Service Desk Analyst

4 weeks ago

Edinburgh, Edinburgh, United Kingdom SIX Payment Services Full time

Service Desk Analyst Role

We are seeking a skilled Service Desk Analyst to join our team at SIX Payment Services. As a Service Desk Analyst, 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 targeted timescales
  • Provide top-notch customer service, ensuring regular progress updates and effective communication on ticket resolution
  • Assist merchants/customers with resolution using Ingenico tools, ensuring 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 excellent attendance and reliability, while showing flexibility with working hours and workloads

Requirements

  • Ability 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

As a Service Desk Analyst at SIX Payment Services, you can expect an excellent range of benefits, including a rewarding salary, generous annual leave, private medical insurance, and an attractive pension scheme. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

Our company values innovation, cooperation, excellence, and empowerment, and we strive to create a work environment that encourages growth and development. We offer comprehensive training and development programs to help you improve your potential and accelerate your career.

Perks & Benefits

As a Service Desk Analyst at SIX Payment Services, you will have the opportunity to work with inspiring colleagues, be empowered to learn and grow, and have access to a range of benefits, including:

  • 30 days holiday + 4 bank holidays
  • 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
  • Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
  • Pension – the company will match contributions up to 10%

Application Process

We will endeavor 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 you'll 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.

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