Service Desk Analyst - #1712274

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.

Job Description

Job Purpose

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.

Qualifications

Key Responsibilities

• Provide excellent Customer Service via the telephone, email and customer portal
• Log all Incidents and Requests in LANDesk
• Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA
• Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
• Understand and proactively operate the escalations procedure defined in the Incident Management process
• Carry out basic operational procedures and instructions so that tasks are completed accurately and on time
  
  

Skills, Experience & Qualifications

• A customer services background (desirable) Required
• Previous experience working on a Service Desk (desirable) Required
• Previous knowledge / experience of using LANDesk (desirable) Required
• Excellent verbal and written communication skills Required
• Have an in-depth knowledge of Microsoft products including Office 2010 - 2016 Required
• Excellent Customer Service skills Required
  
  

Professional Qualifications And Education

• Degree level (preferred)
• ITIL Foundation (desirable)
  
  

Additional Information