Support Analyst

Milton Keynes, Buckinghamshire, United Kingdom
We are searching for an experienced Support Analyst
Job Summary
To provide support, as partof a national support team, responding to IT issues raised by staff regardlessof location.
The hours of support provided across the team will be 7am till 7pm, comprisingthree 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
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
MILTON KEYNES
Technology & Digital Advisory
Couldn't find a suitable vacancy? Please submit your CV here
Working hereThousands 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
#J-18808-Ljbffr