Support AnalystWe are searching for an experienced Support Analyst
NationalTechnology is an internal service team at RSM UK whose purpose is to deliverand manage the technology solutions to support the firm’s ambitious growthplans as well as day-to-day operations. RSM recognises the strategic importance of IT and Digital to the futureof the business and is investing in IT and digital skills and solutions tobetter serve the needs of our clients and people.
Job Summary
To 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 15:30
08:30 to 17:00
10:30 to 19:00
Providing regular attendance and support within RSM offices as part of a scheduled programme, and as directed by the Regional Managers
Responsibilities
1. Respond to queries raised via a National telephone number, email, and through Service Manager
2. Troubleshoot and seek to resolve to completion all reported IT issues
3. Liaise/Escalate calls to National IT teams and Regional Managers as appropriate
4. Unpack, set up, install and repair desktops, laptops and servers including full client software installations, on a Windows 10 Enterprise Platform
5. Assist users in access to, and use of, all relevant application.
6. Configuration and maintenance of network printing and multi-function devices
7. Manage space availability on Network volumes
8. Assist the National IT Faculty in deployment of new software, and resolution of any local issues relating to LAN / WAN
9. Apply patches and updates as directed by the ITF
10. Maintain security of the systems as defined by the Director of IT
11. Applying the Starters/Leavers Process in conjunction with HR
12. Provide user help/training via a variety of resources
13. Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
14. Provide regular on-site visits to offices as agreed with Regional Managers
15. Regular updates on progress to the Regional Managers
The Role Requires
16. Excellent communication skills – particularly telephone and written
17. Experience of working in a professional practice environment
18. The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match
19. Familiar with maintenance and administration of Windows 10 Enterprise, Windows Server through ADS
20. The use of a centralised helpdesk call logging environment
21. A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
22. Good knowledge of Microsoft Office 365 is essential
23. Good problem solving and diagnosis skills
24. Able to prioritise and manage conflicting demands
25. Working knowledge of working in a virtualised environment
26. Thorough understanding of file access and management in a WAN / LAN environment
27. Familiar with wireless networks and networking
28. Use of Audio/Visual equipment and installations
29. Ability to work to tight deadlines
Attributes
30. Customer Focussed Attitude
31. Excellent communication & Interpersonal skills
32. Good team player
33. Good end user skills
34. Smart appearance
35. Must have a flexible working attitude in regard to hours and location
36. Diplomatic
37. Inquisitive
38. Desire to learn
39. Self -motivated
40. Self-confident
41. Able to work under pressure
42. Ability to train and assist users
Experienced hirePermanentGLASGOWTechnology & Digital Advisory