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- Tasks: Provide first-line support for software issues via phone, email, and web chat.
- Company: Join a dynamic customer support team in Coventry.
- Benefits: Part-time hours with a fixed-term contract and valuable experience.
- Why this job: Make a difference by helping customers solve their tech problems.
- Qualifications: Strong communication skills and a knack for problem-solving required.
- Other info: Opportunity to enhance your skills in a supportive environment.
The predicted salary is between 24000 - 36000 £ per year.
As a Service Desk Analyst, you will act as the first point of contact for customers experiencing software-related issues. Requests are received via phone, email, and web chat, so excellent written and verbal communication skills are essential, along with a strong commitment to delivering outstanding customer service. All enquiries must be accurately logged within the ServiceNow application to ensure cases are effectively tracked and managed. You will be responsible for providing first-line support while working within agreed SLAs. The role also involves the efficient and timely escalation of issues, keeping customers informed of progress and resolution throughout. You will be expected to identify opportunities to improve the service we provide to our customer base and to consistently represent the company in a professional, courteous, and helpful manner. This is a 12 month fixed term contact position.
Key Responsibilities
- Provide 1st Line Support to internal and external customers via telephone, email, and web chat.
- Accurately and professionally log all support requests on the ServiceNow system to ensure effective tracking and management.
- Escalate issues requiring further investigation to the Team Leader in a timely manner, ensuring faults are clearly documented to support swift resolution.
- Liaise with colleagues across departments to resolve incidents, maintain clear customer communication, and deliver a positive customer experience.
- Take responsibility for keeping customers fully informed of progress and resolution while building strong customer relationships.
- Increase first-time fixes through effective information sharing and documentation within the staff knowledge base.
- Maintain up-to-date product and software knowledge by following standard processes and procedures and attending relevant internal and external training as required.
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.
12 Month Maternity Cover - Service Desk Analyst employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 12 Month Maternity Cover - Service Desk Analyst
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Analyst role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on articulating your problem-solving skills and how you can deliver outstanding customer service, just like the job description highlights.
✨Tip Number 3
Show off your tech skills! If you’ve got experience with ServiceNow or similar tools, make sure to mention it during interviews. Highlighting your familiarity with logging support requests will definitely catch their attention.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to connect directly with us. Don’t miss out on this opportunity!
We think you need these skills to ace 12 Month Maternity Cover - Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be the first point of contact for customers, make sure your written application highlights your communication skills. Use clear and concise language to demonstrate how you can explain technical issues to non-technical customers.
Be Detail-Oriented: When logging your experiences, pay attention to detail. Just like in the role, where accurate logging in ServiceNow is crucial, your application should reflect your ability to manage information effectively. Mention any relevant experience with tracking or managing requests.
Highlight Problem-Solving Abilities: We love a good problem solver! In your application, share examples of how you've tackled challenges in the past. This will show us that you have the analytical approach we’re looking for in a Service Desk Analyst.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at ParentPay Group
✨Know Your Stuff
Make sure you brush up on your knowledge of the ServiceNow application and any relevant software. Being able to discuss how you would log and manage support requests will show that you're ready to hit the ground running.
✨Practice Your Communication Skills
Since you'll be the first point of contact for customers, practice explaining technical issues in simple terms. Role-play with a friend or family member to get comfortable with this, as clear communication is key to providing great customer service.
✨Show Your Problem-Solving Skills
Prepare examples of how you've tackled problems in the past. Think about situations where you had to analyse an issue and come up with a solution, especially under pressure. This will demonstrate your analytical approach and ability to work independently.
✨Be Customer-Focused
During the interview, highlight your commitment to delivering outstanding customer service. Share experiences where you built strong relationships with customers and kept them informed throughout the resolution process. This will show that you understand the importance of customer satisfaction.
