IT Second Line Support Analyst

Position: IT Second Line Support Analyst (Permanent)
Ideas | People | Trust

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.

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 pro-actively 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 ITSD Manager, the role is to tackle technical and often challenging incidents / requests, owning and managing escalations handed by ITSD Manager, create and add to a growing team wide knowledge base and deliver exceptional, white glove customer service to stakeholders / customers of the IT Service Desk.

The role will be responsible for supporting the business with technical requests / issues, delivering results in accordance with business SLAs and OLAs and ensuring support delivered meets defined KPIs within the team. The candidate will need to be customer service driven, technically minded and a team player.

You will:

To provide technical support/user administration of End User related services acting as an escalation point for 1st line teams

To ensure that requests for assistance, incidents and Service Requests are properly logged, assigned and responded to within service level agreements and according to agreed standards and procedures.

Ensure appropriate focus is given to logged calls by the support teams, depending on the priority of the call, aiming to keep allocated tickets up to take within a 24 hour window

Strong ability to work under pressure and to short timescales

Responsibility to create knowledge articles for peer use and knowledge transfer between Service Desk levels

To ensure adherence to escalation procedures. Respond to escalated, complex and high impact user calls within service level agreements.

To receive requests for assistance from users in a customer-friendly and professional manner and maintain accurate log entries of incidents, queries and Service Requests with full details and contact information.

To search documentation and previous requests for assistance on related topics to establish possible solutions to calls.

To respond to requests for assistance by providing information to enable callers to solve their problems. Maintain accurate log entries of contact with resolution details and follow-up information. Encouraging self-help and self service via knowledge transfer

To act as a point of escalation within the Service Desk

Technical Requirements:

DMS, iManage. Assignment permissions, creations, security administration. Workspace roll forwards.

Remote support controls, Bomgar, MS Teams

Current Windows OS knowledge, deployment to end user support

Azure Virtual Desktop, creating VDIs, allocating…