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- Tasks: Be the go-to person for customers needing software help via phone, email, or chat.
- Company: Join a dynamic team in Coventry focused on delivering top-notch customer support.
- Benefits: Enjoy a permanent full-time role with opportunities for training and development.
- Why this job: Make a real impact by enhancing customer experiences and solving problems daily.
- Qualifications: Strong communication skills and a knack for problem-solving are essential; tech knowledge is a plus.
- Other info: Work independently while collaborating with a supportive team in a fast-paced environment.
The predicted salary is between 28800 - 43200 £ per year.
Service Desk Analyst
Department: Customer Support
Employment Type: Permanent – Full Time
Location: Coventry, UK
Reporting To: Donna Nash
Description
Based full time in our Coventry UK office.
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.
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Service Desk Analyst employer: ParentPay Group
Contact Detail:
ParentPay Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the ServiceNow application, as it's crucial for logging and tracking support requests. Understanding its functionalities will not only help you during the interview but also demonstrate your proactive approach to the role.
✨Tip Number 2
Brush up on your communication skills, especially in explaining technical issues to non-technical customers. Practising common scenarios can help you articulate your thoughts clearly and confidently during the interview.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of how you've handled customer issues in the past. Highlighting your analytical approach will resonate well with the hiring team.
✨Tip Number 4
Research the company’s products and services to understand their software landscape. This knowledge will allow you to engage more meaningfully during discussions and show your genuine interest in the role.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Service Desk Analyst role. Emphasise your communication skills, problem-solving abilities, and any experience with customer support or ServiceNow.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the company. Mention specific examples of how you've provided excellent customer service in the past and how you can contribute to improving their service.
Highlight Technical Skills: If you have experience with mobile device management or knowledge of ServiceNow, make sure to include this in your application. Detail how these skills will help you succeed as a Service Desk Analyst.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at ParentPay Group
✨Showcase Your Communication Skills
As a Service Desk Analyst, you'll need to demonstrate excellent verbal and written communication skills. During the interview, practice explaining technical concepts in simple terms, as this will show your ability to communicate effectively with non-technical customers.
✨Familiarise Yourself with ServiceNow
Since the role involves using the ServiceNow application for ticket management, it's beneficial to have a basic understanding of how it works. If possible, explore the platform beforehand or mention any relevant experience you have with similar systems during the interview.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific customer issues. Prepare examples from your past experiences where you successfully resolved problems, highlighting your analytical approach and ability to work under pressure.
✨Emphasise Customer Service Excellence
The role requires a strong focus on customer service. Be ready to discuss how you've built positive relationships with customers in previous roles and how you ensure they are kept informed throughout the support process.