Senior Service Desk Analyst

4 weeks ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
Job Summary

We are seeking a highly skilled Senior Service Desk Analyst to join our team at ParentPay Group. As a key member of our Service Desk team, you will be responsible for providing exceptional 2nd line support for Financial Management Systems, including FMS, SIMS Fees Billing, SIMS Finance, and Finance Next Gen.

Key Responsibilities
  • Provide high levels of customer service at all times, handling support calls and monitoring cases to point of resolution according to prioritisation criteria and SLAs.
  • Work collaboratively across the Service desk and with other business areas to achieve business goals.
  • Ensure cases have the correct prioritisation and classification, providing ownership, monitoring, tracking, and communication of cases/incidents.
  • Follow the defined process for case and incident handling, ensuring that Incidents and cases are only moved to other queues using the correct process.
  • Keep customers informed of progress of cases owned as per defined processes, ensuring data protection process rules are abided to at all times.
  • Capture resolution information and feed into knowledge management, providing support to 1st Line teams.
  • Act on any other reasonable request from a manager.
Requirements
  • Good accounting knowledge and understanding of financial processes.
  • AAT Qualified (desired).
  • Strong literacy and numeracy ability.
  • Understanding of FMS.
  • Experience in the education sector (desired).
  • Customer service experience - must be customer focused with excellent communication skills and happy to be customer facing.
  • Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care training.
  • Business awareness: specific knowledge of the organisation's business areas, drivers, structure, priorities, etc.
  • Service awareness of all the organisation's 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 (incident, change, knowledge, and problem).
  • Wider overview of ITSM processes and procedures.
  • Customer service experience - Must be customer focused with excellent communication skills and happy to be customer facing.
  • Strong personal development and motivational skills required to be flexible, positive, and have good organisational and interpersonal skills.
  • Must be patient, diplomatic, and able to work as part of a team and using own initiative.
  • Ability to work well under pressure, prioritising cases to meet SLAs.
  • Experience of supporting software applications (desired).

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