1st Tier Service Desk Analyst

4 weeks ago

Abingdon, United Kingdom RPS Group Full time

·Usage of the Service Management Tool (ITSM) to record and manage incidents in accordance with processes and within SLAs, ensuring all calls and tickets are effectively recorded and managed and owned through resolution and closure

·Provision of technical support, escalating tickets to 2nd tier, as necessary.

·Acting as a team player to share information and knowledge to ensure service is consistent and at the highest level that can be achieved

·Create user accounts and configure hardware for all new hires/replacements

·Provide audio and video equipment support to the offices and its conference rooms

·Installation of software packages.

Who we’re looking for

·Minimum 1 year of Technology Support experience in a similar role.

·Experience of providing customer service supported through excellent communication skills and a real willingness to help.

·Technical support experience of Microsoft Windows 10, 8, 7 and Office 365.

·Technical support experience on IOS and Android mobile devices.

·Windows Server, Networking, Active Directory experience would be advantageous.

·Previous PC hardware, printer, scanners, and mobile device troubleshooting desired

·Desired - A BTEC, HND or degree in a technology related subject

·Ability to communicate technical information to non-technical colleagues both written and verbal

·Very good attention to detail and completion of incident records in the ITSM.

RPS, A Tetra Tech company
Representing an exciting new chapter in our business, in January 2023 RPS became a Tetra Tech company. With 27,000 employees in more than 550 offices in more than 120 countries on seven continents, Tetra Tech is a leading, global provider of consulting and engineering services. As a Tetra Tech company, RPS is proud to offer our people market-leading development and project opportunities, helping to solve some of the world’s most complex problems.

What’s in it for you?

Here you’ll find true support and encouragement. We’re an accredited training provider and we support learning and development for everyone. A personal development plan and a transparent career pathway puts you in the driving seat of your career and you’ll be supported as far as you want to go.

We encourage and value different ideas, perspectives, and styles of thinking. We need a mix of experiences and skills to develop the most innovative ideas. We respect one another and recognise the potential and contribution of everyone. You’ll be joining a diverse community and a company that puts its people first and prioritises their wellbeing.

We understand the need to work flexibly, with agile offices and hybrid working offered as standard, we’re happy to talk about flexible working. This is a workplace that works for you.

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