Service Desk Analyst

Our client is an innovator 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.

They are currently looking for potentially multiple Service Desk Analysts to join the team and help support the businesses. They are hoping to offer the successful candidate somewhere in the region of 25K per annum, but this is dependent on experience.

Responsibilities:

• Timely Response: Address inbound technical helpdesk tickets and calls promptly within the agreed-upon timescales.
• Customer Service: Deliver exceptional customer service, ensuring consistent updates and clear communication regarding ticket resolution.
• Problem Resolution: Utilise tools to assist merchants/customers effectively, maintaining and updating these tools as necessary.
• Escalation Protocol: Follow the established escalation process for additional assistance or referral, taking responsibility for the outcomes of your actions and decisions.
• Attendance and flexibility: Maintain excellent attendance and reliability, with a willingness to adapt to varying work hours and workloads.

This role emphasises the importance of efficiency, communication, customer satisfaction, and accountability in providing technical support.
Who they are looking for:

• Able to communicate with customers, internal and external, through written medium and on the telephone in a professional manner relaying technical detail in a straight forward and easy to understand straightforward
• Able to work in a team environment and work to the technical helpdesk targets and objectives
• Ability to analyse problems and suggest solutions using "problem-solving" tools provided
• Able to manage my own workload
• Ability to be flexible and work to changing priorities demanded by the customer requirements
• Able to deliver high levels of accuracy and quality in both problem resolution and root cause analysis

Benefits:

• Be part of a company guided by a strong purpose to do good and recognised as the top 1% of the most sustainable companies in all sectors worldwide.
• Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
• Have 30 days holiday + 4 bank holidays
• Have employee private medical cover, access to a virtual GP service
• Access to discounts and cash backs on shopping *
• Purchase a range of flexible benefits through salary sacrifice
• Have an Income protection @ 67% of base salary for 5 years, subject to Ts & Cs
• Have a Life assurance - 1 x salary if not in a pension scheme, 4 x salary if you join a pension scheme
• Have a pension - the company will match contributions of up to 10%

If you have any interest in this role and feel your skill set matches the above requirements, please send a copy of your CV

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