We 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
* 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
* 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 hire
Permanent
GLASGOW
Technology & Digital Advisory
Couldn't find a suitable vacancy? Please submit your CV here
Working here
Thousands of personalities make up RSM and we believe the power of being you, is the power of being understood. Every member of our team brings unique insights and a passion for the middle market companies we champion.
As one of the world’s largest networks of audit, tax and consulting firms, we deliver the big ideas and services that help middle market organisations thrive. Our global network spans more than 120 countries, but our passion is always the same: to help our clients move forward with confidence.
At RSM, we care about our people, it’s what shapes us. No two people are the same, which is why our approach is tailored to their specific needs, beyond the nine-to-five.
The UK group of companies and LLPs trading as RSM is a member of the RSM network. RSM is the trading name used by the members of the RSM network. Each member of the RSM network is an independent accounting and consulting firm which practises in its own right. The RSM network is not itself a separate legal entity in any jurisdiction. Read more
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