Service Desk Support Officer

2 months ago

Bromley, United Kingdom Trust Payments Full time
Trust Payments have an exciting opportunity for a Service Desk Support Officer to join their team.
Location: Bromley, London (Hybrid/ Shift-based)Salary: Competitive + Benefits
Service Desk Support Officer – The Role:
The Service Desk Support Officer will be part of the Service Desk team and will provide first line support to our customers, always practicing excellent customer service, via phone and in writing. 
Service Desk Support Officer – Key Responsibilities:
- Responding to support cases in the Zendesk tool and phone calls as required
- Assisting Trust Payment’s customers during the integration of their website to our payment functionality
- Manage customers’ accounts
- Record details of inquiries, comments and details of action taken via the Zendesk tool
- Updating Jira with bug reports and feature requests
- Dealing with customer escalations
- Tracking Jira tickets escalated to development and updating them where necessary
- Liaising with Acquirers when the Development team require information or when new products or requirements are launched
 Service Desk Support Officer – You:
- 1+ years in a similar customer service orientated support role
- Strong customer orientation
- Experience of working in an ITIL environment
- Experience of using Zendesk or similar ITSM too
- Excellent typing skills and IT Skills including Microsoft Office (Excel, Word and PowerPoint), Salesforce, DMS, Data handling and Record keeping
- Problem analysis and resolution
- Able to articulate technical explanations in a non-technical way
- Strong communicator able to communicate confidently with all level of colleagues within the business
- ITIL Foundation qualified
- Understanding of Payment system capabilities and features
Services Desk Support Officer – Benefits:
- Opportunity to be part of a rapidly scaling and market leading Fintech business
- Flexible working
- Health and Wellbeing ethos including regular wellness sessions, fitness and nutrition and other events as well as supported by internally qualified mental health first aiders
- Family friendly enhanced benefits/policies
- Pension, Healthcare, Life Assurance
- Social events and team building
- Celebrations
*Subject to local office benefits policy*
Application Process:
We acknowledge the value that a diverse and inclusive working environment brings to Trust Payments. We celebrate the differences that people can bring through their cultures, backgrounds, and perspectives.
We are dedicated to equal employment opportunity regardless of race, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.
During the recruitment process we welcome you to inform us confidentially of any special adjustments required to participate fully in our recruitment experience.
To submit your CV for this exciting  Service Desk Support Officer opportunity, please click ‘Apply’ now

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