IT Service Risk Analyst

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 life cycle 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)