Service Desk Analyst

Conferma; Manchester; On-site; GBP 24,000 - 29,000; Full time

Job summary

A global payment technology firm in Manchester is seeking a Service Desk Analyst to provide high-quality support and troubleshoot issues for external customers. Ideal candidates have experience in technical support, strong analytical skills, and ITIL knowledge. This role offers a salary up to £29,000 dependent on experience, along with a comprehensive benefits package including private medical insurance and enhanced parental leave.

Benefits

Salary sacrifice pension

Life Assurance

Enhanced Company sick pay

Private medical scheme

25 days paid annual leave

Additional paid time off for life events

Confidential Employee Assistance program

Cycle 2Work scheme

Gym Membership

Discounted shopping and cinema tickets

Qualifications

• Proven experience as a Service Desk Analyst or in a similar technical support role.
• Solid knowledge of ITIL framework and incident management processes.
• Knowledge of common operating systems, software applications, and IT hardware.

Responsibilities

• Promptly addressing Level 1 customer enquiries.
• Gathering information to validate and replicate issues.
• Escalating to 2nd-line support when necessary.
• Recording and prioritising incidents and service requests.
• Providing timely updates to customers on ticket status.
• Enforcing IT security policies and educating users.

Skills

Analytical skills

Problem-solving skills

Customer service skills

Communication skills

Education

ITIL Foundation qualification

Job description

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world's largest payments platform for virtual cards.

We’ve engineered connectivity to over 90 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey - and seeing how far we can go, together!

The position :

Due to growth within our Service Delivery area, we are excited to expand our team and are now seeking a Service Desk Analyst. In this role, you will be the first point of contact for our external customers, providing high-quality support, troubleshooting issues, and ensuring an exceptional service experience.

The responsibilities include :

• Promptly and efficiently addressing Level 1 customer enquiries within agreed-upon service level agreements.


• Gathering sufficient information to validate and replicate issues or complex requests.


• Escalating to 2nd-line support when complexity or time constraints prevent resolution.


• Record, monitor, and prioritise incidents and service requests, ensuring prompt resolution and approval escalation.


• Providing timely updates to internal and external customers on ticket status and progress.


• Enforcing IT security policies and educate users on best practices for data security.


• Maintaining transparent communication with customers regarding requests and incident status'.


• Collaborate with other teams and customers to resolve complex issues and enhance service desk services.

What you'll have :

• Proven experience as a Service Desk Analyst or in a similar technical support role.


• Solid knowledge of ITIL framework and incident management processes, ideally ITIL Foundation qualified.


• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.


• Knowledge of common operating systems, software applications and IT hardware.


• Strong customer service and communication skills to interact effectively with end-users.

Compensation :

Salary & Bonus : up to £29,000 (Dependent on experience)

Benefits at Conferma :

At Conferma we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect, as well as providing flexibility for you and your family.

• A salary sacrifice pension to maximise your contributions


• Life Assurance cover to provide peace of mind


• Enhanced Company sick pay to put your mind at rest


• Single cover private medical scheme, with the flexibility to add family members at your own cost


• 25 days paid annual leave plus bank holidays, allowing you to focus on what's important to you outside of work


• The ability to purchase up to 10 additional days holiday each year to enable additional time off


• Additional paid time off for life events, such as moving house or getting married


• An additional days leave on or around your birthday


• Enhanced paid parental leave on the birth or adoption of your child


• A confidential Employee Assistance program (EAP) available to all 24 / 7


• Access a range of fantastic additional rewards, such as Cycle 2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema tickets, via Conferma Rewards

Diversity, Equity and Inclusion

We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.