The Role
Provides second-line service desk support by managing incidents, cases, and service requests through resolution. Responsibilities include diagnosing software issues, prioritizing and routing incidents, supporting first-line teams, documenting resolutions, monitoring service levels, and communicating progress to users. The role requires strong customer service, ITSM process awareness, Microsoft applications experience, and familiarity with SIMS.net.
Summary Generated by Built In
The primary objective of this 2nd line service desk role is to act as a single point of contact between the services provided and the users. You will be responsible for managing cases, incidents, and service requests, ensuring they are logged, tracked, and resolved in line with agreed processes and service levels.
The role also involves maintaining clear and effective communication with users throughout the lifecycle of their requests. This includes providing regular updates, managing expectations, and ensuring a high standard of customer service at all times. Through effective case management and professional communication, you will help ensure a positive user experience and the smooth delivery of services.
Key Responsibilities
- Capturing resolution information and feeding into Knowledge Management
- Routeing Incidents to support specialist groups when needed
- Analysing for correct prioritisation, classification and providing support to 1st Line teams
- Providing ownership, monitoring, tracking and communication of Incidents
- Providing resolution and recovery of Incidents not assigned to support specialist groups
- Closing Incidents
- Monitoring the status and progress towards resolution of assigned Incidents
- Keeping users and the Service Desk informed about Incident progress
Skills, Knowledge and Expertise
- Interpersonal skills, such as telephony skills, communication skills, active listening and customer care training
- Business awareness: specific knowledge of the organization’s business areas, drivers, structure, priorities etc.
- Service awareness of all the organization’s key IT services for which support is being provided
- Software and applications expertise to a level appropriate to diagnose and resolve the majority of incidents
- Fault diagnosis skills
- Support tools and techniques
- Awareness training and tutorials in new systems and technologies, prior to their introduction
- Processes and procedures (Incident, Change , Knowledge and Problem)
- Wider overview of ITSM processes and procedures
- Customer service experience must be customer focussed with excellent communication skills and happy to be customer facing
- Strong personal development and motivational skills required to be flexible, positive and have good organisational and interpersonal skills
- Must be patient, diplomatic and able to work as part of a team and using own initiative
- Ability to work well under pressure, prioritising cases to meet SLA’s
- Flexible to respond to ongoing customer and business demands
- Experience of supporting software applications
- Understanding of SIMS.net
- Experience in Microsoft applications
About
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.
Skills Required
- Experience supporting software applications
- Understanding of SIMS.net
- Experience with Microsoft applications
- Software and application expertise sufficient to diagnose and resolve incidents
- Fault diagnosis skills
- Knowledge of incident, change, knowledge, and problem management processes
- Excellent communication, interpersonal, telephony, active listening, and customer care skills
- Ability to prioritize cases and meet service-level agreements under pressure
- Ability to work independently and as part of a team
- Flexibility and organizational skills to respond to customer and business demands
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The Company
What We Do
ParentPay Group is a leading European EdTech company that provides an integrated ecosystem of technologies for educational institutions. Their services include data management, cashless payments, parent engagement, meal management, and library systems. Their mission is to streamline administrative tasks for schools, allowing educators to save time and focus on teaching and supporting students, ultimately aiming to create more time for learning.
