Service Desk Analyst (Twilight)

Ingenico Group; Blairgowrie and Rattray; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading payment solutions company located in Scotland is seeking a Service Desk Analyst for a 12-month Fixed Term Contract. The role involves providing technical support and customer service in a dynamic environment during twilight shifts. Ideal candidates will have experience in customer-focused roles and excellent communication skills. Training will be provided for successful applicants.

Qualifications

• Previous experience in a customer-focused environment.
• Comfortable using PC and navigating multiple windows.
• Strong interpersonal and communication skills.

Responsibilities

• Handle enquiries and technical support requests via telephone.
• Log all interactions accurately within the ticketing tool.
• Triage and solve problems using support tools and knowledge articles.
• Ensure prompt resolution of customer-raised incidents.

Skills

Customer-focused experience

PC proficiency

Strong communication skills

Teamwork ability

Attention to detail

Job description

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Service Desk Analyst (Twilight)

Date: Aug 6, 2025

Company:

Location:

Dalgety Bay, GB, KY11 9JU

Please Note this is a 12 month Fixed Term Contract

Scope

We are 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.

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.

This is aTwilight position with 4 days on and 4 days off(12pm to 12am), Monday to Friday which includes 1 full weekend every 4 weeks with weekdays off to compensate. You would also need to be in the office every day for this role.

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

Ingenico is the global leader in payments acceptance solutions. As a 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.