Service Desk Support Specialist

3 weeks ago


Coventry, Coventry, United Kingdom ParentPay Group Full time
Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at ParentPay Group. As a Service Desk Analyst, you will be the first point of contact for all customers regarding software related issues.

Key Responsibilities
  • Provide first-line support to customers via phone, email, and web chat.
  • Ensure all support requests are recorded accurately and professionally on the Zendesk system.
  • Evaluate and escalate issues to the Group Leader in a timely manner.
  • Liaise with colleagues to ensure incidents are resolved and customer communication is complete.
  • Document and share knowledge to increase first-time fixes.
  • Keep customers informed of progress and resolution.
  • Build strong relationships and create a positive customer experience.
  • Stay up-to-date with software developments and attend relevant training courses.
Requirements
  • Analytical approach to problem-solving.
  • Excellent communication skills (verbal and written).
  • Ability to communicate technical issues to non-technical customers.
  • Self-motivation and ability to work without direct supervision.
  • Ability to work under pressure and prioritize workload effectively.
  • Experience in mobile device management is advantageous.


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