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    IT Service Service Desk Support Technician - Coventry, United Kingdom - ParentPay Group

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    Description
    Service Desk Analyst


    Department:
    Customer Support


    Employment Type:
    Permanent - Full Time

    As a Service Desk Analyst, you will be the first point of contact for all customers regarding software related issues.

    Requests will come through to the service desk via phone, email and web chat so it is important that you possess excellent written and oral communication skills and can deliver high levels of customer service at all times.

    All enquiries must be logged on to the Zendesk application so that all tickets can be effectively tracked and managed and you will be expected to provide first line support whilst working within agreed SLA's.

    You will be expected to identify opportunities to improve the service provided to our customer base and ensure that at all times the company is represented as professional, courteous and helpful.

    Provide 1st Line Support to all customers (both internal and external) via telephone, email and webchat

    Ensure that all support requests are recorded accurately and professionally on the Zendesk system so that all tickets can be effectively tracked and managed.

    Build strong relationships creating a positive customer experience at all times
    Keep abreast of software developments and ensure any gaps in knowledge are addressed.
    Attend internal and external training courses relevant to company products, as required.


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