Service Desk Analyst - 12 Month FTC

What will you be doing?
We’re seeking a talented Service Desk Analyst to join our team in Liverpool on a 12 month FTC, 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
To be successful in this role, you should:
A customer services background with excellent customer service skills
Excellent verbal and written communication skills
Have an 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
Desired:
Previous experience working on a Service Desk
Previous knowledge or experience of using ServiceNow
ITIL Foundation

Employment type
Full-time

Work arrangement
Hybrid