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IT Service Desk Analyst - London
Job ID #: 6282 Location: London
Business area: Information Technology Job category: Information Technology
Employment type: Full Time - Permanent Qualification level: A Levels or equivalent
Duration of contract: Not Indicated



BDO. Because relationships matter.

BDO LLP is one of the UK’s largest accountancy and business advisory firms providing services to ambitious businesses within the UK and worldwide. With more than 3,500 talented people, generating close to £400m in UK revenues, we bring real leadership across the mid-market. We are a member of BDO International, which has more than 1,260 offices worldwide, spread across 147 countries. We are a profitable, dynamic and forward-looking firm with a reputation for quality. Our ambition is to be the leader for exceptional client service.

At BDO you can be yourself - we value you as an individual and want you to realize your aspirations. You have a voice and your opinion counts. We give you the challenge and support you need and you are able to shape your own career according to your strengths, skills and personality. Working at BDO enhances your professional development at all stages of your career. Few firms offer the same breadth and quality of work, responsibility and experience. We recognize and reward your high performance and you have the opportunity to excel, progress and share in our success. We are clear on what we expect from you and what you can expect in return.

Being at BDO is personally as well as professionally fulfilling. Relationships matter, and we have a friendly and inclusive culture built around our core values of honesty and integrity; empowerment and personal responsibility; mutual support and respect; and professional and personal client relationships.




The purpose of this role is to work on an internal Service Desk providing support across all BDO offices for the various software and hardware used within the firm, involving all aspects of client support. The role includes both telephone and desk side support.




Call Management:

  • Ensure that you are available on the Service Desk phones at all times.

  • Ensure each and every call is logged

  • Ensure each and every client and their call is updated regularly

  • Respond to and resolve calls within a timely manner while ensuring a resolution is agreed with the client

  • Ensure that all calls logged contain detailed information regarding the issue/request, along with troubleshooting steps taken prior to escalating

  • Ensure that any incident affecting the client is effectively dealt with and/or escalated where required

  • Ensure that all service requests are resolved in a timely manner and that the client is satisfied with the service received

  • Escalating, where required ensuring that the call is updated and the relevant owner team is informed

 

Response & resolution:

  • Ensure all calls are dealt with in the quickest, most effective and efficient way, ensuring where within your control a resolution is agreed with the client

  • Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites

  • Ensure all clients that visit the Service Desk area are assisted and have a call logged and progressed within the call logging system

  • Ensure regular call updates to manage client expectations

  • Assist with desk side telephony/network support as required

 

Documentation & knowledge:

  • Ensure all calls resolved contain detailed resolution notes

  • Ensure all knowledge obtained is documented and made available within the Knowledge Base

  • Ensure all documented processes are followed

  • Escalate potential process improvements to the procedure owner

 

Ensuring effective teamwork by:

  • Assisting your colleagues where possible

  • Contributing and engaging in team meetings and team discussions

  • Sharing knowledge through dissemination and documentation

  • Short weekly conference calls to keep up to speed




Excellent Client Service

  • Demonstrate confidence in dealing with all levels of the firm

  • Exceptional customer service skills

  • A good team player that capitalises on opportunities for sharing knowledge and encourages others to be responsible for cooperation and open communication

  • Ability to work in a pressurised fast moving environment, helping troubleshoot issues quickly and effectively


    NB: The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions should be regularly reviewed to ensure they are an accurate representation of the post.

    Our Agency Policy

     

    BDO has a commitment to building relationships directly with candidates (and agencies) in our local markets and as such, we do not accept speculative CVs from agencies. We work closely with our preferred suppliers to support us in sourcing quality candidates but we only pay agency fees where we have a signed agreement in place and an agency has been instructed by a member of the BDO Resourcing team. We do not pay agency fees where speculative and unsolicited CVs are submitted to BDO by any means other than through our recruitment portal. For any CVs which are submitted without instruction from the BDO Resourcing team, BDO reserves the right to contact and work directly with these candidates without payment of any agency fee.

     


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