Service Desk Analyst

5 hours ago

Liverpool, Liverpool, United Kingdom Evelyn Partners Full time

About Evelyn Partners

Evelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.

We provide an award-winning service by employing the best people. Our core values are Personal, Partnership, and Performance, which drive our exceptional track record of growth and innovation.

Job Description

Service Desk Analyst Role

As a Service Desk Analyst at Evelyn Partners, you will provide first-line technical support to our staff. Your responsibilities will include 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 the telephone, email, and customer portal
  • Log all Incidents and Requests in ServiceNow
  • Assign the appropriate SLA using the impact and urgency matrix
  • Manage Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as needed
  • Understand and operate the escalations procedure defined in the Incident Management process
  • Carry out basic operational procedures and instructions to complete tasks accurately and on time
  • Provide user support, coaching, and 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 accurate work completion, checking for mistakes, and correcting them promptly
  • Maintain high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution
  • Meet Service Desk 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

Requirements

  • 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
  • In-depth knowledge of Microsoft products, including Office
  • Excellent customer service skills
  • 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 your 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
  • Strong eye for detail
  • Degree level (preferred)
  • ITIL Foundation (desirable)

Benefits

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

We value diversity and inclusion and are committed to providing a safe and supportive work environment for all colleagues. We welcome applications from candidates with diverse backgrounds and experiences.

  • Service Desk Analyst

    4 days ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Service Desk AnalystAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and assisting in the deployment and management of IT Business Services.Key Responsibilities:Accurately log and manage IT incidents and...

  • Service Desk Analyst

    4 days ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Service Desk AnalystAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and assisting in the deployment and management of IT Business Services.Key Responsibilities:Accurately log and manage IT incidents and...

  • Service Desk Analyst

    1 day ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Service Desk AnalystAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join their team. As a Service Desk Analyst, you will be responsible for providing technical support to users of all IT Business Services, assisting in the deployment and management of IT Business Services, and collaborating with the broader IT...

  • Service Desk Analyst

    1 day ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Service Desk AnalystAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join their team. As a Service Desk Analyst, you will be responsible for providing technical support to users of all IT Business Services, assisting in the deployment and management of IT Business Services, and collaborating with the broader IT...

  • Service Desk Analyst

    3 hours ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job Title: Service Desk AnalystAgility Resourcing is seeking a highly motivated and organized Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.Key Responsibilities:Provide technical support to clients via phone, email, and chatLog...

  • Service Desk Analyst

    59 minutes ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job Title: Service Desk AnalystAgility Resourcing is seeking a highly motivated and organized Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing technical support to our clients and ensuring that their IT needs are met.Key Responsibilities:Provide technical support to clients via phone, email, and chatLog...

  • Service Desk Analyst

    2 weeks ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job OverviewAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a Service Desk Analyst, you will play a critical role in providing technical support to our clients and ensuring the smooth operation of our IT systems.Key ResponsibilitiesProvide timely and effective technical support to clients via...

  • Service Desk Analyst

    2 weeks ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job OverviewAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a Service Desk Analyst, you will play a critical role in providing technical support to our clients and ensuring the smooth operation of our IT systems.Key ResponsibilitiesProvide timely and effective technical support to clients via...

  • Service Desk Analyst

    3 days ago

    Liverpool, Liverpool, United Kingdom Evelyn Partners Full time

    About Evelyn PartnersEvelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.We provide an award-winning service by employing the best people. Our...

  • Service Desk Analyst

    3 days ago

    Liverpool, Liverpool, United Kingdom Evelyn Partners Full time

    About Evelyn PartnersEvelyn Partners is a leading integrated wealth management and professional services group with over 186 years of experience. We offer a range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.We provide an award-winning service by employing the best people. Our...

  • Service Desk Analyst

    4 weeks ago

    Liverpool, Liverpool, United Kingdom Evelyn Partners Full time

    About the RoleWe are seeking a highly skilled and motivated Service Desk Analyst to join our team at Evelyn Partners. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our staff.Key ResponsibilitiesCustomer Service: Provide timely and effective support to customers via various communication...

  • Service Desk Analyst

    7 days ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job OverviewAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a key member of our IT department, you will be responsible for providing exceptional support to our users, ensuring seamless operation of our IT systems, and driving process improvements.Key Responsibilities:Accurately log and manage IT...

  • Service Desk Analyst

    7 days ago

    Liverpool, Liverpool, United Kingdom Agility Resoucing Full time

    Job OverviewAgility Resourcing is seeking a highly motivated and detail-oriented Service Desk Analyst to join our team. As a key member of our IT department, you will be responsible for providing exceptional support to our users, ensuring seamless operation of our IT systems, and driving process improvements.Key Responsibilities:Accurately log and manage IT...

  • Service Desk Support Specialist

    4 days ago

    Liverpool, Liverpool, United Kingdom Reed Technology Full time

    Job Title: Service Desk AnalystReed Technology is seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.Key Responsibilities:Provide customer-centric support, adhering to service level agreements, to...

  • Service Desk Support Specialist

    4 days ago

    Liverpool, Liverpool, United Kingdom Reed Technology Full time

    Job Title: Service Desk AnalystReed Technology is seeking a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.Key Responsibilities:Provide customer-centric support, adhering to service level agreements, to...

  • Service Desk Team Lead

    2 weeks ago

    Liverpool, Liverpool, United Kingdom Ascent People Full time

    Job OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...

  • Service Desk Team Lead

    2 weeks ago

    Liverpool, Liverpool, United Kingdom Ascent People Full time

    Job OverviewWe are seeking a highly skilled Service Desk Team Leader to join our team at Ascent People. As a key member of our IT support team, you will be responsible for leading a team of service desk analysts and providing technical expertise to resolve complex IT issues.Key Responsibilities:Lead a team of service desk analysts to ensure timely and...

  • Service Desk Support Specialist

    5 days ago

    Liverpool, Liverpool, United Kingdom Reed Full time

    Service Desk Analyst Job DescriptionWe are seeking a skilled Service Desk Analyst to join our team at Reed. As a Service Desk Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.Key Responsibilities:Provide customer-centric support, adhering to service level agreements...

  • Service Desk Support Specialist

    5 days ago

    Liverpool, Liverpool, United Kingdom Reed Full time

    Service Desk Analyst Job DescriptionWe are seeking a skilled Service Desk Analyst to join our team at Reed. As a Service Desk Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.Key Responsibilities:Provide customer-centric support, adhering to service level agreements...

  • Service Desk Support Specialist

    3 days ago

    Liverpool, Liverpool, United Kingdom Reed Full time

    Service Desk Analyst Job DescriptionWe are seeking a skilled Service Desk Analyst to join our team at Reed. As a Service Desk Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and efficient manner.Key Responsibilities:Provide customer-centric support, adhering to service level agreements...