IT Second Line Support Analyst in Liverpool

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 ambitious, entrepreneurially-spirited and high growth businesses that fuel the economy and directly advise the owners and management teams that lead them.

To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, explore and implement new ideas helping us to change the future of accounting, tax and business consulting. They maintain the tech that keeps us advancing by testing and adopting the future of financial technical solutions.

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.

You’ll be someone who is 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. 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 the ITSD Manager, create and add to a growing team-wide knowledge base and deliver exceptional 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:

• Provide technical support/user administration of End User related services acting as an escalation point for 1st line teams.
• 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 date within a 24 hour window.
• Strong ability to work under pressure and to short timescales.
• Create knowledge articles for peer use and knowledge transfer between Service Desk levels.
• Ensure adherence to escalation procedures.
• Respond to escalated, complex and high impact user calls within service level agreements.
• 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.
• Search documentation and previous requests for assistance on related topics to establish possible solutions to calls.
• 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.
• Encourage self-help and self-service via knowledge transfer.
• 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 resources (Nerdio).
• Deployment tools, Comp Portal, inTune, Endpoint Manager for assets both hardware and software.
• Current Microsoft Office knowledge, add-ins, deployment, support.
• iPhone (iOS) and mobile broadband knowledge / Softphone support (Five9).
• Current Microsoft Server OS.
• Active Directory, creating groups, restricting OUs, Group Policy management.
• Server 2012 and above background required.
• MS PowerShell, building scripts, creation of accounts and mail accounts.
• Power Application administration, Microsoft Power Bi, Dynamics 365.
• Networks, DHCP, VPN (Direct Access), DNS, Firewall, SPF and IP records, lease management, switch patching, VLAN.
• Business applications, Caseware, CCH Personal Tax, APT, Alphatax.
• Bitlocker and MBAM portal.
• Web services administration, SharePoint, creating sites, sub-sites, permission and user account management.
• NTFS share permissions, login scripts, Robocopy, User profiles both local and server.
• Office 365, Cloud apps, OneDrive, Azure, AAD.

You’ll be able to be yourself; we’ll recognise and value you for who you are and celebrate and reward your contributions to the business. We’re committed to agile working, and we offer every colleague the opportunity to work in ways that suit you, your teams, and the task at hand.

At BDO, we’ll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development.

Mutual support and respect is one of BDO’s core values and we’re proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we’ll support you at every stage in your career, whatever your personal and professional needs.

Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you’ll always have access to the people and resources you need to do your best work.

We know that collaboration is the key to creating value for the companies we work with and satisfying experiences for our colleagues, so we’ve invested in state-of-the-art collaboration spaces in our offices. BDO’s people represent a wealth of knowledge and expertise, and we’ll encourage you to build your network, work alongside others, and share your skills and experiences.

With a range of multidisciplinary events and dedicated resources, you’ll never stop learning at BDO.

At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we’re always finding new ways to invest in you.

We’ve got a clear purpose, and we’re confident in our future, because we’re adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise.

We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.