IT Service Desk Analyst

Bdo; City of Westminster; Hybrid; GBP 28,000 - 38,000; Full time

Job summary

A leading accountancy firm in Westminster is seeking a motivated IT support professional to assist with service delivery. The ideal candidate will have experience in customer service and first-line IT support, particularly with Tier 1 Microsoft applications and incident management systems. This role emphasizes proactive communication and collaboration within a dynamic team environment, offering robust career development and an agile working culture.

Benefits

Career development support

Mentoring and coaching

Collaborative culture

Qualifications

• Proven experience in customer service roles.
• Experience working with Tier 1 Microsoft applications is essential.
• Must have first-line experience in IT support.
• Knowledge of IT systems, hardware, software, and their operations.

Responsibilities

• Assist with IT service delivery within the team.
• Record and resolve IT support incidents.
• Escalate issues to the appropriate teams.
• Manage customer relationships through effective incident management.

Skills

Customer Service Experience

O365 proficiency

Incident Management Systems (ServiceNow)

First Line IT support

Knowledge of Active Directory

Knowledge of Windows 10 and Cloud Computing

Tools

ServiceNow

Active Directory

Microsoft O365

SCCM

Azure

SharePoint

Job description

Overview

Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions businesses need to navigate today's changing world. Our clients are Britain's economic engine - ambitious, entrepreneurially-spirited and high growth businesses that fuel the economy - and the owners and management teams that lead them. 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.

We’ll help you succeed. Our clients trust us because of the quality of our advice. That quality grows from a thorough understanding of their business, and that understanding comes from working closely with clients and building long-lasting relationships. You’ll be someone who can work pro-actively, managing your own tasks, but you’ll also be confident collaborating with others, communicating regularly with senior managers, Directors, and BDO's Partners to enable us to serve our clients effectively.

You’ll be encouraged to identify and draw attention to opportunities for enhancing our delivery and providing additional services to our clients.

Responsibilities

Reporting to the IT Hub Lead, you will assist the delivery of IT services within the team and the wider BDO business by working on the IT Service Desk. You will:

• Record and resolve support incidents/service requests when received
• Escalate issues to appropriate teams to ensure the IT Support function operates within defined KPIs and SLAs
• Help protect BDO’s reputation and enhance customer relationships through effective incident management

Qualifications

• Customer Service Experience
• Proven experience of working with Tier 1 Microsoft applications (O365) Essential
• Proven experience of Incident Management Systems (ServiceNow) Essential
• First Line level IT support experience preferably within a remote support position
• Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment including but not limited to: Active Directory, O365 application suite, Windows 10, SCCM, Azure, SharePoint, Mimecast, Cloud Computing, Sophos
• Workflow Co-ordination Experience

We’re committed to agile working and offer everyone the opportunity to work in ways that suit them, their teams, and the task in hand. We provide career development support, mentoring and coaching, and a collaborative, people-centred culture where you can build your network, learn, and grow with the business.