Service Desk Analyst

at  AccessPay

Handling incoming queries providing first-line support interaction for our customers in line with our customer’s core business hours, Weekdays Mon – Fri, 08:00 – 18:00 (Out of hours support on rotational basis between 18:00 – 22:30).
Our employees live by our company values:
Always Learning: Our team are a naturally inquisitive bunch, always striving to become experts in our field. We are committed to sharing knowledge and skills with our colleagues and customers. AccessPay provides an environment that fosters personal development and professional growth for all of our people.
Supportive: Helpfulness sits at the heart of our culture – when we win, we win as a team. We agree on shared goals, collaborate constantly, and drive relentlessly in pursuit of those goals. We also understand the importance of fun, both working hard and celebrating our successes.
Driven to Achieve: We are passionate and energetic – whatever the mission. When we encounter challenges we show courage, resilience, and initiative to overcome them.
Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.
Committed to Excellence: Through our technical prowess, creativity, personal integrity and accountability, we deliver exceptional outcomes and exceed expectations time and time again.

SKILLS, KNOWLEDGE AND EXPERTISE

• Excellent customer service skills
• Strong communication skills
• Analytical and logical problem-solving approach
• Previous experience in a similar service desk or shared service environment would be advantageous.
• Zendesk
• Atlassian
• Jira

• Acting as the first point of contact for customers
• Take ownership of queries, diagnosis, investigation, and resolution, escalation to second and third line when required.
• Creating and updating training materials
• Post release testing
• Carrying out proactive customer success outreach
• Implementing some of our new BACS customers
• Working to customer deadlines and SLA’s