IT Senior Service Desk Analyst

Role Overview:

BDO is looking to recruit a dynamic customer focused Senior IT Service Desk Analyst operating from Liverpool, Temple Street office providing support across all BDO UK sites. Following our Hybrid working policy, you will provide support for a variety of software and hardware systems used across the firm. Multiple aspects of customer support are required for this role: - Telephony, remote and desk side support.

The Senior Service Desk Analyst is responsible for providing advanced technical support and leadership within the service desk team. This role includes site visits, project support, and coordination of problem management, while also serving as a technical subject matter expert (SME) and escalation point for complex issues. The Senior Analyst will lead initiatives for early adoption and testing, deliver training, and ensure alignment with team shifts and functional escalations.

Key Responsibilities:

• Customer-Centred Support: Deliver exceptional customer service both remotely and on-site, adhering to BDO Quality and service level agreements.

• Site Visits / On-Site Support: Provide face-to-face assistance and technical support at client sites as required.

• Project Support: Assist in IT projects, providing technical expertise and ensuring successful implementation and integration.

• Out of Hours Handovers: Manage handovers for out-of-hours support, ensuring continuity and resolution of ongoing issues.

• Onboarding / Buddying: Facilitate onboarding of new team members and act as a buddy to support their integration and development.

• Knowledge Advocate: Promote and share knowledge within the team, ensuring documentation and processes are up-to-date and accessible.

• Service Desk Incident Management: Cover ticket management and incident resolution, ensuring timely and effective handling of service desk requests.

• Functional Escalations within Sub Team: Manage escalations within the team, ensuring issues are addressed promptly and effectively.

• Alignment to Team Shifts: Ensure alignment with team shifts and schedules, adapting to business needs and priorities.

• Early Adoption / Testing: Lead initiatives for early adoption and testing of new technologies and processes.

• Deliver Training: Provide training and development opportunities for team members, enhancing their skills and knowledge.

• Technical SME: Serve as a technical subject matter expert, providing advanced support and guidance, and moving towards 3rd line support.

• Higher Skill Level: Demonstrate a higher skill level in general IT support, with relevant qualifications and experience.

• Problem Management Coordination: Coordinate problem management efforts, ensuring root causes are identified and resolved.

• Lead on DMS: Lead initiatives related to Document Management Systems (DMS), ensuring effective use and integration.

• Tech Bar Escalation Point: Act as an escalation point for Tech Bar issues, providing advanced support and resolution.

• Escalation for Tickets Upwards: Manage escalations for tickets requiring higher-level intervention, ensuring effective resolution.

Technical Requirements and Professional Skills:

Essential:

• Extensive customer service experience, both remote and face-to-face.
• Proven experience with incident management systems (e.g., ServiceNow).
• Minimum 3 years' experience in 1st and 2nd line IT support.
• Excellent communication skills, both written and verbal.
• Strong task ownership and prioritisation skills.
• Advanced knowledge of hardware, software, peripherals, Active Directory, O365, Windows 10, SCCM, Azure, SharePoint, Mimecast, Citrix, MS Teams.

Desirable:

• Experience in a fast-paced, pressurised environment.
• IT-related degree and relevant certifications (e.g., ITIL foundation, MCP, MOS, MCSE).
• Demonstrates diversity appreciation and teamwork capabilities.
• Commitment to personal development and performance improvement.
• Confidence in dealing with all levels of staff.
• Flexibility to adapt working patterns to business needs.
• Driven to deliver service excellence.

This role requires a proactive and skilled individual who can lead and support the service desk team, ensuring high-quality service delivery and continuous improvement.