1st Line Service Desk Analyst

ParentPay Limited; Coventry; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A prominent technology company in Coventry is seeking a dedicated 1st Line Service Desk Analyst to support customers with software issues. This role involves providing first-line support through phone, email, and web chat while accurately logging requests in the ServiceNow system. Ideal candidates will possess excellent communication skills and a strong commitment to outstanding customer service. The position offers a chance to enhance first-time fixes and improve customer relationships in a fast-paced environment.

Qualifications

• Strong verbal and written communication skills are essential.
• Self-motivated with the ability to prioritize tasks.
• Experience in providing customer support via multiple channels.

Responsibilities

• Provide 1st Line Support to customers via various channels.
• Log support requests on the ServiceNow system for tracking.
• Escalate issues to the Team Leader as needed.
• Maintain communication with customers throughout the support process.
• Build strong customer relationships while managing expectations.
• Increase first-time fixes through knowledge sharing.
• Keep current with product and software knowledge.

Skills

Analytical approach to problem solving

Excellent communication skills

Ability to communicate technical issues

Self-motivated and able to work independently

Ability to work under pressure

Experience in mobile device management

Effective communication at all levels

Tools

ServiceNow

Job description

1st Line Service Desk Analyst

Department: Customer Support

Employment Type: Permanent - Full Time

Location: Coventry, UK

Description

As a Service Desk Analyst, you will act as the first point of contact for customers experiencing software-related issues. Requests are received via phone, email, and web chat, so excellent written and verbal communication skills are essential, along with a strong commitment to delivering outstanding customer service.

All enquiries must be accurately logged within the ServiceNow application to ensure cases are effectively tracked and managed. You will be responsible for providing first-line support while working within agreed SLAs.

The role also involves the efficient and timely escalation of issues, keeping customers informed of progress and resolution throughout. You will be expected to identify opportunities to improve the service we provide to our customer base and to consistently represent the company in a professional, courteous, and helpful manner.

Key Responsibilities

• Provide 1st Line Support to internal and external customers via telephone, email, and web chat.
• Accurately and professionally log all support requests on the ServiceNow system to ensure effective tracking and management.
• Escalate issues requiring further investigation to the Team Leader in a timely manner, ensuring faults are clearly documented to support swift resolution.
• Liaise with colleagues across departments to resolve incidents, maintain clear customer communication, and deliver a positive customer experience.
• Take responsibility for keeping customers fully informed of progress and resolution while building strong customer relationships.
• Increase first-time fixes through effective information sharing and documentation within the staff knowledge base.
• Maintain up-to-date product and software knowledge by following standard processes and procedures and attending relevant internal and external training as required.

Skills, Knowledge and Expertise

• Must have an analytical approach to problem solving.
• Can demonstrate excellent communication skills both verbal and written.
• Can communicate technical issues to a non-technical customer.
• Must be self-motivated and able to work without direct supervision, taking responsibility for completing assigned tasks to the required deadlines.
• The ability to work under pressure and prioritise workload effectively
• Experience in mobile device management would be advantageous
• Ability to communicate effectively at all levels