Service Desk Analyst
3 months ago
This role is based in our Coventry Office daily.
Key Responsibilities
- Provide 1st Line Support to all customers (both internal and external) via telephone, email and webchat
- Ensure that all support requests are recorded accurately and professionally on the Zendesk system so that all tickets can be effectively tracked and managed.
- Ensure any issues which require further investigation are escalated to the Group Leader in a timely manner and clearly documented descriptions of the fault are provided, thus ensuring that a swift resolution can be found.
- Liaise with colleagues across departments to ensure incidents are resolved and customer communication is complete.
- Increase the number of first time fixes by information sharing and documentation of issues on the staff knowledge base.
- Take responsibility for ensuring that customers are kept fully updated at all times on the progress and resolution of issues that they have logged.
- Build strong relationships creating a positive customer experience at all times
- Keep abreast of software developments and ensure any gaps in knowledge are addressed.
- Attend internal and external training courses relevant to company products, as required.
- Follow all standard processes and procedures and implement any changes to working practices as requested to do so.
Skills, Knowledge and Expertise
- Must have an analytical approach to problem solving.
- Can demonstrate excellent communication skills both verbal and written.
- Can communicate technical issues to a non-technical customer.
- Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
- The ability to work under pressure and prioritise workload effectively
- Experience in mobile device management would be advantageous
- Ability to communicate effectively at all levels
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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