Senior Service Desk Analyst

2 months ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
About the Role

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 support 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
  • Customer Service: Provide high levels of customer service at all times, ensuring that customers receive timely and effective support.
  • Case Management: Handle support calls, monitor and manage cases to point of resolution, and ensure that cases have the correct prioritization and classification.
  • Incident Handling: Provide ownership, monitoring, tracking, and communication of cases and incidents, following defined processes and procedures.
  • Knowledge Management: Capture resolution information and feed into knowledge management systems to improve support processes and reduce resolution times.
  • Team Collaboration: Work collaboratively with other business areas and teams to achieve business goals and objectives.
Requirements
  • Accounting Knowledge: Good accounting knowledge and understanding of financial processes, including experience with SIMS.net and FMS.
  • Customer Service Experience: Strong customer service experience, with excellent communication skills and the ability to work in a customer-facing environment.
  • Technical Skills: Strong technical skills, including fault diagnosis and software applications expertise.
  • Business Awareness: Business awareness, including knowledge of the organization's business areas, drivers, structure, priorities, and IT services.
About Us

ParentPay Group is a leading provider of EdTech solutions, bringing together eleven brands that drive development in education. We help primary and secondary schools streamline their cashless payments, improve parent engagement, and safely manage meals and data. Our mission is to create time for learning, and we're committed to delivering exceptional support to our customers.

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