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Reports toGroup IT Manager



To provide first line support on the Information Technology Helpdesk, handling incoming calls, emails, assigning and managing calls, providing general administrative support to the IT Department. Dealing with and resolving helpdesk requests e.g. adding users, Active Directory updating, e-mail account creation, general IT trouble shooting.

Maintain appropriate logs of equipment, users and operational activities.

Basic installation, configuration and support of IT equipment (PC, laptops, printers etc.)

Work as a team member, providing support to colleagues as and when required.

There may be the occasional need to provide direct field support (in person) for installations and IT Support in any Rybrook or Princess office or any location where Rybrook or Princess activities are taking place (e.g. for home workers). This may include basic user training e.g. in how to use IT equipment.

Key Accountabilities

· Accurately record calls to the Information Technology Helpdesk using paper-based and computerised systems and procedures

· Assign calls to IT Department staff, monitoring progress with staff and external suppliers, keeping end users informed of progress

· Respond to incoming calls/emails in accordance with priorities and agreed service levels.

· Provide excellent customer service to IT users


Essential Knowledge, Skills and Experience


· Sufficient experience in an IT support environment or demonstrable ability while working in an end user department at least 1 year

· Sufficient experience working in a service delivery role at least 1 year

· Experience of use of the products in use as part of the technical strategy

Technical skills

· Experience in the use of Microsoft Windows/Microsoft Office as a user

· Good knowledge of PC platform and Microsoft environment

· An understanding of the principles of networking and internet technologies

· An interest in Information Technology and a keenness to develop IT skills

Organisation skills

· Problem solving skills specifically root cause analysis

· Able to work effectively in a busy office environment

· Good organisational and time management skills

· Commitment to delivering a high standard of work

People skills

· Strong interpersonal skills, able to deal effectively with people at all levels

· Good written and verbal communication skills


  • On-site parking

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