Hybrid IT Service Desk Analyst – First-Line Support

SmartRecruiters, Inc.; Liverpool; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance

Pension contribution

Generous holiday package

Option to purchase additional holiday

Shared parental leave

Job summary

Evelyn Partners in Liverpool is seeking a Service Desk Analyst for a 12-month fixed-term contract. The role is hybrid, with coverage from 10:00 to 18:00, Monday to Friday, following training.

You will provide first-line technical support, log incidents, and respond to queries via phone, email, and self-service. Key responsibilities include logging incidents in ServiceNow, maintaining SLAs, collaborating with DevOps, and ensuring high customer service standards.

Qualifications

• Customer services background with excellent customer service skills.
• Excellent verbal and written communication skills.
• In-depth knowledge of Microsoft Office (Office 2010–2016).
• Ability to deal with potentially stressful situations.
• Ability to work in a team as well as on own.
• Excellent problem-solving skills and the ability to work under pressure.
• Previous experience on a Service Desk.
• Knowledge or experience of using ServiceNow.
• ITIL Foundation.

Responsibilities

• Provide first line technical support to Evelyn Partners staff.
• Answer the Service Desk phone, log Incidents and Requests and respond to queries by email or self-service.
• Log Incidents and Requests in ServiceNow and manage tickets; escalate as appropriate.
• Use the impact and urgency matrix to assign the correct SLA to Incidents.
• Understand and apply the escalation procedure in Incident Management.
• Provide user support, coaching/mentoring to end-users and maintain rapport with Customers.
• Meet Service Desk KPI targets as set by the Team Leader.

Skills

Customer service

Communication skills

MS Office

ServiceNow

ITIL Foundation

Team player

Problem solving

Education

IT-related qualification

Tools

ServiceNow

Job description

Evelyn Partners in Liverpool is seeking a Service Desk Analyst for a 12-month fixed-term contract. The role is hybrid, with coverage from 10:00 to 18:00, Monday to Friday, following training.

You will provide first-line technical support, log incidents, and respond to queries via phone, email, and self-service. Key responsibilities include logging incidents in ServiceNow, maintaining SLAs, collaborating with DevOps, and ensuring high customer service standards.