Company Description
Evelyn Partners is the UK’s leading integrated wealth management and professional services group, with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to individuals, family trusts, professional intermediaries, charities and businesses.
We provide an award-winning service for our clients by employing the best people. Join us on our mission to place the power of good advice into more hands because we believe that everyone deserves access to good advice, regardless of where they’re at in their financial journey.
An exceptional track record of growth and innovation is driven by our core values of: Personal, offering advice based on a true understanding of what matters to our clients; Partnership, working with our clients in a joined-up, collaborative way; and Performance, demonstrating a breadth and depth of advice expertise to deliver first-class results.
Read more about us and available career opportunities here: and
Job Description
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:
1. Provide excellent Customer Service via the telephone, email and customer portal
2. Log all Incidents and Requests in ServiceNow
3. Using the impact and urgency matrix, ensure that all Incidents are assigned the appropriate SLA
4. Manage all Service Desk tickets, escalating Incidents and Requests to support teams or DevOps teams as appropriate
5. Understand and proactively operate the escalations procedure defined in the Incident Management process
6. Carry out basic operational procedures and instructions so that tasks are completed accurately and on time
7. Provide user support, coaching/mentoring to end-users
8. Maintain rapport with Customers by displaying a detailed understanding of their support requirements
9. Contribute to continuous improvement and ongoing development of your own knowledge and skills
10. Ensure that your own work is completed accurately, checking for mistakes, and correcting them promptly
11. Maintain high-levels of incident ownership through the incident lifecycle to a satisfactory Customer resolution
12. Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader
13. Provide shift cover with current Service Desk operations between 07:30 – 18:00 Mon – Fri
Qualifications
To be successful in this role, you should:
14. A customer services background (desirable)
15. Previous experience working on a Service Desk (desirable)
16. Previous knowledge / experience of using ServiceNow (desirable)
17. Excellent verbal and written communication skills
18. Have an in-depth knowledge of Microsoft products including Office 2010 - 2016
19. Excellent Customer Service skills
20. High degree of multi-tasking
21. Assertive, confident, positive, and professional manner
22. Ability to deal with potentially stressful situations
23. Flexible and adaptable as the business demands
24. Ability to work in a team as well as on own
25. Excellent problem-solving skills
26. Strong attention to detail in logging support calls, updating call details and managing call closure
27. Ability to work under pressure
28. Strong eye for detail
29. Degree level (preferred)
30. ITIL Foundation (desirable)
Additional Information
As a colleague here at Evelyn Partners, you will have access to benefits that include:
31. Competitive salary
32. Private medical insurance
33. Life assurance
34. Pension contribution
35. Hybrid working model (role dependant)
36. Generous holiday package
37. Option to purchase additional holiday
38. Shared parental leave
We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At Evelyn Partners we have a wide range of highly active employee resource groups and we’re delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.
We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.