Service Desk Analyst

evelyn Partners; Liverpool; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading wealth management firm in Liverpool is looking for a Service Desk Analyst to provide first line technical support. The ideal candidate will have strong customer service skills, experience in a Service Desk environment, and knowledge of Microsoft products. The role includes managing tickets and ensuring satisfactory resolutions while meeting service KPIs. This position offers a competitive salary and benefits, including a hybrid working model.

Benefits

Competitive salary

Private medical insurance

Life assurance

Pension contribution

Generous holiday package

Option to purchase additional holiday

Shared parental leave

Qualifications

• Experience working on a Service Desk is desirable.
• Familiarity with LANDesk is a plus.
• Degree level education is preferred.
• ITIL Foundation certification is a nice to have.

Responsibilities

• Provide first line technical support via phone and email.
• Log incidents and requests in LANDesk.
• Manage Service Desk tickets and escalate when necessary.
• Maintain high ownership of incidents to ensure customer satisfaction.
• Meet Service Desk KPIs consistently.

Skills

Customer service skills

Verbal communication

Written communication

Problem-solving skills

Teamwork

Ability to work under pressure

Education

Degree level

ITIL Foundation

Tools

LANDesk

Microsoft Office (2010-2016)

Job description

Overview

We\'re seeking a talented Service Desk Analyst to join our team in Liverpool, responsible for providing first line technical support to all Evelyn Partners staff, answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service. The team provides shift cover with current Service Desk operations between 07:30 - 18:00 Mon - Fri. For this role you would be required to work 08:00-16:00 or 09:00-17:00.

Responsibilities

• Provide excellent customer service via the telephone, email and customer portal, maintaining rapport with customers by displaying a detailed understanding of their support requirements.
• Log all incidents and requests in LANDesk.
• Using the impact and urgency matrix, ensure that all incidents are assigned the appropriate SLA.
• Manage all Service Desk tickets, escalating incidents and requests to support teams or DevOps teams as appropriate.
• Understand and proactively operate the escalations procedure defined in the Incident Management process.
• Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution and consistently meet Service Desk (KPI) key performance indicators as set by the Service Desk Team Leader.
• A customer services background with excellent customer service skills.
• Excellent verbal and written communication skills.
• Have an in-depth knowledge of Microsoft products including 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.

Qualifications

• Previous experience working on a Service Desk (desirable).
• Previous knowledge / experience of using LANDesk (desirable).
• Degree level (desirable).
• ITIL Foundation (desirable).

Benefits

• Competitive salary
• Private medical insurance
• Life assurance
• Pension contribution
• Hybrid working model (role dependant)
• Generous holiday package
• Option to purchase additional holiday
• Shared parental leave

Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what\'s next. Our success hinges on our people and that\'s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose - placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We\'re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.

We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At Evelyn Partners we have a wide range of highly active employee resource groups and we\'re delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment. We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.