Service Desk Analyst - 12 Month Ftc

Evelyn Partners; Liverpool; Hybride; GBP 22 000 - 34 000; Plein temps

Avantages offerts par ce poste

Hybrid working model

Private medical insurance

Pension contribution

Life assurance

Generous holiday package

Option to purchase additional holiday

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer service

Microsoft Office

ServiceNow

ITIL Foundation

Teamwork

Communication

Description du poste

Job Description

What will you be doing?

We’re seeking a talented Service Desk Analyst to 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

Desired

• 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:

• 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

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.