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IT Second Line Support Analyst

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BDO UK LLP

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Location:
United Kingdom , Liverpool

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Reporting to the ITSD Manager, the role is to tackle technical and often challenging incidents / requests, owning and managing escalations handed by ITSD Manager, create and add to a growing team wide knowledge base and deliver exceptional, white glove 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.

Job Responsibility:

  • To provide technical support/user administration of End User related services acting as an escalation point for 1st line teams
  • To ensure that requests for assistance, incidents and Service Requests are properly logged, assigned and responded to within service level agreements and according to agreed standards and procedures
  • Ensure appropriate focus is given to logged calls by the support teams, depending on the priority of the call, aiming to keep allocated tickets up to take within a 24 hour window
  • Responsibility to create knowledge articles for peer use and knowledge transfer between Service Desk levels
  • To ensure adherence to escalation procedures. Respond to escalated, complex and high impact user calls within service level agreements
  • To receive requests for assistance from users in a customer-friendly and professional manner and maintain accurate log entries of incidents, queries and Service Requests with full details and contact information
  • To search documentation and previous requests for assistance on related topics to establish possible solutions to calls
  • To respond to requests for assistance by providing information to enable callers to solve their problems. Maintain accurate log entries of contact with resolution details and follow-up information. Encouraging self-help and self service via knowledge transfer
  • To act as a point of escalation within the Service Desk

Requirements:

  • DMS, iManage. Assignment permissions, creations, security administration. Workspace roll forwards
  • Remote support controls, Bomgar, MS Teams
  • Current Windows OS knowledge, deployment to end user support
  • Azure Virtual Desktop, creating VDIs, allocating resources (Nerdio)
  • Deployment tools, Comp Portal, inTune, Endpoint Manger for assets both hardware and software
  • Current Microsoft Office knowledge, add-ins, deployment, support
  • iPhone (iOS) and mobile broadband knowledge / Softphone support (Five9)
  • Current Microsoft Server OS
  • Active Directory, creating groups, restricting OUs, Group Policy management. Server 2012 and above background required
  • MS PowerShell, building scripts, creation of accounts and mail accounts
  • Power Application administration, Microsoft Power Bi, Dynamics 365
  • Networks, DHCP, VPN (Direct Access), 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
  • NTFS share permissions, login scripts, Robocopy, User profiles both local and server
  • Office 365, Cloud apps, OneDrive, Azure, AAD
What we offer:
  • Agile working
  • Programmes, resources, and frameworks that provide clarity and structure around career development
  • Informal success conversations to formal mentoring and coaching
  • State-of-the-art collaboration spaces in our offices
  • Multidisciplinary events and dedicated resources

Additional Information:

Job Posted:
February 14, 2026

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