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. Software Expertise: Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents.
  5. Interpersonal Skills: Interpersonal skills, such as telephony skills, communication skills, active listening, and customer care training.
  6. Business Awareness: Business awareness: specific knowledge of the organisation's business areas, drivers, structure, priorities, etc.
  7. Service Awareness: Service awareness of all the organisation's key IT services for which support is being provided.
  8. Personal Development: Strong personal development and motivational skills required to be flexible, positive, and have good organisational and interpersonal skills.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the company.

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