IT Senior Service Desk Analyst

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 a team 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’ll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to organisations we work with.Reporting to the IT Service Desk Team Lead, the role will be to assist the delivery of functions within the IT team and the wider BDO business by working on the Service Desk as an Analyst Resolving Incidents alongside championing technologies, picking up escalations and providing support for the Team Leader, and deputising where required to ensure that the BDO IT Support function is operating within defined KPIs and SLAs to ultimately protect BDO reputation, enhance customer relationships and provide continual service improvement.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.In this busy and rewarding role you’ll also:

• Provide ownership to expedite and resolve escalationsChampion several Digital products and technology areas, becoming the subject Matter Expert in those areasSupport on-boarding of new starters as their recognised ‘buddy’Attend sites across the business as requiredProvide engagement in CSIPMotivate, monitor and performance manage the team to achieve individual and collective successProvide 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 measurementsEnsure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websitesEnsure regular ticket updates to manage customer expectationsEnsure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalatingReport to Service Desk Management on Team PerformanceActively seek out Service Improvements and suggest alongside service adoptionProvide effective communication and collaboration through teamwork, engaging and contributing through team meetings and discussions and sharing knowledge through appropriate documented processesActively seek out Service Improvements and suggest alongside service adoptionBuild and maintain relationships with key stakeholdersShare knowledge through dissemination and documentationWork and collaborate with all internal/external teamsProvide on-site presence for any relevant IT requirement

You’ll be someone with:

• ITIL foundation v3.0 or greater - essentialCompTIA N+ / A+ Certified - desirableExperience of People Management - desirableCSIP Experience - DesirableProven customer Service ExperienceProven experience of working with Tier 1 Microsoft applications (O365) - essentialProven experience of Incident Management Systems (ServiceNow)First Line level IT support experience preferably within a remote support position EssentialExtensive knowledge of the operational and support aspects of computer and cloud based systems, hardware, software and peripheral equipment including but not limited to: MS Stack, Active Directory, Azure, Intune, SCCM, O365, Exchange, Windows 10, MSTeams, SharePoint, Secure Email / Mimecast, Sophos, Remote Access Tools EssentialIT Related degree - desirableMCP, MOS, MCSE - desirableExperience of working within a pressurised fast paced environmentAvailability to cover multiple early and late shift throughout the week as per the needs of the business.