Support Analyst

Customer Support & Experience
April 2, 2024

Job Description


Job title: Support Analyst

Company: RSM International

Job description: Support AnalystWe are searching for an experienced Support AnalystJob SummaryTo provide support, as part of a national support team, responding to IT issues raised by staff regardless of location.The hours of support provided across the team will be 7am till 7pm, comprising three work patterns:07:00 to 16:0008:30 to 17:3010:00 to 19:00Providing regular attendance and support within RSM offices as part of a scheduled programme, and as directed by the Regional ManagersResponsibilities

  • Respond to queries raised via a National telephone number, email, and through Service Manager
  • Troubleshoot and seek to resolve to completion all reported IT issues
  • Liaise/Escalate calls to National IT teams and Regional Managers as appropriate
  • Unpack, set up, install and repair desktops, laptops and servers including full client software installations, on a Windows 10 Enterprise Platform
  • Assist users in access to, and use of, all relevant application.
  • Configuration and maintenance of network printing and multi-function devices
  • Manage space availability on Network volumes
  • Assist the National IT Faculty in deployment of new software, and resolution of any local issues relating to LAN / WAN
  • Apply patches and updates as directed by the ITF
  • Maintain security of the systems as defined by the Director of IT
  • Applying the Starters/Leavers Process in conjunction with HR
  • Provide user help/training via a variety of resources
  • Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
  • Provide regular on-site visits to offices as agreed with Regional Managers
  • Regular updates on progress to the Regional Managers

The Role Requires

  • Excellent communication skills – particularly telephone and written
  • Experience of working in a professional practice environment
  • The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
  • Familiar with maintenance and administration of Windows 10 Enterprise, Windows Server through ADS
  • The use of a centralised helpdesk call logging environment
  • A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
  • Good knowledge of Microsoft Office 365 is essential
  • Good problem solving and diagnosis skills
  • Able to prioritise and manage conflicting demands
  • Working knowledge of working in a virtualised environment
  • Thorough understanding of file access and management in a WAN / LAN environment
  • Familiar with wireless networks and networking
  • Use of Audio/Visual equipment and installations
  • Ability to work to tight deadlines

Attributes

  • Customer Focussed Attitude
  • Excellent communication & Interpersonal skills
  • Good team player
  • Good end user skills
  • Smart appearance
  • Must have a flexible working attitude in regard to hours and location
  • Diplomatic
  • Inquisitive
  • Desire to learn
  • Self -motivated
  • Self-confident
  • Able to work under pressure
  • Ability to train and assist users

Experienced hirePermanentMILTON KEYNESTechnology & Digital Advisory

Expected salary:

Location: Milton Keynes

Location

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