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1st Line IT support

We are looking for an enthusiastic individual to join our global service desk team based on Milton Park.
As part of a global Service Desk team you will provide support to RPS teams across multiple locations globally, using the ITIL framework as a model for best practice
This role requires tenacity, a can-do attitude, where absolute delivery is a key behaviour. Your positive outlook will contribute to a high performing team. The role will see you further your technical skills and professional expertise in a dynamic and challenging environment.

Key Responsibilities
• Usage of the Service Management Tool (ITSM) to record and manage incidents in accordance with processes and within SLAs.
• Using an ITIL framework, provide technical support within SLAs.
• Escalating tickets to 2nd tier, as necessary.
• Working as part of a global team
• Accountable for achieving 1st level fix rate in accordance with departmental KPIs by developing and maintaining a good overall knowledge of the Technology Services and Infrastructure supported by them
• Obtain a good working knowledge of RPS as a business and what its main reliance on the Technology infrastructure is
• Ensure all calls and tickets are effectively recorded and managed and owned through resolution and closure
• Act 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
• Ensure adherence to Global Technology policies at all times
• Accountable managing and monitoring internal assets to ensure accurate inventory records
• Provide technical and administrative assistance to other Technology teams as required
• Work flexibly to ensure coverage of core business hours ….
• Additional duties as necessary
• Driving continuous improvement by sharing and receiving knowledge on our services and solutions to drive the service closer to the end user
• Installation of software packages.
• Updating documentation and knowledge articles.
Education and experience
• Minimum 1 years Technology Support experience in a similar role.
• 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
• Minimum of 1 years’ experience of providing customer service
• Excellent communication skills and willingness to help.
• 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.
Our benefits include:
25 days holiday + bank holidays, Option to purchase up to 5 extra days per year, Company pension scheme, Group disability scheme, Share incentive scheme, Life assurance, Cycle to work scheme.

About RPS Group
RPS is a leading global professional services firm of 5,600 people. We define, design and manage projects that create shared value in a complex, urbanising and resource-scarce world.
Connecting with our global expertise we make it easy for our clients to create winning solutions for their communities and their clients. By being confidently pragmatic we solve problems that matter. We make complex easy.

RPS is an equal opportunity employer.