Department: IT Technical Team

Revision Date: 10/12/2022

Salary: £28,000

Position Overview

We are a successful software company offering direct supply, installation and support of Data Protection and Recovery solutions to large SME, Corporate and Public Sector accounts. Recent years have seen successful entry into new markets for the Games we are offer a Managed Service desk solution.  This role is for an IT Service Desk Analyst for Birmingham 2022 Commonwealth Games to join our current team of 3.

You will need to work alongside other team members in the fast-growing Team that has to support the users community for the Games. The team currently has 3 members of staff, which will become a team of 5 in 2020 and by 2021 grow to a large team. You will be part of a team providing IT services to the games and the festival. As the event progresses, you will transition into Venue Support Teams or Venue Service Desk Support at a game’s venue.

You will help to support the deployed IT solutions. All solutions are Microsoft based with M365, Azure and SaaS software solutions. You will also be required to help support and deploy the end user equipment (PC’s, peripherals and desktop printers) for a broad range of client stakeholder groups.

The successful candidates must undergo security clearance unless the candidate already has this.

Required Experience

  • Been in an engineer/desktop support role for 5+ years
  • Providing user provisioning / onboarding
  • Microsoft 365, Teams, One Drive
  • M365 – Endpoint Manager/Intune
  • Service Now
  • Document/Process/ITIL
  • Deployment (PC, tablet, peripherals, printers etc.)
  • Able to work independently for routine activities and know when to escalate
  • Able to communicate with customers, suppliers and 3rd parties
  • Can plan, schedule and monitor own work and work as part of a team
  • Fit into the team

Delivery

  • Initially central Birmingham based role, but migrates to a Birmingham based event Venue Service Desk.
  • You may be required for post event support during the dissolution phase of the contract

General Information

  • We have the following work pattern on a rota 8.30am – 5.00pm or 9:30 – 6:00pm or 9am-5:30pm though at Games time this will be on a 24hour shift pattern (8 hours out of 24).
  • 20 days holiday per year no holiday after 1/5/2022
  • Permanently assigned on-site in central Birmingham subject to Covid19 restrictions being lifted
  • Fixed contract to August 2022 though this may become a permanent role.

Department: IT Technical Team

Revision Date: 9/3/2021

Salary:

Position Overview

We are a successful software company offering direct supply, installation and support of Data Protection and Recovery solutions to large SME, Corporate and Public Sector accounts. Recent years have seen successful entry into new markets including providing services to the Commonwealth Games where we are in Partnership with NVT Group to offer a Managed Service Desk solution.  This role is for an IT Service Desk Analyst Level 3 for Birmingham 2022 Commonwealth Games to join our current team of 4.

You will need to work alongside other team members in the fast-growing team that has to support the user community for the Games. The current team of 4 will become a team of 5 in 2021 and by 2022 grow to a large team of 70+. You will be part of a team providing IT services to the games and the festival. Your role will be to take escalations from level 2 and solve issues and problems and escalate to the relevant personnel or external providers if you cannot solve the problem. As the event progresses, you may transition into Venue Support Teams or Venue Service Desk Support at a games venue or be based at HQ.

You will help to support the deployed IT solutions specifically being the M365 go-to person. We have a M365 expert level consultant to support you. All of our solutions are based upon M365, Azure or SaaS software solutions; we don’t have any on-premise or hosted datacentres. You may also be required to help to support, deploy and package software end user equipment (PCs, peripherals and desktop printers) for a broad range of client stakeholder groups.

The successful candidates must undergo security clearance unless the candidate already has this.

This is a unique opportunity to be part of something that is built using all cloud and to be part of something that will showcase Birmingham to the world.

Key Business Skills

  • Communicates fluently, both verbally and in writing and can present complex information to both technical and non-technical audiences
  • You will need to work under general direction
  • Use discretion in identifying and responding to complex issues and assignments
  • Be happy to receive specific direction and accept guidance
  • You will be reviewed against agreed milestones
  • You must be able to determine when issues should be escalated to a higher level

Ideal Skill Set

  • Been in an engineer/desktop support role for 5+ years
  • Been on Level 3 support for 2+ years
  • Providing user provisioning / onboarding
  • Microsoft 365, Teams, One Drive
  • Management and troubleshooting experience of M365 Apps
    • Exchange Online
    • OneDrive
    • Microsoft Teams
  • Endpoint Manager/ Intune Experience
    • Good knowledge of Modern Desktop management
      • Microsoft Office
      • AutoPilot Windows 10
      • Device compliance and configuration policy management and troubleshooting experience
      • Windows Update Rings experience
      • Application deployment and update management
  • Intune BYOD management
  • Azure AD experience (Ideally with experience of using P2 features)
  • Security Experience
    • Microsoft Defender
    • Advanced Threat Protection
    • Cloud App Security
  • Desirable:  experience of data loss prevention (DLP) management
  • Service Now or can show how knowledge has been share via a service desk tool
  • Document/Process/ITIL
  • Deployment (PC, tablet, peripherals, printers etc.)
  • Able to work independently for routine activities and know when to escalate
  • Able to communicate with customers, suppliers and 3rd parties
  • Can plan, schedule and monitor own work and work as part of a team
  • Fit into the team

Delivery

  • Initially central Birmingham based role, but may migrate to a Birmingham-based Event Venue Service Desk.
  • You may be required for post event support during the dissolution phase of the contract

General Information

  • We have the following work pattern on a rota 8.30am – 5.00pm or 9:30 – 6:00pm or 9.00am-5:30pm though at Games time this will be on a 24-hour shift pattern (8 hours out of 24).
  • 20 days holiday per year
  • Permanently assigned on-site in central Birmingham subject to Covid19 restrictions being lifted
  • Fixed contract to August 2022 though this may become a permanent role.

Role Title: Venue Service Desk Analyst

Games Time FA: TEC

Reporting to: Venue Technology Manager (VTM)

TOC Manager: Service Management

Role Overview

During Birmingham 2022 critical operational periods it is expected that most technology incidents impacting a venue will be resolved on venue. The Venue Service Desk Analyst (Venue SDA) will be a core member of the Venue Technology team, being responsible for coordination of all technology incidents logged in Service Now for their venue. Most technology incidents will be logged and triaged by the central technology call centre who will then assign them to the relevant Venue Service Desks for resolution. In some cases, venue-based workforce will contact the Venue SDA directly to inform them of an incident, in which case the Venue SDA will be responsible for logging and initial triage. The Venue SDA will then own these tickets in Service Now through to resolution or escalation into the TOC if applicable. The Venue SDA will also play a key role supporting the VTM and technology suppliers on venue during bump-in and bump-out.

The Venue SDA must have excellent customer service skills, be able to perform well under pressure, be well organised and able to monitor and manage a potentially high volume of incidents of different severities concurrently. They must have a good basic understanding of technology to be able to provide a high level of triage and an initial assignment of a severity level. Deep technical skills are not required and training in Games specific technology will be provided. The Venue SDA will report into the VTM and will also be supported by the TOC – Manager Service Delivery.

Key Tasks and Responsibilities

Pre-Games

  1. Undertake role specific training covering Games specific technology and the tools required for the job (Service Now for logging tickets). 
  2. Support venue bump-in including distribution of technology assets such as laptops, chromebooks and printers and getting them set up and tested prior to client groups moving in
  3. Provide practical support to users as FAs move into venues, helping them get set up with common requirements such as logging on to WiFi and setting up printers

Games-time

  1. Monitor Service Now for tickets allocated to the Venue Service Desk and log any new incidents raised with them directly on venue
  2. Inform the relevant supplier on venue of their incidents, providing them with the details they need to attend and resolve
  3. Be responsible for ensuring that incidents are managed within the appropriate SLAs dependent on severity. Maintain and update the tickets in Service Now.
  4. Ensure the Venue Technology Manager (VTM) is informed and consulted as required
  5. Once an incident has been resolved close the ticket, and if appliable, inform the customer that their issue has been resolved

Post-Games

  1. During bump-out they will support the efficient collection of technology assets and removal of them back to a central storage location on venue ready for pick-up.

Games Time FA: TEC

Reporting to: TOC Manager – Service Management

Role Overview

The central technology call centre will provide a central point of contact for the logging of all technology incidents raised during the Birmingham 2022 critical operational periods. A single contact number will be provided to workforce and some core client groups working at B2022 venues (comp and non-comp) to log technology incidents – the Technology Call Centre Analyst (Team Leader) will be responsible for ensuring that the Call Centre Analysts are logging these calls accurately in Service Now, collecting enough information to pass on to the applicable resolver group and carrying out an initial triage to assign a severity to each ticket.

They will perform all Call Centre Analyst duties but in addition have the overall supervisory responsibility for their shift, ensuring escalations to the appropriate resolver group or to the Service Delivery Manager if needed.

In some cases it is anticipated that the Call Centre Analyst will be able to resolve the issue directly, for example by providing a scripted response if the issue is common and simple to fix. In most cases, however, the Call Centre Analyst will be responsible for assigning the ticket in Service Now to the appropriate resolver group. When the issue has been reported from a venue with on-site technology support it will be assigned to the Venue Service Desk. In all other cases it will be assigned to the appropriate TOC resolver group.

The Technology Call Centre Analyst (Team Leader) must have excellent customer service skills, be able to perform well under pressure, as a high volume of calls is expected, and have a good basic understanding of technology to be able to provide a high level of triage and an initial assignment of a severity level. Deep technical skills are not required and training on Games specific technology will be provided.

Key Tasks and Responsibilities

Pre-Games

  1. Undertake role specific training covering Games specific technology and the tools required for the job (Zen Desk for call handling and Service Now for logging tickets).
  2. Take calls from users contacting the central technology call centre and log details in Service Now.
  3. In this period the Call Centre Analyst will initially be supporting limited staff on venue carrying out bump-in activities, but also BAU support calls from staff still in office-based roles.

Games-time

  1. Transition to greater focus on venue support, ensuring that tickets are logged efficiently and passed on to the correct resolver groups as quickly as possible, meeting any required SLAs.
  2. Provide and excellent level of customer service, picking up if any common themes are noticed and helping to agree responses to deal with issues at first point of contact where possible.
  3. Escalate quickly if additional support is required in dealing with specific calls.

Post-Games

  1.  On-going support until the TOC closes.

Games Time FA: TEC

Reporting to: TOC Manager – Service Management

Role Overview

The central technology call centre will provide a central point of contact for the logging of all technology incidents raised during the Birmingham 2022 critical operational periods. A single contact number will be provided to workforce and some core client groups working at B2022 venues (comp and non-comp) to log technology incidents – the Technology Call Centre Analysts will be responsible for logging these calls accurately in Service Now, collecting enough information to pass on to the applicable resolver group and carrying out an initial triage to assign a severity to each ticket.

In some cases it is anticipated that the Call Centre Analyst will be able to resolve the issue directly, for example by providing a scripted response if the issue is common and simple to fix. In most cases, however, the Call Centre Analyst will be responsible for assigning the ticket in Service Now to the appropriate resolver group. When the issue has been reported from a venue with on-site technology support it will be assigned to the Venue Service Desk. In all other cases it will be assigned to the appropriate TOC resolver group.

The Technology Call Centre Analyst must have excellent customer service skills, be able to perform well under pressure, as a high volume of calls is expected, and have a good basic understanding of technology to be able to provide a high level of triage and an initial assignment of a severity level. Deep technical skills are not required and training on Games specific technology will be provided.

Key Tasks and Responsibilities

Pre-Games

  1. Undertake role specific training covering Games specific technology and the tools required for the job (Zen Desk for call handling and Service Now for logging tickets).
  2. Take calls from users contacting the central technology call centre and log details in Service Now.
  3. In this period the Call Centre Analyst will initially be supporting limited staff on venue carrying out bump-in activities, but also BAU support calls from staff still in office-based roles.

Games-time

  1. Transition to greater focus on venue support, ensuring that tickets are logged efficiently and passed on to the correct resolver groups as quickly as possible, meeting any required SLAs.
  2. Provide and excellent level of customer service, picking up if any common themes are noticed and helping to agree responses to deal with issues at first point of contact where possible.
  3. Escalate quickly if additional support is required in dealing with specific calls.

Post-Games

  1.  On-going support until the TOC closes.

Games Time FA: TEC

Reporting to: Venue Technology Manager (VTM)

TOC Manager Service Management

Role Overview

During Birmingham 2022 critical operational periods it is expected that most technology incidents impacting a venue will be resolved on venue. The Venue Service Desk Analyst (Venue SDA) will be a core member of the Venue Technology team, being responsible for coordination of all technology incidents logged in Service Now for their venue. Most technology incidents will be logged and triaged by the central technology call centre who will then assign them to the relevant Venue Service Desks for resolution. In some cases, venue-based workforce will contact the Venue SDA directly to inform them of an incident, in which case the Venue SDA will be responsible for logging and initial triage. The Venue SDA will then own these tickets in Service Now through to resolution or escalation into the TOC if applicable. The Venue SDA will also play a key role supporting the VTM and technology suppliers on venue during bump-in and bump-out.

The Venue SDA must have excellent customer service skills, be able to perform well under pressure, be well organised and able to monitor and manage a potentially high volume of incidents of different severities concurrently. They must have a good basic understanding of technology to be able to provide a high level of triage and an initial assignment of a severity level. Deep technical skills are not required and training in Games specific technology will be provided. The Venue SDA will report into the VTM and will also be supported by the TOC – Manager Service Delivery.

Key Tasks and Responsibilities

Pre-Games

  1. Undertake role specific training covering Games specific technology and the tools required for the job (Service Now for logging tickets). 
  2. Support venue bump-in including distribution of technology assets such as laptops, chromebooks and printers and getting them set up and tested prior to client groups moving in
  3. Provide practical support to users as FAs move into venues, helping them get set up with common requirements such as logging on to WiFi and setting up printers

Games-time

  1. Monitor Service Now for tickets allocated to the Venue Service Desk and log any new incidents raised with them directly on venue
  2. Inform the relevant supplier on venue of their incidents, providing them with the details they need to attend and resolve
  3. Be responsible for ensuring that incidents are managed within the appropriate SLAs dependent on severity. Maintain and update the tickets in Service Now.
  4. Ensure the Venue Technology Manager (VTM) is informed and consulted as required
  5. Once an incident has been resolved close the ticket, and if appliable, inform the customer that their issue has been resolved

Post-Games

  1. During bump-out they will support the efficient collection of technology assets and removal of them back to a central storage location on venue ready for pick-up.

Please apply immediately to be considered for any of these roles. CV’s and covering letters to cv@thesolution.co.uk or call 01384 340666

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