IT Service Desk Analyst

Overview

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. Our clients are Britain''s economic engine - ambitious, entrepreneurially-spirited and high growth businesses that fuel the economy - and the owners and management teams that lead them. In an IT role at BDO, you''ll become part of a team that acts as the backbone for our business. We’ll give you the training and support you need to achieve whatever you put your mind to.We’ll help you succeed. Our clients 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 clients and building long-lasting relationships. You’ll be someone who can work pro-actively, managing your own tasks, but you’ll also be confident collaborating with others, communicating regularly with senior managers, Directors, and BDO''s Partners to enable us to serve our clients effectively.You’ll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to our clients.Responsibilities

Reporting to the IT Hub Lead, you will assist the delivery of IT services within the team and the wider BDO business by working on the IT Service Desk. You will:Record and resolve support incidents/service requests when receivedEscalate issues to appropriate teams to ensure the IT Support function operates within defined KPIs and SLAsHelp protect BDO’s reputation and enhance customer relationships through effective incident managementQualifications

Customer Service ExperienceProven experience of working with Tier 1 Microsoft applications (O365) EssentialProven experience of Incident Management Systems (ServiceNow) EssentialFirst Line level IT support experience preferably within a remote support positionKnowledge 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, SophosWorkflow Co-ordination ExperienceWe’re committed to agile working and offer everyone the opportunity to work in ways that suit them, their teams, and the task in hand. We provide career development support, mentoring and coaching, and a collaborative, people-centred culture where you can build your network, learn, and grow with the ..... full job details .....