Jobs
>
Chelmsford

    Service Desk Analyst - Chelmsford, United Kingdom - ParentPay Group

    ParentPay Group
    ParentPay Group Chelmsford, United Kingdom

    21 hours ago

    Default job background
    Other
    Description
    The primary objective of a 1st line analyst is to provide a single point of contact between the services being provided and the users. Typically this will involve taking phone calls, accurately conveying customer conversation to our case logging system, handling e-mails and web queries whilst providing first class customer service to our customers in the education industry. A 1st line analyst works closely with our 2nd line teams to gain assistance and absorb knowledge from them.

    Key Responsibilities

    • Providing 1st class customer service via incoming phone calls, e-mails and through our customer facing portal.
    • Managing customer expectation with the use of active listening and telephony skills.
    • Be mindfully aware of the volume of work on offer
    • Analysing Customer enquiries to determine correct prioritisation and classification.
    • Taking ownership of customer enquiries and attempting to resolve new cases at first contact.
    • Using remote support tools to attempt to resolve queries at first contact.
    • Routing newly created cases to the specific 2nd Line teams where required.
    • Educating customers on bespoke software used exclusively in the Education industry and minor Microsoft related issues.
    • Assisting 2nd Line teams with their workload where required.
    • To ensure the data protection process rules are abided to at all times
    • To keep non work related activities to break and lunch times only


    Skills, Knowledge and Expertise

    • Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
    • Business awareness: demonstrate a knowledge of an organisation's business areas, drivers, structure, priorities etc.
    • Service awareness of all the organisation's key IT services for which support is being provided
    • Support tools and techniques
    Essential Skills
    • Customer service experience must be customer focused with excellent communication skills and happy to be customer facing
    • Be punctual and flexible
    • Have an eagerness to learn and develop new skills
    • Great communicators in spoken and written English at all levels with an excellent telephone manner
    • Computer literate and a confident user of Microsoft based programs
    • Ability to work well under pressure and demonstrate a solid logical approach to problem solving
    • Capable of asking clear and concise questions in order to ascertain the exact details of a customer query
    • Conscientious and self-motivated
    Desirable Skills
    • Telephony experience in a Service Desk or Contact Centre environment
    • Previous use of a Customer Relationship Management Software eg. Service Now
    • Previous work within a School and/or Educational Body
    • Experience of working in an ITIL compliant environment
    • IT Certifications such as COMPTIA A+


    ParentPay Group brings together eleven brands that drive development in EdTech. As Europe's largest EdTech provider, we help primary and secondary schools streamline their cashless payments, improve their parent engagement, safely manage meals and securely store their data. Fundamentally, we create time for learning.
  • eFinancialCareers

    Desk Analyst

    2 weeks ago

    eFinancialCareers London, United Kingdom

    The role will suit a fundamental credit professional with previous experience in a strategist/desk analyst seat, with proven experience of developing trade ideas and investment strategies within high yield credit. · The opportunity: · - Sit alongside the trading team to produce i ...

  • Experis LTD

    Service Desk Analyst

    2 weeks ago

    Experis LTD Westcliff-on-Sea, United Kingdom

    **Service Desk Analyst** · **Up to £27,000 (DoE) + Excellent Benefits package + Excellent training.** · **ITIL, AD, O365, Microsoft, Service Desk Analyst, Infrastructure, Outlook, Ticket,Cloud, Cisco, FreshService, TeamViewer, Microsoft Infrastructures, Azure, Group Policy.** · * ...

  • Owen Daniels Consultancy

    IT Service Desk Analyst

    2 weeks ago

    Owen Daniels Consultancy London, United Kingdom

    **ROLE - IT Service Desk Analyst** · **LOCATION - West London** · **SALARY - £30,000 - £35,000** · **PERMANENT** · We have partnered with a global consumables manufacturing company based in West London who are going through a period of growth right now and are hiring for an IT Se ...

  • eFinancialCareers

    Service Desk Analyst

    1 week ago

    eFinancialCareers London, United Kingdom

    Our client is considered one of the top macro-Hedge Funds in the world, the industry award-winning company want to grow their existing team based in London and are currently searching for a highly skilled Service Desk Analyst. The Service Desk Analyst willneed to provide support ...

  • Keystream

    Service Desk Analyst

    1 week ago

    Keystream London, United Kingdom

    **Service Desk Analyst x2**A Service Desk Analyst is needed for an inclusive and collaborative company to work on a contract basis to cover a constantly changing the growing IT demands/issues for an NHS Trust in London. · This is an onsite contract position, and it comes with a s ...

  • Involved Solutions

    IT Service Desk Analyst

    1 week ago

    Involved Solutions London, United Kingdom

    **Job title**: IT Service Desk Analyst · **Contract**: Permanent · **Salary**:£40,000 + Benefits · **Location**:Hybrid based in The City of London · We are currently working with a law firm who are currently looking to bring in an IT Service Desk Analyst to support their lawyers. ...

  • Jonathan Lee Recruitment

    Service Desk Analyst

    1 week ago

    Jonathan Lee Recruitment London, United Kingdom

    **IT Support Analyst** · **Salary - £20,000 - £25,000** · **Located - Southwest London** · **IT Support, 1st Line, Windows, Office 365, Exchange** · This fantastic company, based in South West London requires an experienced Service Desk Analyst to join the team for a new permanen ...

  • Computappoint

    IT Service Desk Analyst

    2 weeks ago

    Computappoint London, United Kingdom

    IT Service Desk Analyst - Azure, O365, ServiceNow - Perm - £45k + benefits and bonuses · **Skills: Azure, O365, Windows, MS Office, Active Directory, ServiceNow, Hybrid working model days per week onsite)** · A leading financial organisation are looking to hire a Senior IT Servic ...

  • Larbey Evans

    IT Service Desk Analyst

    3 weeks ago

    Larbey Evans City of London, United Kingdom

    Our client is a leading global law firm - they are now looking to recruit an experienced IT Service Desk Analyst to join their busy IT team in London. · The IT Service Desk is responsible for providing a professional and high-quality service to the firm's internal staff.It operat ...

  • Age UK Group

    Service Desk Analyst

    1 week ago

    Age UK Group City of London, United Kingdom

    Age UK's Digital & Technology division is recruiting for a **Service Desk Analyst** to join our customer-centric team. · 2023 is a great time to join Age UK. The Service Desk is embarking on an exciting time as we look to create lots of new processes, procedures and working pract ...

  • Age UK Group

    Service Desk Analyst

    1 week ago

    Age UK Group Ashburton, United Kingdom

    Age UK's Digital & Technology division is recruiting for a **Service Desk Analyst** to join our customer-centric team. · 2023 is a great time to join Age UK. The Service Desk is embarking on an exciting time as we look to create lots of new processes, procedures and working pract ...

  • Jonothan Bosworth

    Service Desk Analyst

    1 week ago

    Jonothan Bosworth London, United Kingdom

    **Service Desk Analyst | London | up to circa £25,000** · We are currently looking for 1st | 2nd Line **Service Desk Analysts** to be based in our clients' London office. · Currently working 3 days in the office 2 days from home. · Our client is an award winning, friendly & progr ...

  • Jonothan Bosworth

    Service Desk Analyst

    3 weeks ago

    Jonothan Bosworth London, United Kingdom

    **Service Desk Analyst | London | up to circa £29,000** · We are currently looking for 1st | 2nd Line **Service Desk Analysts** to be based in our clients' London office. · Currently working 3 days in the office 2 days from home. · Our client is an award winning, friendly & progr ...

  • Precise Placements

    IT Service Desk Analyst

    1 week ago

    Precise Placements London, United Kingdom

    **IT Service Desk Analyst - 1st Line, First Line, Helpdesk** · Our leading law firm client are looking to recruit an IT Service Desk Analyst on a permanent basis to be the primary point of contact within the IT Service Desk. The right Service Desk Analyst must have excellent cust ...

  • HARTLEYCO LTD

    IT Service Desk Analyst

    3 weeks ago

    HARTLEYCO LTD London, United Kingdom

    I'm currently hiring for an IT Service Desk Analyst on behalf of a Managed Services Provider business based in West London. · You will be responsible for service desk support around predominantly Microsoft technologies. · Below are the key skills (in order of importance): · - Win ...

  • Braundton Consulting Limited

    Service Desk Analyst

    2 weeks ago

    Braundton Consulting Limited Sidcup, United Kingdom

    **Job description** A great opportunity has arisen for an experienced Service Desk Analyst with strong Service Desk experience. Our client is looking for a customer service driven Service Desk Analyst who is knowledgeable, efficient, and willing to take ownership over theirwork. ...

  • Oliver James

    IT Service Desk Analyst

    1 week ago

    Oliver James London, United Kingdom

    I am working with a leading Insurance organisation who are looking for a IT service desk Analyst to join their IT team, your job will be to ensure efficient running of services on a day to day basis within the organisation, you will be providing supportall internal customers who ...

  • Computappoint

    Service Desk Analyst

    1 week ago

    Computappoint London, United Kingdom

    **IT Service Desk Analyst | Azure, O365, ServiceNow | Permanent | £45k + benefits and bonuses** · **Skills: Azure, O365, Windows, MS Office, Active Directory, ServiceNow, Hybrid working model days per week onsite)** · A leading financial organisation are looking to hire a Senior ...

  • Tech Pursuit

    IT Service Desk Analyst

    2 weeks ago

    Tech Pursuit London, United Kingdom

    **Service Desk Analyst (1st Line) - 3 month contract - Day rate - Immediate start** · We have an exciting opportunity for a Service Desk Analyst to join a leading retail company. · This will be a 3 month contract, paying a competitve day rate and the company want an immediate sta ...

  • vertex-it-solutions

    Service Desk Analyst

    1 week ago

    vertex-it-solutions Camden, United Kingdom

    **Position: Service Desk Analyst** · **Reporting to: IT Service Desk Manager** · Company: · Our client are officially one of the top 10 managed service providers in the world. They've been providing managed IT services since 2001, and now serve as a major IT partner for SMEs in a ...