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- Tasks: Provide first-line support for customers with software issues via phone, email, and web chat.
- Company: Join a dynamic customer support team in Coventry, UK.
- Benefits: Permanent full-time role with opportunities for growth and development.
- Why this job: Be the hero who helps customers solve their tech problems every day!
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: Work in a supportive environment with a focus on 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 in Coventry 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 in Coventry
✨Tip Number 1
Get your communication skills on point! As a 1st Line Service Desk Analyst, you'll be chatting with customers all day. Practise explaining technical stuff in simple terms so everyone understands.
✨Tip Number 2
Familiarise yourself with ServiceNow before the interview. Knowing how to log and track issues will show you're serious about the role and ready to hit the ground running.
✨Tip Number 3
Show off your problem-solving skills! Think of examples where you've tackled tricky situations before. Employers love to see how you handle pressure and find solutions.
✨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 1st Line Service Desk Analyst in Coventry
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 reflects your excellent communication skills. Use clear and concise language, and don’t shy away from showcasing your ability to explain technical issues in a way that anyone can understand.
Be Detail-Oriented: When logging your experiences or skills, pay attention to detail. Just like you’ll need to accurately log support requests on ServiceNow, your application should be free of errors and clearly structured. This shows us that you can handle the responsibilities of the role effectively.
Highlight Your Problem-Solving Skills: We love candidates who can think analytically! In your application, share examples of how you've tackled problems in the past. This will demonstrate your ability to provide first-line support and show us that you’re ready to jump into action when issues arise.
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’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
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 Side
Prepare examples from your past experiences where you provided excellent customer service. Highlight how you kept customers informed and resolved their issues efficiently, as this is key for the role.
✨Be Ready to Problem Solve
Think of some scenarios where you had to solve a problem under pressure. Be prepared to discuss your analytical approach and how you prioritise tasks, as these skills are crucial for a 1st Line Service Desk Analyst.
