Service Desk Analyst

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. Join us on our mission to place the power of good advice into more hands because we believe that everyone deserves access to good advice, regardless of where they’re at in their financial journey.An exceptional track record of growth and innovation is driven by our core values of:Personal,offering advice based on a true understanding of what matters to our clients;Partnership, working with our clients in a joined-up, collaborative way; andPerformance, demonstrating a breadth and depth of advice expertise to deliver first-class results.Read more about us and available career opportunities here:IT Service Desk Analysts provide first line technical support to all Evelyn Partners staff. Service Desk Analysts are responsible for answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service.As Service Desk Analyst, some of your responsibilities will include:Provide excellent Customer Service via the telephone, email and customer portalLog all Incidents and Requests in ServiceNowUsing the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLAManage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriateUnderstand and proactively operate the escalations procedure defined in the Incident Management processCarry out basic operational procedures and instructions so that tasks are completed accurately and on timeProvide user support, coaching/mentoring to end-usersMaintain rapport with Customers by displaying a detailed understanding of their support requirementsContribute to continuous improvement and ongoing development of your own knowledge and skillsEnsure that your own work is completed accurately, checking for mistakes, and correcting them promptlyMaintain high-levels of incident ownership through the incident lifecycle to a satisfactory Customer resolutionConsistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leaderProvide shift cover with current Service Desk operations between 07:30 – 18:00 Mon – FriQualificationsTo be successful in this role, you should: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 skillsHave an in-depth knowledge of Microsoft products including Office 2010 - 2016High degree of multi-taskingAssertive, confident, positive, and professional mannerAbility to deal with potentially stressful situationsFlexible and adaptable as the business demandsAbility to work in a team as well as on ownExcellent problem-solving skillsStrong attention to detail in logging support calls, updating call details and managing call closureAbility to work under pressureDegree level (preferred)Additional InformationAs a colleague here at Evelyn Partners, you will have access to benefits that include:Private medical insuranceLife assurancePension contributionGenerous holiday packageOption to purchase additional holidayShared parental leaveWe 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 we’re delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.
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