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IT Helpdesk Practitioner

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.
  • 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

  • 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
  • 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
  • Diplomatic
  • Inquisitive
  • Desire to learn
  • Self -motivated
  • Self-confident
  • Able to work under pressure
  • Ability to train and assist users
Apply on company website

Central Square
29 Wellington Street

0113 285 5000

Job Vitals

Type: Full Time

Reference Number: 76228