IT Service Desk Analyst Job in L2, Liverpool, Merseyside

IT Service Desk Analyst Job in L2, Liverpool, Merseyside. Apply for the latest L2, Liverpool, Merseyside jobs in Accounting/Financial/Insurance.

IT Service Desk Analyst Job in L2, Liverpool, Merseyside

Job Description
Ideas | People | Trust

We’re BDO. An accountancy and business advisory firm, providing the advice and solutions businesses need to navigate today’s changing world.

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

BDO is 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 the firm, involving all aspects of customer support. The role includes telephony, 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 issues to 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:

* Providing customer centred support adhering to BDO Quality service level agreements to provide call handling, ticket and incident management, escalation and first line investigation in line with agreed KPI measurements

* Aiming for first time resolution of incidents, ensuring troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites

* Ensure regular ticket updates to manage customer expectations, provide first point of contact for any escalation for users throughout the business and any internal queries from Service Desk Analysts

* 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 and for any internal queries from Service Desk Analysts

* Ensure all documented processes are followed and provide for Service Improvements

* Provide administrative support in line with service level agreements

* Actively seek out Service Improvements and suggest alongside service adoption

When you join us, we’ll make your growth our priority. If you can demonstrate the following skills, we can help you go far. We’re looking for someone with:

* Proven experience of working with Tier 1 Microsoft applications (O365)

* Proven Experience of Incident Management Systems (ServiceNow)

* 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 Essential

* Workflow Co-ordination Experience Essential

* ITIL foundation, MCP, MOS, MCSE, desired but not essential

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

We’re in it together

At BDO, we believe that when our people feel valued and rewarded, their potential is unlimited. We offer highly competitive starting salaries and review renumeration packages regularly to ensure that our pay always positively reflects performance. As well as offering support with tuition and professional qualifications, we also provide the following benefits, as standard:

* 25 days’ holiday;

* access to a personal pension scheme, with matched employer contributions;

* life assurance cover;

* and income protection insurance.

That’s not all. We understand that everyone is different, so we offer a range of voluntary benefits to suit every lifestyle. Our flexible benefits platform, Flexcel, means our people can choose from a range of tax efficient options to design a benefit package that best suits them. Through Flexcel, they can:

* buy up to ten days’ extra holiday;

* add on private medical, personal accident, dental insurance or travel insurance;

* enrol in our Bike to Work scheme;

* enjoy discounts off cinemas, dining, and gyms;

* receive an interest free season ticket loan or interest free graduate loan;

* access childcare vouchers;

* take an online health assessment and utilise our employee assistance programme.

We’re looking forward to the future

At BDO, we’re big enough to make the difference and collaborative enough to never lose sight of where we’re going. We know that it’s our people that make our success possible. Across our 17 UK locations, more than 6,000 of them work together to provide tax, audit, assurance and a range of advisory services that help our clients achieve their ambitious goals. Together, they’re fuelling Britain’s economic engine. Behind every complex client challenge and every untapped innovation, they’re there: ensuring we continue to find the right combination of global reach, integrity and expertise. That’s why we’re always looking for ways to invest in our people. That means providing them with an environment where they can grow, learn, laugh and feel respected, at all times

Job Type: Permanent, Full Time
Location: L2, Liverpool, Merseyside
Category: Accounting/Financial/Insurance
City: Liverpool
County: Merseyside
Country: United Kingdom
Salary:
Benefits: