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- Tasks: Manage user requests and incidents, ensuring smooth service delivery and communication.
- Company: Join a dynamic customer support team in Coventry, UK.
- Benefits: Permanent full-time role with competitive salary and growth opportunities.
- Why this job: Make a real difference by enhancing user experiences and solving problems.
- Qualifications: Strong customer service skills and experience in IT support.
- Other info: Be part of a supportive team that values your input and development.
The predicted salary is between 28800 - 43200 £ 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 in Coventry employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Analyst in Coventry
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Practice your interview skills! Mock interviews with friends or using online platforms can help you nail those tricky questions. Remember, confidence is key, so show them what you've got!
✨Tip Number 3
Tailor your approach for each application. Research the company and its culture, then align your skills and experiences with their needs. This shows you're genuinely interested and not just sending out generic applications.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who take the initiative to connect directly with us. Plus, it gives you a better chance of standing out from the crowd.
We think you need these skills to ace 2nd Line Support Analyst in Coventry
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 in customer support and any technical skills that match the job description. We want to see how you can bring value to our team!
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 your skills align with our needs. Keep it friendly and professional, just like we do at StudySmarter.
Show Off Your Communication Skills: Since this role involves a lot of communication, 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 to 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 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 technical issues in simple terms. Think of examples where you've kept users informed and managed their expectations during an incident.
✨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 you prioritise user satisfaction, as this will resonate well with the interviewers.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your problem-solving abilities under pressure. Think through how you would handle various incidents, including prioritisation and routing to specialist groups, to showcase your analytical skills.
