Client Services Analyst
4d ago

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.

We’ ll broaden your horizons

To ensure our services and applications are fit for the modern market, our IT team collaborates with every department. They develop, they explore and they implement the new ideas helping us to change the future of accounting, tax and business consulting.

But, just as importantly, they maintain the tech that keeps us advancing. By testing and adopting the future of financial technical solutions, they find new and exciting ways to drive us forward.

And you could too. In an IT role at BDO, you’ll become part of a team that act as the backbone for our business. No matter who you are or what your skillset is, we’ll give you the training and support you need to achieve whatever you put your mind to.

We’ll help you succeed

Reporting to the IT Service Desk Manager, you will assist the delivery and support of Software to our external customers by working on the IT Service Desk and will record and resolve support incidents when received and escalate issues to appropriate teams.

You will be responsible for day-to-day delivery of IT Service Desk and administration activities

according to governance, processes, policies and agreed service level agreements.

You’ll also :

  • Provide customer centred support adhering to BDO Quality service level agreements to provide call handling, ticket and incident management, escalation and first line investigation and resolution in line with ITIL standards and agreed KPI measurements
  • Provide a positive, professional can do attitude and maintain a high-quality service of support to our customers
  • Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
  • Ensure regular ticket updates to manage customer expectations
  • Ensure timely call resolution with agreement from the client
  • Ensure all documented processes are followed and provide for Service Improvements
  • Actively seek out Service Improvements and suggest alongside service adoption
  • Provide effective communication and collaboration through teamwork, engaging and contributing through team meetings and discussions and sharing knowledge through appropriate documented processes
  • Provide administrative support in line with service level agreements
  • Contribute and engage in team meetings and team discussions
  • Focus on client service excellence
  • When you join us, we’ll make your growth our priority. If you can demonstrate the following skills, we can help you go far.

    We’re looking for someone with :

  • Experience working with customer support
  • Workflow Co-ordination Experience
  • The ability to communicate confidently in both clearly spoken and written English as well as having the ability to build a rapport with people quickly and effectively
  • Be able to problem solve quickly and take ownership comfortably
  • A professional, proactive and can do’ attitude with exceptional attention to detail with excellent organisational skills and a passion for providing outstanding customer service
  • A high level of personal commitment to task completion, with the ability to prioritise
  • The ability to deliver excellent results and constantly improve our customer's experience and aid in our continued growth
  • Keen Interest in IT Systems Support desired
  • Demonstrate confidence in dealing with external customers.
  • Availability to cover multiple early and late shift throughout the week as per the needs of the business
  • We’re in it together

    At BDO, we believe that when our people feel valued and rewarded, their potential is unlimited. We offer highly competitive starting salaries and review remuneration packages regularly to ensure that our pay always positively reflects performance.

    As well as offering support with tuition and professional qualifications, we also provide the following benefits, as standard :

  • 25 days’ holiday;
  • access to a personal pension scheme, with matched employer contributions;
  • life assurance cover;
  • and income protection insurance.
  • That’s not all. We understand that everyone is different, so we offer a range of voluntary benefits to suit every lifestyle.

    Our flexible benefits platform means our people can choose from a range of tax efficient options to design a benefit package that best suits them. You can :

  • buy up to ten days’ extra holiday;
  • add on private medical, personal accident, dental insurance or travel insurance;
  • enrol in our Bike to Work scheme;
  • enjoy discounts off cinemas, dining, and gyms;
  • receive an interest free season ticket loan or interest free graduate loan;
  • take an online health assessment and utilise our employee assistance programme.
  • We’re looking forward to the future

    At BDO, we’re big enough to make the difference and collaborative enough to never lose sight of where we’re going. We know that it’s our people that make our success possible.

    Across our UK locations, more than 6,000 of them work together to provide tax, audit, assurance and a range of advisory services that help our clients achieve their ambitious goals.

    Together, they’re fuelling Britain’s economic engine. Behind every complex client challenge and every untapped innovation, they’re there : ensuring we continue to find the right combination of global reach, integrity and expertise.

    That’s why we’re always looking for ways to invest in our people. That means providing them with an environment where they can grow, learn, laugh and feel respected, at all times.

    Are you ready to join them?

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