Support Desk Engineer

Rialtas, a Harris Computer company, are currently recruiting for a Support Desk Engineer on a permanent basis. This position will be undertaken from our rural offices in Swindon.

The Support Desk Engineer provides support to our customers by responding to their queries, contributing to a knowledge base and serving as a key representative of Rialtas ensuring the continuity of our customer service.

You will gain experience within a small and busy support desk, within a niche market and set of customers: You will get the opportunity to contribute towards improving existing support desk processes by applying best practices and will be part of Rialtas’ exciting journey as we seek to grow and develop our products, services and team.

Position & Responsibilities

In performing this role your core duties and responsibilities will include, but will not be limited to:

• Responding to customer enquiries and technical issues via remote support tools: phone: email: Teams
• Diagnosing and troubleshooting software and hardware problems, guiding clients to resolution
• Assisting customers with downloading upgrades: enabling new functionality and features
• Documenting and maintaining accurate records associated with support
• Onboarding customers on to Rialtas suite, advising on the correct use of the software
• Evaluate customer data to resolve support isues
• Identifying and escalating where applicable support tickets that are training requirements
• Assisting with the development and improvement of support processes and documentation
• Other ad hoc duties as required including testing of software

What we are looking for

• Passionate and proactive about delivering exceptional customer service
• Computer literate in Microsoft Packages (Word, Excel, Microsoft Outlook) and strong with IT systems and processes
• Willingness to embrace change and proactively seek ways to improve and drive change
• Patient, friendly and logical manner
• Ability to work well as an individual and as part of a team.
• Experience of working in local government or in a software business – desirable (but not essential)
• Experience of Software/IT Support Desk – desirable (but not essential as the software can be learned)

This is an important role within the business and it provides an exciting opportunity for working alongside a dedicated and inclusive team. This is a fantastic opportunity for a professional just starting out in their career or with limited experience to grow and to make a meaningful impact.

Note: This role is primarily office based, with some potential to work remotely. The candidate may need to travel to client sites and to conferences (UK wide) from time to time.

Hours37.5hrs per week. Usual working hours 08:30 – 17:00 Monday – Friday.

About Us

Supporting the pivotal role that Town and Parish Councils play in shaping the future of local communities, Rialtas Business Solutions Ltd has a nationwide network of over 1000 Town, Parish and Community Councils using our Accounting and Administration Solutions. Our business objective is to provide quality services and solutions, since our inception in 1996.

Today our team comprises talented Solutions Developers, Experienced and Knowledgeable Trainers, Skilled Administrators and Accounting Specialists. We have extensive knowledge of Local Government and Commercial Accounting and Administration practice and are therefore able to advise and instruct on some of the more complicated accounting aspects. We pride ourselves on being able to offer the right Solution whatever the size of the Town, Parish or Community Council. - www.rialtas.co.uk

As a Harris Computer company, we strive to create a respectful and united environment where all members of our globally diverse community are empowered and have equitable opportunities to succeed.

Benefits

Harris offer an extremely competitive UK employee benefits programme. 5 Personal Days leave entitlement are granted over and above the standard 25 days holiday and bank holidays. Harris also offers all UK employees an annual Lifestyle Reward amounting £325.

Supporting your application

Our recruitment process will comprise of interviews and, at times, a written exercise, an assessment day and/or a presentation. As an equal opportunities’ employer, we want to make sure we do all we can to make this a positive experience for you. When applying, please make us aware on your application of any adjustments or additional support we can provide you with before or on the day of an interview.

Renumeration:

Salary TBC, depending on experience. Excellent benefits package.

37.5hrs per week. Usual working hours 08:30 – 17:00 Monday – Friday.