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Assist the IT Manager to ensure all systems in WCG function optimally and to provide technical support to all users across multiple branches.

As a member of the IT Help Desk support team, duties will include:

• Responsibility for daily systems procedures and reporting anything of significance to management.
• Being first point of contact for IT support requests.

• Managing many open cases at one time with the ability to prioritise jobs and work under pressure.
• Responding to support requests within agreed time limits and adhering to deadlines.
• Working continuously on a task until completion (or referral to senior analysts when appropriate).
• Installation and configuration of computer hardware, operating systems and applications.
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults.
• Troubleshooting RingCentral VOIP and Meetings, Google Workspace, MS-Office, VPN and printer issues.
• Talking staff through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.

• Responsible for maintenance of daily backup tapes.
• Responsible for monitoring email quarantine and releasing emails after diagnosis.
• Setting up workstations and logon accounts for new staff.
• Training new starters on the use of systems and the firms security policies.
• Reporting to your line manager any information which it would be reasonable to assume would be of material significance, dealing with any other roles the manager deems necessary.
  
  Other Requirements:
• Self-starter with a dynamic, proactive and "can do” attitude with a desire to learn new things.
• Strong customer service ethos.
• Strong written and verbal communications skills.
• Confident and approachable with the ability to work well with people from all backgrounds.
• The ability to work well in a team.
• Highly organised with a strong attention to detail.
• Be able to work effectively during pressure periods while prioritising and multi-tasking.
• Ability to react to events decisively and effectively and suggest innovative solutions to problems.
  
  Experience/Education:

• 6-12 months experience in a helpdesk role although also happy to hear from candidates with no experience as full training will be provided.
• Basic knowledge of MS Windows Server 2012-2019.
• Basic knowledge of MS-Office, Outlook, Word, Excel.
• Basic knowledge of network infrastructures.
• Basic knowledge of cloud technologies.
• Basic knowledge of IT security including Cyber Security.