IT Service Desk Analyst

Job Description

Ideas | People | TrustWe’re BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today’s changing world.We work with the companies that are Britain’s economic engine - ambitious, entrepreneurially-spirited and high-growth businesses that fuel the economy - and directly advise the owners and management teams that lead them.We’ll broaden your horizons To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, they explore and they implement the new ideas helping us to change the future of accounting, tax and business consulting. But,just as importantly, they maintain the tech that keeps us advancing. By testing and adopting the future of financial technical solutions, they find new and exciting ways to drive us forward. And you could too. In an IT role at BDO, you’ll become part of ateam that act as the backbone for our business. No matter who you are or what your skillset is, we’ll give you the training and support you need to achieve whatever you put your mind to. We’ll help you succeed Leading organisations trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with them and building long-lasting relationships.You’ll be someone who is both comfortable working proactively and managing your own tasks, as well as confident collaborating with others and communicating regularly with senior managers, directors, and BDO’s partners to help businesses effectively. You’llbe encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to organisations we work with.We are looking to recruit a dynamic customer focused IT Service Desk Analyst operating from the IT Service Desk team in Liverpool providing support across all BDO UK offices. Support is provided for a variety of software and hardware systems used within thefirm, involving all aspects of customer support. The role includes telephone, remote and desk side support.Reporting to the IT Hub Lead, the role will be to assist the delivery of functions within the IT team and the wider BDO business by working on the IT Service Desk and will record and resolve support incidents/service requests when received and escalate issuesto appropriate teams. Ensuring that the BDO IT Support function is operating within defined KPIs and SLAs to ultimately protect BDO reputation and enhance customer relationships.The role will be responsible for day-to-day delivery of IT Service Desk and administration activities according to governance, processes, policies and agreed service level agreements. You’ll also:

• Provide customer centred support adhering to BDO Quality service level agreements to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements
• Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
• Ensure regular ticket updates to manage customer expectations
• Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating
• Provide first point of contact for any escalation for users throughout the business
• Provide first point of contact for any internal queries from Service Desk Analysts
• Ensure all documented processes are followed and provide for Service Improvements
• Actively seek out Service Improvements and suggest alongside service adoption

You’ll be someone with:

• Customer Service Experience
• Proven experience of working with Tier 1 Microsoft applications (O365) Essential
• Proven Experience of Incident Management Systems (ServiceNow) Essential
• First Line level IT support experience preferably within a remote support position
• Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos
• Workflow Co-ordination Experience

You’ll be able to be yourself; we’ll recognise and value you for who you are and celebrate and reward your contributions to the business. We’re committed to agile working, and we offer every colleague the opportunity to work in ways that suit you, your teams,and the task at hand.At BDO, we’ll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development.We’re in it togetherMutual support and respect is one of BDO’s core values and we’re proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we’ll support you at every stage in your career, whatever your personaland professional needs.Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you’ll always have access to the people and resources you need to do your best work.We know that collaboration is the key to creating value for the companies we work with and satisfying experiences for our colleagues, so we’ve invested in state-of-the-art collaboration spaces in our offices. BDO’s people represent a wealth of knowledge andexpertise, and we’ll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you’ll never stop learning at BDO.We’re looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy.Our success is powered by our people, which is why we’re always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitionsWe’ve got a clear purpose, and we’re confident in our future, because we’re adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with opennessand clarity, because we believe in empowering people to think creatively about how we can do things better.#LI-JB1 #TJ-JB1