Support Analyst

Duties and Responsibilities

  • Be the first point of contact to provide 1st, 2nd technical support for the Service Desk
  • Provide cover to the business from 08:00 – 18:00 on a shift basis
  • Accurately record all details of calls (via telephone or email) on the Service Desk application and pro-actively manage the call queue on a regular basis
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Take ownership of user problems and be proactive when dealing with user issues
  • Update and maintain the IT asset database whilst ensuring a high degree of accuracy
  • Support the firm’s laptop environment with Windows 10 and Office 365
  • Application support of key business applications
  • Providing remote assistance to support staff and partners working away from the office
  • Provide support for the cloud hosted Teams telephony and collaborative system
  • Configure, deploy and support the firm’s fleet of mobile devices and printers
  • Support new and existing users in the use of the firm’s IT system by providing necessary training and advice including induction training for new staff
  • Configure and deploy desktop PCs, laptops in line with departmental deployment / moves & changes processes
  • Follow and maintain departmental procedures, such as the starter & leaver process
  • Work with the Systems Administrator \ IT Service Delivery Manager on complex problems
  • Assist the IT team with the implementation of new projects

 

Required Skills

  • 2-3 years’ experience working within a 1st/2nd line Service Desk support role
  • Knowledge of Active Directory Users and Computers
  • Knowledge of Windows 10
  • Knowledge and experience with Office 365
  • Excellent communications skills, both verbal and written

 

Preferred skills and qualifications

  • Strong networking and troubleshooting experience
  • ITIL Foundation

Jon Maddison

Within the sector, Jon has a particular specialism in technology clients, which include both privately owned companies as well as publicly listed groups. He has experience in managing the audit process of AIM listed groups and is currently the manager on three AIM listed clients which provides him with a strong understanding of the reporting requirements for AIM listed entities.

Jon regularly works with entrepreneurial, scale-up businesses and understands the importance of regular communication, backed by strong, sector specific technical expertise.

Jon attends sector specific events and contributes to technical content and training within the sector.

Outside of work Jon enjoys most sports, including golf, squash, skiing and rugby.

Jake Pearlman

As well as acting as the director on audit engagements, Jake assists his clients on other financial transactions such as financial modelling, financial due diligence, restructuring and IPOs. Jake provides his clients with in depth yet pragmatic and efficient advice, assisting them through the different stages of their journey as they grow.

Jake was named in the Accountancy Age UK Top 35 under 35 in December 2019 and leads the firm’s property sector. Jake regularly writes for industry publications and is a regular attendee at industry events such as Qandor and the London Real Estate Forum.

Outside of work, Jake is a sports enthusiast, spending his weekends running, playing football and suffering at the hands of Arsenal.

Financial Modelling

Financial modelling is at the crux of a significant amount of business decisions, whether it is applied to assessing strategic goals, looking at whether to acquire or sell, investing in capex or resource, raising finance or just generally planning for the business strategic and working capital needs in the future.  Forecasting scenarios by utilising a model, which allows you to assess flexible, but tailored assumptions, will enable you to understand both the opportunities as well as the risks and potential pinch points in your business.

Tom Wilson

Whilst Tom’s delivery is focused on statutory audit and accountancy, but additionally Tom provides advice on financial system and internal controls reviews, as well as financial best practice and governance matters. He also has significant experience with due diligence and modelling assignments, particularly in the education sector.

Tom was appointed Partner in October 2017 having worked his way through the ranks since joining haysmacintyre as a trainee in 2008.

He is a member of the Sport, Entertainment and Media committee at the ICAEW and contributes to the committee through his knowledge and experience of the sport sector and NGBs.

Tom’s interests outside of work are mostly sports-related, and he has travelled the globe to attend football and cricket tournaments. Right now, firmly rooted in the UK, he is a keen follower of Blackpool Football Club.

Laura Mott

Laura has specialist knowledge of the public markets in the UK and have advised on a number of flotations on AIM, the standard segment of the main market and Aquis Exchange. From an audit perspective Laura’s main focus is advising AIM and quoted companies and she manages a broad corporate client portfolio including media, technology and financial services companies. Laura also sits on our firm’s Strategic Group and has been involved in deriving the firms strategy over the next three years.

Outside of work Laura loves to travel and she enjoys London life in general especially the capital’s restaurants. She also enjoys playing golf when she gets time.

Jon Dawson

Jon looks after his clients’ needs across a range of services including transactional services (IPOs, reverse takeovers, due diligence, MBOs, trade sales and M&A), statutory audits, tax compliance, outsourcing solutions and other areas of accounting and tax advisory work. Jon has widespread experience working closely with clients as they go through a period of change, whether it be rapid growth, fundraising, or an exit. Jon enjoys advising his clients throughout their journey and looks after an array of the firm’s creative digital and technology clients, ranging from privately-owned companies to publicly-listed groups. Jon has a number of other responsibilities within the firm which include roles on the Audit Management Committee (overseeing the management of the firm’s audit department), the AsiaPac International Desk (working closely with our MSI Global Alliance colleagues on a number of international engagements) and the firm’s Social Committee.

Prior to haysmacintyre, Jon spent some time working in Hong Kong, having been born there and always wanting to return after completing his degree. Jon graduated with a first class degree in Mathematics from the University of Southampton.

Beyond haysmacintyre, Jon is a member of 2040, a programme comprised of four pillars: connectivity, development, wellness and impact to prepare its Members for the next paradigm of business and social progression. Jon is also undertaking a digital MBA with a curriculum focussed on understanding his clients better: Business model innovation, Testing business ideas & ‘The Lean Start-up’, Business and marketing strategies, Leadership, Entrepreneurship & Fundraising, The power of being a (Digital) marketer, Finance & accounting, HR & talent management, Disruptive tech in business.

Outside of work Jon enjoys most sports, including running, cycling, skiing, rugby, golf and anything adventurous. He also loves spending time with his family and friends, and enjoying the variety of restaurants that London has to offer.

Christopher Cork

Chris specialises in corporate reporting assignments, including statutory audit and reporting accountant roles. More broadly, his transaction advisory expertise also covers due diligence, financial modelling and accounting standards transition projects.

Chris’s clients are typically investor backed and his portfolio comprises several AIM-listed and private equity backed groups. This makes Chris ideally placed to work with clients throughout their growth trajectory as they encounter the challenges of an increasing complex financial reporting environment.

Chris is an active member of our international desks services and focuses on North America, where many of his clients have subsidiary operations or report to a parent company. He is also a regular contributor to our MSI Global Alliance’s special interest groups on audit and M&A.

Away from his client work, in September 2021 Chris was placed 13th in Accountancy Age’s 35 under 35. He is also a regular speaker at events focused on scale up businesses such as the London Stock Exchange’s Elite programme and The ScaleUp Accelerator.

In his spare time, Chris enjoys cycling and music.

Transaction Advisory Services

We can help you complete deals quickly, smoothly and on favourable terms. We do this by identifying the risks early and uncovering the information that can be crucial in negotiating the terms of a deal.

Ian Cliffe

In addition to being a general practice partner offering general business and financial advice to his diverse client base, Ian also provides specialist corporate finance services including helping business implement their strategic growth and exit planning, financial and tax due diligence assignments, capital markets work including deal structuring/advisory and reporting accountants work on Standard, AIM and Aquis markets.

Having joined the firm in 1992 from university, Ian became ACA and CF qualified and progressed through the firm to become a partner in 2001. Since then, he has developed his client base and specialisms, also carried out a number of managerial roles including heading up the audit division, being part of the firm’s management including being managing partner from 2013 to 2019. The experience obtained from running the firm has been invaluable in developing Ian’s commercial and business skills that he can apply to client situations in his day to day advisory capacity.

Outside haysmacintyre and family life, Ian enjoys cycling, walking, generally keeping active and exploring new places and experiencing new activities. Both business wise and personally, travel has also been a great enjoyment – something that will also feature high on Ian’s plans over the coming years.

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