Technology Helpdesk Analyst

Rothesay is the UK’s largest pensions insurance specialist, purpose-built to protect pension schemes and their members’ pensions. With over £68 billion of assets under management, we secure the pensions of more than one million people and pay out, on average, approximately £200 million in pension payments each month.

Rothesay is dedicated to providing excellence in customer service alongside prudent underwriting, a conservative investment strategy and the careful management of risk. We are trusted by the pension schemes of some of the UK’s best known companies to provide pension solutions, including British Airways, Cadbury, the Civil Aviation Authority, the Co-Operative, Morrisons, Smiths Industries and Telent. At Rothesay, we are striving to transform our industry. We believe deeply in creating real security for the future and our leadership in finding new and better ways to do that is the key to our success. To do that, we need the very brightest original thinkers to bring creativity as well as rigour. Rothesay is a rewarding place to work, where quality people can thrive and prosper. We pride ourselves on the connections our people build, many of whom have been with us for over ten years.

As a key member of our IT operations team, the BAU Ops Helpdesk Analyst is responsible for providing first-line support across a broad range of technologies and systems. This role is critical in ensuring the seamless operation of our company's IT infrastructure, including desktop applications, Microsoft technologies, audiovisual support for meeting rooms, and first-line network support. The ideal candidate will be technically adept, highly organized, and possess excellent communication skills to provide top-notch service to our users. You will need to work both independently, with others and be able to work under pressure to meet deadlines. A flexible working approach is important, as some out of hours working may be required.

Key Responsibilities

• Provide first-line support for IT-related queries and issues, focusing on desktop applications, Microsoft technologies (including Azure and Office 365), and network connectivity.
• Offer audiovisual support for meeting rooms, ensuring equipment such as projectors, teleconference systems, and software platforms like Zoom and Microsoft Teams are functioning correctly.
• Perform basic network support tasks, including patching, monitoring network performance, and troubleshooting connectivity issues.
• Log, track, and manage support tickets through our ITSM tool, ensuring timely resolution and high-quality documentation of issues and resolutions.
• Assist with account management tasks, including setup, password resets, and permissions adjustments for Azure and Office 365.
• Escalate complex or unresolved issues to higher-level support teams while maintaining communication with users and stakeholders.
• Contribute to the creation and maintenance of IT documentation, guides, and FAQs to aid in user self-service and team knowledge sharing.
• Participate in IT projects, including system upgrades, deployments, and the introduction of new technologies.
• Maintain a customer-first approach, delivering professional and courteous service to all users, with a commitment to resolving issues efficiently.
• Assist with user onboarding and offboarding.
• Hardware support, including, desktops, laptops, mobiles and printers.

Required Skills and Qualifications

• Degree in Information Technology, Computer Science, or related field, or equivalent work experience (including apprentice work).
• Minimum of 2 years’ experience in a helpdesk or technical support role, with specific experience in desktop support, Microsoft technologies, and network fundamentals.
• Proficiency in supporting audiovisual technology in a corporate setting, including setup and troubleshooting of equipment and software for meetings and presentations.
• Strong familiarity with Microsoft Azure, Office 365, and other Microsoft technologies.
• Excellent troubleshooting skills across a range of IT systems and technologies.
• Strong communication skills, capable of effectively interacting with users at all levels within the organization.
• Ability to manage time effectively, prioritize tasks, and work under pressure.
• Relevant IT certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals, Microsoft 365 Certified: Fundamentals) are highly desirable.

Work Environment

This position may require lifting of equipment, bending, and kneeling to install or repair equipment. The role also involves shift work, the team operates on a rota, early shift (7:30am start), mid shift and late shift (7pm finish).

Disclaimer This position description is intended to describe the duties most frequently performed by an individual in this position. It is not intended to be a complete list of assigned duties, but to describe a position level.  The role shall be performed within a professional office environment. Rothesay has health and safety polices that are available for all workers upon request.  There are no specific health risks associated with the role.

Inclusion
Rothesay actively promotes diversity and inclusivity. We know that our success depends on our people and that by nurturing a culture that values difference, we create a stronger, more dynamic business. We welcome applications from all qualified candidates, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.