Service Desk Analyst
ParentPay
full-time
Posted on:
Location Type: Hybrid
Location: Chelmsford • United Kingdom
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Tech Stack
About the role
- 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.
Requirements
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
1st Line Supportanalytical problem solvingmobile device management
Soft Skills
excellent communication skillsverbal communicationwritten communicationself-motivatedresponsibilityability to work under pressureprioritizationcustomer relationship building