Service Desk Support Analyst
Application Deadline: 18 September 2025
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Chelmsford, UK
Reporting To: Laura Ford
Description
As a 1st Line Software Support analyst, you will be the first point of contact for customers regarding software related questions and issues across a number of applications in the ParentPay Group.
Typically, this will involve handling multiple channels of customer contact, through telephone, email, customer portal and chat. Delivering high levels of customer service at all times, accurately recording case details within the Service Now application. It is important to have excellent written and oral communication skills for success in the role.
Customer cases will be tracked and managed with the expectation to provide support within agreed SLAs. You will be responsible for efficient and timely escalations keeping customers and from time to time, internal stakeholders informed of progress and resolutions.
1st line analysts work closely with 2nd line teams to gain assistance and enhance knowledge.
Key Responsibilities
* Providing 1st class customer service through multiple channels; telephone, e-mails, customer facing portal and live chat.
* Managing customer expectation with the use of active listening, telephony skills and excellent written communication.
* Be mindfully aware of the fast paced working environment with a constant 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.
* Creation and maintenance of knowledge base articles for customer use.
* 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
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