Total 947 payroll analyst job vacancies in Customer Service category in Malaysia

Job Responsibilities 

• Investigate and analyze various risk behaviors such as fraud, phishing, account theft, etc., and make correct handling to reduce user losses and improve user satisfaction.
• Continuously monitor user behavior, write investigation reports on identified risk control cases and analyze risk data.
• Continuously identify risk cases, maintain case database and summarize behavioral characteristics through risk management and real-time monitoring.
• Timely discover data anomalies and synchronize relevant departments to avoid losses.
• Experience in anti-fraud/AML related positions is preferred, experience in data analysis is a plus. 
  
  Job Requirements
• Bachelor's degree or above.
• More than 1-year experience in risk investigation and analysis.
• Fluent in spoken and written Mandarin Chinese
• Experience in anti-fraud, anti-money laundering, transaction monitoring, case handling functions in payment institutions, exchanges, banks, and related industries is preferred.
• Strong language communication skills and good written expression skills
• Good at teamwork and cross-departmental collaboration
• Have strong logical thinking ability and data analysis ability, disassemble and analyze data.
• Night shifts are required.

Perks & Benefits

• Employee equity
• Commission and bonus
• Allowance (travel stipends, transportation, etc.)
• Nearby public transport
• Central location
• Casual dress code
• Free snacks / Happy hours
• Regular team activities
• Medical insurance
• Personal leave
• Personal development opportunities

工作職責

• 調查分析詐欺、釣魚、帳戶被竊等各類風險行為，並做出正確處理，減少用戶損失，提高用戶滿意度。
• 持續監控使用者行為，對發現的風控案例撰寫調查報告並分析風險資料。
• 透過風險管理和即時監控，持續識別風險案例，維護案例資料庫並總結行為特徵。
• 及時發現數據異常並同步相關部門，避免損失。
• 有反詐欺/反洗錢相關職位經驗者優先，有數據分析經驗者優先。
  
  工作要求
• 本科及以上學歷。
• 1年以上風險調查分析經驗。
• 中文國語口語和書寫流利
• 有支付機構、交易所、銀行及相關產業反詐欺、反洗錢、交易監控、案件處理職能經驗者優先。
• 較強的語言溝通能力及良好的書面表達能力
• 善於團隊合作與跨部門協作
• 具備較強的邏輯思考能力和資料分析能力，對資料進行拆解分析。
• 需要夜班。

津貼和福利

• 員工股權
• 佣金和獎金
• 津貼（旅費、交通費等）
• 附近的公共交通
• 中心位置
• 休閒著裝要求
• 免費小吃/歡樂時光
• 定期團隊活動
• 醫療保險
• 事假
• 個人發展機會

We at Chandler Macleod are internally seeking a Payroll Customer Relations Officer to handle internal and external candidate/branch communications accurately and promptly. This role also involves coordinating candidate services, managing external agency reporting, and providing valuable payroll information to branches and stakeholders. Part-time, Permanent4 days a week (either the Monday or Wednesday off)Hybrid – 2 days in the office, 2 days from home Key Responsibilities:Manage, investigate, and resolve payroll queries in a timely manner.Proactively identify, manage, and resolve problems in a timely manner to minimise work delays.Support the Payroll Manager and Payroll Customer Relations Team Leader in delivering fully functional Payroll Customer Relations activities.Required Skills/Experience:Strong customer service experienceExperience working in a payroll processing group (preferred)Knowledge of payroll and superannuation legislation (preferred)Strong communication skillsAbility to problem solve and demonstrate resilience.Proficient in Microsoft Office Suites and computer useIf this sounds like you hit “Apply” now or alternatively contact me on Emily.simmons@chandlermacleod.com or 04 2409 3862 for more information. Only…

Click here to view more detail / apply for Payroll Customer Relations Officer

Ideal Candidates for this role should have experience across design, implementation, maintenance, support and troubleshooting in a Windows environment. Experience in Active Directory, Network monitoring and troubleshooting, vendor management, as well as restoring data are required. Equivalent Bachelor Degree or Higher and other industry qualifications are an advantage. Your main responsibilities will be: Perform infrastructure, security, continuous integration and continuous delivery Design, deploy and maintain solutions for Cloud Migrations, Virtualisation, Networking, Servers, Storage and Backups Lead core capabilities which involves researching, analysing and evaluating infrastructure needs Manage and monitor network traffic and systems usage/capacity based on Cloud computing Prepare documentation detailing procedures and instructions for maintenance; recording diagnosis and resolution of networks issues, improvements and modifications Collaborate with key stakeholders including System Administrators, Developers, Testers, Architects and Business Analysts Providing specialist skills in supporting and troubleshooting network problems and emergencies Installing, configuring, testing, maintaining and administering new and

... Click here to view more detail / apply for Support Analyst

Ideal Candidates for this role should have experience across design, implementation, maintenance, support and troubleshooting in a Windows environment. Experience in Active Directory, Network monitoring and troubleshooting, vendor management, as well as restoring data are required. Equivalent Bachelor Degree or Higher and other industry qualifications are an advantage.

Your main responsibilities will be:
Perform infrastructure, security, continuous integration and continuous delivery
Design, deploy and maintain solutions for Cloud Migrations, Virtualisation, Networking, Servers, Storage and Backups
Lead core capabilities which involves researching, analysing and evaluating infrastructure needs
Manage and monitor network traffic and systems usage/capacity based on Cloud computing
Prepare documentation detailing procedures and instructions for maintenance; recording diagnosis and resolution of networks issues, improvements and modifications
Collaborate with key stakeholders including System Administrators, Developers, Testers, Architects and Business Analysts
Providing specialist skills in supporting and troubleshooting network problems and emergencies
Installing, configuring, testing, maintaining and administering new and upgraded networks, software database applications, servers and workstations

You will need to have:
Experience with SCCM tools, SCCM Console, Explorer ++, Quick Connect, SQL Server Manager and SharePoint.
Self-motivation, good time management skills and a positive attitude and exceptional communication and interpersonal skills.
Experience supporting Microsoft 365, Windows Server & Desktop Technologies & Cloud Environments
Experience installing, configuring, testing, maintaining and optimising networks, applications, Servers and Workstations
Experience with software deployment and debugging of windows and operations systems
Experience with Network Security analysis and design
Experience with the creation of IT documentation including Disaster Recovery planning, IT Systems guidelines and procedures

???????Salary $65K- $75K + super

Main responsibilities:

- Provide technical and functional Level 1 and Level 2 application support to a portfolio of Corporate IT and Security applications.

- Communication with end-users via phone, chat, email, and/or a support ticketing.

- Analyze and manage incidents/problems/requests coming from users.

- Collaborate with cross-functional teams to troubleshoot and resolve technical issues efficiently.

- Readressing the issue towards L3 application or infrastructure teams.

- Supervise and monitor daily and monthly jobs.

- Handle user request by working closely with project, infrastructure and production teams

- Process and issue daily, weekly and monthly reporting on data and tickets

- Able to work in shifting schedules (ASIA and EMEA)

Mandatory:

- Possesses strong analytical, logical and problem solving skills

- Technical background around industry leading DevOps tooling.

- Excelent communication skills in English, both written and verbal, with the ability to convey technical concemts to non-technical users.

- Strong perseverance, diligence towards attaining goals and effective time management

- Self-motivated, flexible and an excellent team player

- Understanding and respect of cultural diversity

- Ability to multi-task and work independently with minimal supervision

- Understand concepts of IT Production environment and deployment process/piplines.

- Good hands on experience in following technologies

• Jenkins, Maven, Nuget, SonarQube, Jira and Nexus
• Versioning control systems: Git , AzureDevOps|TFS and SVN
• SQL scripting (SQL Server or Oracle are preferred)
• JIRA platform experience

- Experience in writing Windows / Linux scripting (PowerShell, Bash, Ruby, Python, etc.)

Nice to Have

- Experience working in the financial industry or a similarly regulated environment.

- Additional certification in ITIL, sybersecurity

- Programing or scripting slikkls for automation purpose.

Other Professional Skills and Mind-set

- Strong communication (written, and verbal) in English is a must.

- Proactive style of working, organizational skills.

- Strong analytical and problem solving skills.

- Ability to multi-task and work independently with minimal supervision.

- Team player mindset.

- Understanding and respect of cultural diversity.

We are recruiting for an experienced Field Support Analyst for our client. On offer is a 3-month initial contract inside IR35 at a daily rate up to £240 per day. This role will incorporate 3 days per week in the Doncaster office and then 2 days on the road including overnight stays, all expenses paid - you will need to be fully flexible.

What you will be working on:
You will provide 2nd line technical support to IT users in the field. You will diagnose and troubleshoot common hardware, software, and networking issues and assist with computer software integration. You may work either on-site or remotely to help with software installations, network failures, hardware faults, and other IT-related problems. The role will also assist in logging and resolving user incidents/service requests using the IT Service Management Tool, monitoring progress and, keeping users appraised of events and updates.

Key responsibilities:

• Identify and carry out any immediate corrective action that can resolve or contain issues directly.
• Monitor the progress of incidents and keeps all interested parties informed.
• Resolve incidents, verifying the resolution and confirming with the customer.
• Work with 1st and 3rd line support groups to assist with resolution where necessary.
• Escalate and progress the severity of support issues as required.

You'll need experience with:

• Microsoft Windows 10 and 11 Desktop Operating Systems
• Microsoft Windows Server 2016 and later versions
• Microsoft Office 365 and other windows based applications.
• Web applications, PC, Laptop and Printer hardware, iPhones and iPads.
• Active Directory services.
• Mobile Device Management

What you'll get in return
You will be earning up to £240 a day inside IR35, on a 3-month initial contract (with the aim of transferring to a permanent role). This role will incorporate 3 days per week in the Doncaster office and then 2 days on the road including overnight stays, all expenses paid - you will need to be fully flexible.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Location: DarlingtonSalary: Up to £26,000 per annumContract: PermanentHours: 37.5 hours per week

An exciting opportunity has arisen to join Redde Northgate's IT Service Desk Team as an experienced Service Desk Analyst, which provides first line IT support to end users across the business.
Working out of our Darlington office, your main role will involve efficiently handling and documenting customer contacts from various channels, accurately capturing all essential details. Leveraging your technical expertise, you'll provide timely diagnoses and resolutions to ensure exceptional service delivery.
You will make personalised decisions and actions whilst maintaining a high standard of customer service throughout all interactions. Additionally, you will support with onsite desk support and ad hoc duties when required.
Following completion of probation, you also have the potential to be on a on-call rotation to address urgent IT issues outside of the core business hours including evenings, weekends and Bank Holidays.

What’s in it for you?
Salary- Up to £26,000 per annum per annum depending on experience.
Annual leave- 24 days, rising to 26 with length of service. Of course, you’ll have public holidays too and we’ll even help you celebrate with an extra day off for your birthday!
Pension- 5% Employer Contributions.
Financial Benefits- save-as-you-earn scheme, employee referral scheme- earn £1,000 per person you successfully refer, free life assurance and access to our Benefits App offering unlimited access to a huge range of retailer discounts and cashback deals (incl. Tesco, Asda, Currys, B&Q & Wickes to name just a few).
Lifestyle & Wellbeing Benefits- discounted & flexible gym memberships, eye care vouchers, a cycle to work scheme, a 24/7 Employee Assistance Programme with an NHS Approved mental well-being mobile app.
Motoring Benefits- access to an employee vehicle-leasing scheme, discounted vehicle repairs and discounts on weekend vehicle hire and van hire.
Professional Development - We have partnered with Plurasight to offer you the most relevant content authored by industry expert, giving you access to thousands of courses, skills test and learning paths.
We're so excited to have recently launched Wagestream for all our colleagues - a Financial Wellbeing app that gives you more control over your pay. Not only does it let you choose when to get paid it also lets you put money aside each month and in addition you can get discounts on your shopping, check what benefits you're eligible for and can even put you in touch with a financial coach!

About you:

You have a customer focused approach, where the user experience is at the forefront of what you do.
You can demonstrate a passion for providing excellent customer service.
You’re able to take a logical approach to fault finding and problem resolution.
You have a “Can Do” attitude and are results driven.
You’re confident in engaging and challenging across all levels.
You have a keen eye for detail and are able to multitask effectively in a fast-paced environment.


About usRedde Northgate is the leading integrated mobility solutions platform providing services across the vehicle lifecycle through our broad mix of operating companies. We support our customers through a network and diversified fleet of over 125,000 owned and leased vehicles, together with over 600,000 managed vehicles. Today we are made up of 6,700 colleagues across 175 sites throughout the UK, Ireland, and Spain, and continue to grow. Our Group IT team are at the heart of our business and key to our success.

Be part of our futureIf you would love to join our team as a Service Desk Analyst, we encourage you to find out more. Apply today!

The Company
Join the IT team of one of the largest businesses in WA in a challenging and varied IT support role. The organisation is a tight-knit, people focused business where development is at the heart of everything they do.  Our client is located in the Northern Suburbs, 15 mins from the CBD with on-site parking available. We are seeking a dedicated IT Support Officer to become an integral part of their already high performing IT team. The role will offer opportunities to work closely with senior stakeholders across the business. The brand have an excellent reputation in WA and with their superb training and retention of staff, this is a rare opportunity for junior IT professionals in Perth. 

The Role
As an IT Support Officer, you will play a crucial role in providing technical assistance and support to their internal team

... Click here to view more detail / apply for Service Desk Analyst

We have a great opportunity for an IT Service Desk Analyst to join our in -house IT Team on a full time, permanent basis. We’re looking for a dedicated professional to bring our values to life and ensure our customers receive outstanding services.

The role

The IT Service Desk Analyst plays a crucial role in delivering technical support to end-users, ensuring the timely resolution of IT issues, and maintaining a positive user experience. This position involves responding to service requests, troubleshooting problems, and collaborating with various IT teams to deliver effective solutions. Full life cycle support of end user computing devices across HPG and on site-support of IT equipment as required. Working within a managed services environment, you will be responsible for completing service support/delivery tasks which fall outside of our supplier’s responsibility, or which require specific on-site assistance. Working in conjunction with the IT Service Desk Manager, you will log & triage calls, complete first line fix. support, refine and improve the processes and procedures in place with our suppliers to ensure continual service improvement.
What skills and experience we are looking for:
ITIL V3 or V4 foundation (essential); specialist certifications (desirable)
Experience of JIRA service Desk tooling (desirable)
At least one years’ experience in an IT Service Desk lead/Manager role
Technical Proficiency: In-depth knowledge of IT systems, networks, and software applications, coupled with the ability to troubleshoot and resolve technical issues efficiently.
Ability to use O365 products including SharePoint and Teams
Problem-Solving Abilities: Analytical mindset and the ability to diagnose and resolve technical issues efficiently.
Unfazed by having several competing priorities to manage.
Excellent verbal and written communication skills to interact with both technical and non-technical stakeholders effectively.
Adaptability: Flexibility to adapt to changing technologies, processes, and work environments.

We can offer you

We offer a comprehensive induction programme and excellent learning opportunities; with mandatory and specialist training available. We can offer 25 days holiday (increasing with each year of service, up to a maximum of 30 days), bank holidays and three concessionary days over the Christmas period. We also offer the option to join our contributory pension scheme, access to a dedicated Employee Healthcare Portal, eye care vouchers and a cycle to work scheme. Please see our HPG Benefits page for more information. .

About us

As one of the largest providers of affordable homes and care in the area, employing almost 1,000 people, Housing Plus Group offers rewarding roles with excellent training and career development pathways delivering services that customers can trust across Staffordshire and Shropshire. Housing Plus Group companies include Care Plus, Property Plus and Severn Homes.

Housing Plus Group values the diversity of its communities and aims to have a workforce that is representative of this. We create inclusive environments for our people and customers where we can be our true authentic selves. We welcome applications from all sections of our community.

Join our team at Housing Plus Group, where we value your time as much as your talent. We offer flexible working options such as hybrid working and adaptable schedules, to enable you to develop your career while maintaining a great work-life balance.

If you want to be part of an organisation that’s determined to make a positive difference to homes, lives and communities, if you want to be proud of what you do, if you are looking for job security and a great career, join Housing Plus Group.

How to apply

Please apply by clicking apply within this advert, including your CV and cover letter within your application. Should you have any questions please contact careers@housingplusgroup.co.uk

Closing date: Monday 29 April 2024 - interviews will take place throughout the advert

We are committed to carrying out safeguarding checks with all our colleagues. These checks may vary according to the role you have applied for, please refer to the job description for this role for details.
We may close this vacancy early if we receive a high volume of applications. Don’t delay – apply today to avoid disappointment.
If you have not received an update within 2 working weeks of submitting your application, please assume that you have been unsuccessful on this occasion.

Job Advert

The IT Service Desk Analyst (ITSDA) will play a crucial role in providing technical assistance and support to end-users, ensuring
smooth and efficient operation of their computer systems and applications. You will be responsible for diagnosing and resolving
hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more
complex problems when necessary whilst delivering exceptional customer service to our internal users. You will aim to provide
excellent customer service, solving technical challenges, and contributing to a collaborative IT team.




Key Responsibilities include:




* Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and
troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise
manner.
* Incident Management - Log and track incidents in the service desk ticketing system. Prioritise and escalate incidents based on
urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
* Customer Service - Deliver excellent customer service by actively listening to users and empathising with their concerns. Keep
end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and
support for various applications and technologies.
* Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to
the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
* Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues
to appropriate teams or specialists when necessary.
* Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents.
Contribute to the development of proactive solutions to common problems.




Qualification & Experience:




* Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL
foundation qualification would be a bonus.
* Previous experience in a service desk or technical support role is essential (2 year's experience or more is desirable).
* Proficient in troubleshooting Windows operating system, with familiarity with M365, Active Directory, and basic networking
concepts.
* Knowledge of remote desktop tools and IT Service Management tools would also be an advantage.
* Strong interpersonal and communication skills.
* Patience and the ability to remain calm under pressure.
* Analytical and problem-solving mindset.
* Willingness to learn and adapt to new technologies.

• 2 years Quality auditing experience in a call center environment
• Has a clear understanding of Call Center’s quality framework and methodology.
• Excellent interpersonal and communication skills.
• The job requires Multilingual skills –Fluent in English and Knowledge of Bahasa language and Mandarin language (speaking and writing) as the candidate needs to communicate effectively with different stake holders.
• Self-motivated, entrepreneurial, and comfortable dealing with ambiguity.
• Ability to work in a fast-paced environment.
• Strong attention to detail.
• Coaching experience is a plus.
• Knowledge of digital advertising is a plus.
• Experience in performing Root Cause Analysis/drilldown is a plus.
• Open to all having the aforesaid skill sets to perform the job.

         shape decisions that will develop & sustain wa's water sources
         permanent opportunity - $131,740 11% super
         flexible working opportunities based in balcatta
 

about the role
we have an opportunity to join our customer program delivery team on a permanent basis as a senior analyst.
in this role youll lead the strategic discovery, assessment and benefits tracking for initiatives within the customer program delivery framework that deliver improved customer experience and business efficiencies. youll also work alongside internal stakeholders to understand business and customer problems and enable the team to deliver step-change improvement in high value customer opportunities.
a role at water corporation can unlock the door to ongoing long-term career development opportunities.   we support training and development, flexible work arrangements, health and lifestyle programs, and generous company benefits. we encourage those looking for flexibility in ... Click here to view more detail / apply for Customer Programs Senior Analyst

Position: ICT Support Analyst
Location: Based at out Leicester office (Meridian Business Park) with flexible/hybrid home working available
Hours: 35 contracted hours per week
Salary: Up to £23,867.97 per annum (£13.08 p/h)
Closing Date: 6th May 2024
Job ref: 4052
We regret to inform you that Advance is unable to accept any sponsorship requirements.
About the Role:
Would you like to work somewhere where you get to make a real difference every day?
Advance is a specialist supported housing association that is on an exciting journey to deliver more services and develop more housing for people with learning difficulties, disabilities and supporting people towards greater independent living.
The Role:
We have an exciting opportunity for an ICT Support Analyst to join our existing Service Desk team at Advance. The role is a great opportunity for somebody who would like to progress their career in ICT. The successful candidate will provide desktop support to internal end users remotely across England with occasional site visits. The candidate is expected to learn quickly, use initiative and a willingness to work hard.
A current driver’s licence with access to a vehicle is essential for this job role.
The role of ICT Support Analyst will include:

- First point of contact for end users contacting the Service Desk
- Customer focused first line support for hardware, software and network issues
- Accurately logging all calls and emails into the ticket system
- Respond and resolve tickets within Service Level Agreements (SLA)
- Deliver desktop support remotely with occasional visits to other Advance locations for onsite assistance
- Provide high levels of customer service with clear communication
- Take ownership of end user problems with the ability to problem solve effectively and use initiative
- Assess complexity of incident and service request tickets and escalate to second line support as appropriate
- Liaise with third party suppliers for the provision of services
- Be a team player that works well with others and can build rapports with end users

Technical skills, knowledge and experience of the candidate:

- Administration of Microsoft 365
- Windows 10 or 11
- Citrix virtual desktop
- Windows Server 2016 – 2022 administration
- Azure Active Directory/Active Directory
- Grade 4 or above Maths and English GCSE
- ICT technical qualification (CompTIA A+ or similar)
- Worked in a customer service environment
- Excellent oral and written communication skills

For more information about the role please contact, Jon Corkan on 07525902682 or Email: jon.corkan@advanceuk.org
About the organisation:
Advance is a national, not-for-profit provider of housing and support services for people with disabilities and mental health conditions. Our vision is to transform lives; providing the best quality housing and support services so that people can live the lives they choose, achieve their personal goals, feel valued and know their voices are heard.
We recognise that our people are our greatest asset and we’re passionate about making Advance a great place to work. We invest in our staff, providing the training and support you need to succeed in your role, gain industry-recognised qualifications and realise your career aspirations.
We are an equal opportunities employer who values its staff and the difference they make to their customers. There is no place for racism or discrimination of any kind in Advance. As an organisation, we will not tolerate it. We are firmly committed to recruiting the best colleagues regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation and to supporting customers from similarly diverse backgrounds.
All newly appointed staff receive an induction, during which they will learn about our PRIDE values, our expectations of how they should treat our customers and our commitments in relation to how they will be treated as a member of staff.
Benefits of working for Advance:
We value our staff and the difference they make to the lives of our customers, which is why we offer the following benefits:

- Paid holiday (from 25 days up to 30 days with long service in addition to bank holidays, pro rata for part time hours)
- Sector specific training is provided as part of induction plus opportunities for professional development
- Access to Perks at Work where you can obtain great discounts of cinema tickets, shopping vouchers and much more
- Long service awards payable in 5 year increments
- Golden Hello/refer a friend receive up to £500
- Cycle to work scheme
- Access to our Employee Assistance Programme
- Free DBS (Disclosures and Barring Service)
- Excellent opportunities to progress your career within Advance
- Enrolment in a pension scheme with matched contributions above the statutory minimum (if you work enough hours to meet the threshold for enrolment)

Advance is regulated by the Regulator of Social Housing and the Care Quality Commission and we are committed to safeguarding and promoting the welfare of the people we support. You will be required to provide evidence of right to work. An enhanced DBS disclosure will be required for this role, the cost of which will be covered by Advance.
We value diversity and therefore welcome applications from everyone interested in working at Advance. We are a Disability Confident Leader.
Advance Housing & Support Ltd reserves the right to close this job once sufficient applications have been received.

Proud member of the Disability Confident employer scheme

Main Duties Manage & co-ordinate incidents, requests, and problems Manage process for communicating outage Provide advice and guidance to the Service Desk. Ensure the Service Desk provides quality call handling and incident and service request progression supporting the provision of all ICT services. Assist the Service Desk Manager to develop the Service Desk team professionally through being a role model: guidance, coaching and associated performance management to maximise performance and engagement. Providing & receiving complex information that may need to be disseminated to large groups. Analyse, investigate issues/problems where there are a range of solutions. Analyse and plan statistical system (Information Technology Service Management (ITSM) toolset) and adjust meet end user needs To publish high level reports and technical documentation for all members of the ICT department. For example, SLA performance reports. Participation in the Out of Hours ICT support staff On-Call Rota as required and with prior agreement. Maintain appropriate system documentation, support procedures and proactive rota/cover arrangements. Provide users with realistic expectations in line with Group Service Level Agreements and ensure that end users are aware of progress of faults to both personally used and Group wide systems Providing a great level of service by meeting or exceeding contractual SLAs, KPIs and Customer Satisfaction surveys Supporting all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets Recording and maintaining the knowledge and known error database Deliver training for ITSM toolset Training and development of Team members Implement departmental policies within own work area, propose changes to working practices based on statistical information. Responsible for introducing, adapting and improving systems to input, store & disseminate information used in statistical analysis. Collate and share performance stats using the ITSM toolset. Management and Leadership Work closely with the Head of Clinical Systems and Head of Digital Transformation and Innovation on upgrades and policies/procedures. Contribute to the development and implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques. Support individuals and teams that are highly skilled, effective, engaged and highly motivated. Have awareness of the financial performance of the Service Delivery function, including achievement of financial targets, balancing potentially conflicting demands of budgetary requirements and service requirements. Deputise for the Service Manager as necessary and where appropriate. Technical Service Delivery The post holder will have knowledge of support structures related to both the delivery of staff facing digital services and hardware and software as part of the end user service catalogue, while having knowledge of service management processes and ITIL framework. Work with the Service Manager to develop underpinning SLAs which are documented and signed with the stakeholders across the Group. Ensure that progressive solutions, which consider models of best practice, are incorporated into service plans. Contribution to the delivery of Service Delivery technical and infrastructure services to the Group. Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems. Performance Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, devising improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered. Ensure systems are in place to routinely analyse and manage ICT resource utilisation in the Service Delivery function in order to provide efficient and optimised digital services. Advice, guidance, and partnerships Provide technical and professional assistance regarding Service Delivery. Represent the Digital portfolio at local levels, developing partnerships, sharing best practice, and integrating knowledge across the Group. Represent the Group, where appropriate, in dealings with partner organisations and outside bodies on Service Delivery and technical issues. Build good relationships and ensure effective ICT partnerships with other organisations across the ICS, locally, regionally, and nationally. Forming constructive relationships with suppliers to optimise the delivery of solutions and maximise the Groups influence on the future direction of the suppliers products. Policies and procedures Contribute to ensure that the Service Delivery function has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all ICT services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements. Ensure that a full and current inventory of all ICT assets is maintained and utilised appropriately. Ensure that appropriate disaster recovery and business continuity procedures are in place for critical systems within the responsibility of the Service Delivery function and that disaster recovery testing is performed in line with scheduled plans. Professional and Personal Development The post holder will need to develop and maintain an awareness of developments and legislation relevant to the Service Delivery function and contribute to efforts to ensure that each function reflects current professional guidance and standards. The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Manager. Role Requirements We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making. High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will frequently have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action. The post holder will participate in and facilitate meetings, which require a high level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees. There will be a requirement to present complex information at meetings which will require the individual to have a high level of concentration frequently for a sustained period to ensure that there is active engagement in the subject matter at hand. The role will require regular negotiation with NHS professionals, managers and occasionally Directors. Exposure to unpleasant working conditions or hazards is rare. The post holder will also be expected to deal positively and promptly with staff concerns and personal problems, challenge staff on any inappropriate behaviours or poor performance and investigate and deal with complaints as required. Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc.