Service Desk Analyst
2 months ago
**Job Title:** Service Desk Analyst - Customer Support Specialist
**Job Summary:** We are seeking a highly skilled and customer-focused Service Desk Analyst to join our team at ParentPay Group. As a Service Desk Analyst, you will be the primary point of contact for customers regarding software-related issues, providing exceptional support and ensuring timely resolution of incidents.
Key Responsibilities:
- Provide first-line support to customers via various communication channels, ensuring prompt and effective resolution of issues.
- Accurately record and track support requests on our Zendesk system, ensuring seamless incident management.
- Evaluate and escalate complex issues to senior technical staff, providing clear and concise documentation of fault descriptions.
- Liaise with colleagues across departments to ensure incident resolution and customer communication.
- Develop and maintain knowledge base documentation to increase first-time fix rates and improve customer satisfaction.
- Ensure customers are informed and updated on the progress and resolution of their issues.
- Build strong relationships with customers, creating a positive experience through exceptional communication and support.
- Stay up-to-date with software developments and address knowledge gaps to ensure effective support.
- Attend relevant training courses to enhance technical skills and knowledge.
Requirements:
- Strong analytical approach to problem-solving.
- Excellent communication skills, both verbal and written.
- Ability to communicate technical issues to non-technical customers.
- Self-motivated and able to work independently, prioritizing tasks and meeting deadlines.
- Ability to work under pressure and manage workload effectively.
- Experience in mobile device management is advantageous.
- Effective communication skills at all levels.
About Us:
ParentPay Group is a leading EdTech provider, bringing together eleven brands to drive development in education technology. We help primary and secondary schools streamline cashless payments, improve parent engagement, and securely manage data. Our mission is to create time for learning, and we're committed to delivering exceptional support to our customers.
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