What will you be doing?

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.

As Service Desk Analyst, some of your responsibilities will include:

• Provide excellent Customer Service via the telephone, email and customer portal
• Log all Incidents and Requests in ServiceNow
• 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
• Provide user support, coaching/mentoring to end-users
• Maintain rapport with Customers by displaying a detailed understanding of their support requirements
• Contribute to continuous improvement and ongoing development of your own knowledge and skills
• Ensure that your own work is completed accurately, checking for mistakes, and correcting them promptly
• Maintain high-levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
• Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader
• Provide shift cover with current Service Desk operations between 07:30 – 18:00 Mon – Fri