Service Desk Analyst

TN United Kingdom; Liverpool; On-site; GBP 25,000 - 35,000; Full time

Job description

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Evelyn Partners is the UK’s leading integrated wealth management and professional services group, with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to individuals, family trusts, professional intermediaries, charities and businesses.

We provide an award-winning service for our clients by employing the best people. Join us on our mission to place the power of good advice into more hands because we believe that everyone deserves access to good advice, regardless of where they’re at in their financial journey.

An exceptional track record of growth and innovation is driven by our core values of: Personal, offering advice based on a true understanding of what matters to our clients; Partnership, working with our clients in a joined-up, collaborative way; and Performance, demonstrating a breadth and depth of advice expertise to deliver first-class results.

Job Description

What will you be doing?

IT Service Desk Analysts provide first line technical support to all Evelyn Partners staff. Service Desk Analysts are responsible for answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service.

As Service Desk Analyst, some of your responsibilities will include:

• Provide excellent Customer Service via the telephone, email and customer portal
• Log all Incidents and Requests in ServiceNow
• 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
• Carry out basic operational procedures and instructions so that tasks are completed accurately and on time
• Provide user support, coaching/mentoring to end-users
• Maintain rapport with Customers by displaying a detailed understanding of their support requirements
• Contribute to continuous improvement and ongoing development of your own knowledge and skills
• Ensure that your own work is completed accurately, checking for mistakes, and correcting them promptly
• Maintain high-levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
• Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader
• Provide shift cover with current Service Desk operations between 07:30 – 18:00 Mon – Fri

Qualifications

To be successful in this role, you should:

• A customer services background (desirable)
• Previous experience working on a Service Desk (desirable)
• Previous knowledge / experience of using ServiceNow (desirable)
• Excellent verbal and written communication skills
• Have an in-depth knowledge of Microsoft products including Office 2010 - 2016
• High degree of multi-tasking
• Assertive, confident, positive, and professional manner
• Ability to deal with potentially stressful situations
• Flexible and adaptable as the business demands
• Ability to work in a team as well as on own
• Excellent problem-solving skills
• Strong attention to detail in logging support calls, updating call details and managing call closure
• Ability to work under pressure
• Degree level (preferred)

Additional Information

As a colleague here at Evelyn Partners, you will have access to benefits that include:

• Private medical insurance
• Life assurance
• Pension contribution
• Generous holiday package
• Option to purchase additional holiday
• Shared parental leave

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.