Service Desk Analyst

Description de la mission

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.

Key Responsibilities

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

Key Skills and Experience

A customer services background (desirable)
Previous experience working on a Service Desk (desirable)
Previous knowledge / experience of using ServiceNow (desirable)
Excellent verbal and written communication skills
Have an in-depth knowledge of Microsoft products including Office 2010 – 2016
Excellent Customer Service skills
High degree of multi-tasking
Assertive, confident, positive, and professional manner
Ability to deal with potentially stressful situations
Flexible and adaptable as the business demands
Ability to work in a team as well as on own
Excellent problem-solving skills
Strong attention to detail in logging support calls, updating call details and managing call closure
Ability to work under pressure
Strong eye for detail

Professional Qualifications and Education

For Degree level (preferred)
ITIL Foundation (desirable)