Description
If you're looking to join an organisation that will give you the right opportunities and experience to develop your career, join Tilney Smith and Williamson.
We are seeking a talented individual to join our Glasgow office, where we provide the full range of our services: business advisory services, banking, corporate finance, corporate recovery, corporate tax, forensic services and litigation support, investment management, pensions and financial planning and advice on personal tax and trusts. A number of the above services are also provided from regional sites.
This IT Service Desk Analyst provides first line technical support to all Smith & Williamson 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.
As Service Desk Analyst your responsibilities will include:
- 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
- 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
To be successful in this role, you should meet the following requirements:
- Excellent verbal and written communication skills
- Have an in-depth knowledge of Microsoft products including Office
- 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
As our colleague here at Tilney, Smith & Williamson you will have access to benefits that include:
- Competitive salary
- life assurance
- Pension contribution
- Interest free season ticket loan
- Cycle to work scheme.
About Tilney Smith and Williamson
Tilney Smith & Williamson is the UK's leading integrated wealth management and professional services group, created by the merger of Tilney and Smith & Williamson on 1 September 2020.
With £54.8 billion of assets under management (as of 30 June 2021), it ranks as the third largest UK wealth manager measured by revenues and the eighth largest professional services firm ranked by fee income. The Group currently operates through three principal brands: Tilney, Smith & Williamson, and online investment service Bestinvest. It has a network of 28 offices across the UK, as well as the Republic of Ireland and the Channel Islands. Through its operating companies, the Group offers an extensive range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.
Tilney Smith & Williamson's chosen purpose to "place the power of good advice into more hands" succinctly encapsulates the group's central mission of supporting both individuals and businesses to achieve their goals.
In delivering its purpose, Tilney Smith & Williamson have set out three core values that it is committed to embedding in the culture of the business:
- Personal - we treat you as an individual: We are a people business at heart and strive to deliver a friendly, inclusive, and personalised service to all of our clients, large and small.
- Partnership - we go further together: We develop relationships that stand the test of time, spanning multiple generations. We partner across the full breadth of our expertise to create value for our clients, our company and society at large.
- Performance - we strive for more: We are ambitious for our clients and for ourselves, so we aim to be a forward-thinking and innovative business that leads the way in the industry.
The Tilney Smith & Williamson Group recognises the benefits of a diverse workforce and is committed to treating all colleagues with dignity and respect regardless of race, gender, disability, age, sexual orientation, religion, or belief. At Tilney Smith & Williamson we are committed to equal opportunities in all aspects of our work.