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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 a rich history of over 186 years of experience in helping individuals and businesses thrive.
We offer a comprehensive range of financial and professional services to our clients, including wealth management, tax, audit, and advisory services.
Our Mission
We are committed to delivering exceptional service to our clients by employing the best people and fostering a culture of collaboration, innovation, and excellence.
Job Summary
We are seeking a highly skilled Service Desk Analyst to join our team, providing first-line technical support to our staff and ensuring seamless IT operations.
Key Responsibilities
- Provide exceptional customer service via phone, email, and customer portal
- Log all incidents and requests in ServiceNow, ensuring accurate and timely resolution
- Utilize the impact and urgency matrix to assign SLAs and prioritize tasks
- Manage service desk tickets, escalating incidents and requests to support teams or DevOps teams as needed
- Operate the escalations procedure defined in the incident management process
- Perform basic operational procedures and instructions to ensure tasks are completed accurately and on time
- Provide user support, coaching, and mentoring to end-users
- Maintain rapport with customers by demonstrating a deep understanding of their support requirements
- Contribute to continuous improvement and ongoing development of your own knowledge and skills
- Ensure accurate and timely completion of work, checking for mistakes and correcting them promptly
- Maintain high levels of incident ownership throughout the incident lifecycle to achieve satisfactory customer resolution
- Meet service desk KPIs as set by the service desk team leader
- Provide shift cover for current service desk operations between 07:30 and 18:00, Monday to Friday
Requirements
- A customer services background is desirable
- Previous experience working on a service desk is desirable
- Previous knowledge or experience of using ServiceNow is 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 independently
- 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 is preferred
- ITIL Foundation is desirable
What We Offer
- 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 are committed to creating a diverse and inclusive workplace, where all colleagues feel valued and empowered to achieve their full potential.
