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- Tasks: Manage user support cases and ensure smooth service delivery.
- Company: Dynamic customer support team in Coventry, UK.
- Benefits: Permanent full-time role with competitive salary and growth opportunities.
- Why this job: Be the hero for users, solving their tech issues and enhancing their experience.
- Qualifications: Strong customer service skills and IT support experience required.
- Other info: Join a supportive team and thrive in a fast-paced environment.
The predicted salary is between 28800 - 48000 £ per year.
The primary objective of this 2nd line service desk role is to act as a single point of contact between the services provided and the users. You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels. The role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.
Key Responsibilities
- Capturing resolution information and feeding into Knowledge Management
- Routing Incidents to support specialist groups when needed
- Analyzing for correct prioritisation, classification and providing support to 1st Line teams
- Providing ownership, monitoring, tracking and communication of Incidents
- Providing resolution and recovery of Incidents not assigned to support specialist groups
- Closing Incidents
- Monitoring the status and progress towards resolution of assigned Incidents
- Keeping users and the Service Desk informed about Incident progress
Skills, Knowledge and Expertise
- Strong interpersonal and customer service skills, including telephony, communication, active listening, and a customer-focused approach.
- Good business awareness, with an understanding of organisational structure, priorities, and key drivers.
- Service awareness of core IT services and the ability to support users effectively.
- Proven software and application support experience, including Microsoft applications and SIMS.net.
- Sufficient technical knowledge to diagnose and resolve the majority of incidents, including fault-finding skills.
- Experience using support tools and techniques within a service desk environment.
- Understanding of ITSM processes and procedures, including Incident, Change, Knowledge, and Problem Management.
- Willingness to undertake training and awareness activities for new systems and technologies.
- Ability to work well under pressure, prioritising workloads to meet agreed SLAs and business demands.
- A flexible, positive team player with strong organisational skills, motivation, patience, and the ability to use initiative.
2nd Line Support Analyst employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst
✨Tip Number 1
Network like a pro! Reach out to current employees in similar roles on LinkedIn or at networking events. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer support and IT service management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've resolved incidents or improved processes in previous roles. This will highlight your ability to handle the responsibilities of a 2nd Line Support Analyst.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 2nd Line Support Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line Support Analyst role. Highlight your relevant experience, especially in customer service and IT support. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it friendly and professional – we love a good story!
Show Off Your Communication Skills: Since communication is key in this role, make sure your application reflects your strong interpersonal skills. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at ParentPay Group
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft applications and ITSM processes. Be ready to discuss how you've diagnosed and resolved incidents in the past, as this will show your practical experience.
✨Show Off Your Communication Skills
Since this role is all about effective communication, practice explaining complex issues in simple terms. Think of examples where you've kept users informed during an incident and how you managed their expectations.
✨Demonstrate Customer Focus
Prepare to share specific instances where you've gone above and beyond for a customer. Highlight your active listening skills and how they helped you understand user needs better, ensuring a positive experience.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like prioritising incidents or handling difficult users. Think through your approach to these scenarios beforehand, so you can showcase your problem-solving skills and ability to work under pressure.
