Service Desk Analyst

TN United Kingdom; City of Edinburgh; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company at the forefront of payments technology, where innovation meets excellence. As a Service Desk Analyst, you'll play a crucial role in delivering exceptional customer service and technical support. This opportunity allows you to grow your career while working with a diverse team dedicated to shaping the future of digital payments. With a comprehensive benefits package and a culture that values continuous improvement, you'll have the chance to make a real impact in a rapidly evolving industry. If you're passionate about technology and eager to learn, this is the perfect place for you.

Benefits

30 days holiday + 4 bank holidays

Private medical cover

Virtual GP access

Discounts and cashback offers

Flexible benefits via salary sacrifice

Life assurance

Pension matching contributions

Qualifications

• Experience in a helpdesk role with a focus on customer service.
• Strong analytical skills for problem resolution and root cause analysis.

Responsibilities

• Respond to inbound technical helpdesk tickets and calls promptly.
• Provide excellent customer service and maintain effective communication.

Skills

Customer Service

Problem Solving

Communication

Technical Support

Education

High School Diploma

Relevant IT Certifications

Tools

Ingenico Tools

Job description

Service Desk Analyst

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

We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our solutions power the growth of millions of businesses worldwide, from local coffee shops to international banks. Join us to accelerate your career and be part of a global leader in digital transformation.

The Opportunity

At Worldline, we design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security. If you have helpdesk experience, we invite you to join our team.

We value continuous improvement, innovation, and excellent customer service. We seek an organized, innovative, and process-driven colleague to join us.

Day-to-Day Responsibilities

1. Respond to inbound technical helpdesk tickets and calls within targeted timescales.
2. Provide excellent customer service with regular updates and effective communication.
3. Assist merchants/customers using Ingenico tools, ensuring proper management and updates.
4. Follow escalation procedures when necessary and be accountable for your actions.
5. Maintain attendance and reliability, showing flexibility with working hours and workloads.

Who Are We Looking For

• Big thinkers with passion, a can-do attitude, and a desire to learn and grow.
• Excellent communication skills, both written and verbal, in a professional manner.
• Ability to work in a team and meet helpdesk targets and objectives.
• Strong problem-solving skills and the ability to analyze issues and suggest solutions.
• Self-managed workload and flexibility to changing priorities.
• High accuracy and quality in problem resolution and root cause analysis.

Benefits

Join a global leader with a comprehensive benefits package, including a competitive salary, generous leave, private medical insurance, pension scheme, and flexible benefits. We foster a culture of innovation, cooperation, excellence, and empowerment, with extensive training and development programs.

Perks & Benefits

• Be part of a purpose-driven company recognized as one of the most sustainable globally.
• Work with inspiring colleagues and grow your career.
• 30 days holiday + 4 bank holidays.
• Private medical cover and virtual GP access.
• Discounts and cashback offers.
• Flexible benefits via salary sacrifice.
• Life assurance and pension matching contributions.

Application Process

We aim to respond within 7 working days, with interviews conducted with recruiters and line managers for shortlisted candidates.

Join Us

Be part of an exciting journey in payments technology. Collaborate with ambitious colleagues worldwide, face unique challenges, and make a societal impact. We support your career growth with strong technology, training, and an empowering culture. Shape the future with us at Worldline.