At Roke

Roke is a world-class technology and engineering consultancy. Roke delivers advanced research, development services and products to high profile customers who come to Roke with varied and challenging problems to solve.  

The IT department sits within the Corporate Services directorate and plays an important part in enabling Roke to deliver customer work.  The department provides effective, compliant, secure and resilient technical infrastructures, allowing our people to work effectively wherever they are based. 

Travel to other Roke sites as necessary in the performance of the role may potentially be required.

This is an existing role and reports to the Service Desk Manager.  

Job Purpose & Key Responsibilities 

Log calls using the Help Desk software whenever calls come in through the Help Desk system, by phone, email or in person

Management of personal call queue, ensuring calls are closed in a timely fashion

Provide updates and ensure communication with the user is maintained.

Escalation of calls to the IT Operations team or Management as necessary

User Administration within the following environments: Active Directory (On Prem and Azure), Exchange, Teams, SharePoint, ExtremeCloud, and RSA

Perform software builds/rebuild on laptops and desktops as required

Troubleshoot hardware and software faults with IT equipment

Ensuring that documentation is kept up to date with current procedures and processes  

Always fully comply with Roke’s policies and procedures 

Undertake such other reasonable duties, commensurate with the job holder’s experience and qualifications, as may be required for the smooth operation of the business 

Knowledge, Skills & Experience

Previous Service Desk experience

Windows (desktop and server) operating systems technical skills – including build and issue resolution

Linux technical skills – including build and issue resolution

Ability to support Windows AD, Azure AD, Office 365, Exchange, M365 (including Sharepoint, Teams etc)

Powershell scripting

InTune and SCCM

Understanding of networking 

Ability to prioritise 

Problem solving

Understanding and experience of ITIL is an advantage

Communication skills – both verbal and written

Customer service focus

Enthusiastic and self-starting 

What we can offer you?

This position offers a competitive salary and benefits package, including bonus scheme, private medical insurance employee assistance program and pension, along with a whole host of flexible benefits including flexi-leave (up to 8 days per year), travel insurance and dental care.

We are committed to a policy of Equal Opportunity, Diversity and Inclusion.

Our working environment is friendly, innovative and inclusive. We will consider flexible working arrangements, and support a diverse work-force and those with additional needs.

Security

Due to the nature of this position, we require you to either hold or be eligible to achieve SC clearance. As a result, you should be a British Citizen and have resided in the UK for the last 5 years for SC