Support Analyst

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 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 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

Diversity and Inclusion at RSM
At RSM, we want to create a strong sense of belonging so that people of all identities, backgrounds, and cultures feel they can bring their true self to work. Our clients come from all walks of life. We aim to achieve that same diversity of background, experience and perspective in our own teams, so that we can genuinely understand our client's needs. Diverse teams bring a broader range of ideas and insights to work. That's why we're working together to ensure our firm's principles and processes support a firm culture that embraces difference and strengthens inclusion.
At RSM we work hard to create an environment where our people can make a difference - to themselves, their career, their teams, and to the success of our firm and clients. We support all our people to work flexibly, to manage their family and other responsibilities alongside their work commitments; we believe this is key to achieving an inspiring and fulfilling working environment.]]>