6 дней назад
Service Desk Analyst (ServiceNow)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Service Desk Analyst (ServiceNow): Providing first-line technical support to Evelyn Partners staff through telephone, email, and self-service channels with an accent on incident ownership, ServiceNow ticket management, and customer resolution. Focus on applying impact and urgency assessments, managing SLA assignments, escalating incidents appropriately, and meeting Service Desk KPIs.
Location: Hybrid role based at the Royal Liver Building in Liverpool, United Kingdom. Service Desk cover is provided from 10:00 to 18:00, Monday to Friday, following training.
Company
provides wealth management, investment management, and financial planning services in the United Kingdom.
What you will do
- Provide first-line technical support to employees by telephone, email, and customer portal.
- Log and manage incidents and service requests in ServiceNow throughout their lifecycle.
- Assign appropriate service levels using the impact and urgency matrix.
- Follow incident escalation procedures and escalate tickets to support or DevOps teams when required.
- Support, coach, and mentor end users while maintaining a clear understanding of their support needs.
- Meet Service Desk KPIs and maintain high standards of customer service.
Requirements
- Customer service experience with strong verbal and written communication skills.
- In-depth knowledge of Microsoft products, including Office 2010–2016.
- Strong problem-solving skills and the ability to work under pressure or in stressful situations.
- Ability to work independently and collaboratively as part of a team.
- Ability to work in the hybrid Liverpool office-based arrangement.
Nice to have
- Previous Service Desk experience.
- Experience using ServiceNow.
- ITIL Foundation certification.
Culture & Benefits
- 12-month fixed-term contract with full-time employment.
- Private medical insurance and life assurance.
- Pension contribution and competitive salary.
- Generous holiday allowance with the option to purchase additional holiday.
- Shared parental leave and a commitment to an inclusive, supportive workplace.
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