Finance Technical Lead

4 weeks ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
Senior Service Desk Analyst - Finance

Join the ParentPay Group team as a Senior Service Desk Analyst - Finance, where you will play a critical role in providing exceptional support to our customers.

Key Responsibilities:

  1. Provide high levels of customer service at all times, ensuring that customers receive timely and effective support.
  2. Handle inbound calls from customers on the Finance Line, providing ownership, monitoring, tracking, and communication of cases/incidents.
  3. Ensure cases have the correct prioritisation and classification, following the defined process for case and incident handling.
  4. Keep customers informed of progress of cases owned as per defined processes, ensuring that data protection process rules are abided to at all times.
  5. Capture resolution information and feed into knowledge management, providing support to 1st Line teams.
  6. Act on any other reasonable request from a manager, demonstrating strong personal development and motivational skills.

Requirements:

  1. Good accounting knowledge and understanding of financial processes.
  2. AAT Qualified (desired).
  3. Strong literacy and numeracy ability.
  4. Understanding of /FMS.
  5. Experience in the education sector (desired).
  6. Customer service experience - must be customer focused with excellent communication skills and happy to be customer facing.
  7. Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training.
  8. Business awareness: specific knowledge of the organisation's business areas, drivers, structure, priorities etc.
  9. Service awareness of all the organisation's key IT services for which support is being provided.
  10. Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents.
  11. Fault diagnosis skills.
  12. Support tools and techniques.
  13. Awareness training and tutorials in new systems and technologies, prior to their introduction.
  14. Processes and procedures (incident, change, knowledge and problem).
  15. Wider overview of ITSM processes and procedures.
  16. Customer service experience - Must be customer focused with excellent communication skills and happy to be customer facing.
  17. Strong personal development and motivational skills required to be flexible, positive and have good organisational and interpersonal skills.
  18. Must be patient, diplomatic and able to work as part of a team and using own initiative.
  19. Ability to work well under pressure, prioritising cases to meet SLA's.
  20. Experience of supporting software applications (desired).

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