Careers

On-going Vacancies

We are recruiting the following technical positions on an on-going basis:

  • Voice and Network Specialists - Cisco, Avaya, Lync
  • Microsoft Office 365 Specialists
  • 2nd & 3rd line Service Desk Analysts/Technicians
  • Project Managers
  • Software Developers - must have .NET, SQL, CRM skills
  • Technical Consultants for  Professional Services 

Current Commercial Vacancies

PMO Coordinator

PMO Co-ordinator 

Position Type: Full time, permanent
Location: Daresbury  

Reporting to: Director of Client Services
Level/Salary Range: Competitive + benefits 
Hours: 37.5

Headquartered at Daresbury Park in Cheshire with offices in London and Aberdeen, adept4 is a leading provider of managed on premise and cloud based IT, telephony and software solutions.

Role

To co-ordinate & schedule Professional Services resources to meet project plans & deadlines, plus assure the achievement of revenue targets

Main Responsibilities or Accountabilities:

  • Maintain rolling 3 month schedule of work for all Professional Services resources & an associated rolling 3 month revenue forecast
  • Engage in regular (weekly) planning sessions with Project Managers & Technical Architects to ensure project delivery plans & deadlines are understood, & the effort required & skillset needed to undertake each individual project tasks is clearly defined
  • Create & maintain a skills matrix which details the experience & expertise of each member of the Professional Services team, enabling the appropriate allocation of resources to project tasks
  • Assign tasks & schedule resources to meet project plans & deadlines, plus achieve/exceed revenue targets, liaising with Project Managers & Technical Architects as required
  • Conduct end-of-week work allocation meetings with Professional Services staff to share the tasks they are scheduled to undertake during the next week
  • Conduct end-of-day progress review meetings with Professional Services staff to verify/challenge the tasks completed & revenue generated during the day, plus confirm the tasks scheduled for the next working day
  • Validate Timesheets & Daily Update reports submitted by Professional Services staff on a daily basis accurately reflect tasks completed & revenue generated, correcting any exceptions promptly (same day) where necessary
  • Publish daily reports to senior management confirming tasks undertaken & revenue generated during the previous day
  • Conduct weekly PS Reconciliation Meetings with Project Managers & Back-Office staff to confirm client billing to be carried out
  • Collate, prioritise & allocate any non-project related requests for Professional Services staff time (e.g. incident, change & problem tickets), liaising with the Project Managers & Director of Client Services as necessary to resolve any conflicts
  • Set-up any new projects in Autotask on receipt of new purchase orders (POs)
  • Ensure that project management standards are adhered to (for the use of Autotask, for project documentation, etc.) throughout each project’s lifecycle, highlighting any digression to the Project Managers & Director of Client Services
  • Attend monthly one-to-one sessions with Director of Client Services
  • Attend management meetings as required by Director of Client Services
  • Agree personal objectives with the Director of Client Services, then prepare for & participate in a 6 monthly appraisal of performance
  • Agree a personal development plan with the Director of Client Services to improve personal performance, which has realistic objectives that are time-phased

Skills

  • Must have good organisational and interpersonal skills to effectively plan ahead, then monitor delivery of assigned project tasks by Professional Services staff
  • Must be motivated and energised to hit targets and find ways to break through barriers to achieving targets
  • Must be able to calmly deal difficult and emotive situations and be able to develop a timely and effective way forward
  • Must have positive energy at all times demonstrating confidence in the leadership of the Professional Services functions at all times
  • Must have the confidence to interact with people at all levels with clear and concise information that is backed up with validated facts
  • Must have high levels of contact with the Professional Services team and listen / act upon any concerns that are raised
  • Must have a sense of urgency where this is required
  • Must be able to effectively document information in written form
  • Must be able to interrogate systems data / information to always have the key facts and metrics to hand
  • Must be a able to schedule & monitor tasks with a positive and motivating attitude
  • Must be a team player that works with senior managers to contribute to team solutions that is in the overall best interest of the business 
  • Must have the ability to analyse data and produce Management Information

Knowledge

  • Must have a good working knowledge of Microsoft Excel, Word, PowerPoint & Project tools
  • Must have a good working knowledge of Autotask
  • Must have detailed knowledge of the company handbook and HR policies
  • Must have a good working knowledge of the company security and operational procedures e.g. change management, major incidents etc.
  • Must be fully familiar with every client contract and the service requirements that have been agreed
  • Must have a detailed knowledge of the processes associated with project delivery & the adept4 project management methodology
  • Must be familiar with the other functions of the business and how they interact with the PMO

Experience

  • Minimum 3 Years’ experience in a project co-ordination, resource scheduling or similar PMO role within a Professional Services organisation within the IT managed services sector
    • It is desirable to have an awareness of the PRINCE2 project management methodology
  • Must be able to demonstrate:
    • a methodical approach to work planning & scheduling
    • good commercial awareness
    • accuracy & attention to detail
    • control and focus in pressurised situations
    • effective communication skills (both written & oral) & the ability to summarise information so that understanding is clear and easily absorbed
    • interpersonal skills to build a collaborative and effective approach to delivery
    • integrity, credibility dignity and respect to demonstrate a fit to our business values

 To Apply: Please email a C.V. and Cover Letter to Lynne.Elliott@adept4.co.uk

Project Manager

Project Manager

Position Type: Full time, permanent
Location: Daresbury  
Department: Sales & Marketing

Reporting to: Director of Client Services
Level/Salary Range: Competitive + benefits 
Hours: 37.5

Headquartered at Daresbury Park in Cheshire with offices in London and Aberdeen, adept4 is a leading provider of managed on premise and cloud based IT, telephony and software solutions.

Role

To manage project delivery, for an assigned portfolio of client facing & internal adept4 projects, to agreed timescales, budgets & quality criteria.  

Main Duties and Responsibilities

  • Drive assigned projects through the full lifecycle, adhering to the adept4 best-practice methodology
  • Engage with Sales & Business Development teams to understand & define project proposals
  • Engage with project sponsors to define Terms of Reference (including objectives, success criteria, scope & constraints), plus understand current operation, identify potential target solutions, build business cases & produce outline delivery plans
  • Engage with project stakeholders to define business requirements & design business solutions
  • Engage with Technical Architects to design technical solutions & determine detailed (task based) delivery plans
  • Review & confirm business cases & delivery plans with project sponsors
  • Drive delivery plans to meet agreed timescales, budgets/revenue targets & quality criteria, mitigating risks & addressing issues as these arise   
  • Participate in weekly planning sessions with the Project Co-ordinator & Technical Architects to ensure delivery plans & deadlines are understood, & appropriate Professional Services resources are scheduled to undertake each individual project task
  • Participate in end-of-day progress review meetings with Professional Services staff to verify/challenge the tasks completed & revenue generated during the day, plus confirm the tasks scheduled for the next working day
  • Participate in weekly PS Reconciliation Meetings with the Project Co-ordinator & Back-Office staff to confirm client billing to be carried out
  • Present weekly Project Status Updates to project sponsors & adept4 senior management, highlighting key risks, issues & decisions required
  • Convene project steering & review meetings with project sponsors at agreed intervals (typically monthly)
  • Contribute to the further development of the adept4 best-practice project methodology, suggesting refinements to improve delivery  
  • Attend monthly one-to-one sessions with Director of Client Services
  • Attend management meetings as required by the Director of Client Services
  • Agree personal objectives with the Director of Client Services, then prepare for & participate in a 6 monthly appraisal of performance
  • Agree a personal development plan with the Director of Client Services to improve personal performance, which has realistic objectives that are time-phased

Skills

  • Must have excellent leadership and interpersonal skills to effectively plan ahead, motivate the Professional Services staff to deliver technical solutions to the highest standards for our customers
  • Must be motivated and energised to hit targets and find ways to break through barriers to achieving targets
  • Must be able to calmly deal difficult and emotive situations and be able to develop a timely and effective way forward
  • Must have positive energy at all times demonstrating confidence in the leadership of the Professional Services functions at all times
  • Must have the confidence to interact with people at all levels with clear and concise information that is backed up with validated facts
  • Must have high levels of contact with the Professional Services team and listen / act upon any concerns that are raised
  • Must have a sense of urgency where this is required
  • Must be able to effectively document information in written form
  • Must be able to interrogate systems data / information to always have the key facts and metrics to hand
  • Must be a able to drive tasks with a positive and motivating attitude
  • Must be a team player that works with senior managers to contribute to team solutions that is in the overall best interest of the business 
  • Must have the ability to analyse data and produce Management Information

Knowledge

  • Must have an excellent knowledge of Microsoft Project & other project planning tools
  • Must have a good working knowledge of Microsoft Excel, Word & PowerPoint
  • Must have a good working knowledge of Autotask
  • Must have detailed knowledge of the company handbook and HR policies
  • Must have a good working knowledge of the company security and operational procedures e.g. change management, major incidents etc.
  • Must have a detailed knowledge of the processes associated with project delivery & the adept4 project management methodology
  • Must be familiar with the other functions of the business and how they interact with project management

Experience

  • Minimum 5 Years’ experience in a project management role in a Professional Services organisation within the IT managed services sector
  • Must be PRINCE2 accredited
  • Must be able to demonstrate:
    • strong leadership & direction, with a drive for results
    • excellent planning & organisational skills
    • good commercial awareness & acumen
    • a methodical approach to problem solving
    • accuracy & attention to detail
    • control and focus in pressurised situations
    • how teams are motivated to improve performance
    • effective negotiating skills & the ability to identify clear solutions in difficult situations
    • ability to work at 360° management levels
    • excellent communication skills (both written & oral) & the ability to summarise information so that understanding is clear and easily absorbed
    • leadership skills to build a collaborative and effective team
    • how a range of discipline issues would be best handled to turn around poor performance
    • integrity, credibility dignity and respect to demonstrate a fit to our business values

 To Apply: Please email a C.V. and Cover Letter to Lynne.Elliott@adept4.co.uk 

Marketing Coordinator

Marketing Coordinator

Position Type: Full time, permanent
Location: Daresbury  
Department: Sales & Marketing

Reporting to: CEO/Back Office Manager
Level/Salary Range: Competitive + benefits
Hours: 37.5

Headquartered at Daresbury Park in Cheshire with offices in London and Aberdeen, adept4 is a leading provider of managed on premise and cloud based IT, telephony and software solutions.

Role

Responsible for developing and delivering all marketing activity for adept4, the Marketing Coordinator will need to be an all-rounder; confident in the planning and delivery of all marketing activities across a variety of channels and markets.

Main Duties and Responsibilities

  • Management and coordination of website refresh
  • To manage third party relationships -  specifically with our web, design and PR agencies.
  • To plan and execute marketing campaigns in partnership with the sales team and other 3rd parties.
  • To liaise effectively with all departments to ensure continuous improvement of marketing communications and campaigns
  • To act as a brand ambassador for adept4 ensuring guidelines are adhered to throughout the business
  •  To manage the effective use of all communication channels
  • Ongoing management  and improvement of the adept4 website
  • Online and offline campaign planning and channel management
  • Social media management
  • Creation of literature, advertising and sales aids
  • Event planning, promotion and delivery
  • To monitor and review marketing activity such as SEO , social media and running campaigns with weekly and monthly reports.

 

Knowledge and Skills

  • Proven project management and leadership skills
  • Excellent written English, proof reading and editing experience
  • Ability to work effectively under pressure and to tight deadlines
  • Fully competent with MS Office and website CMS systems
  • Experience of email marketing platforms (preferably MailChimp)
  • Confident delivering content and engagement across a variety of social media platforms
  • Management and delivery of effective digital and traditional marketing and  communications campaigns  including:- E-communications, web content and reporting, Social media, PPC
  • Confident writing and designing presentations
  • Experienced working in partnership with external agencies – ‘spotting a story’, writing design briefs
  • PPC experience (desirable)

Qualifications & Experience

  • Graduate qualification or equivalent
  • Minimum of 2 years Marketing experience
  • Knowledge of the IT sector (desirable)
  • Experience of design and production processes (desirable)

Personal Qualities

  • Desire to develop career and work in fast paced environment
  • Confident working alone & within a team
  • Excellent communication skills, ability to question and challenge
  • Can do, positive attitude
  • Self-motivated and proactive

 

To Apply: Please email a C.V. and Cover Letter to  info@adept4.co.uk

Current Technical Vacancies

Service Desk Analyst (2nd Line)

Salary:  £20-25K 

Office bases in Daresbury

Hours of work are from 05.45 to 22.00 Monday to Thursday, 21.00 finish on a Friday and Saturday

Sunday shifts are from to 05.45 to 18.45 (over 2 shifts).  1 in 4 weekend is to be worked.

The 2nd line analyst role is to ensure the best experience for adept4 customers at all times. Working as a team with the Service Design team, the 2nd line analyst will take ownership of escalated customer support tickets and obtain any additional information required from the customer & from the team in order to resolve the issue within the service level agreement.

The Service Desk Analyst will strive to resolve the majority of escalated customer support tickets whilst ensuring that the customer is kept informed.

The Service Desk Analyst must be passionate about excellent customer service.

The Service Desk Analyst will also perform some regular maintenance and monitoring tasks for adept4 systems.

Main Responsibilities & Accountabilities:

  • Provide assistance to 1st line personnel as required.
  • Take ownership of escalated customer support tickets.
  • Undertake diagnosis of tickets obtaining all necessary information from the customer and the team.
  • Resolve customer issues within service level guidelines, obtaining assistance from within the 2nd line team.
  • If unable to resolve, responsible for escalating to Service Design team, or other business departments where appropriate.
  • The first line management of a major incident.
  • Cross training with the 1st line Service Desk analysts.
  • Creation of knowledge base items.

 The best customer experience is paramount. The Service Desk 2nd Analyst must:

  • Follow internal procedures.
  • Ensure clear, timely and professional communication, both internally and with the customer.
  • Collect and document information and any actions taken on the system in a timely and accurate manner.
  • Perform ongoing liaison to keep customer informed of progress (not just when the issue is resolved).
  • Use the most effective form of communication.
  • Focus on achieving personal and team targets as defined by adept4.

Skills Required:

Minimum 3 Years’ experience in support desk role

Evidence of working knowledge of appropriate technology/skills:

  • Microsoft Active Directory
  • Microsoft Windows Desktop & Server Operating Systems
  • Microsoft 365 Technologies (covering SharePoint, Exchange, Office & Lync)
  • Virtualisation Technologies
  • Strong hardware skills (desktop, server, SAN and datacentre)
  • Strong networking skills (TCP/IP, LAN, WAN, VPN)
  • Experience of troubleshooting networks and printers
  • Excellent Communication Skills (Verbal and written)
  • Strong troubleshooting and problem solving skills 

Other Working Requirements:

  • Educated to NVQ/A Level Standard in IT or equivalent experience.
  • MCSA in Windows Server
  • 37.5 hours per week shift based role, flexible working attitude required.
  • Driving license essential
  • Customer site visits maybe required

To apply: please forward your CV and a Covering Letter to jane.crothers@adept4.co.uk. Strictly no agencies




Software Test/QA Manager

Permanent

37.5 hours per week

Location: Daresbury

Salary: £30-40k DOE

Main Duties and Responsibilities

The primary responsibilities for the role are:

  • Have ownership of quality software delivery in both Agile and Waterfall environments ensuring quality software delivery across development  in both BAU and Project work
  • Implement Test Strategy, Lifecycle Test Methodology and enforce best practices in testing
  • Define and manage manual and automated test tools
  • Provide leadership and mentoring whilst remaining a hands on Test Manager

Skills and Experience

  • Graduate calibre in related technical discipline
  • ISEB Foundation in Software Testing certificate or equivalent would be an advantage.
  • The position requires significant experience in ICT Change, Release and Test Management
  • Knowledge of IT test methodologies and use of test tools and the ability to apply the appropriate methodologies for any given project
  • Customer communication skills
  • Proven people and project management, supervisory and leadership experience

Personal Qualities

  • Analytical mind who can bring clarity to difficult situations
  • Ability to work well and continue to deliver results under pressure
  • Consistently demonstrates tenacity and is determined to achieve
  • Takes holistic view and recognizes the impact of actions and their consequences
  • A problem solver capable of identifying different ways to solve issues and improve processes
  • Able to work on own initiative and autonomously
  • Smart appearance and demonstrates professional behaviours

Note: Due to the stringent security requirements for this role applicants must be eligible to work in the UK. To apply please email a C.V. and cover letter to info@adept4.co.uk . Strictly no agencies.

Senior Software Developer

Permanent

37.5 hours per week

Location: Daresbury

Salary: £30-40k DOE

Main Duties and Responsibilities

The primary responsibilities for the role are:

  • Design and Development of C#/MvvM/WPF/SQL server applications
  • Investigating and resolving application functionality related issues and provide first level support and troubleshooting of Client applications
  • Assisting in troubleshooting software application issues
  • Producing management information using SSRS
  • Mentoring Junior Software Developers

Skills and Experience

  • The position requires significant experience of Software Development experience using C#, WPF, MvvM and SQL Server querying and stored procedure development
  • Knowledge of ASP.NET would be advantageous
  • Technical experience with systems networking, relational databases, web development and user support.
  • Customer communication skills
  • Supervisory and leadership experience

Personal Qualities

  • Analytical mind who can bring clarity to difficult situations
  • Ability to work well and continue to deliver results under pressure
  • Consistently demonstrates tenacity and is determined to achieve
  • Takes holistic view and recognizes the impact of actions and their consequences
  • A problem solver capable of identifying different ways to solve issues and improve processes
  • Able to work on own initiative and autonomously
  • Smart appearance and demonstrates professional behaviours

Note: Due to the stringent security requirements for this role applicants must be eligible to work in the UK. To apply please email a C.V. and cover letter to info@adept4.co.uk . Strictly no agencies.

Service Design Analyst - 3rd Line Technical Support & PSM

Service Design Analyst (3rd Line Technical Support & Proactive Service Management) 

Warrington, Cheshire 

£30,000 - £35,000 DOE 

Are you an adaptable IT support professional who is passionate about delivering great customer service? Do you want to join a brilliant company that values their employees as much as their customers? If so, this is the role you’ve been waiting for. 

Our client provides a wide range of innovative IT and communication services and solutions to boost their customers’ productivity. They are now looking for a Service Design Analyst to join their team on the outskirts of Warrington. 

With quality, integrity and excellence at the forefront of everything they do, our client provides a collaborative environment where you’ll have the chance to increase your abilities and learn from a skilled team. 

As a Service Design Analyst, you will be responsible for expertly investigating & resolving escalated incidents, undertaking problem management, carrying out proactive systems monitoring (including availability, capacity & performance management), plus assisting with the design & implementation of services & solutions (including change, release & configuration management).

Taking ownership of escalations is key to the role and you will liaise with all internal teams as well as vendors & customers to drive issues through to resolution, documenting and advising/assisting with redesigns as appropriate.

Additionally, you will proactively monitor & analyse systems performance to refine & improve the services provided to clients, identifying in advance any potential issues or redesigns that may be required then help to shape these opportunities.


As part of your role, you may be required to travel to customer sites. You will also be required to cover the Out of Hours escalation line on a rota basis (currently 1 week in 5). 

To be considered for this superb opportunity, you must have: 

  • At least three years’ experience in an IT role, with a minimum of 1 year experience in 3rd line or equivalent role
  • Deep knowledge of Microsoft Software, Roles & Features

o   Active Directory & Domains

o   DHCP

o   DNS

o   IIS

o   File & Print / DFS

o   Clustering

o   SQL

  • Broad knowledge of configuration & troubleshooting of Backups

o   Veeam

o   Cloud Technologies

  • Broad knowledge of configuration & troubleshooting of Storage Devices

o   HP SAN

o   Synology NAS

  • Experience in networking preferable

o   Cisco

o   WAN / LAN / Wifi

o   VPN

o   Routers / Firewalls / Switches

  • A strong understanding of Microsoft Office 365
  • Knowledge of a variety of security suites preferably Trend
  • Proven experience of problem solving and troubleshooting, owning problems and liasing with 3rd parties including vendors & customers
  • Proven customer experience skills
  • Demonstrable knowledge of ITIL incident, change, release, problem, availability, capacity & security management
  • A degree level qualification in IT and/or minimum of 3 years experience
  • A full driving licence 

Flexible and analytical, as a Service Design Analyst, you must have a resourceful approach to problem solving and great communication skills. You must also have a team player mentality with the ability to work on your own initiative.

Service Design Technical Analyst

Permanent 

£30,000 - £35,000 DOE

Daresbury,Cheshire

Reports to : Service Design Manager 

 

Purpose of the role:

To build and maintain a robust, resilient, high quality technical architecture that meets the availability, capacity, security and response requirements of our customers and also the strategic needs of the business.

 

Main Responsibilities: 

Financial

  • Deliver the R&D development plan in accordance with the plan provided by the Service Design Manager, recording all time expended in the timesheet system
  • Complete a timesheets on a daily basis recording all work and absence
  • Provide assistance in compiling the monthly consumption billing information so that SPLA returns and client monthly consumption billing is accurate and auditable

Skills. Knowledge & Experience Required:

Skills

  • Must have the ability to assess impacts and risks on the availability, capacity and security of the operational systems in order to recommend change / corrective actions
  • Toolsets and service desk
  • Must be motivated and energised to hit targets and contribute to the goals of the team
  • Must have positive energy at all times demonstrating confidence in the leadership of the Service Operations functions at all times
  • Must have the confidence to interact with people at all levels with clear and concise information that is backed up with validated facts
  • Must have a sense of urgency where this is required
  • Must be able to effectively document information in written form
  • Must be able to interrogate systems data / information to always have the key facts and metrics to hand
  • Must be a able to deliver tasks with a positive and motivating attitude
  • Must be a team player that works with other colleagues to contribute to team solutions that is in the overall best interest of the business 
  • Must have the ability to analyse data and produce relevant Information

Knowledge

  • Must be able to effectively use the Service desk / technical toolsets
  • Must have extensive and demonstrable technical accreditations in IT infrastructure applications, hardware and management
  • Must have a thorough working knowledge of the Service desk / timesheet systems
  • Must have detailed knowledge of the company handbook and HR policies
  • Must have detailed knowledge of the company security and operational procedures e.g. change management, major incidents etc.
  • Must be fully familiar with every client contract and the service requirements that have been agreed
  • Must know the processes associates with service delivery and new client on-boarding / off-boarding
  • Must be familiar with the other functions of the business and how they interact with the Service Operations

Experience

  • Minimum 2 Years’ experience in a technical role in the IT managed services sector.
  • Must have demonstrable knowledge of ITIL availability, capacity and security management processes
  • Ideally has working experience with Tier 1 IT managed services products
  • Must be able to demonstrate the following personal attributes:
    • ability to manage time effectively in a multi-tasking environment
    • contribute to the planning of large programmes of work
    • a methodical approach to problem solving
    • attention to detail
    • control and focus in pressurised situations
    • ability to communicate at a all levels
    • ability to summarise information (both written and oral) so that understanding is clear and easily absorbed
    • be part of a collaborative and effective team
    • have integrity, credibility, dignity and respect to demonstrate a fit to our business values

Customer Focused

  • Implement and maintain a reliable and sustainable infrastructure in line with the agreed plans driven by the Service Design Manager (SDM).
  • Monitor capacity and availability of client systems to ensure that availability SLA’s are delivered and report / take resolution action as required
  • Investigate and resolve any major incidents documenting root causes
  • Implement and communicate any approved change requests following the documented procedures
  • Maintain system security and access control in line with policy and procedures
  • Implement resolution of problem tickets ensuring quality of communication and subsequent robust knowledge article uploaded to the service desk knowledge base for the future
  • Implement planned disaster recovery / business continuity tests as planned
  • Record all configuration items in the CMDB within the service desk system and keep up to date at all times
  • Implement approved patching / upgrades to ensure the systems architecture is always up to date using appropriate testing to minimise risk.

 

Internal Business Processes

  • Ensure health and safety procedures are complied with especially electrical and physical safety 
  • Capture detailed documentation of the datacentre infrastructure to standards provided by the SDM
  • Participate in the out of hours on call rota ensuring contact data is available and up to date
  • Participate in the 24 x 7 shift rota as communicated by the SDM
  • Ensure all systems licencing and relevant vendor documentation is stored safely and catalogued on the company intranet
  • Own and manage a technology practice allocated by the SDM
  • Maintain up to date Operational process workflows / procedures relevant to the Systems Design team
  • Adhere to company policy and expected performance standards at all times
  • Must use the Service desk system and all system diagnostic / integration tools procedures as communicated by the SDM.
  • Ensure full awareness of the company personnel procedures as outlined in the company handbook
  • Participate in weekly communication / training sessions
  • Participate in monthly 1:1 sessions with SDM

 

Learning and Growth

  • Attend training courses and planned by the SDM taking and passing exams to achieve related accreditations
  • Develop in conjunction with line manager a personal development plan to improve personal performance that has realistic objectives that are time-phased
  • Develop technical accreditations to support business accreditation

 

Note: Due to the stringent security requirements for this role applicants must be eligible to work in the UK. To apply please email a C.V. and cover letter to info@adept4.co.uk . Strictly no agencies.

Service Desk Analyst (1st Line Support)

Permanent

Shift work - 8 days on (including every other weekend) / 6 days off  (including sufficient rest time)

Location: Daresbury

Salary: £18,000 - £20,000 DOE

Purpose of the role:

The 1st line Service Desk Analyst role is to ensure the best experience for adept4 customers at all times. Working as a team with 2nd line operatives, the Service Desk Analyst will analyse incoming customer support tickets and obtain the required information from the customer & from the team in order to resolve the issue within the service level agreement.

The Service Desk Analyst will strive to resolve the majority of customer support tickets logged with adept4 whilst ensuring that the customer is kept informed at all times.

The Service Desk Analyst must be passionate about excellent customer service. 

Main Duties and Responsibilities

  • Take ownership of incoming customer support tickets (by phone, portal or e-mail).  
  • Initial triage and allocation of calls on rota basis as agreed with line manager.
  • Undertake initial diagnosis of tickets obtaining all necessary information from the customer.
  • Resolve customer issues within service level guidelines, obtaining assistance from 2nd line as required.
  • If unable to resolve, responsible for escalating to 2nd line, or other business departments where appropriate.
  • Working within the 1st line team and sharing knowledge.

The best customer experience is paramount. The Service Desk Analyst must:

  • Follow internal procedures.
  • Ensure clear, timely and professional communication, both internally and with the customer.
  • Collect and document information and any actions taken on the system in a timely and accurate manner.
  • Perform ongoing liaison to keep customer informed of progress (not just when the issue is resolved).
  • Use the most effective form of communication.
  • Focus on achieving personal and team targets as defined by adept4. 

Skills and Experience

  • Minimum 1 Year experience in support desk role
  • Evidence of working knowledge of appropriate technology/skills including:
  • Microsoft Active Directory
  • Microsoft Windows Desktop Operating Systems
  • Microsoft Windows Server 2008/2012
  • Microsoft Office Suite
  • Understanding of basic networking (TCP/IP, LAN, WAN, VPN)
  • Experience of troubleshooting networks and printers

 Personal Qualities

  • Strong Communication Skills (Verbal and written)
  • Able to work on own initiative 
  • Smart appearance and demonstrates professional behaviours
  • Problem Solving skills 
  • Analytical mind who can bring clarity to difficult situations
  • Ability to work well and continue to deliver results under pressure
  • Consistently demonstrates tenacity and is determined to achieve
  • Takes holistic view and recognizes the impact of actions and their consequences
  • A problem solver capable of identifying different ways to solve issues and improve processes

Other Working Requirements:

  • Educated to NVQ/A Level Standard in IT or equivalent experience
  • Flexible working attitude required
  • Driving license essential - Customer site visits maybe required

To apply: please forward your CV and a Covering Letter to jane.moran@adept4.co.uk . Strictly no agencies

Project Manager (Entry Level Opportunity)

Role:
Reporting to the PMO Manager the role will have responsibility for planning and managing the complete project lifecycle of a range of client facing technology projects.  From requirements gathering to delivery, you will be ensuring agreed timescales and costs remain on target.  You will be required to work as part of a team, leading others and managing key stakeholders’ expectations and third party relationships.  You will benefit from on the job training and development, as well as excellent opportunities for career progression. 

Skills and Experience:
• Graduated in a relevant Business or Technical degree
• Able to demonstrate a logical and pragmatic approach to problem solving
• Great communicator (oral and written) and influencer 
• Strong organisation and logistical skills
• Understanding of the basic principles of project management
• High degree of technology and computer literacy (including proficiency using Microsoft Office products)

Personal Qualities:
• Desire to develop Project Management skills and establish a future career in this function
• High energy and willingness to learn
• Must have a flexible approach and a sense of teamwork
• Ability to work well and continue to deliver results under pressure
• Excellent interpersonal skills and an ability to establish credibility quickly
• Self-motivated with ability to work without direct management control
• Must be able to deal with customers / suppliers / peers at all levels in a professional manner
• Must have keen sense of urgency and be prepared to take responsibility 
• Must be tolerant and adaptable to change

Additional Information 

Full-time, permanent

Location: Daresbury

Travel:  Some travel and time away from base location on clients’ sites is expected.  Flexibility will be required to suit the needs of the business. 

Salary: £19,000 – £25,000 (depending on experience) plus benefits

To apply: please forward your CV and a Covering Letter to info@adept4.co.uk . Strictly no agencies.