As IT Service Desk Analyst, you will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.
You will be responsible for logging tickets in our ITSM platform, problem management and ensuring our assets are all correctly tracked using our asset management process. In addition to this, you will have the opportunity to be involved in delivering key projects to our end users and assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams.
Key Responsibilities
Be the first point of contact for users, logging and responding to incidents using our ITSM platform. Providing excellent customer service to colleagues and users. Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets. Complete relevant and skilled investigations, before escalating to our 2nd line team. Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers. Take ownership of the Asset Management process for all devices across the firm. Create Knowledge Base articles for “quick fixes” and whenever new solutions are learned from support enquiries. Onboarding new starters including conducting inductions and providing them with basic IT training. To liaise with 3rd party suppliers and vendors. You may be required to provide onsite and direct support to users in the other Mercer & Hole offices (London, Rickmansworth, and Milton Keynes). (Note: in addition to these functions employees are required to carry out such other duties as may reasonably be required). Experience Required
Knowledge of Microsoft client operating systems and applications Azure Active Directory administration (Users and Computers) Strong hardware diagnostics and fault-finding experience Basic Citrix Virtual Desktop administration Knowledge of Office 365 including Teams, OneDrive, Copilot, and SharePoint Online Basic understanding of LAN and WAN network topologies Basic understanding of Microsoft SQL Server FreshService or other ITSM Tool Knowledge of Computer Hardware and Peripherals. Understanding of mobile devices (iPhones & Android). Detailed ticket logging abilities. Qualifications/Education Required
3 years’ experience in a similar role GCSE level education Full driving license and use of own car with Business Insurance Experience working in a Professional Services organisation Experience with CCH Central/Audit Automation/Document Management. Experience with Azure Virtual Desktop Excellent communication and documentation writing skills Ability to follow process and procedure correctly and accurately Good organisational skills with the ability to work on multiple time sensitive deliverables Team player Motivated individual who can work to deadlines and within set SLAs About Mercer & Hole
Mercer & Hole is an independent firm since being founded in 1905. Today, we are proud to say that we are a growing top 40 accountancy firm performing Audit, Corporate Tax, and advisory work. We are also a top 20 UK firm for both private client tax work and financial planning. The firm is led by 24 partners, many of whom are top 4 trained, and we value teamwork with over 240 staff across four locations in the UK, with our flagship office in the heart of the City in Lombard Street. We work with businesses and individuals and provide a quality, personalised service with high levels of expertise across all aspects of audit, accountancy, tax, and financial planning. We have the technical knowledge and excellence, but we also aim to give our clients practical options, and always make complex issues easy to understand. The secret to our success is a commitment to deliver only the best for our clients and to exceed their expectations from our initial contact and throughout our relationship. We are recognised for being friendly and approachable, taking the time to get to know our clients as people so that we understand what is important to them, their business ventures, and their family commitments. The firm has a varied, international client base and an international presence as we are founding members of The International Accounting Group and TAG Law which aligns over 16,000 professionals globally. Making a Difference
People and businesses are facing unprecedented change. Across all sectors, business owners, Boards and Executive Management Teams must continually re-evaluate their position and make tough decisions that will affect their future goals and those of their organisations. We work with a range of clients from start-ups, SMEs and larger corporations, including listed business, across a wide scope of industry sectors to provide them with a range of specialised services. At Mercer & Hole, we are known for our exceptional level of client care. We believe taking time to get to know our clients gives us a greater understanding of their business goals to provide real value. We really want to attract and retain individuals who share our Values: Together
- The firm with the family feel. Express gratitude. Smile. Be humble and confident. Have fun. Resilient
- Change is imminent, and business is imperfect. Be open minded & agile. Assume positive intent and exercise the power of positive thinking. Supportive
- We support what is important to you and show kindness in our behaviour to each other. We encourage each other to realise our potential. We strive to be the best, innovate and always do exceptional work. That’s who we are and what our clients deserve.
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Be the first point of contact for users, logging and responding to incidents using our ITSM platform. Providing excellent customer service to colleagues and users. Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets. Complete relevant and skilled investigations, before escalating to our 2nd line team. Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers. Take ownership of the Asset Management process for all devices across the firm. Create Knowledge Base articles for “quick fixes” and whenever new solutions are learned from support enquiries. Onboarding new starters including conducting inductions and providing them with basic IT training. To liaise with 3rd party suppliers and vendors. You may be required to provide onsite and direct support to users in the other Mercer & Hole offices (London, Rickmansworth, and Milton Keynes). (Note: in addition to these functions employees are required to carry out such other duties as may reasonably be required). Experience Required
Knowledge of Microsoft client operating systems and applications Azure Active Directory administration (Users and Computers) Strong hardware diagnostics and fault-finding experience Basic Citrix Virtual Desktop administration Knowledge of Office 365 including Teams, OneDrive, Copilot, and SharePoint Online Basic understanding of LAN and WAN network topologies Basic understanding of Microsoft SQL Server FreshService or other ITSM Tool Knowledge of Computer Hardware and Peripherals. Understanding of mobile devices (iPhones & Android). Detailed ticket logging abilities. Qualifications/Education Required
3 years’ experience in a similar role GCSE level education Full driving license and use of own car with Business Insurance Experience working in a Professional Services organisation Experience with CCH Central/Audit Automation/Document Management. Experience with Azure Virtual Desktop Excellent communication and documentation writing skills Ability to follow process and procedure correctly and accurately Good organisational skills with the ability to work on multiple time sensitive deliverables Team player Motivated individual who can work to deadlines and within set SLAs About Mercer & Hole
Mercer & Hole is an independent firm since being founded in 1905. Today, we are proud to say that we are a growing top 40 accountancy firm performing Audit, Corporate Tax, and advisory work. We are also a top 20 UK firm for both private client tax work and financial planning. The firm is led by 24 partners, many of whom are top 4 trained, and we value teamwork with over 240 staff across four locations in the UK, with our flagship office in the heart of the City in Lombard Street. We work with businesses and individuals and provide a quality, personalised service with high levels of expertise across all aspects of audit, accountancy, tax, and financial planning. We have the technical knowledge and excellence, but we also aim to give our clients practical options, and always make complex issues easy to understand. The secret to our success is a commitment to deliver only the best for our clients and to exceed their expectations from our initial contact and throughout our relationship. We are recognised for being friendly and approachable, taking the time to get to know our clients as people so that we understand what is important to them, their business ventures, and their family commitments. The firm has a varied, international client base and an international presence as we are founding members of The International Accounting Group and TAG Law which aligns over 16,000 professionals globally. Making a Difference
People and businesses are facing unprecedented change. Across all sectors, business owners, Boards and Executive Management Teams must continually re-evaluate their position and make tough decisions that will affect their future goals and those of their organisations. We work with a range of clients from start-ups, SMEs and larger corporations, including listed business, across a wide scope of industry sectors to provide them with a range of specialised services. At Mercer & Hole, we are known for our exceptional level of client care. We believe taking time to get to know our clients gives us a greater understanding of their business goals to provide real value. We really want to attract and retain individuals who share our Values: Together
- The firm with the family feel. Express gratitude. Smile. Be humble and confident. Have fun. Resilient
- Change is imminent, and business is imperfect. Be open minded & agile. Assume positive intent and exercise the power of positive thinking. Supportive
- We support what is important to you and show kindness in our behaviour to each other. We encourage each other to realise our potential. We strive to be the best, innovate and always do exceptional work. That’s who we are and what our clients deserve.
#J-18808-Ljbffr
