- Acting as the first point of contact for customers
- Take ownership of queries, diagnosis, investigation, and resolution, escalation to second and third line when required.
- Creating and updating training materials
- Post release testing
- Carrying out proactive customer success outreach
- Implementing some of our new BACS customers
- Working to customer deadlines and SLA's
- Excellent customer service skills
- Strong communication skills
- Analytical and logical problem-solving approach
- Previous experience in a similar service desk or shared service environment would be advantageous.
- Zendesk
- Atlassian
- Jira
- You will be entitled to 25 days' holiday + 8 bank holidays increasing with length of service.
- Birthday off work
- 2 Volunteer days a year.
- The option to purchase additional days holiday.
- We operate a contributory pension scheme which you will be auto-enrolled into from day one of employment.
- Free Gym Membership with Pure Gym or Wellbeing Allowance
- Enhanced maternity, paternity, and adoption leave
- Share option scheme after probation
- Cycle to work scheme after probation
- Health cash plan
- Free breakfast & lunch food when in the Manchester office
- Discounted Parking in Manchester
- Access to training – both internal and external
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Service Desk Analyst - Manchester, United Kingdom - AccessPay
Description
Handling incoming queries providing first-line support interaction for our customers in line with our customer's core business hours, Weekdays Mon – Fri, 08:00 – 18:00 (Out of hours support on rotational basis between 18:00 – 22:30).Our employees live by our company values:
Always Learning: Our team are a naturally inquisitive bunch, always striving to become experts in our field. We are committed to sharing knowledge and skills with our colleagues and customers. AccessPay provides an environment that fosters personal development and professional growth for all of our people.
Supportive: Helpfulness sits at the heart of our culture – when we win, we win as a team. We agree on shared goals, collaborate constantly, and drive relentlessly in pursuit of those goals. We also understand the importance of fun, both working hard and celebrating our successes.
Driven to Achieve: We are passionate and energetic – whatever the mission. When we encounter challenges we show courage, resilience, and initiative to overcome them.
Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.
Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.
Key Responsibilities
Skills, Knowledge and Expertise
Benefits
Working at AccessPay | Great Place To Work UK AccessPay is a fintech company committed to making banking operations smart, simple and secure through automated payments and cash management. We empower finance and treasury teams with access to technology that gives corporates the same experience that we as consumers have come to expect in our day-to-day lives.
Head quartered in Manchester we have a diverse, supportive and inclusive workplace culture. We provide people with the balance of remote of office working they need to thrive. Whilst AccessPay continues to grow, we remain a start up at heart but continue to grow agile teams, working cross functionally, learning from each other and not being afraid to take on ambitious challenges.
AccessPay is an Equal Opportunity Employer. As part of our values, we are committed to supporting inclusion and diversity at AccessPay. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, faith, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
AccessPay is proud to be named a UK's Best WorkplacesTM in 2024 & UK's Best Workplaces in TechTM 2023 by Great Place To Work company.
Great Place to Work is the global authority on workplace culture. Since 1992, they have surveyed over 100 million employees around the world, using those deep insights to define what element makes a great workplace: Trust. Great Place to Work UK helps organisations quantify their culture and produce better business results by creating a high-trust work experience for all employees. Everything they do is driven by the mission to build a better world by helping every organisation become a truly 'great place to work'. To learn more, please visit
