Description
As a Senior Service Desk Analyst – you will work tenaciously to resolve customer issues and challenge processes driving continuous improvement. You will act as the single point of contact between the service desk and the customer, ensuring the team provide exceptional 2nd line support for Financial Management Systems including FMS, FMS6, SIMS Fees Billing and SIMS Finance.
The key duties will involve monitoring and managing support calls & cases to point of resolution aligned to prioritisation criteria and SLAs delivering high-quality support across the SIMS product suite.
You will:
* Act as the key escalation point between Support, Product and Development teams
* Own complex issues through to resolution driving case management across 2nd lineProactively identify recurring problems collaborating with the Problem Management team
* Influence service improvements and customer experience outcomes
Key Responsibilities
Service & Support Excellence
* Manage & provide expert 2nd Line support across all channels: phone, email & digital channels, owning cases through to resolution
* All interactions and cases must be accurately logged & effectively manged within ServiceNow aligned to SLA’s and priorities
* Deliver timely, clear, confident communication to customers at all stages
Collaboration & Escalation
* Work closely with 1st Line, Product and Development teams to resolve issues efficiently
* Act as an escalation point for complex or sensitive cases
* Share knowledge and coach others to maximise team capability
Problem Management & Continuous Improvement
* Challenge existing processes and propose smarter, more efficient ways of working
* Contribute to reducing repeat contacts and improving first-time fix rates
* Identify trends and recurring issues, contributing to the root cause analysis
* Drive Problem Management activities in line with ITIL practices
Knowledge & Capability
* Build deep expertise in SIMs systems & develop capability across SIMs systems
* Contribute to and manage high-quality knowledge base content
* Remain current with product updates, system changes and best practices
Skills, Knowledge and Expertise
Mindset & Behaviour
* Tenacious and proactive — you don’t stop at the first fix
* Naturally curious — you challenge the norm and look for better ways of working
* Passionate about delivering great customer outcomes, not just closing tickets
* Resilient and calm under pressure, with strong ownership
Skills & Experience
* Strong experience in a 2nd Line / Service Desk / Application Support role
* Proven ability in problem solving and root cause analysis
* Working knowledge of ITIL practices, particularly Incident & Problem Management
* Experience supporting SIMS and/or Finance systems (FMS, FMS6, etc.) is highly desirable
* Ability to communicate complex technical issues clearly to non-technical users
* Strong organisational skills with the ability to prioritise effectively
At ParentPay Group, we believe that when schools run well, students thrive. That’s why we’ve spent decades building the operating system that supports well‑run schools – a seamless layer of tools, insights, and support that makes school life simpler for teachers, leaders, caterers, parents, and students alike.
From cashless payments and parent engagement to catering management, library systems, and MIS platforms, we connect the everyday parts of education through simple, secure, and connected tools. What began as a way to make school payments easier has grown into Europe’s leading EdTech group – trusted by over 20,000 schools and 9 million users across the UK and Europe.
Every day, our platforms process millions of payments, messages, and data points, quietly working in the background so schools can shine out front. Together, we’re helping schools save time, cut costs, and create more time for learning.
ParentPay Group is more than a collection of brands. We are a group of people dedicated to supporting well‑run schools and giving time back to teachers, parents, caterers, admin staff – and most importantly, to students.