Service Desk Analyst

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Service Desk Analyst

Date posted: 02/22/

Location: Edinburgh | United Kingdom

Company: Worldline

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, we are in every corner of the world, in every part of commerce. Just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers.

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 and 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

1. Respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales.
2. Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution.
3. Assist the merchant/customer with a resolution using the Ingenico tools provided, and ensure that these tools are effectively managed and updated.
4. Follow the correct path of escalation where assistance or referral is required, and be accountable for the result of your own actions or decisions.
5. Provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads.

Who Are We Looking For

1. Big thinkers who can drive positive change, step up, and show what’s next – people with passion, a can-do attitude, and a hunger to learn and grow.
2. Able to communicate with customers, internal and external, through written medium and on the telephone in a professional manner relaying technical detail in a straightforward and easy to understand way.
3. Able to work in a team environment and work to the technical helpdesk targets and objectives.
4. Ability to analyse problems and suggest solutions using “problem solving” tools provided.
5. Able to manage own workloads.
6. Ability to be flexible and work to changing priorities demanded by customer requirements.
7. 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 in 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. We have comprehensive training and development programs in place demonstrating our dedication to developing your career.

Perks & Benefits

1. 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.
2. Work with inspiring colleagues and be empowered to learn, grow, and accelerate your career.
3. Have 30 days holiday + 4 bank holidays.
4. Have employee private medical cover, access to a virtual GP service.
5. Access to discounts and cash backs on shopping.
6. Purchase a range of flexible benefits through salary sacrifice.
7. Have Life assurance – 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme.
8. 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, a 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 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 innovators and shape a tomorrow that is yours to own.