Service Desk Analyst - 12 Month FTC
Core
Provide first-line technical support to Evelyn Partners staff via phone, email, and self-service portals, managing incidents and requests to resolution.
Role type
Service Desk Analyst
Builds
Internal IT support services for staff
Domain
IT Support / Wealth Management
Deliverable
client delivery
Required skills
Customer service, Microsoft Office 2010-2016, incident logging, ticket management, SLA management, escalation procedures, problem-solving
Preferred skills
ServiceNow, ITIL Foundation, previous Service Desk experience
Responsibilities
Answer Service Desk phone, log Incidents and Requests in ServiceNow, manage Service Desk tickets, escalate Incidents and Requests to support or DevOps teams, assign appropriate SLAs using impact and urgency matrix, provide user support and coaching to end-users, meet Service Desk KPIs
Seniority
Individual Contributor
