Information Technology Support Analyst

Role: IT Support Analyst

Dublin, Ireland

Contract

About RSM As one of the world’s largest networks of audit, tax, and consulting firms, RSM delivers big ideas and premium service to help middle-market businesses thrive. We are a fast-growing organisation with big ambitions – we have a clear goal to become the premium adviser to the middle market, globally. This vision touches everything we do, motivating and inspiring us to become better every day. If you are looking for a firm where you can build a future and make an impact, then RSM is the place for you. RSM Ireland is one of the country’s fastest growing advisory firms, specialising in the provision of audit, tax and consulting services to leading domestic and international mid-market clients. We are a key member of the RSM International network and work closely with over 64,000 colleagues in 820 offices, spanning over 120 countries. RSM International is the world’s most rapidly growing accountancy network and currently ranked No. 6 globally. When you join RSM you’ll have a world of opportunity to build the career you want. It’s your future. Own it at RSM. Our clients range from growth-focused entrepreneurial businesses through to leading multi-national organisations across many sectors and operating nationally and across borders. The Opportunity You will provide support, as part of an international (UK and Ireland) technology support team, responding to IT issues raised by staff regardless of location. This role will require you to predominately work from our office in Dublin but there will occasionally be a need to attend our other offices across the island of Ireland. The hours of support provided by the team span from 7am to 7pm (Monday to Friday) and comprise of three work patterns: 07:00 to 15:30 08:30 to 17:00 10:30 to 19:00 You will regularly attend, and provide support within, RSM offices, as part of a scheduled programme directed by Regional Managers. Responsibilities: • Respond to queries raised via a national telephone number, email, and through Service Manager • Take ownership, troubleshoot, and seek to resolve to completion all reported IT issues • Liaise/escalate calls to the National IT teams and Regional Managers as appropriate • Support the management of our IT fixed assets. • Manage software installations on endpoints using a combination of Microsoft Endpoint Configuration Manager and local installations, on a Windows 10 Enterprise Platform • Assist users in access to, and use of, all relevant applications • Configuration and maintenance of network printing and multi-function devices • Assist the National Technology team in the deployment of new software, and resolution of any local issues relating to LAN/WAN • Apply patches and updates as directed by National Technology • Maintain security of the systems as defined by the Director of National Technology • Applying the Starters/Leavers Process in conjunction with the People Team • Provide user help/training via a variety of resources 1 • Promote and implement only National IT Standards as set by National Technology, 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 • Identify, create, and update Knowledge Base articles, where relevant • Support and maintenance of AV enabled meeting rooms • Perform regular inspection of the Communications room equipment and environment About the ideal candidate The ideal candidate will have the following skills and experience: • Excellent communication skills – particularly telephone and written • Experience of working in a professional practice environment • Comfortable in the provision of support in a cloud-first environment where all servers and application are hosted in Azure. • The ability to assess each User’s level of IT knowledge and be able to deal with or adapt assistance to match • Familiar with the maintenance and administration of applications • 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 • Familiar with wireless networks and networking • Use of Audio/Visual equipment and installations • Ability to work to tight deadlines. • Have a maximum of 5 years’ experience in a similar role. #RSM is an equal opportunity employer 2