Service Desk Analyst

SIX Payment Services; City of Edinburgh; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading payments technology company seeks a Service Desk Analyst to deliver excellent customer service and technical support. In this role, you'll handle helpdesk inquiries, assist customers using Ingenico tools, and follow escalation paths as needed. Ideal candidates possess strong communication skills, problem-solving abilities, and a willingness to adapt to changing priorities. The position comes with generous benefits, including private medical cover and unlimited holidays.

Benefits

30 days holiday + 4 bank holidays

Private medical coverage

Pension matching up to 10%

Life assurance

Discounts on shopping

Qualifications

• Experience in helpdesk roles is required.
• Ability to analyze problems and suggest solutions.
• Must manage own workload effectively.

Responsibilities

• Respond to inbound technical helpdesk tickets and calls.
• Provide high standards of customer service.
• Assist customers using Ingenico tools.
• Manage escalation paths appropriately.
• Maintain flexibility in working hours.

Skills

Ability to communicate professionally

Teamwork

Problem solving

Time management

Attention to detail

Job description

Service Desk Analyst

Date posted 02 / 22 / Location Edinburgh | United Kingdom Company Worldline

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 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

• 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

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 :
• 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

In addition to joining a global leader in digital transformation, you can also expect an excellent range of benefits. These include : a rewarding salary, generous annual leave, private medical insurance, an attractive pension scheme plus many more. We also operate a flexible benefits scheme, allowing you to purchase discounted products and services.

What’s more, we really value Innovation, Cooperation, Excellence and Empowerment. These values are reflected on our daily work. This is the core of our organization. At Worldline our top priority is to engage, encourage and develop you to help you improve your potential. In fact, we have comprehensive training and development programs in place demonstrating our dedication to developing your career.

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 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, innovators and shape a tomorrow that is yours to own.