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- Tasks: Provide first line technical support and manage Service Desk tickets.
- Company: Evelyn Partners is a leading UK wealth management firm focused on personalised financial advice.
- Benefits: Enjoy a full-time role with opportunities for growth and development in a supportive environment.
- Why this job: Join a passionate team dedicated to empowering clients and making impactful decisions.
- Qualifications: Customer service experience preferred; knowledge of Microsoft products and LANDesk is a plus.
- Other info: This is a fixed-term contract position based in Liverpool or Warrington.
The predicted salary is between 28800 - 43200 £ per year.
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 and everything we do is guided by our purpose – placing the power of good advice into more hands, we go further to understand the needs of our clients and what matters most to them. We’re here to help them make significant decisions with confidence, provide strong foundations for the future and guide them towards their goals.
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 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)
- Previous experience working on a Service Desk (desirable)
- Previous knowledge / experience of using LANDesk (desirable)
- Excellent verbal and written communication skills
- Have an in-depth knowledge of Microsoft products including Office 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
Service Desk Analyst employer: Evelyn Partners
Contact Detail:
Evelyn Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the specific tools and software mentioned in the job description, particularly LANDesk. If you haven't used it before, consider finding online tutorials or resources to get a basic understanding of how it works.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily relies on providing excellent support. Think of examples from your past experiences where you successfully resolved issues or helped customers, as these will be great to discuss during any interviews.
✨Tip Number 3
Research Evelyn Partners and their approach to wealth management. Understanding their values and mission can help you align your answers during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Prepare for common Service Desk Analyst interview questions, such as how you would handle difficult customers or prioritise multiple requests. Practising your responses can help you feel more confident and articulate during the actual interview.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Service Desk Analyst at Evelyn Partners. Familiarise yourself with their customer service expectations and technical requirements.
Tailor Your CV: Highlight your relevant experience in customer service and any previous roles on a Service Desk. Emphasise your communication skills and familiarity with Microsoft products, as these are crucial for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for providing excellent customer service. Mention specific examples from your past experiences that demonstrate your ability to handle incidents and requests effectively.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Evelyn Partners
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, excellent customer service is key. Be prepared to share examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your ability to communicate clearly and empathetically.
✨Familiarise Yourself with LANDesk
Since experience with LANDesk is desirable for this role, make sure you understand its basic functionalities. If you have prior experience, be ready to discuss specific instances where you used it effectively to manage incidents or requests.
✨Understand Incident Management Processes
Evelyn Partners values a proactive approach to incident management. Brush up on the impact and urgency matrix, and be prepared to explain how you would prioritise incidents based on these criteria during the interview.
✨Demonstrate Your Knowledge of Microsoft Products
Having an in-depth knowledge of Microsoft products is essential. Be ready to discuss your experience with Office 2010-2016 and any relevant projects where you utilised these tools to enhance productivity or solve problems.
