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- Tasks: Provide first-line support for customers via phone, email, and web chat.
- Company: Join a dynamic customer support team in Coventry.
- Benefits: Permanent full-time role with opportunities for growth and development.
- Why this job: Be the hero who solves software issues and enhances customer experiences.
- Qualifications: Strong communication skills and a knack for problem-solving required.
- Other info: Work in a supportive environment with a focus on teamwork and customer satisfaction.
The predicted salary is between 30000 - 42000 £ 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.
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.
1st Line Service Desk Analyst employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Service Desk Analyst
✨Tip Number 1
Get your communication skills on point! Since you'll be the first contact for customers, practice explaining technical issues in simple terms. Role-play with a friend or family member to build your confidence.
✨Tip Number 2
Familiarise yourself with ServiceNow before the interview. Knowing how to log and track support requests will show you're proactive and ready to hit the ground running. We love candidates who come prepared!
✨Tip Number 3
Show us your problem-solving skills! Think of examples from your past experiences where you resolved issues under pressure. This will demonstrate your analytical approach and ability to work independently.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at StudySmarter.
We think you need these skills to ace 1st Line Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be the first point of contact for our customers, make sure your written application highlights your excellent communication skills. Use clear and concise language to demonstrate how you can explain technical issues in a way that's easy for non-technical folks to understand.
Be Detail-Oriented: When logging your experiences or skills, pay attention to detail. Just like you'll need to accurately log support requests in ServiceNow, your application should reflect your ability to document information clearly and professionally. This will show us that you’re ready for the role!
Highlight Problem-Solving Skills: We love candidates who can think on their feet! In your application, share examples of how you've tackled problems in the past. This will give us insight into your analytical approach and how you handle challenges under pressure.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you're keen to join the StudySmarter team!
How to prepare for a job interview at ParentPay Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around common software issues and the ServiceNow application. Being able to discuss how you would troubleshoot specific problems will show that you're ready for the role.
✨Practice Your Communication Skills
Since you'll be dealing with customers directly, practice explaining technical concepts in simple terms. You could even role-play with a friend to get comfortable with handling different types of customer queries.
✨Show Your Customer Service Flair
Prepare examples from your past experiences where you went above and beyond for a customer. Highlighting your commitment to outstanding service will resonate well with the interviewers.
✨Be Ready to Discuss Escalation Processes
Understand the importance of timely escalation and how to document issues clearly. Be prepared to share how you've handled situations where you needed to escalate an issue in the past.
