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Service Desk Analyst

3 months ago

Chelmsford, United Kingdom ParentPay Group Full time
DescriptionThe primary objective of a 1st line analyst is to provide a single point of contact between the services being provided and the users. Typically this will involve taking phone calls, accurately conveying customer conversation to our case logging system, handling e-mails and web queries whilst providing first class customer service to our customers in the education industry. A 1st line analyst works closely with our 2nd line teams to gain assistance and absorb knowledge from them. 
Key Responsibilities
  • Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
  • Managing customer expectation with the use of active listening and telephony skills. 
  • Be mindfully aware of the volume of work on offer
  • Analysing Customer enquiries to determine correct prioritisation and classification.
  • Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
  • Using remote support tools to attempt to resolve queries at first contact.
  • Routing newly created cases to the specific 2nd Line teams where required.
  • Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
  • Assisting 2nd Line teams with their workload where required.
  • To ensure the data protection process rules are abided to at all times
  • To keep non work related activities to break and lunch times only


Skills, Knowledge and Expertise
  • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
  • Business awareness: demonstrate a knowledge of an organisation’s business areas, drivers, structure, priorities etc.
  • Service awareness of all the organisation’s key IT services for which support is being provided
  • Support tools and techniques
Essential Skills
  • Customer service experience must be customer focused with excellent communication skills and happy to be customer facing
  • Be punctual and flexible  
  • Have an eagerness to learn and develop new skills 
  • Great communicators in spoken and written English at all levels with an excellent telephone manner 
  • Computer literate and a confident user of Microsoft based programs 
  • Ability to work well under pressure and demonstrate a solid logical approach to problem solving 
  • Capable of asking clear and concise questions in order to ascertain the exact details of a customer query 
  • Conscientious and self-motivated 
Desirable Skills
  • Telephony experience in a Service Desk or Contact Centre environment 
  • Previous use of a Customer Relationship Management Software eg. Service Now
  • Previous work within a School and/or Educational Body 
  • Experience of working in an ITIL compliant environment 
  • IT Certifications such as COMPTIA A+ 


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.