Service Desk Analyst

What will you be doing? 

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.

This is a hybrid working role. Following extensive training, this role will provide Service Desk cover 10:00 - 18:00 Monday to Friday. 

As a Service Desk Analyst, your responsibilities will include among others:

• Provide excellent Customer Service via the 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 ServiceNow, manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps 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