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 within an internal IT Service Desk leading a small team who provide support across all BDO offices for the conferencing and various audio visual software and hardware requirements within the firm, involving all aspects of client support. Providing an enhanced service to the VVIPs and managing all conferences and audio visual requests.
This includes supporting the management of daily activities for the Audio Visual team which consists of 2-3 people and reporting incident and performance metrics as required. Deliver continuous service improvement through incident work flow analysis and trend reviews. Highlight and prioritise Major Incidents related to the audio visual environment that are identified and where appropriate investigate and remove the root causes to improve the service experience our customers receive.
This role reports to the Service Support Manager with additional responsibilities of management cover when required
•VVIP support – Providing an increased level of client support for Partners and other VVIPs. This involves the day-to-day management of their conferencing and audio visual requirements, partner conferences and internal and external events
•3rd line support – Act as escalation point for the AV support team for all technical queries
•Ensure that all AV and conference queries are responded to in a professional manner by the team
•Ensure maximum availability of the team to answer and respond to client calls within defined SLAs
•Ensure each and every call is logged and that the calls are logged to the correct categories with detailed subject, open and close descriptions allowing trend analysis
•Follow a client care philosophy that ensures the delivery of exceptional client service
•Promote an environment that encourages collaboration, team working and innovation within the AV Support team as well as the IT Service Desk and across other IT and BDO teams
•Ensure that all people within the AV Support team and wider IT Service Desk have sufficient knowledge to provide the required level of AV service support
•Motivate and foster creativity, communication and team working
•Assist the Service Desk manager with recruitment, performance management, development, appraisals and succession planning across the team where required.
•Apply appropriate methods, technology and other resources to maximize the AV Support teams effectiveness, improve first call resolution utilising automation and self-service solutions to improve productivity, manage client perceptions and build strong internal relationships
•Delegate work across the Operations teams and assign resources as required to support the business needs of the department
•Maintain formal procedures and documentation for consistency and increased productivity
•Maintain knowledge of market leading products and services to challenge what can be improved upon and drive continual service improvement
•Produce statistics, reports and metrics in a timely manner, analyse and use to improve service to the business and address issues internally.
•Act as technical mentor to the AV Support team and focus on key customer service and technical areas where training and coaching may be required to develop individuals within the team
•Carry out regular one to one reviews with team members to discuss performance and development
•Regularly review tickets logged to proactively identify trends where services issues may exist, liaising with the relevant people to quickly resolve the root cause
•Carry out regular client feedback reviews to monitor service levels and act upon responses
•Assist in project work as required
•Provide training to our clients in using the AV equipment as required
•Visit regional offices where required
•To act as an ambassador for both the Service Management team and IT
Knowledge and experience:
Successful candidates are expected to possess or demonstrate a majority of the following:
•Extensive experience in IT industry with expertise in the following areas:
oCurrent Windows OS level knowledge
oCurrent MS Office level support experience
oExperience of supporting AV systems such as Microsoft Surface Hubs, ClickShare, IP telephony (Mitel), Skype for Business and Cisco WebEx.
oApple, BlackBerry & Mobile Broadband.
oITIL foundation (highly desirable)
•Focused on the delivery exceptional client service
•Excellent communication skills, both written and verbal including active listening
•Ability to identify and analyse alternative approaches to dealing with issues and problems
•Demonstrates commitment to the firm’s values
•Ability to work in an agile manner to deliver a quality service based on business requirements
•Empower others in the team by collaborating on joint ideas
•Experienced in managing and leading small projects
•Takes responsibility for own personal development and that of the team over and above formal qualifications, whilst embracing the firm’s performance development culture and processes
•Proactive in managing own and the teams learning and development
•Undertakes planned activities to develop IT related skills
•Understands the firms core values and demonstrates them in all activities completed
•Exceptional Client Service
•Demonstrate confidence in dealing with all levels of the firm, including executive management levels
•Excellent customer service
•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.