BDO LLP is an accountancy and business advisory firm, we provide integrated advice and solutions to help businesses navigate a changing world. Our clients are Britain’s economic engine – ambitious, entrepreneurially-spirited and high growth businesses that fuel the economy.
We share our clients’ ambitions and their entrepreneurial mind-set. We have the right combination of global reach, integrity and expertise to help them succeed.
BDO LLP operates in 18 offices across the UK, employing 3,500 people offering tax, audit and assurance, and a range of advisory services. BDO LLP has revenues of £428m and is the UK member firm of the BDO International network. The BDO global network provides business advisory services in 162 countries, with 74,000 people working out of 1,500 offices worldwide. It has revenues of $8.1bn.
The purpose of this role is to work on an internal IT Service Desk providing support across all BDO offices and in particular, to external clients that use the P11D software platform. To provide an efficient, effective and professional administrative support service to the team.
•Primary tasks include a range of general office duties such as distributing software renewal forms, maintaining client payments and records, or organising letters for clients.
•Working within the Service Desk IT team the administrator may be asked to undertake a range of administrative tasks connected with supporting the Service Desk management and to help ensure the smooth and efficient operation of the Service Desk team.
•Assistance with laptop software builds and configuration may be required
•To provide an exceptional client experience and support client initiatives within the firm, as well as being responsive and helping to create a positive impression at all touch points.
•Ability to multi-task
•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
•Assistance may be required with calls from P11D software clients that may be related to software distribution, payment, or troubleshooting.
•Ensure all email, web based calls and voicemails are progressed and where required responded to in a professional manner
•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
•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 regular call updates to manage client expectations
Documentation & knowledge:
•Ensure all calls resolved contain detailed resolution notes
•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
•Ensure your work area is always tidy and presentable
•Ensuring consistent delivery of services
•Ensuring procedures are followed and where required questioned and updated
•Accurate keyboard skills.
•Good knowledge of all Microsoft packages