Senior Service Desk Analyst

3 weeks ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
Job Title: Senior Service Desk Analyst

We are seeking a highly skilled and experienced Senior Service Desk Analyst to join our team at ParentPay Group. As a key member of our IT service desk, you will be responsible for providing exceptional support to our customers, ensuring that their issues are resolved efficiently and effectively.

Key Responsibilities:
  • Provide high levels of customer service, responding to inbound calls and emails in a timely and professional manner.
  • Monitor and handle cases to point of resolution, ensuring that they are prioritized and classified correctly.
  • Collaborate with other business areas to achieve business goals and objectives.
  • Ensure that all cases are documented and tracked accurately, using our defined processes and procedures.
  • Provide ownership and monitoring of cases, communicating with customers to keep them informed of progress.
  • Follow our defined process for case and incident handling, ensuring that all incidents and cases are resolved in a timely and efficient manner.
  • Ensure that all data protection process rules are adhered to at all times.
  • Capture resolution information and feed into our knowledge management system.
  • Provide support to 1st Line teams, as required.
Requirements:
  • Good accounting knowledge and understanding of financial processes.
  • AAT Qualified (desired).
  • Strong literacy and numeracy ability.
  • Understanding of Sims.net /FMS.
  • Experience in the education sector (desired).
  • Customer service experience, with excellent communication skills and a customer-focused approach.
  • Interpersonal skills, including telephony skills, communication skills, active listening, and customer care training.
  • Business awareness, including knowledge of our organization's business areas, drivers, structure, priorities, etc.
  • Service awareness of all our key IT services, for which support is being provided.
  • Software and applications expertise, to a level appropriate to diagnose and resolve the majority of incidents.
  • Fault diagnosis skills.
  • Support tools and techniques.
  • Awareness training and tutorials in new systems and technologies, prior to their introduction.
  • Processes and procedures, including incident, change, knowledge, and problem management.
  • Wider overview of ITSM processes and procedures.
  • Strong personal development and motivational skills, required to be flexible, positive, and have good organizational and interpersonal skills.
  • Ability to work well under pressure, prioritizing cases to meet SLAs.

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth. If you are a motivated and customer-focused individual, with a passion for delivering exceptional service, we would love to hear from you.

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