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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 prompt and effective support.
  • Case Management: Handle support calls, monitor and handle cases to point of resolution according to prioritization criteria and SLAs.
  • Collaboration: Work collaboratively across the Service desk and with other business areas to achieve business goals.
  • Incident Management: Provide ownership, monitoring, tracking, and communication of cases/incidents.
  • Process Adherence: Follow the defined process for case and incident handling.
  • Knowledge Management: Capture resolution information and feed into knowledge management.
  • Support to 1st Line Teams: Provide support to 1st Line teams as needed.
Requirements
  • Accounting Knowledge: Good accounting knowledge and understanding of financial processes.
  • Technical Skills: Strong literacy and numeracy ability, understanding of Sims.net/FMS, and experience with software applications.
  • Customer Service Skills: Excellent customer service skills, with the ability to work in a fast-paced environment and prioritize cases to meet SLAs.
  • Business Awareness: Strong business awareness, with knowledge of the organization's business areas, drivers, structure, priorities, and IT services.
About Us

ParentPay Group is a leading provider of EdTech solutions, helping primary and secondary schools streamline their cashless payments, improve parent engagement, and safely manage meals and data. We create time for learning by providing innovative solutions that support the education sector.