Service Desk Analyst - 12 Month FTC

SmartRecruiters, Inc.; Liverpool; Hybrid; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Private medical insurance

Life assurance

Pension contribution

Generous holiday package

Option to purchase additional holiday

Shared parental leave

Job summary

Evelyn Partners in Liverpool is seeking a Service Desk Analyst for a 12-month fixed-term contract. The role is hybrid, with coverage from 10:00 to 18:00, Monday to Friday, following training.

You will provide first-line technical support, log incidents, and respond to queries via phone, email, and self-service. Key responsibilities include logging incidents in ServiceNow, maintaining SLAs, collaborating with DevOps, and ensuring high customer service standards.

Qualifications

• Customer services background with excellent customer service skills.
• Excellent verbal and written communication skills.
• In-depth knowledge of Microsoft Office (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.
• Previous experience on a Service Desk.
• Knowledge or experience of using ServiceNow.
• ITIL Foundation.

Responsibilities

• Provide first line technical support to Evelyn Partners staff.
• Answer the Service Desk phone, log Incidents and Requests and respond to queries by email or self-service.
• Log Incidents and Requests in ServiceNow and manage tickets; escalate as appropriate.
• Use the impact and urgency matrix to assign the correct SLA to Incidents.
• Understand and apply the escalation procedure in Incident Management.
• Provide user support, coaching/mentoring to end-users and maintain rapport with Customers.
• Meet Service Desk KPI targets as set by the Team Leader.

Skills

Customer service

Communication skills

MS Office

ServiceNow

ITIL Foundation

Team player

Problem solving

Education

IT-related qualification

Tools

ServiceNow

Job description

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 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.

Job Description

What will you be doing?

We’re seeking a talented Service Desk Analystto join our team in Liverpool on a 12 month FTC, 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.

This is a hybrid working role. Following extensive training, this role will provide Service Desk cover 10:00 - 18:00 Monday to Friday.

As a Service Desk Analyst, your responsibilities will include among others:

• Provide excellent Customer Service via the telephone, email and customer portal while maintaining high-levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
• Log all Incidents and Requests in ServiceNow, manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
• Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA
• Understand and proactively operate the escalations procedure defined in the Incident Management process
• Provide user support, coaching/mentoring to end-users and maintain rapport with Customers by displaying a detailed understanding of their support requirements
• Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader

Qualifications

To be successful in this role, you should:

• 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
• Previous experience working on a Service Desk
• Previous knowledge or experience of using ServiceNow
• ITIL Foundation

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.