Service Desk Support Specialist

3 weeks ago

Edinburgh, Edinburgh, United Kingdom Worldline Full time

Job Summary

We are seeking a skilled Service Desk Support Specialist to join our team at Worldline. As a key member of our customer support team, you will be responsible for providing top-notch technical assistance to our clients.

Key Responsibilities

  • Respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within agreed-upon timescales.
  • Provide exceptional customer service, ensuring regular progress updates and effective communication on ticket resolution.
  • Assist merchants/customers with resolutions using Ingenico tools, ensuring these tools are effectively managed and updated.
  • Follow the correct path of escalation when assistance or referral is required, and be accountable for the results 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 mediums 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.
  • Many more benefits.

Perks & Benefits

  • 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 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.

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