Service Desk Analyst

Company Description Evelyn Partners is a UK leader in wealth management, providing personalised, expert investment management and financial planning advice to support clients in embracing what’s next. Our success hinges on our people and that’s our secret for longevity. We are a team of passionate professionals and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them.

We’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.

We’re seeking a talented Service Desk Analyst to join our team in Liverpool, responsible for providing first line technical support to all Evelyn Partners staff, answering the Service Desk phone, logging Incidents and Requests and responding to queries raised by email or self-service. The team provides shift cover with current Service Desk operations between 07:30 - 18:00 Mon - Fri.

• Provide excellent Customer Service via telephone, email and customer portal while maintaining high levels of incident ownership through the incident lifecycle to a satisfactory customer resolution.
• Log all Incidents and Requests in Service Now, manage all Service Desk tickets, escalating Incidents and Requests to support teams or Dev Ops teams as appropriate.
• Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA.
• Understand and proactively operate the escalations procedure defined in the Incident Management process.
• Provide user support, coaching/mentoring to end-users and maintain rapport with customers by displaying a detailed understanding of their support requirements.
• Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader.

• A customer services background with excellent customer service skills.
• Excellent verbal and written communication skills.
• In-depth knowledge of Microsoft products including Office 2010 - 2016.
• Ability to deal with potentially stressful situations.
• Ability to work in a team as well as on own.
• Excellent problem‑solving skills and the ability to work under pressure.

• Previous experience working on a Service Desk.
• Previous knowledge or experience of using Service Now.
• ITIL Foundation.

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 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.