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Service Desk Analyst
2 months ago
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
The Service Desk Analyst will provide first-line technical support to all Evelyn Partners staff. This role involves answering the Service Desk phone, logging Incidents and Requests, and responding to queries raised by email or self-service.
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 all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
- 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 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 creating a workplace where all colleagues feel respected and valued. We welcome applications from candidates with diverse backgrounds and experiences.
