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Senior Service Desk Analyst

2 months ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
Job Title: Senior Service Desk Analyst - Finance

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 Service Desk 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:
  • Provide high levels of customer service at all times, ensuring that customers receive timely and effective support for their financial management needs.
  • Handle support calls, monitor and handle cases to point of resolution according to prioritization criteria and SLAs, working collaboratively with other business areas to achieve business goals.
  • Ensure cases have the correct prioritization and classification, providing ownership, monitoring, tracking, and communication of cases/incidents.
  • Follow the defined process for case and incident handling, ensuring that incidents and cases are only moved to other queues using the correct process.
  • Keep customers informed of progress of cases owned as per defined processes, ensuring that data protection process rules are abided to at all times.
  • Capture resolution information and feed into knowledge management, providing support to 1st Line teams as needed.
  • Act on any other reasonable request from a manager, demonstrating strong personal development and motivational skills to be flexible, positive, and have good organizational and interpersonal skills.
Requirements:
  • Good accounting knowledge and understanding of financial processes, with AAT qualification (desired).
  • Strong literacy and numeracy ability, with experience in the education sector (desired).
  • Customer service experience, with excellent communication skills and the ability to be customer-facing.
  • Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care training.
  • Business awareness, including knowledge of the organization's business areas, drivers, structure, priorities, etc.
  • Service awareness of all the organization's key IT services for which support is being provided.
  • Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents, with fault diagnosis skills and awareness training and tutorials in new systems and technologies.
  • Processes and procedures knowledge, including incident, change, knowledge, and problem management.
  • Wider overview of ITSM processes and procedures, with the ability to work well under pressure, prioritizing cases to meet SLAs.

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and experienced Service Desk Analyst looking for a new challenge, please apply today