Service Desk Analyst

3 weeks ago


Edinburgh, Edinburgh, United Kingdom Worldline Full time

Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at Worldline. 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 the agreed targeted timescales
  • Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution
  • Assist the merchant/customer with a resolution using the Ingenico tools provided, and to ensure that these tools are effectively managed and updated
  • 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
  • Provide the best possible attendance and reliability, whilst 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 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

What We Offer

At Worldline, we offer a range of benefits including a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme, and many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

Why Join Us

We are a global leader in digital transformation, and we are committed to helping our people accelerate their careers. We have comprehensive training and development programs in place, and we value Innovation, Cooperation, Excellence, and Empowerment. We are looking for big thinkers who can drive positive change and step up to show what's next.


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