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