Senior Helpdesk Analyst

The Senior Helpdesk Analyst is responsible for delivering advanced technical support and ensuring a consistently high standard of customer service across the organisation. Serving both as the first point of contact for complex issues and the escalation point for incidents requiring deeper technical expertise, the role plays a critical part in maintaining the stability, reliability, and optimisation of ICT services. The Senior Helpdesk Analyst supports the continuous improvement of Helpdesk operations, drives efficient incident resolution, and enhances service quality. In addition, the role provides guidance and mentorship to junior analysts, promoting skills development and fostering a culture of collaboration, professionalism, and service excellence within the BDO SA IT Operations & Security team

Main Duties and Responsibilities

• Demonstrate a strong understanding of BDO’s business environment and ensure all support tickets are effectively managed and resolved to minimise disruption to staff and client service delivery.
• Manage and prioritise incoming Help Desk requests across all channels, ensuring timely, efficient incident resolution in line with agreed SLAs.
• Act as an escalation point for Helpdesk Analysts, resolving advanced issues or coordinating escalation to 2nd and 3rd line support and external vendors when required.
• Prioritise incidents based on business impact and urgency, ensuring clear and accurate logging, categorisation, and documentation within the ITSM system.
• Maintain consistent, professional communication with end users, providing updates on progress, resolutions, and expected timelines.
• Monitor incident trends and analyse Help Desk data to identify recurring issues, propose process improvements, and proactively prevent potential problems.
• Produce and maintain daily, weekly, and monthly operational reports, statistics, and dashboards, updating them to reflect the evolving needs of the ICT department.
• Provide guidance, coaching, and technical mentorship to junior helpdesk staff to build capability and improve service quality.
• Uphold high customer service standards by demonstrating professionalism, empathy, and a solutions focused approach on all interactions.
• Provide feedback and insights to management on recurring issues, user experience challenges, and operational risks or improvements.
• Participate in developing and delivering end user training programmes to enhance digital literacy and promote self-service.
• Leverage ITIL best practices and Help Desk process frameworks to drive continual service improvement, including automation and effective use of the knowledge base.
• Support first-line incident resolution and correctly escalate issues requiring second or third line intervention.
• Manage user accounts, passwords, and access changes as required, ensuring compliance with security policies.
• Monitor and support endpoint device security, ensuring compliance with organisational standards.
• Provide technical support for meeting rooms and AV equipment to ensure seamless setup and functionality.
• Proactively troubleshoot and analyse user issues using Nexthink, driving rapid resolution and improved user experience.
• Embrace ongoing learning of innovative methods, including the integration of automation and artificial intelligence solutions.
• Act as the ICT supervisor’s deputy during their absence and as the designated delegate.

Qualifications/Recognition of Prior Learning equivalent A+, N+, ITIL V4

• NQF Level 6 IT-related Qualification or higher in Information Technology.
• Matric

Work Experience

• Minimum 10 years in a Corporate IT team providing end-user support.

Knowledge

• Office 365 support
• Excellent communication and customer service ability.
• Enterprise applications (ERP, CRM) and cloud services
• Ability to work under pressure and handle escalations calmly.
• Strong problem-solving and analytical thinking.

Competencies: Technical & Behavioural

Technical Competencies

• Required experience in IT support management.
• Ability to contribute to a high- performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals and realise value.
• Experience in working with large teams.
• Desire to work in an information system environment.
• Knowledge of Information Technology Service Management (ITSM) system (Service Now and SysAid)
• Good problem-solving skills
  Knowledge in using TeamViewer.
  Active Directory administration
  MDM Experience

Behavioural Competencies Holistic and Logical Thinking

• Disciplined
• Flexible/Dependable
• Proactive Personality
• Must be a team player
• Attention to Detail
• Self-Starter

BDO Core Competencies

• Relationships and Collaboration
• Exceptional Client Service
• Business Growth
• Engaging people
• Leadership
• Quality, Risk management and Operational performance