BDO Global

Dedicated Service Desk


BDO is an international network of public accounting, tax and advisory firms, and is at the forefront of digital transformation in professional services businesses.Led by Global Head of IT Belinda Thompson, BDO Global’s Information Technology (IT) department has more than 300 staff worldwide, providing access to a range of commercially viable IT products and governing standards for its member firms and the Global IT network. BDO Global IT is focussed on delivering game changing tools to enable its people to reach maximised efficiencies at an operational level and in its dealings with member firms.



Business Challenge

With the extension of its Global Office Corporate Network, the BDO Global IT team faced the challenge of managing and maintaining global office requirements with its existing resources – particularly with the added challenge of adapting to the COVID-19 pandemic. Driven by Russ Phillips, BDO Global IT Director of Infrastructure and Services, it was critical for BDO Global IT to execute the speed of change that allows the network to be early adopters in digital technology, taking advantage of the multiple efficiencies available through the network’s toolkit.

Without hindering day-to-day operations, the new strategy needed to encompass:

• Flexible ways of working with the utilisation of key technology stacks

• Support function for the global offices

• A proactive, customer-first service desk

• Full cloud capabilities to ensure security, efficiency, and sustainability


To accommodate the ever-growing need for a worldwide IT platform, BDO Global IT partnered with MOQdigital to provide 24/7 management of its global office environment through a fully cloud-aligned Microsoft 365 platform to provide 24/7 management of IT operations for global staff. Operating on Microsoft 365 and across eight Azure data centres across the globe, the platform features modern and flexible IT tools, ensuring a consistent and simple experience for BDO Global IT executives and ultimately, the end-user BDO Global staff.

“I am delighted that we have been able to future-proof our business in partnership with MOQdigital and create an environment which will empower our professionals to embrace change and digital transformation in the modern workplace.”


Belinda Thompson, BDO Global Head of IT


The global IT platform enabled BDO Global IT to hit the ground running during the pandemic and thrive, with the rapid implementation of a virtual toolkit to support value realisation and flexible operations. The Microsoft 365 toolkit ensured the team had the latest functionality, tailoring its services to educate and support users with live toolkit updates. The global IT change program ensured BDO didn’t miss a beat during the height of the pandemic, with the BDO team receiving the highest level of personalised services, which could be called upon whenever and wherever needed.

At its core, the result is a modern, secure and sustainable environment that has extended and enhanced automation and efficiency for optimal operation. The platform and toolkit provided virtual working capabilities, which has been vital throughout the pandemic. This innovative approach has enabled full capability, efficiency and the opportunity to leverage the latest and greatest features which saw the BDO Global IT team excel through a challenging period.

The impact the platform and partnership with MOQdigital has had is reflected in its ability to exceed its service-level agreement (SLA) every month. The overwhelmingly positive feedback from BDO Global IT staff highlights MOQdigital’s quick and friendly response and resolution, simple and effective communication and consistent follow-ups with end-users.

In addition, support from Microsoft in awareness and education around features and functionality allowed for maximised value to be leveraged. The efficiencies this has delivered means the physical office becomes redundant for day-to-day operations, but we still maintain all the support and value that the office would deliver from anywhere in the world. This has been delivered through many aspects of the toolkit, such as Teams and Power Platform.

Workplace Analytics gives the ability to turn insights into actions that help drive decision making, acting as a support service for managers and team members, particularly throughout the pandemic.

Enterprise Design & Standard Operating Environment Spending significant time on the design and architecture, the new global IT platform adapts to the needs of the evolving world in which we operate – catering to the complexity of BDO’s global profession. The Microsoft suite has been designed to entirely align to BDO Global’s information security policy to ensure complete ease and ability of compliance.

“What astounds us is that for 300 people there was less than 15 outstanding service tickets each month – which is just unheard of in IT, so this clearly speaks to the exceptional level of service our BDO Global IT team received from MOQDigital.”


Russ Phillips, BDO Global IT Director of Infrastructure and Services

Key highlights include:

Modern Workplace Environment

The MOQdigital platform provides a modern workplace environment that ensures the flexibility and future durability of BDO Global operations. Fully cloud-aligned using Microsoft 365 technology, MOQdigital’s platform uses functionality as it is released, enabling BDO Global to embrace change and digital transformation in the modern workplace environment and cater to the complexity of our global operations. The cloud alignment also supports security, efficiency and sustainability values ofBDO Global operations.

24/7 Global Service Desk Support

Using the latest Microsoft 365 technology, a dedicated 24/7 support team was assigned to provide hands on and personalised support to all BDO Global offices. The introduction of a dedicated support team allowed MOQdigital’s Service Desk team to integrate into BDO Global culture and better understand the nuances of the business. The dedicated Service Desk team also communicate directly with BDO Global’s technology vendors, and the wider MOQdigital Professional Services and Consulting teams, helping them integrate seamlessly into BDO Global’s environment.

24/7 Security and Cloud Monitoring

MOQdigital’s 24/7 Network Operations Centre (NOC) and Security Operations Centre (SOC) provide extensive monitoring of BDO Global’s environment, proactively identifying and resolving potential issues in real time. The NOC / SOC resolves issues directly with third part technology vendors and ISPs.

Scheduled Maintenance, Security and Health checks

MOQdigital provides a vast range of maintenance services on an ongoing basis, to ensure a positive experience for BDO Global’s end users. Maintenance services include health and security checks, desktop and infrastructure operating system updates, technical reporting such as license utilisation and infrastructure capacity and network firmware. The forced regularity and scheduling of these checks and process ensures the security and wellbeing of our network, meaning we are well-equipped to deal with any vulnerabilities.

MOQdigital has cross-industry expertise in IT managed services

for Education, Finance, Government, Health, Utilities and Mining & other Industries

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