Service Desk Analyst

Service Desk Analyst

Dalgety Bay, Dunfermline

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 evolution.

The Opportunity

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

To respond to technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales

Following ITIL incident/ problem management best practice

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 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

Effectively management incidents within SLA

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up and show what’s next – people with passion, can-do attitude and a hunger to learn and grow. In practice this means:

Knowledge/ practice in ITIL incident/ problem management

The ability 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

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:

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 an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs

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.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.

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