Senior Service Desk Analyst

1 month ago

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

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 Service Desk team, you will be responsible for providing exceptional 2nd line support for our 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, ensuring that customers receive timely and effective support for their financial management needs.
  • Handle support calls, monitor and handle cases to point of resolution according to prioritization criteria and SLAs.
  • Work collaboratively across the Service Desk and with other business areas to achieve business goals.
  • Ensure cases have the correct prioritization and classification, and provide ownership, monitoring, tracking, and communication of cases/incidents.
  • Follow the defined process for case and incident handling, and ensure 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, and ensure that data protection process rules are abided to at all times.
  • Capture resolution information and feed into knowledge management, and provide 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, prioritizing cases to meet SLAs.
  • Experience of supporting software applications (desired).

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 encourage you to apply for this exciting opportunity.

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