1st Tier Service Desk Analyst

at  RPS Group

WE KNOW WE DEVELOP BETTER SOLUTIONS TOGETHER.

That’s why we’re committed to ensuring Fairness, Inclusivity, and Respect in all that we do. For us to live our purpose of creating shared value and to deliver on our promise to ‘make complex easy’ – for us and for our clients, we continue to build a culture where different working styles and experiences can thrive to achieve exceptional results.
We’re proud to be a Disability Confident Employer and work in partnership with Inclusive Employers. We’re also proud to support reservists and their families, having signed the Armed Forces Covenant. An inclusive culture enables our people to do things differently, working in ways to suit them while delivering their best for RPS. That’s why we’ve created working groups as true inclusion is a journey that involves learning, collaboration, and engagement.
Please let us know if you require any adjustments during the interview process, we can then make reasonable changes to support you in performing to the best of your ability.

• 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.