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, directly advising 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, testing and adopting future 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 your goals.

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 opportunities for enhancing our delivery and providing additional services to organisations we work with.

Reporting to the ITSD Manager, the role involves tackling technical and often challenging incidents/requests, owning and managing escalations, creating and adding to a growing team-wide knowledge base, and delivering 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.
• Maintain focus on 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.
• Create knowledge articles for peer use and knowledge transfer between Service Desk levels.
• 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.
• Search documentation and previous requests for assistance on related topics to establish possible solutions.
• Encourage self-help and self-service via knowledge transfer.

Technical Requirements:

• DMS, iManage, assignment permissions, creations, security administration.
• Remote support controls, Bomgar, MS Teams.
• Current Windows OS knowledge, deployment to end user support.
• Azure Virtual Desktop, creating VDIs, allocating resources.
• 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.
• Current Microsoft Server OS, Active Directory, creating groups, restricting OUs, Group Policy management.
• MS PowerShell, building scripts, creation of accounts and mail accounts.
• Power Application administration, Microsoft Power Bi, Dynamics 365.
• Networks, DHCP, VPN, 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.
• Office 365, Cloud apps, OneDrive, Azure, AAD.

We’re committed to agile working, offering every colleague the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we’ll help you achieve your personal goals and career ambitions, providing 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. Our agile working framework helps us stay connected, bringing teams together where and when it counts.

We know that collaboration is key to creating value for the companies we work with and satisfying experiences for our colleagues. We’ve invested in state-of-the-art collaboration spaces in our offices, encouraging you to build your network, work alongside others, and share your skills and experiences.

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