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- Tasks: Provide first-line support for 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 25000 - 32000 £ per year.
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.
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
Network like a pro! Reach out to people 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 communication skills! Since you'll be dealing with customers, it’s crucial to articulate your thoughts clearly. Try mock interviews with friends or family to get comfortable explaining technical issues in simple terms.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled challenges in the past. This will demonstrate your analytical approach and ability to work under pressure.
✨Tip Number 4
Apply through our website! We love seeing candidates who are genuinely interested in joining us. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills: Since you'll be the first point of contact for 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.
Tailor Your Application: Take a moment to tailor your application specifically for the Service Desk Analyst role. Highlight your experience with customer support and any relevant software knowledge. We love seeing how you can connect your skills to what we do at StudySmarter!
Be Professional Yet Personable: While professionalism is key, don’t forget to let your personality shine through! We want to see how you can build strong customer relationships, so feel free to include examples of how you've done this in the past.
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 shows you’re keen on joining 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 software issues and the ServiceNow application. Being able to discuss how you would log and manage support requests will show that you're ready to hit the ground running.
✨Practice Your Communication Skills
Since this role requires excellent verbal and written communication, practice explaining technical concepts in simple terms. You might even want to role-play with a friend to get comfortable with handling customer queries over the phone or via email.
✨Show Your Problem-Solving Skills
Prepare examples of how you've tackled problems in the past. Think about situations where you had to analyse an issue and come up with a solution, especially under pressure. This will demonstrate your analytical approach and ability to work independently.
✨Be Customer-Focused
During the interview, highlight your commitment to outstanding customer service. Share experiences where you went above and beyond to help a customer, and be ready to discuss how you would keep customers informed throughout the support process.