Service Desk Analyst

Location: Hybrid, Liver Building, Liverpool, United Kingdom; Service Desk cover from 10:00 to 18:00, Monday to Friday, following training.

Company

hirify.global provides wealth management, investment management, and financial planning advice in the UK.

What you will do

• Provide first-line technical support to staff by telephone, email, and customer portal.
• Maintain ownership of incidents through their lifecycle and support satisfactory customer resolution.
• Log incidents and requests in ServiceNow and manage Service Desk tickets.
• Escalate incidents and requests to support or DevOps teams as appropriate.
• Apply the impact and urgency matrix to assign appropriate SLAs and operate the Incident Management escalation procedure.
• Support, coach, and mentor end users while meeting Service Desk KPIs.

Requirements

• Customer services background with excellent customer service skills.
• Excellent verbal and written communication skills.
• In-depth knowledge of Microsoft products, including Office 2010–2016.
• Ability to deal with potentially stressful situations and work under pressure.
• Ability to work both in a team and independently.
• Excellent problem-solving skills.

Nice to have

• Previous Service Desk experience.
• Previous knowledge or experience using ServiceNow.
• ITIL Foundation.

Culture & Benefits

• Hybrid working model.
• Private medical insurance and life assurance.
• Pension contribution.
• Generous holiday package with the option to purchase additional holiday.
• Shared parental leave.
• Inclusive workplace with employee resource groups, diversity and inclusion initiatives, and reasonable adjustments during the application process.