Service Desk Analyst (299741)
Service Desk Analyst (299741)
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Job Description
Service Desk Analyst
Dalgety Bay Dunfermline
ThisisWorldline
We are the innovators at the heart of the payments technology industry shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world in every part of commerce. And just as we help our customers accelerate their business we are committed to helping our people accelerate their careers. Together we shapethe evolution.
The Opportunity
At Worldline our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you have experience in helpdesk then get ready to join our company!
We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality reduce costs build excellent solutions and grow customer happiness. We would like to welcome an organized innovative and process driven colleague to our team.
Day-to-Day Responsibilities
- To respond to technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales
- Following ITIL incident/ problem management best practice
- Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution
- To assist the merchant/customer with a resolution using the tools provided and to ensure that these tools are effectively managed and updated
- To follow the correct path of escalation where assistance or referral is required and to be accountable for the result of your own actions or decisions
- To provide the best possible attendance and reliability whilst showing flexibility with working hours and workloads
Effectively management incidents within SLA
Who Are We Looking For
We look for big thinkers. People who can drive positive change step up and show whats next people with passion can-do attitude and a hunger to learn and grow. In practice this means:
- Knowledge/ practice in ITIL incident/ problem management
- The ability to communicate with customers internal and external through written medium and on the telephone in a professional manner relaying technical detail in a straight forward and easy to understand way
- Able to work in a team environment and work to the technical helpdesk targets and objectives
- Ability to analyse problems and suggest solutions using problem solving tools provided
- Able to manage own workloads
- Ability to be flexible and work to changing priorities demanded by the customer requirements
Able to deliver high levels of Accuracy and Quality in both problem resolution and root cause analysis
Perks & Benefits
At Worldline youll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that you will also:
- Be part of a company guided by a strong purpose to do good and recognized as top 1% of the most sustainable companies in all sectors worldwide.
- Work with inspiring colleagues and be empowered to learn grow and accelerate your career.
- Have 30 days holiday 4 bank holidays
- Have employee private medical cover access to a virtual GP service
- Access to discounts and cash backs on shopping *
- Purchase a range of flexible benefits through salary sacrifice
- Have an Income protection @ 67% of base salary for 5 years subject to Ts & Cs
- Have a Life assurance 1 x salary if not in a pension scheme 4 x salary if joins the pension scheme
- Have Pension the company will match contributions up to 10%
Application Process
We will endeavour to respond to all applicants within 7 working days. If selected you can expect a screening interview with a recruiter and if moving to the next stage there will be an interview with a Line Manager.
Shape the evolution
We are on an exciting journey towards the next frontiers of payments technology and we look for big thinkers people with passion can-do attitude and a hunger to learn and grow. Here youll work with ambitious colleagues from around the world take on unique challenges as a team and make a real impact on the society. With an empowering culture strong technology and extensive training opportunities we help you accelerate your career - wherever you decide to go. Join our global team of 18000 innovators and shape a tomorrow that is yours to own.
Learn more about life at Worldline at
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as an individual with a disability or any applicable legally protected characteristics.
#LI-ER1
Required Experience:
IC
Employment Type
Full-Time
