Service Desk Analyst (Twilight)

Ingenico Group; Dunfermline; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading global payment solutions provider in Dunfermline seeks a Service Desk Analyst to provide customer support and technical assistance for in-store payment systems. This twilight role (12pm to 12am, 4 days on, 4 days off) requires a customer-focused professional with excellent communication skills. Join a dynamic team in a supportive environment with training provided and opportunities for growth.

Qualifications

• Experience in customer-focused roles such as Service Desk or Helpdesk.
• Proficient with PC navigation and multitasking.
• Strong verbal and written communication skills.

Responsibilities

• Handle customer enquiries and technical support via telephone.
• Log interactions accurately and follow processes for customer experience.
• Manage workload and ensure prompt incident resolution.

Skills

Customer-focused experience

PC navigation

Strong communication skills

Ability to work in a fast-paced environment

Attention to detail

Job description

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Service Desk Analyst (Twilight), Dunfermline

Client:

Location:

Dunfermline, United Kingdom

Job Category:

Other

-

EU work permit required:

Yes

Job Reference:

283c70abdcfe

Job Views:

5

Posted:

12.08.2025

Expiry Date:

26.09.2025

Job Description:

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 involves providing advice, guidance, and technical support to customers using our hardware and services for in-store payments with card payment machines. You'll join a dynamic team to deliver end-to-end support, enabling businesses to accept card payments. The environment is friendly and supportive, with full training provided.

The position is easily accessible via public transport, near Dalgety Bay Train Station and bus stops, in a growing business park with retail options nearby. Free on-site parking is available.

This is a Twilight position (12pm to 12am, 4 days on, 4 days off), Monday to Friday, including one full weekend every 4 weeks with weekdays off to compensate. You must be in the office daily.

Responsibilities

• Handle customer enquiries, technical support, and requests via telephone.
• Log interactions accurately and follow processes to ensure excellent customer experience.
• Triages and resolves problems using support tools and knowledge articles.
• Ensure prompt incident resolution; escalate to Level 2 Support if needed.
• Manage workload, own incidents until resolution, and meet SLA requirements.

Key Skills

• Experience in customer-focused roles such as Service Desk, Call Centre, Helpdesk, or retail/leisure industries.
• Proficient with PC navigation and multitasking.
• Strong communication skills, both verbal and written.
• Ability to work in a fast-paced environment and as part of a team.
• Attention to detail to provide excellent customer service.

Ingenico is a global leader in payment solutions, with 40 years of experience. We innovate to shape the future of commerce, emphasizing trust and sustainability.