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Service Desk Support Officer

2 weeks 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

**Salary**: Competitive + Benefits

**About Us**:
Trust Payments is a global unified payment technology group that was formed in 2019 bringing together technology and financial services into an omnichannel solution. The new business model has enabled Trust Payments to establish itself as a leading FintechPayments group.

**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 practising 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 tool
- 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
- Opportunity to be part of a rapidly scaling and market leading Fintech business
- 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

We understand 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 committed to equal employment opportunity regardlessof race, colour, ancestry, 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 in order to participate fully in our recruitment experience.

To submit your CV for this exciting **Service Desk Support Officer** opportunity, please click 'Apply’ now