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Senior Service Desk Analyst

2 months ago

Chelmsford, Essex, United Kingdom ParentPay Group Full time
{"h1": "Senior Service Desk Analyst - Finance", "p": "As a key member of our Service Desk team, you will provide exceptional 2nd line support for Financial Management Systems, including FMS, SIMS Fees Billing, SIMS Finance, and Finance Next Gen. Your primary objective will be to provide a single point of contact between the service desk and our customers, ensuring that all cases are handled efficiently and effectively according to prioritization criteria and SLAs.

**Key Responsibilities:**

* Provide high levels of customer service at all times
* Accept inbound calls from customers on the Finance Line
* Ensure cases have the correct prioritization and classification
* Provide ownership, monitoring, tracking, and communication of cases/incidents
* Follow the defined process for case and incident handling
* Ensure that incidents and cases are only moved to other queues using the correct process of incident and case handling
* Keep customers informed of the progress of cases owned as per defined processes
* Ensure the data protection process rules are abided to at all times
* Capture resolution information and feed into knowledge management
* Provide support to 1st Line teams
* Act on any other reasonable request from a manager

**Skills, Knowledge, and Expertise:**

* Good accounting knowledge and understanding of financial processes
* AAT Qualified (desired)
* Strong literacy and numeracy ability
* Understanding of FMS
* Experience in the education sector (desired)
* Customer service experience - must be customer-focused with excellent communication skills and happy to be customer-facing
* Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care training
* Business awareness: specific 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
* Fault diagnosis skills
* Support tools and techniques
* Awareness training and tutorials in new systems and technologies, prior to their introduction
* Processes and procedures (incident, change, knowledge, and problem)
* Wider overview of ITSM processes and procedures
* Customer service experience - must be customer-focused with excellent communication skills and happy to be customer-facing
* Strong personal development and motivational skills required to be flexible, positive, and have good organizational and interpersonal skills
* Must be patient, diplomatic, and able to work as part of a team and using own initiative
* Ability to work well under pressure, prioritizing cases to meet SLAs
* Experience of supporting software applications (desired)

**About ParentPay Group:**

ParentPay Group brings together eleven brands that drive development in EdTech. As Europe's largest EdTech provider, we help primary and secondary schools streamline their cashless payments, improve their parent engagement, safely manage meals, and securely store their data. Fundamentally, we create time for learning.

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity."