevant policies, processes, technology, and systems. Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs. Provide a flexible working approach, with the ability to support the wider PS Hub teams when required. Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided. Contribute to updating and maintaining training materials when requested. This is a 12-months fixed-term contract role cover maternity leave until 2nd Jan 2025. In the event we get a high number of applications, we may close the advert early before the published closing date. As a minimum we will keep all adverts open for 2 weeks. Job Ref: B01-03924 Closing Date: 05-12-2023 - 23:59 (UK time) About you As an IT Support professional, you have experience working on an IT helpdesk providing 1st line support in a large and complex organisation. You're comfortable working within customer serviced focused practices and are able to communicate effectively and clearly in order to diagnose and resolve IT issues. You also consistently display the highest standard of customer service, with a particular focus on accuracy. Additionally, you're able to manage your workload through prioritisation, time management, and organisational skills. You will also be able to demonstrate the following: ITIL v3 foundation certificate or equivalent experience. Knowledge of ITIL processes and how they impact on the role of team, specifically incident management, problem management, and change management Experience of using CRM/ Ticketing systems such as Remedyforce, to manage customer respondence Experience managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role. What we offer As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) Additional 5 days’ annual leave purchase scheme Defined benefit career average revalued earnings pension scheme (CARE) Cycle to work scheme and season ticket loan Immigration loan Relocation scheme for certain posts On-Site nursery On-site gym Enhanced maternity, paternity and adoption pay Employee assistance programme: Staff Support Service Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more. Our commitment to Equality, Diversity and Inclusion As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.

Role Purpose To ensure the proper functioning of personal computing and office technology so that end users can most efficiently and effectively accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving customer requests and escalations from the Technology Help Desk. Problem resolution will involve the use of incident management tools, as well as hands-on support at the on-site level. Main Responsibilities Perform hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, supporting video conference equipment and software, and configuring applications Own and drive issues to resolution including escalation to specialized resources within the broader IT organization. Remain engaged on issues until resolution Provide technical support for client facilities such as video conferencing and in-room systems, along with audio conferencing services Participate in improvements as they relate to the on-site IT environment Serve as an advocate for the organization's information security management system. Assist customers to work efficiently within the ISMS framework Test fixes to ensure problems have been adequately resolved Perform post-resolution follow-ups to customer requests Evaluate documented resolutions and analyze trends for ways to prevent future problems Field incoming requests from customers via both telephone, mail, or instant messaging applications in a courteous manner Build rapport with customers Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals Prioritise and escalate problems (when required) Record, track, and document problem-solving processes, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Apply diagnostic utilities to aid in troubleshooting Access software updates, drivers, knowledge bases, and frequently asked questions about resources on the Internet to aid in problem resolution Understand the essential responsibilities of the position and works continuously to build and improve the skills necessary to be proficient in the role Support, operate, and maintain AV equipment for live meetings and events Provide support and demonstrate expert knowledge of the online webinar tools and applications Act as a backup trainer when requested Travel Requirements This role does not typically have travel requirements however may have occasional travel to provide temporary support to other offices as required. About The Team Function The Firm's Technology function is responsible for designing, developing, and maintaining the Firm's global technology infrastructure, including architecture, hardware, software, computer networking, communications, and data management. The function works closely with lawyers, clients, and PBS functions to ensure our technology offering is best-in-class and forward-thinking, allowing the Firm to provide its clients with cutting-edge, innovative legal and business advice via up-to-date technology products and solutions. This role will report to the Supervisor/Manager On-site IT Support, or Manager, IT Service Delivery. The key relationships of this role are with all attorneys/staff members. About The Candidate Technical skills, qualifications, and experience Strong Experience in the field of computer science, information sciences, or related field Microsoft MCP desired or other appropriate certification Strong knowledge of computer hardware with a focus on workstations and laptops Experience with Microsoft Windows 10 Significant application support experience with Microsoft Office 2016 or higher Proven track record of working under Service Level Agreements and a Service Desk framework, along with responding to and managing and resolving support desk tickets Experience working in a team-oriented, collaborative environment In cases where support needs to be provided in languages other than English, proficiency in English is also required Flexibility to work on projects and tasks outside of business hours and on weekends to ensure minimal disruption to the business will be necessary from time to time Personal qualities These personal qualities represent the shared characteristics of high performers across Baker McKenzie, regardless of job level and location. Know how Demonstrates the ability to identify the real issue, and to anticipate requirements and potential consequences; distills a range of possibilities by thinking in a considered, prudent manner Has the capacity to take on new ideas and develop knowledge and think holistically about business and address media, analyst, employee, and client audiences Able to move through a variety of tasks requiring different approaches, knowledge, and expertise, with the agility of mind and capacity for analysis and synthesis Dedication Driven by a strong personal sense of integrity and upholds exemplary quality standards Prepares thoroughly, takes responsibility, uses initiative and is self reliant to ensure work progresses to the fullest extent possible Hardworking and diligent with a keen understanding of client demands Demonstrates composure when dealing with difficult situations Personal Impact Uses complex, coordinated influencing/negotiation strategies, adapted to people, organizations, and/or the situation, e.g. networks Leverages direct reports to facilitate increased collaboration across the organization Builds partnerships based on a common agreement that acknowledges individual differences but creates a new commonality beyond root belief large-scale Creates a positive impression at all times; develops relationships through collaboration and reciprocity Negotiates to achieve mutually satisfactory outcomes; shows good judgment on when to stand strong and when to compromise Invests in, nurtures, and builds a network of productive relationships Humanity Respectful to others, regardless of their position, and earns the respect of others by being transparent Has care and concern for others and a genuine interest in others as people Treats delicate or confidential issues with grace and discretion. Why Join Us? Baker McKenzie is a truly global law firm. Founded in 1949, we advise many of the world's most dynamic and successful business organisations through our 13,200 people in 74 offices in 45 countries. Yet big does not mean impersonal. We work hard to ensure that everyone knows their role and has the support they need to perform it to the highest standard. Our culture encourages this - how we work, think and behave in a collaborative and fulfilling way. In London you will be part of a 1,000 person office, which is also our largest office globally. Originally opened in 1961, Baker McKenzie London is well established in the UK as a leading international law firm and is regularly involved in some of the country's most high-profile legal matters. We can offer you the work, pride and experience of being part of a leading law firm but in a local office environment that is hardworking, friendly and supportive. The strength of the firm and our culture is evidenced by a number of recent awards, including: Thomson Reuters (formerly Acritas' Sharplegal) Global Elite Law Firm Brand Index, 2010- 2022 - ranked 1st The Times Top 100 Graduate Employers 2021-2022: currently ranked 52nd Thomson Reuters ranked the Firm No. 1 for cross-border deals for the last 12 years. More than 70% of our deals are cross-border. For the 14th consecutive year, the Firm was ranked first for deals with emerging market involvement, by both number of announced and completed deals. Law360 ranked the Firm as one of the 400 Largest US Law Firms in in its annual survey in 2020. Identified as one of the Hall of Fame for best law firms for women by Working Mother magazine, 2011-2021. Received a a Gold Award in Stonewall's Global Workplace Equality Index of Top Global Employers for LGBTQ+ Inclusion. Ranked as one of the Top 20 Employers in the 2023 Social Mobility Employer Index. Received Double Certification for earning top marks in the 2022 Corporate Equality Index and Equidad MX of the Human Rights Campaign Foundation. Winner of the Europe Mentorship Programme - International Firm award in the Euromoney Women in Business Law Europe Awards 2021 Winner of the Gender Diversity International Firm, Talent Management International Firm, and Work-Life Balance International Firm awards in the Euromoney Women in Business Law Asia Awards 2021 Have a look at our YouTube channel to find out more about us! To Apply Please click on the Apply icon to start the online application process for this role. We will then be in touch with you once we have reviewed your application. For more information about this position or to discuss any adjustments you may require during the process please contact in confidence, Vanessa Renforth, Recruitment Manager, on +442070725731 or [email protected] Please review our Applicant Privacy Notice here NO AGENCIES PLEASE Please note Baker McKenzie does not accept unsolicited CVs. Please click here for details of our Agency Policy and commitment to sourcing directly. Commitment to Inclusion, Diversity & Equity As the first truly global law firm, diversity and inclusion are foundational to our culture and strategic vision. We are a Firm of individuals from across the globe with different backgrounds, ideas, and points of view who collegially work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources, including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, parental status, education, social background and life experience of our people. Our global strategy is focused on our people, our culture, our clients and the communities where we operate. In 2019 we enacted ambitious new targets related to gender, racial and ethnic diversity at the Firm. These targets are viewed as a floor, not a ceiling, to advancing underrepresented groups, and they are backed by a variety of strategic initiatives aimed at achieving our goals. Our strategic vision is supported in London by six active employee led networks which champion diversity, lead on a number of internal campaigns and deliver a range of activity to celebrate differences in identity, inclusion, and key dates throughout the year including: LGBT+ History Month, International Women's Day, International Trans Day of Visibility, Mental Health Awareness Week, Pride, Black History Month, Social Mobility Week, International Day of Disabled Persons and many more! Baker McKenzie London has been accredited by Disability Confident, joining over 18,000 organisations that have signed up to help change behaviours and cultures in businesses, networks and communities and reap the benefits of inclusive recruitment practices.

Reading Posted 6 days ago Kyocera Document Solutions UK Level 3 Digital Support Technician Company: Kyocera Document Solutions UK Full Address: Eldon Court, 75-77 London Rd, Reading, RG1 5BS – Full time office based for the duration of the apprenticeship. Weekly Hours Worked: 37.5 hours per week between the hours of 8am – 6pm, Monday – Friday Salary: £20,500 (with an increase upon successful completion of the apprenticeship) Please contact Daniel on [email protected] or call 0203 834 2872 About the company: Kyocera Document Solutions UK are specialists in advanced cloud, IT, communication and managed document solutions. Our founder’s pioneering philosophy guides how we work and shapes our vision for the future of the smarter workplace and for the protection of our precious planet. The values that underpin the Kyocera Group are the 5 C’s- Communication, Courage, Commitment, Cooperation and Consciousness. It is our firm belief that employees should live by these values, and we would expect that you should show your commitment to these values by carrying out your work fairly and honourably, respecting people, our work as a business, and both our local and global community. Brief job description: Estio Training have an exciting new opportunity for a Service Desk Incident Operator Apprentice with Kyocera Document Solutions UK based in Reading. Your main goal will be to receive and log all first line technical queries and requests on the service management from internal, external, direct, and indirect customers. Your duties and responsibilities in this role will consist of: To handle all first line technical queries relating to hardware and solutions. To take ownership of Key Account as a single point of contact for Account managers/Partners on queries/escalations. To provide support and resolve issues over the phone. To monitor and respond to the Incident Management email inbox. To escalate any unresolvable issues to the appropriate second line support. To diagnose and request the despatch of spare parts via Service Operations Administration when required. To diagnose and log incident tickets on the incident management system and escalate to appropriate resolver group (return to base, exchange, etc). To request field service call via the Service Scheduling Team. To log all queries via incident call management systems, updating call status where appropriate and closing calls once actions are complete. To process toner orders checking requirement using available monitoring tools. To observe and adhere to the set service levels agreed. To monitor call status and chase / escalate any outside of SLA for resolution. To highlight and report on any areas of improvement. Any other tasks as directed. Qualifications: A minimum of Maths & English – Grade 3/D and above. If you have a grade 3/D, you will be required to complete functional skills assessment. Skills & Qualities Required: Excellent Phone Manner. Good Listening Skills. Troubleshooting Skills. Organisational Skills. Work will within a team. Ability to be able to multitask. Strong Customer Focus. Future prospects: The role offers a permanent role upon completion of the apprenticeship depending on performance. Training to be provided: Estio apprenticeship training programmes are delivered virtually by our fully qualified and industry experienced training team. Using their expert knowledge, we’ve purposefully built our programmes around the real-world use of modern technology, so that the skills we create can be directly applied in the workplace. Throughout the apprenticeship learners receive coaching, help and guidance from a dedicated team who are there to ensure they get the most from their work experience. Successful completion of this apprenticeship gives you an accredited Level 3 Digital Support Technician, with training in how to: Helpdesk Operations and Functions. Maintaining Digital Systems and Services Fundamentals of Digital Systems. Administration of Digital Systems and Services. Change Management. Teamwork and Communications. Introduction to System Security. User and Stakeholder Training. Working in Digital Support. Data Operations and Security. Pathways and Career Progression. To apply for this job email your details to [email protected].

Job Title IT User Support Specialist Position Full Time Role Business Services Location London Practice Area/Department Banking Description Role Overview The support of IT at RPC is key and a vital function that ensures the firm can provide full service to our clients in accordance with our client service standards. An opportunity has arisen to recruit a highly motivated, talented and enthusiastic team player to join the IT User Support team as the first point of contact for supporting RPC's people. This role is responsible for the day-to-day IT support and service of all RPC offices (London, Bristol, Hong Kong & Singapore). This includes technical troubleshooting, providing solutions, educating RPC users on the standard ways of working and training them on systems as and when required. This role involves being an advocate for IT and ensuring delivery of RPC systems and services. Feeding back to the IT Service Delivery Manager on suggestions and improvements that can be made, education and the customer service provision. Adhering to the ITIL framework, providing swift responses to incidents, requests and enquiries raised by the business, investigation of incidents and problems by adhering to standard operating procedures and troubleshooting skills through resolution. When necessary liaising with IT colleagues and carrying out trend analysis to avoid problems in the future within SLA response times. Being a member of the IT team ensuring that a world class customer service is provided to the business, working closely and collaboratively with other IT teams to ensure a strong relationship is maintained between IT and the business. Reports to IT User Support Team Leader Position requirements: Acting as the first point of contact for all business IT enquires, answering calls/emails and walk-ups in a professional and helpful manner, with the objective of completely understanding the caller's problem or requirement. Provide customers with regular updates ensuring they are fully aware of the status and progress of their call. Excellent understanding of ITIL best practice, ability to follow ITIL processes and procedures. Investigating and resolving incidents to the best ability and ensuring all enquires are recorded effectively in our call logging system. Supporting and troubleshooting RPC technologies as specified in the technical requirements below, maintaining excellent relationship and communication with International IT contacts ensuring sharing of knowledge and procedures. Monitoring ITSM call queues to ensure all tickets are being dealt with effectively and according to the service standards. Contribute to Service Desk team meetings from an incident management perspective and actively share information and knowledge with all members of the team. Aim to continually improve levels of IT skills and knowledge. Comprising service desk support, the incident management cycle, problem management and change management and the support processes necessary to ensure service quality and customer service. Incidents and requests are received via telephone, email, or face-to-face visits. Technical support and providing advice using the most appropriate method such as telephone, remote access, email, or a desk side visit. Provide first, second and third level technical support as part of the Global IT User Support team. Take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating, and troubleshooting to identify the root cause through to resolution. When necessary, liaise and escalate to other technical teams. Responsible for handling Incident and Problem escalation, ensuring all Incidents and Service Requests are dealt with in Service Level Agreements (SLA) targets, and that customers are kept updated regularly. Consistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes, and procedures. Always supporting and driving a customer care philosophy that ensures customer satisfaction within the IT road map. Act positively as an IT representative by promoting decisions made about equipment selection, services policies, and projects. Access and submit articles to the knowledge database, maintenance of documentation, standards, and procedures to aid incident resolution. Work with IT teams to produce documents and process to provide a consistent service to the business. Proficient knowledge of Active Directory to perform system administration activities such as user account management and support. Provision the configuration of hardware, computer, laptops, Polycom telephones and mobile phone technologies. Windows 10 - certification or equivalent experience ITIL methodology experience where possible. MS Office 365 - MOS certification or equivalent experience Document Management Systems (iManage) Mobile Device Management (MS Intune) Good knowledge of networking e.g., TCP/IP, WAN/LAN, patching etc Contact Relationship Management system (Interaction - preferred but not essential) Practice Management Systems (Aderant - preferred but not essential) Digital Dictation (BigHand - preferred but not essential) Citrix and Time Recording Software (Aderant Expert Time - preferred but not essential) Softphone administration (8*8 - preferred but not essential) Support the role out of IT projects by managing user expectations, work with the IT teams and others as and when required to ensure a smooth delivery. Keep up with the IT project road map and communicate with users to build a better relationship between IT and the business. Strong communication skills both verbal and written. Ability to write and send communications to the business. Influencing users and the business to understand how they can better use the firm's technologies, applications, and processes to improve the way they work. Analyse training needs for the user community and feedback to the IT Learning Team. Sustain skills that are appropriate for the role and for the business. Organise work tasks and projects as guided by the management team. Working conditions: Shift base as follows - 37.5 hours a week rota: 08:00 - 16.30. 30 - 17.00 00 - 17.30 30 - 18.00 30 - 20.00 Hybrid working depending on on-site requirements (Meetings/Room Support/Hardware setups) Out of hours work when required either before or after normal shift hours and at weekends (Overtime) Providing 24/7 on-call support on a rota basis post probation Providing additional cover for shifts during holidays and sickness. Some moving and lifting of moderately heavy IT hardware and peripherals. Use of telephone headset and sitting for extended periods of time Please note that you may be asked to cover other shifts at any given time to ensure that support meets the needs of the business. Please note that you may be asked to travel to another site at any given time to ensure that support meets the needs of the business. Join the on-call rota support at weekends for both Asia and UK colleagues (please refer to On-Call Policy for further information)

Job Title: Reports To: Working Hours: Location: Company Profile: Smarter Technologies’ ability to flex and deliver small bespoke solutions and major transformation programmes is built on a model where the client’s needs and goals are prioritised over everything else. Currently undergoing a period of rapid growth through word of mouth recommendations Smarter Technologies associates are right now helping senior leaders across Government plan and deliver some of the most exciting and truly transformational programmes required to modernise public services. Job Spec: Visionist Consulting focuses on transforming the digital platforms, capabilities and processes for government departments, businesses and not-for-profits. The role is onsite at one of Visionists customers BEIS (Business, Energy and industrial strategy) and Department of International Trade (DIT). Description of Role: BEIS and DIT have over 10,500 users to support. Key Responsibilities: 2nd line support to 10,500 staff based across London Provide the Request catalogue services to the end users Assisting with documenting and maintaining processes and work instructions Responsible for the VIP support across DIT and BEIS Responsible for asset management within the Incident process of issuing/receiving equipment Skills and Experience: 3 + Years VIP support experience 3 + Years 2nd line support experience Windows 10 and Mac OS experts in end user support Office 365 (thin and fat clients) expert in end user support Trouble shooting in Zscaler and Okta a must. Strong Apple iPhone support skills Strong Knowledge of Audio-visual equipment to support the ministerial meeting rooms Strong Service Now experience across Request and Incident Management. Excellent Customer facing skills 3 + Asset Management experience within Service Now ITIL Foundation Certification a strong advantage MCSA Windows 10 certification – 70-697 and 70-698 Security Clearance is a necessary requirement to work with our clients. For any enquiries and further information contact: [email protected] Leave this field blank

Ref Number B01-03913 Professional Expertise IT and Digital Department Vice-President (Operations) (B01) Location London Working Pattern Full time Salary £33,259 - £38,466 Contract Type Permanent Working Type Hybrid (20% - 80% on site) Available For Secondment No Closing Date 30-Nov-2023 About us The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions; HR, Finance, IT & Business Operations. The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience. One Desk offers our customers a single point of contact for all PS Hub functions, responding to all enquiries via telephone, email and live chat. One Desk receives thousands of customer contacts on a daily basis, from UCL’s students, staff members, suppliers and other partners. The team push to deliver timely and excellent advice to our customers, as well as striving to continuously improve and develop our services About the role As a One Desk Advisor for IT, you will provide 1st line advisory support to customers across a broad range of queries and processes, including supporting with complex IT case management, producing correspondence and handling customer queries, ensuring the ticketing system is being used and updated in a timely and accurate manner. You'll interact with customers using various communication channels such as our ticketing system, telephone and live chat. Through doing this, you will build excellent operational working relationships with stakeholders and colleagues, ensuring everyone receives excellent customer service delivery within the published service standards. Where possible, and in line with agreed procedures, you'll provide first contact resolution, taking ownership of queries to point of resolution within relevant SLAs and UCL policy/process. Your responsibilities will involve the following: Take ownership of employee queries and see them through to resolution, with a keen focus on outstanding customer service, whilst following team ways of working. Clearly understand and work within service delivery boundaries and published Tier 2/internal escalation routes Collaborate and engage with the wider PS Hub community to provide a responsive, consistent, and forward-thinking service. Be seen as an expert in general and UCL specific and relevant policies, processes, technology, and systems. Develop effective, positive relationships with customers, departmental contacts, and PS colleagues to positively assist in meeting their business needs. Provide a flexible working approach, with the ability to support the wider PS Hub teams when required. Keep confidential records of customer interaction, transactions comments and complaints, using the tools provided. Contribute to updating and maintaining training materials when requested. In the event we get a high number of applications, we may close the advert early before the published closing date. As a minimum we will keep all adverts open for 2 weeks. Job Ref: B01-03913 Closing Date: 30-11-2023 -23:59 (UK time) About you As an IT Support professional, you have experience working on an IT helpdesk providing 1st line support in a large and complex organisation. You're comfortable working within customer serviced focused practices and are able to communicate effectively and clearly in order to diagnose and resolve IT issues. You also consistently display the highest standard of customer service, with a particular focus on accuracy. Additionally, you're able to manage your workload through prioritisation, time management, and organisational skills. You will also be able to demonstrate the following: ITIL v3 foundation certificate or equivalent experience. Knowledge of ITIL processes and how they impact on the role of team, specifically incident management, problem management, and change management Experience of using CRM/ Ticketing systems such as Remedyforce, to manage customer respondence Experience managing own workload through effective prioritising, time management, organisational skills, and able to both motivate oneself and colleagues Commitment to maintain and keep up to date with changes in technology, legislation and procedures relating to the role. What we offer As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) Additional 5 days’ annual leave purchase scheme Defined benefit career average revalued earnings pension scheme (CARE) Cycle to work scheme and season ticket loan Immigration loan Relocation scheme for certain posts On-Site nursery On-site gym Enhanced maternity, paternity and adoption pay Employee assistance programme: Staff Support Service Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more. Our commitment to Equality, Diversity and Inclusion As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.

Corporate: Light & Wonder’s corporate team is comprised of incredible talent that works across the enterprise, defying boundaries to provide essential services in an extraordinary manner to ensure the success of the organization and the well-being of employees. Position Summary Working within the IT team and closely with other business units you will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software and peripherals. This includes actively resolving escalated end-user help requests within established SLAs. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. Essential Job Functions Provide 1st / 2nd / 3rd level remote or face to face IT support services for the Group, acting as an interface between the IT department and user community End-User IT Support for workplaces including Windows/Unix/Mac desktops/laptops, printers, IP Phones, smartphones etc. Installation, routine maintenance and management of end-user computing devices (desktop, laptop, smartphone and tablet devices); this includes imaging and keeping them up-to-date with management tools Fulfil User Account Management requests Management of local communication and collaboration channels (PBX, Fixed & Data Lines, VoIP, A/V Equipment etc.) PBX & IP Telephony end–user support: Create new extension numbers, configure IP phone devices, configure softphones etc. Maintain the proper operation of Training / Meeting rooms Liaising with System & Network Administrators for the management & maintenance of LnW Chiswick Office infrastructure including Servers, Network, Storage & Data Center facility. Maintain the asset database and hardware inventory for Chiswick Office; Manage stock of IT Equipment and maintain Lifecyle Management Perform the IT Induction to newcomers Efficient implementation of changes to services, technologies and processes (IT Projects / IT Tasks) Preparation and maintenance of technical procedural documents and FAQ's for both IT staff and user community Follow up IT Service Management procedures such as Incident Management, Problem Management, Knowledge Management, Configuration Management, Change Management Experience supporting Executive Stakeholders All other duties as assigned. Qualifications System Administration / Service Desk experience. Technical/Computing undergraduate degree and/or Certifications in technology fields (e.g. Microsoft) will be considered a plus Knowledge, Skills, and Abilities: Strong knowledge and experience of operating system administration (Windows OS / Ubuntu / Mac OS) Strong Knowledge of PC hardware Strong knowledge and experience with most aspects of fundamental networking/distributed computing environment concepts (DNS, DHCP, Active Directory & Domain Architecture, Network topologies, TCP/IP networks, VPN connections) Good Knowledge of Group policy, Puppet as configuration management tools and Encryption Strong Knowledge of Microsoft O365 platform and CISCO VC solutions will be considered a plus Possession of excellent oral and written communication skills, including fluency in oral and written English. Problem solving and analytical skills Customer service orientation Focus on delivery and high tolerance in working under pressure Light & Wonder are an Equal Opportunity Employer and encourage applications from all walks of life regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships. If you are invited to an interview, please let us know if there are any reasonable adjustments, we can make to the recruitment process that will enable you to perform to the best of your ability.