Service Desk Analyst

Ingenico Group; Dunfermline; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading payments technology firm in Scotland is seeking a Helpdesk Agent for its Contact Centre. The ideal candidate will provide technical support to customers using card payment solutions, ensuring a high standard of service. The role requires strong communication skills, attention to detail, and a customer-focused approach. This position offers a supportive team environment and full training is provided. Apply through the official channels only.

Qualifications

• Previous experience in a Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure.
• Comfortable using a PC and navigating multiple applications.
• Ability to communicate effectively with different business levels.

Responsibilities

• Act as the first point of contact for customers handling enquiries and technical support.
• Log all interactions accurately in the ticketing tool.
• Triage and resolve customer issues using support tools.
• Manage incidents and requests ensuring prompt resolution.

Skills

Customer-focused experience

Strong communication skills

Ability to work in a fast-paced environment

Attention to detail

Job description

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators and fintech customers our world-class terminals, solutions and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do.

Please note, this is a 12 months fixed-term contract!

Overview:

We're looking for an exceptional Helpdesk Agent to join our Contact Centre. This role consists of providing advice, guidance, and technical support to our customers who use our hardware and services to accept payments in store, using card payment machines. You'll be joining a dynamic team to provide end-to-end support, enabling businesses to offer card payments to their customers. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful.

Job board

Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance. On site free parking is also available.

We work an 8 hour, 3 shift pattern between 8am and 6:15pm, Monday to Friday which includes 1 full weekend every 3 weeks with weekdays off to compensate.

Responsibilities:

• You are the first point of contact for our customers, you will handle enquiries/technical support and requests via telephone
• You ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customers
• You triage and solve problems, using appropriate support tools and knowledge articles
• You ensure a prompt resolution to incidents raised by our customers and where resolution is not possible, assignment to Level 2 Support will be undertaken
• You manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clients

Key Skills:

• Previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industries
• You are comfortable using a PC and able to navigate multiple windows
• You possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of business
• You can work in a fast-paced environment and effectively as part of a team
• You pay attention to detail to ensure that our customers receive the best service possible

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Created on 01/08/2025 by TN United Kingdom