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Service Desk Analyst

2 months ago

Edinburgh, Edinburgh, United Kingdom Worldline Full time

Job Summary

We are seeking a highly skilled and organized Service Desk Analyst to join our team at Worldline. As a key member of our technical support team, you will be responsible for providing exceptional customer service and technical support to our clients.

Key Responsibilities

  • Respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within agreed targeted timescales
  • Provide the best possible standard of customer service, ensuring regular progress updates and effective communication on ticket resolution
  • Assist merchants/customers with a resolution using Ingenico tools provided, and ensure these tools are effectively managed and updated
  • Follow the correct path of escalation where assistance or referral is required, and be accountable for the result of your own actions or decisions
  • Provide the best possible attendance and reliability, while showing flexibility with working hours and workloads

Requirements

  • Able to communicate with customers, internal and external, through written medium and on the telephone in a professional manner, relaying technical detail in a straightforward and easy-to-understand way
  • Able to work in a team environment and work to technical helpdesk targets and objectives
  • Ability to analyze 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 customer requirements
  • Able to deliver high levels of accuracy and quality in both problem resolution and root cause analysis

What We Offer

  • A rewarding salary
  • Generous annual leave
  • Private medical insurance
  • An attractive pension scheme
  • Flexible benefits scheme, allowing you to purchase discounted products and services
  • Comprehensive training and development programs to help you improve your potential

Company Culture

We value innovation, cooperation, excellence, and empowerment. These values are reflected in our daily work. At Worldline, our top priority is to engage, encourage, and develop you to help you improve your potential.