Service Desk Analyst: 1st Line Support & ServiceNow

ParentPay Limited; Coventry; On-site; GBP 20,000 - GBP 30,000; Part time

Job summary

A leading customer support company is seeking a Service Desk Analyst for a 12-month maternity cover position in Coventry, UK. The role focuses on providing first-line support for software-related issues, managing customer requests via multiple communication channels. Candidates should possess strong communication skills, a problem-solving mindset, and the ability to work independently under pressure. Familiarity with ServiceNow and experience in mobile device management would be advantageous. The position is part-time, fixed-term.

Qualifications

• Strong commitment to delivering outstanding customer service.
• Experience in customer support roles is beneficial.
• Ability to maintain clear communication with customers.

Responsibilities

• Provide first-line support to customers.
• Log all support requests accurately on ServiceNow.
• Escalate issues to the Team Leader in a timely manner.
• Liaise with colleagues to resolve incidents.
• Keep customers informed of progress and resolution.
• Increase first-time fixes through effective documentation.
• Maintain up-to-date product knowledge through training.

Skills

Analytical approach to problem solving

Excellent communication skills

Ability to communicate technical issues to non-technical customers

Self-motivated and able to work without direct supervision

Ability to work under pressure

Experience in mobile device management

Effective communication at all levels

Tools

ServiceNow

Job description

A leading customer support company is seeking a Service Desk Analyst for a 12-month maternity cover position in Coventry, UK. The role focuses on providing first-line support for software-related issues, managing customer requests via multiple communication channels. Candidates should possess strong communication skills, a problem-solving mindset, and the ability to work independently under pressure. Familiarity with ServiceNow and experience in mobile device management would be advantageous. The position is part-time, fixed-term.