IT Help Desk Analyst

3 days ago


Liverpool, Liverpool, United Kingdom Evelyn Partners Full time
Job Title: IT Help Desk Analyst

Evelyn Partners, a leading integrated wealth management and professional services group, is seeking a skilled IT Help Desk Analyst to join their team. This role offers an exciting opportunity to provide exceptional technical support and customer service to the company's staff.

About Us:

We are a dynamic and forward-thinking organization with over 186 years of experience in helping generations of people and businesses thrive. Our award-winning service is driven by our core values of Personal, Partnership, and Performance.

Job Description:

The successful candidate will be responsible for providing first-line technical support to all Evelyn Partners staff. This includes answering phone calls, logging incidents and requests, and responding to queries via email or self-service. As an IT Help Desk Analyst, you will be the primary point of contact for technical issues and will work closely with internal teams to resolve problems efficiently.

Key Responsibilities:

  • Provide excellent customer service via phone, email, and customer portal
  • Log all incidents and requests in ServiceNow
  • Assign SLAs to incidents using the impact and urgency matrix
  • Manage service desk tickets and escalate issues to support teams as needed
  • Contribute to continuous improvement and knowledge development
  • Maintain high levels of incident ownership and ensure satisfactory customer resolutions
  • Meet service desk KPIs and provide shift cover during business hours

Qualifications:

To succeed in this role, you should have:

  • A customer service background (desirable)
  • Previous experience working on a service desk (desirable)
  • Knowledge of ServiceNow (desirable)
  • Excellent verbal and written communication skills
  • In-depth knowledge of Microsoft products, including Office 2010-2016
  • Excellent customer service skills
  • High degree of multi-tasking
  • Assertive, confident, positive, and professional manner
  • Ability to deal with stressful situations
  • Flexibility and adaptability
  • Ability to work in a team and independently
  • Excellent problem-solving skills
  • Strong attention to detail
  • Ability to work under pressure

Compensation and Benefits:

We offer a competitive salary range of £25,000 - £35,000 per annum, depending on experience, plus benefits such as private medical insurance, life assurance, pension contribution, hybrid working model, generous holiday package, and option to purchase additional holiday. We also value diversity and inclusion and strive to create a workplace where everyone feels respected and valued.



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