To provide support, as part of the remote based National IT Helpdesk team, resolving tickets raised by email, telephone and service manager, for IT related issues raised by staff regardless of the location. To log and keep “calls” up to date using the software provided and be able to support staff through various methods to diagnose and resolve issues.
The hours of operation of this service will be 8am till 6pm, comprising two shifts of 08:00 – 16:30 and 09:30 – 18:00
In addition to providing Helpdesk support there will be occasions where the successful candidate is required to support and work out of other RSM Offices.
Responsibilities
Respond to queries raised via the National Helpdesk telephone number, email, and through service manager
Troubleshoot and seek to resolve to completion all reported IT issues that can be resolved remotely.
Liaise/escalate calls to office-based members of the IT support team when issues need “hands on” attendance to resolve them
Liaise/escalate calls to National IT teams and Regional Managers as appropriate
Assist users with access to, and use of, all relevant applications
Maintain security of the systems as defined by the Director of IT
Applying the Starters/Leavers Process in conjunction with HR
Assist the local office-based IT support staff to conduct remote New Starter Inductions where required
Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
Regular updates on progress to the Regional Manager
Minimum Qualifications
Skills/Experience
The use of a centralised helpdesk calls logging environment, Service Manager preferred
Experience of working in a professional practice environment
Excellent communication skills – particularly telephone and written
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
Familiar with Citrix/Terminal services-based technologies
Backup and restore procedures using Enterprise level solutions.
A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
Good knowledge of Office 365 is essential
Excellent 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
Ability to work to tight deadlines
Attributes
Customer Focused 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
