IT Senior Service Desk Analyst

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 escalations


• Champion several Digital products and technology areas, becoming the subject Matter Expert in those areas


• Support on-boarding of new starters as their recognised 'buddy'


• Attend sites across the business as required


• Provide engagement in CSIP


• Motivate, monitor and performance manage the team to achieve individual and collective success


• 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


• Report to Service Desk Management on Team Performance


• Actively seek out Service Improvements and suggest alongside service adoption


• Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings and discussions and sharing knowledge through appropriate documented processes


• Actively seek out Service Improvements and suggest alongside service adoption


• Build and maintain relationships with key stakeholders


• Share knowledge through dissemination and documentation


• Work and collaborate with all internal/external teams


• Provide on-site presence for any relevant IT requirement
  
  ITIL foundation v3.0 or greater - essential


• CompTIA N+ / A+ Certified - desirable


• Experience of People Management - desirable


• CSIP Experience - Desirable


• Proven customer Service Experience


• Proven experience of working with Tier 1 Microsoft applications (O365) - essential


• Proven experience of Incident Management Systems (ServiceNow)


• First Line level IT support experience preferably within a remote support position Essential


• Extensive 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 Essential


• IT Related degree - desirable


• MCP, MOS, MCSE - desirable


• Experience of working within a pressurised fast paced environment


• Availability to cover multiple early and late shift throughout the week as per the needs of the business.


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.

We'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., 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 together

Mutual 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 personal and 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 and expertise, 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 ambitions

We'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 openness and clarity, because we believe in empowering people to think creatively about how we can do things better.