Finance Senior Technical 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.

Key Responsibilities
  1. Customer Service: Provide high levels of customer service at all times, ensuring that customers receive timely and effective support.
  2. Support Calls: Handle support calls from customers on our Finance Line, providing ownership, monitoring, tracking, and communication of cases/incidents.
  3. Case Prioritization: Ensure cases have the correct prioritization and classification, following our defined process for case and incident handling.
  4. Incident Management: Provide support to 1st Line teams, capturing resolution information and feeding into knowledge management.
  5. Communication: Keep customers informed of progress of cases owned, as per defined processes.
  6. Data Protection: Ensure that data protection process rules are abided to at all times.
  7. Knowledge Management: Capture resolution information and feed into knowledge management.
  8. Team Collaboration: Work collaboratively across the Service desk and with other business areas to achieve business goals.
Requirements
  1. Accounting Knowledge: Good accounting knowledge and understanding of financial processes.
  2. Qualifications: AAT Qualified (desired).
  3. Literacy and Numeracy: Strong literacy and numeracy ability.
  4. Financial Systems: Understanding of /FMS.
  5. Customer Service Experience: Customer service experience - must be customer focused with excellent communication skills and happy to be customer facing.
  6. Interpersonal Skills: Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care training.
  7. Business Awareness: Business awareness: specific knowledge of the organisation's business areas, drivers, structure, priorities, etc.
  8. Service Awareness: Service awareness of all the organisation's key IT services for which support is being provided.
  9. Software Expertise: Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents.
  10. Fault Diagnosis: Fault diagnosis skills.
  11. Support Tools: Support tools and techniques.
  12. Training: Awareness training and tutorials in new systems and technologies, prior to their introduction.
  13. Processes and Procedures: Processes and procedures (incident, change, knowledge, and problem).
  14. ITSM Processes: Wider overview of ITSM processes and procedures.
  15. Personal Development: Strong personal development and motivational skills required to be flexible, positive, and have good organisational and interpersonal skills.
  16. Teamwork: Must be patient, diplomatic, and able to work as part of a team and using own initiative.
  17. Pressure Management: Ability to work well under pressure, prioritizing cases to meet SLA's.
  18. Software Application Support: Experience of supporting software applications (desired).

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