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# Support Analyst

- **Company:** RSM UK Group LLP.
- **Location:** Glasgow, UK
- **Salary:** £29,215.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, File Systems, Windows Servers, Print Servers, Wide Area Networks, Wireless Networks, Data Logging, Information Technology, Laptops
- **Published:** September 13, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/4625900903

## About the Role

* Excellent communication skills - particularly telephone and written
 * Experience of working in a professional practice environment
 * The ability to assess each User's level of IT knowledge and be able to deal with or adapt assistance to match
 * Familiar with maintenance and administration of Windows 10 Enterprise, Windows Server through ADS
 * The use of a centralised helpdesk call logging environment
 * A good understanding of IT/Data Security policies and procedures and reporting/escalating any non-adherence.
 * Good knowledge of Microsoft Office 365 is essential
 * Good problem solving and diagnosis skills
 * Able to prioritise and manage conflicting demands
 * Working knowledge of working in a virtualised environment
 * Thorough understanding of file access and management in a WAN / LAN environment
 * Familiar with wireless networks and networking
 * Use of Audio/Visual equipment and installations
 * Ability to work to tight deadlines

Attributes

 * Customer Focussed Attitude
 * Excellent communication & Interpersonal skills
 * Good team player
 * Good end user skills
 * Smart appearance
 * Must have a flexible working attitude in regard to hours and location
 * Diplomatic
 * Inquisitive
 * Desire to learn
 * Self -motivated
 * Self-confident
 * Able to work under pressure
 * Ability to train and assist users

## Description

To provide support, as part of a national support team, responding to IT issues raised by staff regardless of location.

The hours of support provided across the team will be 7am till 7pm, comprising three work patterns:

07:00 to 15:30

08:30 to 17:00

10:30 to 19:00

Providing regular attendance and support within RSM offices as part of a scheduled programme, and as directed by the Regional Managers

Responsibilities

 * Respond to queries raised via a National telephone number, email, and through Service Manager
 * Troubleshoot and seek to resolve to completion all reported IT issues
 * Liaise/Escalate calls to National IT teams and Regional Managers as appropriate
 * Unpack, set up, install and repair desktops, laptops and servers including full client software installations, on a Windows 10 Enterprise Platform
 * Assist users in access to, and use of, all relevant application.
 * Configuration and maintenance of network printing and multi-function devices
 * Manage space availability on Network volumes
 * Assist the National IT Faculty in deployment of new software, and resolution of any local issues relating to LAN / WAN
 * Apply patches and updates as directed by the ITF
 * Maintain security of the systems as defined by the Director of IT
 * Applying the Starters/Leavers Process in conjunction with HR
 * Provide user help/training via a variety of resources
 * Promote and implement only National IT Standards as set by the IT Faculty, and ensure they are complied with
 * Provide regular on-site visits to offices as agreed with Regional Managers
 * Regular updates on progress to the Regional Managers