Hybrid Service Desk Analyst - 1st Line IT Support

Evelyn Partners; Liverpool; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Private medical insurance

Life assurance

Pension contribution

Hybrid working model

Generous holiday package

Option to purchase additional holiday

Shared parental leave

Job summary

Evelyn Partners, a UK wealth management leader, is seeking a Service Desk Analyst in Liverpool on a 12 month FTC. The role is hybrid with training leading to coverage from 10:00 to 18:00, Monday to Friday, supporting staff with first line technical help.

Responsibilities include logging incidents, handling requests via ServiceNow, and ensuring SLA adherence while providing excellent customer service and teamwork. Prior experience on a Service Desk and ITIL Foundation are advantageous.

Qualifications

• Customer service background with excellent customer service skills.
• Excellent verbal and written communication skills.
• In-depth knowledge of Microsoft Office (Office 2010–2016).
• Ability to work under pressure and in a team.
• Experience on a Service Desk and ITIL Foundation is desirable.

Responsibilities

• Provide excellent Customer Service via telephone, email, and portal; own incidents through lifecycle to resolution.
• Log incidents and requests in ServiceNow; manage tickets; escalate to appropriate teams.
• Apply SLA based on impact and urgency; monitor incident priority.
• Follow escalations procedure as defined in Incident Management.
• Provide user support and mentoring; maintain rapport with customers.
• Meet Service Desk KPIs as set by the Team Leader.

Skills

Customer service

Communication

Teamwork

Stress management

Problem solving

Education

ITIL Foundation

Tools

ServiceNow

Job description

Evelyn Partners, a UK wealth management leader, is seeking a Service Desk Analyst in Liverpool on a 12 month FTC. The role is hybrid with training leading to coverage from 10:00 to 18:00, Monday to Friday, supporting staff with first line technical help.

Responsibilities include logging incidents, handling requests via ServiceNow, and ensuring SLA adherence while providing excellent customer service and teamwork. Prior experience on a Service Desk and ITIL Foundation are advantageous.