Service Desk Analyst

2 weeks ago

Chelmsford Essex, United Kingdom ParentPay Group Full time

Service Desk Analyst

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Chelmsford, UK

Description

The primary objective of a 1st line analyst is to provide a single point of contact between the services being provided and the users. Typically this will involve taking phone calls, accurately conveying customer conversation to our case logging system, handling e-mails and web queries whilst providing first class customer service to our customers in the education industry. A 1st line analyst works closely with our 2nd line teams to gain assistance and absorb knowledge from them.

Key Responsibilities
  • Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
  • Managing customer expectation with the use of active listening and telephony skills.
  • Be mindfully aware of the volume of work on offer
  • Analysing Customer enquiries to determine correct prioritisation and classification.
  • Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
  • Using remote support tools to attempt to resolve queries at first contact.
  • Routing newly created cases to the specific 2nd Line teams where required.
  • Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
  • Assisting 2nd Line teams with their workload where required.
  • To ensure the data protection process rules are abided to at all times
  • To keep non work related activities to break and lunch times only
Skills, Knowledge and Expertise
  • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
  • Business awareness: demonstrate a knowledge of an organisation’s business areas, drivers, structure, priorities etc.
  • Service awareness of all the organisation’s key IT services for which support is being provided
  • Support tools and techniques

Essential Skills

  • Customer service experience must be customer focused with excellent communication skills and happy to be customer facing
  • Be punctual and flexible
  • Have an eagerness to learn and develop new skills
  • Great communicators in spoken and written English at all levels with an excellent telephone manner
  • Computer literate and a confident user of Microsoft based programs
  • Ability to work well under pressure and demonstrate a solid logical approach to problem solving
  • Capable of asking clear and concise questions in order to ascertain the exact details of a customer query
  • Conscientious and self-motivated

Desirable Skills

  • Telephony experience in a Service Desk or Contact Centre environment
  • Previous use of a Customer Relationship Management Software eg. Service Now
  • Previous work within a School and/or Educational Body
  • Experience of working in an ITIL compliant environment
  • IT Certifications such as COMPTIA A+
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