Service Desk Support Specialist

6 days ago

Liverpool, Liverpool, United Kingdom Evelyn Partners Full time

About the Role

Evelyn Partners is seeking a skilled Service Desk Support Specialist to provide first-line technical support to our staff. As a key member of our IT team, you will be responsible for answering phone calls, logging incidents and requests, and responding to queries via email or self-service.

Key Responsibilities

  • Provide exceptional 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, escalating incidents and requests to support teams or DevOps teams as needed
  • Understand and operate the escalations procedure defined in the incident management process
  • Perform 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 demonstrating a detailed 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 resolutions
  • 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

  • Customer services background (desirable)
  • Previous experience working on a service desk (desirable)
  • Previous knowledge or experience using 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 multitasking
  • 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 (preferred)
  • ITIL Foundation (desirable)

About Evelyn Partners

Evelyn Partners is the UK's leading integrated wealth management and professional services group, with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.

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

As a colleague at Evelyn Partners, you will have access to benefits that include a competitive salary, private medical insurance, life assurance, pension contribution, hybrid working model, generous holiday package, and option to purchase additional holiday.

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 are delivering multiple diversity, equity, and inclusion initiatives across the organisation.

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