Support Analyst

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 16:00
08:30 to 17:30
10:00 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 applications.


• 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.


• Provide regular on-site visits to offices as agreed with Regional Managers.


• Regular updates on progress to the Regional Managers.
  
  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.