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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, guided by our purpose – placing the power of good advice into more hands. We strive to understand the needs of our clients and what matters most to them, helping them make significant decisions with confidence, providing strong foundations for the future, and guiding them towards their goals.
Job Description
Job Purpose
IT Service Desk Analysts provide first-line technical support to all Evelyn Partners staff. They are responsible for answering the Service Desk phone, logging Incidents and Requests, and responding to queries raised by email or self-service.
Key Responsibilities
* Provide excellent customer service via telephone, email, and customer portal
* Log all Incidents and Requests in LANDesk
* Ensure all Incidents are assigned the appropriate SLA based on impact and urgency
* Manage Service Desk tickets, escalating Incidents and Requests to support or DevOps teams as appropriate
* Understand and proactively follow the escalations procedure in the Incident Management process
* Carry out operational procedures and instructions accurately and timely
Skills, Experience & Qualifications
* Customer service background (desirable)
* Experience working on a Service Desk (desirable)
* Knowledge of LANDesk (desirable)
* Excellent verbal and written communication skills
* In-depth knowledge of Microsoft Office products (2010-2016)
* Excellent customer service skills
Professional Qualifications and Education
* Degree level (preferred)
* ITIL Foundation (desirable)
Seniority level
* Associate
Employment type
* Full-time
Job function
* Finance
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