IT Helpdesk and Facilities Coordinator

Do you have experience of working in a busy IT helpdesk team and are looking for your next challenge where you can influence the IT strategy for the future? We are looking for an IT Helpdesk and Facilities Coordinator to join the IT team working from our Surrey office with the opportunity to work from our London office once a week.  

About Us: 

Established in 1933, Rawlinson & Hunter LLP stands as a leading accountancy and tax practice, renowned for our distinguished reputation. Our core values emphasise a commitment to excellence and a supportive, diverse work environment where every individual is valued. 

With a rich history of providing exceptional service to our clients, we take pride in our role as trusted advisors in financial matters.  

The firm invests heavily in best of breed IT systems and also develops bespoke software. The IT team provide a 1st and 2nd line support service to the firm across both offices as well as support the infrastructure of our IT systems.  We are coming towards the end of a project which has transitioned our core systems to the cloud.  

The team also support some of our overseas offices.  

What You’ll Do: 

To help manage a busy IT helpdesk alongside a team of three analysts servicing approximately 300 users across 2 sites.  Ensuring prompt attention to tickets and calls to the helpdesk and seeing them through to resolution.  This role will involve allocating tickets to the team members while monitoring their capacity.  The role also includes resolving helpdesk issues directly. 

A smaller part of the role is assisting the operations team with the facilities helpdesk for the Leatherhead office.  This involves resolving building related issues and generally dealing with staff and contractors, when required.  Technical issues are generally resolved by our Facilities Management company so this role does not require any specialist skills, only common sense and organisational skills. 

For the avoidance of doubt, this is primarily an IT focussed role with the facilities element being relatively minor. 

Helpdesk Coordinator 

• Monitoring the helpdesk ticketing system and allocating tickets to helpdesk team members while taking account of availability and capacity
• Resolving helpdesk calls and tickets directly promptly and to a high standard
•  Ensuring that tickets do not become stale and that users are kept fully informed
•  Involvement in various aspects of the IT department
• Assisting with system upgrades and installations 
• Development of processes and procedures to improve the delivery of IT services 
• Working with suppliers to resolve issues, where needed
• Provision of data and statistics 
• Working on IT projects as required

Facilities Coordinator 

• Assisting the operations team (Reception staff, Practice Manager and Operations Director) with the resolution of facilities issues at the Leatherhead office
• Managing the facilities helpdesk mailbox
• Assisting with ad-hoc facilities projects and work as required

What We’re Looking For:

• Extensive commercial IT experience 
• Experience of Microsoft products.  A good level of Microsoft 365 knowledge is essential
• Exposure to virtual desktop infrastructure technology is desirable but not essential 
• Professional services experience desirable 
• A self-starter, able to prioritise own workload and the workload of others 
• Excellent communication and interpersonal skills with a desire to exceed expectations 
• Be confident, analytical and with the ability to communicate technical matters to end users

Why Join Us: 

At Rawlinson & Hunter LLP, we offer a supportive and inclusive environment that encourages professional growth and a competitive salary with a generous benefits package.  Join a collaborative atmosphere with exposure to diverse, high-quality clients.    

We are an equal opportunities employer and pride ourselves on fostering an inclusive workplace that values diversity.