IT Service Desk Senior Assistant

16 Feb 2019
03 Mar 2019
Contract Type
Full Time
IT Service Desk Senior Assistant - SSC - Liverpool

Contract Type: Full time – Permanent

Salary: Competitive

Location: Central Liverpool

Our Client, BDO - an international network of public accounting, is looking to recruit a Service Desk Analyst to support an internal Service Desk providing support across all BDO offices for the various software and hardware used within the firm, involving all aspects of client support. The role includes both telephone and desk side support. The role is based in the Shared Service Centre in Liverpool where a sub-team of the existing London based Service Desk is being established.


This will be a challenging and rewarding role where you will cover the following aspects

Call Management:
• Available on the Service Desk phones at all times.
• Accurate and complete call logging and keeping client updated
• Ensure timely call resolution with agreement from the client

Response & resolution:
• Ensure that when troubleshooting, you consult documentation, knowledge and appropriate websites
• Ensure all clients that visit the Service Desk area are assisted and have a call logged and progressed within the call logging system

Documentation & knowledge:
• Ensure all calls resolved contain detailed resolution notes
• Ensure all knowledge obtained is documented and made available within the Knowledge Base

Ensuring effective teamwork by:
• Assisting your colleagues where possible
• Contributing and engaging in team meetings and team discussions

What we’re looking for:

Knowledge and experience:
Successful candidates are expected to possess or demonstrate a majority of the following:
• Exceptional 1st level support experience preferably within a remote support position
• Preferable employment history in Accountancy, Investment Banking or Law firms
• Knowledge of the operational and support aspects of computer systems, hardware, software and peripheral equipment

Excellent Client Service
• Demonstrate confidence in dealing with all levels of the firm
• A good team player that capitalises on opportunities for sharing

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