Service Desk Analyst

Evelyn Partners; Liverpool; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading company in wealth management is seeking a Service Desk Analyst to provide first-line technical support. The role involves managing Service Desk tickets, ensuring excellent customer service, and logging incidents. Ideal candidates will have a customer service background and experience in a Service Desk environment.

Qualifications

• Customer service background preferred.
• Experience on a Service Desk desirable.

Responsibilities

• Provide first-line technical support to staff.
• Log Incidents and Requests in LANDesk.
• Manage Service Desk tickets and escalate as needed.

Skills

Customer service

Communication

Microsoft Office

Education

Degree level

ITIL Foundation

Tools

LANDesk

Job description

Join to apply for the Service Desk Analyst role at Evelyn Partners.

Company Description

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, guided by our purpose – placing the power of good advice into more hands. We strive to understand the needs of our clients and what matters most to them, helping them make significant decisions with confidence, providing strong foundations for the future, and guiding them towards their goals.

Job Description

Job Purpose

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

Key Responsibilities

• Provide excellent customer service via telephone, email, and customer portal
• Log all Incidents and Requests in LANDesk
• Ensure all Incidents are assigned the appropriate SLA based on impact and urgency
• Manage Service Desk tickets, escalating Incidents and Requests to support or DevOps teams as appropriate
• Understand and proactively follow the escalations procedure in the Incident Management process
• Carry out operational procedures and instructions accurately and timely

Skills, Experience & Qualifications

• Customer service background (desirable)
• Experience working on a Service Desk (desirable)
• Knowledge of LANDesk (desirable)
• Excellent verbal and written communication skills
• In-depth knowledge of Microsoft Office products (2010-2016)
• Excellent customer service skills

Professional Qualifications and Education

• Degree level (preferred)
• ITIL Foundation (desirable)

Seniority level

• Associate

Employment type

• Full-time

Job function

• Finance