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- Tasks: Provide first-line support for software issues via phone, email, and web chat.
- Company: Join a dynamic team in a supportive customer service environment.
- Benefits: Gain valuable experience with a competitive salary and professional development opportunities.
- Why this job: Make a real difference by helping customers solve their tech problems.
- Qualifications: Strong communication skills and a knack for problem-solving are essential.
- Other info: 12-month fixed-term contract with potential for growth in a fast-paced setting.
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. This is a 12 month fixed‑term contract position.
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
- Analytical approach to problem solving.
- Excellent communication skills, both verbal and written.
- Ability to communicate technical issues to a non‑technical customer.
- Self‑motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
- Ability to work under pressure and prioritise workload effectively.
- Experience in mobile device management would be advantageous.
- Ability to communicate effectively at all levels.
Department: Customer Support
Location: Coventry, UK
12 Month Maternity Cover - Service Desk Analyst in Coventry employer: ParentPay
Contact Detail:
ParentPay Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 12 Month Maternity Cover - Service Desk Analyst in Coventry
✨Tip Number 1
Get your communication skills on point! As a Service Desk Analyst, you'll be chatting with customers all day. Practise explaining technical stuff in simple terms so everyone understands. This will help you shine during interviews!
✨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. Plus, it’ll give you a leg up when discussing your experience with case management.
✨Tip Number 3
Show off your problem-solving skills! Think of examples where you've tackled tricky situations or improved processes. We love candidates who can think on their feet and come up with solutions that make life easier for customers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in customer support.
We think you need these skills to ace 12 Month Maternity Cover - 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 customers, make sure your written application reflects your excellent communication skills. Use clear and concise language, and don’t forget to proofread for any typos or errors!
Highlight Your Customer Service Experience: We want to see your commitment to outstanding customer service! In your application, share specific examples of how you've helped customers in the past, especially in tricky situations. This will show us you’re ready for the role.
Be Detail-Oriented: As a Service Desk Analyst, logging requests accurately is key. Make sure your application is well-organised and details your experience with tracking and managing issues. This will demonstrate your attention to detail and ability to follow processes.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at ParentPay
✨Master Your Communication Skills
Since the role requires excellent verbal and written communication, practice explaining technical issues in simple terms. Consider doing mock interviews with a friend to refine your ability to communicate clearly and effectively.
✨Know Your Tools
Familiarise yourself with ServiceNow and any other relevant software mentioned in the job description. Being able to discuss how you’ve used similar tools in the past will show that you’re ready to hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved customer issues in previous roles. Highlight your analytical approach and how you prioritised tasks under pressure, as this is crucial for a Service Desk Analyst.
✨Demonstrate Customer-Centric Attitude
Be ready to discuss how you build strong relationships with customers. Share specific instances where you kept customers informed and ensured their satisfaction, as this aligns perfectly with the company’s commitment to outstanding service.
