DOHERTY & ASSOCIATES

Responsibility

• act as a first point of customer contact, responding promptly to phone, webchat, and support portal tickets from customers
• accurately log and efficiently progress tickets within ConnectWise Manage platform
• manage, investigate and resolve or escalate tickets as required
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• deliver an outstanding customer service through all types of communication
• keep detailed notes and time entries within tickets
• be the escalation point for Request Engineers. Provide guidance and coaching to help resolve tickets
• ​Follow the existing procedures and act as a champion of documentation on the desk, amend and create new guides where applicable
• ​Accurately complete daily timesheets and expenses reporting requirements
• deliver an outstanding customer service through all types of communicationAs part of a wider team, answer incoming calls from customers and create tickets, or route calls through to other engineers as required
• promote an inclusive, collaborative, and respectful working environment
• resolve tickets within your technical ability and collaborate with the wider team to find solutions
• support training and onboarding of junior and new engineers in the DA office
• reporting to the Service Desk Team Lead, the 1st Line Support Engineer is responsible for providing remote support to DA’s customers, mainly via phone, email, webchat and remote connection software to endpoints and servers

Requirements

• background of working in a Managed Service Provider or B2B environment, ideally supporting various clients
• background of working in a Managed Service Provider environment, supporting various clients
• experience of working within the ITIL framework
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• experience of working within ITIL framework
• hands-on experience of working with Office 365 and ideally E3, E5, EMS/Azure IaaS
• hand-on experience of working with Cloud technologies such as Office 365 Enterprise /Azure IaaS
• good troubleshooting experience of Microsoft Desktop Operating System
• advanced troubleshooting experience of Microsoft Server and Desktop Operating System
• experience of working within Hyper-V and/or VMWARE environments
• one of the Microsoft qualifications : MD 101, MS-100, MS-101

Earnings for position support engineer

Responsibility

• work within an assigned territory of customers, to ensure the achievement of ‘retain’ and ‘growth’ sales objectives
• manage an assigned territory of customers, to ensure the achievement of ‘retain’ and ‘growth’ sales objectives
• support the Client Director with the management of accounts
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• lead the relationship in your individual accounts, and support the Client Director with management of other accounts
• collaborate with internal stakeholders within DA to manage the customer account effectively, (all aspects from finance, presales and managed services
• work collaboratively with marketing activities , to assist in the sales effort of attracting new customers
• participate in DA marketing activities , to assist in the sales effort of attracting new customers
• review and report progress on a weekly basis, adjusting activities to ensure ongoing achievement of KPIs, forecasts and sales targets
• ensure that customers receive regular communication regarding the management of their accounts, including service reports, reviews, and quotations
• ensure that customers receive regular communication regarding the management of their account, including service reports, reviews and quotations
• collaborate with internal stakeholders within DA to ensure an effective customer account management

Requirements

• background in selling IT services
• demonstrable experience of successful account management, either as a quota carrying sales person or ‘inside sales’ professional
• demonstrable experience of account management, either as a quota carrying sales person or ‘inside sales’ professional
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• track record in meeting or exceeding set targets
• self-motivated and a self starter, with ability to bounce back

Earnings for position account executive

Responsibility

• own the management of the office space; be the first point of contact for office-related matters for our staff and visitors
• ​Be the first point of contact and manage all office related matters
• ​Ensure that office related stock is well maintained at all times
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• own the office-related budget; ensure that office stock is well maintained at all times
• ​Review existing and develop new office procedures to promote consistency, quality and good customer service
• support the CFO with the property related matters
• ​Create and manage office communication boards
• ​Support the CFO with the property related matters
• own the office procedures; regularly review and improve to adapt to the modern ways of working . Communicate changes, ensure consistency
• ensure the office space is well maintained – take pride in creating a great working environment for staff and a presentable space for visitors
• ​Ensure the office space is well maintained – take pride in creating a great working environment for staff and a presentable space for visitors
• planning & management of meetings – ensure that the meeting rooms and technology tools are set up and ready for use
• ​Documentation – collate presentations, reports, minutes as and when required by the CEO and/or the rest of the Executive team in a timely manner
• create and manage policies and procedures including regular staff & visitor communication, new staff safety briefings
• work with the HR Business Partner to ensure clear and consistent delivery of specific H&S initiatives
• ​Travel Coordination - Arrange and organise travel for the CEO and the Executive team as and when required
• scheduling & calendar management - Act as a gatekeeper and reduce unplanned interruptions to the Executive’s workflow as much as possible
• assist with coordination of recruitment activities and new starter onboarding
• ​Assist the CEO and other Executives with timely and the correct management of their teams absence records, holiday requests, etc
• travel Coordination - Organise travel for the CEO and the Executive team as and when required
• documentation – collate presentations, reports, and minutes as and when required
• act as the Fire Marshall and First Aider for the London office. Ensure that the business is compliant with the number of first aiders and fire marshals
• maintain the accident book and first aid box

Requirements

• previous experience in an Office Manager role
• previous experience of managing corporate office independently
• previous experience of supporting the CEO/Executive Team in an a corporate, entrepreneurial and fast-paced environment
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• your main responsibility will be to manage our corporate office space, incl
• evidence of owning the H&S policies and procedures for the business
• experience of establishing processes from ground zero
• ownership of the Heath and Safety aspect
• experience of organising corporate events
• experience of making considered judgement calls independently
• previous experience in supporting the CEO in a corporate environment – acted as a gatekeeper
• you will also chair our Social and Charity Committee; driving and organising Company events
• ability to make considered judgment calls independently
• previous experience of working in a professional services environment
• experience in writing business communications
• excellent planning & execution skills
• you will be a key influencer in ensuring that we create the “best place to work” for our employees by maintaining an attractive and safe workplace

Responsibility

• prepare and post prepayment journals
• update the fixed asset register and post depreciation
• perform WIP calculation for professional services projects; work with the PMO to report on monthly revenue recognition
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• input the adjustment journals as required
• reconcile the bank
• reconcile allocated balance sheet accounts
• partner with managers regarding their departments financial information
• produce various reports to support business queries / as required by the FC /CFO
• perform prospective client credit checks
• cover Purchase Ledger processes when required
• other tasks
• prepare information for the annual statutory audit as required
• update the fixed and intangible asset register and post-depreciation
• prepare reports, including creating the aged debtors report for the monthly accounts, weekly time booking reports, monthly salary reports
• cover purchase ledger processes when required
• perform WIP calculation for professional services projects, and work with the PMO to report on monthly revenue recognition
• partner with managers regarding their department's financial information
• administer employee benefits schemes – add and remove users and be the first point of contact for employee benefit queries
• reconcile the bank, including our invoice financing facility accounts
• reconcile billing in our CRM to the Accounting System
• produce the weekly aged debtors report and lead the weekly credit control meeting with Sales and Operations

Requirements

• educated to degree level
• qualified or studier
• payroll processing experience
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• solid background in SME bookkeeping
• managements accounts and month end experience
• sage 50 experience
• excellent interpersonal skills
• excellent time management skills – experience of delivering to agreed timeframes

Earnings for position management accountant

Responsibility

• manage a portfolio of key clients, ensuring high CSAT and the achievement of sales KPIs
• develop and execute account plans to grow revenue, profitability, and wallet share
• identify and pursue new business opportunities within existing accounts and new logos, leveraging inbound referrals, marketing leads, and self-generation techniques
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• build and maintain strong relationships with senior client decision-makers
• coordinate and collaborate with internal teams to ensure your client expectations are being met
• monitor and analyse account performance, providing regular reports to management and clients
• resolve any issues or escalations that arise, ensuring timely and effective communication
• stay abreast of industry trends, best practices, and competitive intelligence

Requirements

• must have
• track record of account management in the IT industry
• proven track record of achieving targets and KPIs
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• strong knowledge of IT solutions, such as cloud computing, end user services & cybersecurity
• proven experience selling Microsoft solutions
• excellent communication, negotiation, and presentation skills
• ability to build and maintain long-term relationships with clients and stakeholders at all levels
• strategic thinking and problem-solving skills
• flexibility and adaptability to changing market conditions and client needs

Earnings for position account director