- To 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
- To assist the merchant/customer with a resolution using the Ingenico tools provided, and to ensure that these tools are effectively managed and updated
- To 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
- To provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads
- Technical Knowledge - Proficient use of technical systems to resolve service requests
- Quality - Conversations (Verbal & Written)
- Reduction in Complaints & Escalations
- RFT (Right First Time) – Ensuring our customers get a great experience
- Tickets being managed within Customer SLA
- 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
- 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%
Service Desk Analyst - Edinburgh, United Kingdom - Worldline
Description
Service Desk Analyst
Dalgety Bay, Scotland
This is Worldline
We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. The solutions our people build today power the growth of millions of businesses tomorrow. From your local coffee shop to unicorns and international banks. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape .
The O pportunity
At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you have experience in helpdesk, then get ready to join our company
We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.
Day-to-Day Responsibilities
Signs of success
Who Are We Looking For
Perks & Benefits
At Worldline you'll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:
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.