Service Desk Support Analyst

ParentPay; Chelmsford; On-site; GBP 22,000 - 30,000; Full time

Job summary

A leading EdTech provider is seeking a 1st Line Software Support analyst to be the first point of contact for customers with software-related questions. The role involves providing exceptional customer service through multiple channels while managing customer expectations and tracking cases accurately. Candidates should have strong communication skills and the ability to work in a fast-paced environment.

Qualifications

• Excellent written and oral communication skills.
• Ability to manage customer expectations.
• Experience in using remote support tools.

Responsibilities

• Provide 1st class customer service through various channels.
• Analyse customer enquiries for correct prioritisation.
• Take ownership of customer enquiries and resolve at first contact.

Skills

Interpersonal skills

Communication skills

Active listening

Customer care training

Business awareness

Job description

Overview

As a 1st Line Software Support analyst, you will be the first point of contact for customers regarding software related questions and issues across a number of applications in the ParentPay Group. Typically, this will involve handling multiple channels of customer contact, through telephone, email, customer portal and chat. Delivering high levels of customer service at all times, accurately recording case details within the Service Now application. It is important to have excellent written and oral communication skills for success in the role. Customer cases will be tracked and managed with the expectation to provide support within agreed SLAs. You will be responsible for efficient and timely escalations keeping customers and from time to time, internal stakeholders informed of progress and resolutions. 1st line analysts work closely with 2nd line teams to gain assistance and enhance knowledge.

Responsibilities

• Providing 1st class customer service through multiple channels; telephone, e-mails, customer facing portal and live chat.
• Managing customer expectation with the use of active listening, telephony skills and excellent written communication.
• Be mindfully aware of the fast paced working environment with a constant 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.
• Creation and maintenance of knowledge base articles for customer use.
• 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 organisations business areas, drivers, structure, priorities etc.
• Service awareness of all the organisations key IT services for which support is being provided
• Support tools and techniques

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.