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Description

Role Overview

The support of IT at RPC is key and a vital function that ensures the firm can provide full service to our clients in accordance with our client service standards. An opportunity has arisen to recruit a highly motivated, talented and enthusiastic team player to join the IT User Support team as the first point of contact for supporting RPC’s people.

This role is responsible for the day-to-day IT support and service of all RPC offices (London, Bristol, Hong Kong & Singapore). This includes technical troubleshooting, providing solutions, educating RPC users on the standard ways of working and training them on systems as and when required. This role involves being an advocate for IT and ensuring delivery of RPC systems and services. Feeding back to the IT Service Delivery Manager on suggestions and improvements that can be made, education and the customer service provision.

Adhering to the ITIL framework, providing swift responses to incidents, requests and enquiries raised by the business, investigation of incidents and problems by adhering to standard operating procedures and troubleshooting skills through resolution. When necessary liaising with IT colleagues and carrying out trend analysis to avoid problems in the future within SLA response times.

Being a member of the IT team ensuring that a world class customer service is provided to the business, working closely and collaboratively with other IT teams to ensure a strong relationship is maintained between IT and the business.

Reports to

IT User Support Team Leader

Position requirements:

Acting as the first point of contact for all business IT enquires, answering calls/emails and walk-ups in a professional and helpful manner, with the objective of completely understanding the caller’s problem or requirement. Provide customers with regular updates ensuring they are fully aware of the status and progress of their call.

• Excellent understanding of ITIL best practice, ability to follow ITIL processes and procedures. Investigating and resolving incidents to the best ability and ensuring all enquires are recorded effectively in our call logging system.
• Supporting and troubleshooting RPC technologies as specified in the technical requirements below, maintaining excellent relationship and communication with International IT contacts ensuring sharing of knowledge and procedures.
• Monitoring ITSM call queues to ensure all tickets are being dealt with effectively and according to the service standards. Contribute to Service Desk team meetings from an incident management perspective and actively share information and knowledge with all members of the team.
• Aim to continually improve levels of IT skills and knowledge. Comprising service desk support, the incident management cycle, problem management and change management and the support processes necessary to ensure service quality and customer service. Incidents and requests are received via telephone, email, or face-to-face visits. Technical support and providing advice using the most appropriate method such as telephone, remote access, email, or a desk side visit.
• Provide first, second and third level technical support as part of the Global IT User Support team. Take ownership of incidents and requests recording, prioritising, regularly updating tickets and users, investigating, and troubleshooting to identify the root cause through to resolution. When necessary, liaise and escalate to other technical teams.
• Responsible for handling Incident and Problem escalation, ensuring all Incidents and Service Requests are dealt with in Service Level Agreements (SLA) targets, and that customers are kept updated regularly.
• Consistently deliver high levels of customer service and best practice standards by considering business objectives, IT policies, processes, and procedures. Always supporting and driving a customer care philosophy that ensures customer satisfaction within the IT road map.
• Act positively as an IT representative by promoting decisions made about equipment selection, services policies, and projects.
• Access and submit articles to the knowledge database, maintenance of documentation, standards, and procedures to aid incident resolution. Work with IT teams to produce documents and process to provide a consistent service to the business.
• Proficient knowledge of Active Directory to perform system administration activities such as user account management and support.
• Provision the configuration of hardware, computer, laptops, Polycom telephones and mobile phone technologies.
• Windows 10 – certification or equivalent experience
• ITIL methodology experience where possible.
• MS Office 365 – MOS certification or equivalent experience
• Document Management Systems (iManage)
• Mobile Device Management (MS Intune)
• Good knowledge of networking e.g., TCP/IP, WAN/LAN, patching etc
• Contact Relationship Management system (Interaction – preferred but not essential)
• Practice Management Systems (Aderant – preferred but not essential)
• Digital Dictation (BigHand – preferred but not essential)
• Citrix and Time Recording Software (Aderant Expert Time – preferred but not essential)
• Softphone administration (8*8 – preferred but not essential)
• Support the role out of IT projects by managing user expectations, work with the IT teams and others as and when required to ensure a smooth delivery.
• Keep up with the IT project road map and communicate with users to build a better relationship between IT and the business.
• Strong communication skills both verbal and written. Ability to write and send communications to the business.
• Influencing users and the business to understand how they can better use the firm’s technologies, applications, and processes to improve the way they work.
• Analyse training needs for the user community and feedback to the IT Learning Team.
• Sustain skills that are appropriate for the role and for the business.
• Organise work tasks and projects as guided by the management team.

Working conditions:

Shift base as follows – 37.5 hours a week rota:

• 08:00 – 16.30.
• 30 – 17.00
• 00 – 17.30
• 30 – 18.00
• 30 – 20.00

Hybrid working depending on on-site requirements (Meetings/Room Support/Hardware setups)

Out of hours work when required either before or after normal shift hours and at weekends (Overtime)

Providing 24/7 on-call support on a rota basis post probation

Providing additional cover for shifts during holidays and sickness.

Some moving and lifting of moderately heavy IT hardware and peripherals.

Use of telephone headset and sitting for extended periods of time

Please note that you may be asked to cover other shifts at any given time to ensure that support meets the needs of the business.

Please note that you may be asked to travel to another site at any given time to ensure that support meets the needs of the business.

Join the on-call rota support at weekends for both Asia and UK colleagues (please refer to On-Call Policy for further information)