Hybrid Service Desk Analyst - Elevate IT Support

Evelyn Partners; Liverpool; Hybrid; GBP 22,000 - 34,000; Full time

Benefits offered by this job

Hybrid working model

Private medical insurance

Pension contribution

Life assurance

Generous holiday package

Option to purchase additional holiday

Job summary

Evelyn Partners is seeking a Service Desk Analyst in Liverpool for a 12 month FTC. The role provides first-line technical support to staff, handles calls, emails, and self-service requests, and logs incidents in ServiceNow. It is a hybrid role with coverage from 10:00 to 18:00, Monday to Friday, after initial training.

The ideal candidate will have customer service experience, strong communication skills, and familiarity with Microsoft Office. ITIL Foundation and ServiceNow knowledge are a plus.

Qualifications

• Customer service background with strong communication skills.
• Experience with Microsoft Office products.
• Familiarity with ServiceNow or similar ticketing systems.
• ITIL Foundation certification preferred.

Responsibilities

• Provide first-line technical support to Evelyn Partners staff.
• Answer Service Desk phone and respond to queries by email or self-service.
• Log incidents and requests in ServiceNow and manage tickets.
• Escalate incidents to appropriate support or DevOps teams.
• Adhere to incident management SLAs and KPI targets.
• Offer user coaching and maintain rapport with customers.

Skills

Customer service

Microsoft Office

ServiceNow

ITIL Foundation

Teamwork

Communication

Job description

Evelyn Partners is seeking a Service Desk Analyst in Liverpool for a 12 month FTC. The role provides first-line technical support to staff, handles calls, emails, and self-service requests, and logs incidents in ServiceNow. It is a hybrid role with coverage from 10:00 to 18:00, Monday to Friday, after initial training.

The ideal candidate will have customer service experience, strong communication skills, and familiarity with Microsoft Office. ITIL Foundation and ServiceNow knowledge are a plus.