Senior Service Desk Analyst

1 week ago

Chelmsford, United Kingdom ParentPay Group Full time
DescriptionThe primary objective of the Senior Service Desk Analyst – Finance, is to provide a single point of contact between the service desk and the customer, providing exceptional 2nd line support for Financial Management Systems including FMS, SIMS Fees Billing, SIMS Finance and Finance Next Gen.  The key duties will involve handling support calls, monitoring and handling cases to point of resolution according to prioritisation criteria and SLAs. Work collaboratively across the Service desk and with other business areas in order to achieve business goals.
Key Responsibilities
  • To provide high levels of customer service at all times
  • To accept inbound calls from customers on the Finance Line
  • Ensure cases have the correct prioritisation and classification 
  • Providing ownership, monitoring, tracking and communication of cases/incidents
  • To follow the defined process for case and incident handling
  • To ensure that Incidents and cases are only moved to other Q’s using correct process of incident and case handling
  • To keep customers informed of progress of cases owned as per defined processes
  • To 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
  • To 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 Sims.net /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 organisation’s business areas, drivers, structure, priorities etc.
  • Service awareness of all the organisation’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 organisational 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, prioritising cases to meet SLA’s
  • Experience of supporting software applications (desired) 

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.

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