Service Desk Analyst

at  Conferma

Conferma is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards.
We’ve engineered connectivity to over 80 of the world’s best commercial card partners, over 400 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!

SKILLS AND EXPERIENCE

• Proven experience as a service desk analyst or in a similar technical support role.
• Solid knowledge of ITIL framework and incident management processes, (ideally ITIL Foundation qualified).
• Excellent analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
• Knowledge of common operating systems, software applications, and IT hardware. Familiarity with IT service management tools is a plus.
• Strong customer service and communication skills to interact effectively with end-users.
• Ability to work collaboratively with other IT professionals and support teams.
• Willingness to stay up to date with emerging technologies and adapt to changing IT environments.

• Promptly and efficiently address Level 1 customer enquiries within agreed-upon service level agreements (SLAs).
• Gather sufficient information to validate and replicate issues or complex requests.
• Escalate to 2nd-line support when complexity or time constraints prevent resolution.
• Record, monitor, and prioritise incidents and service requests, ensuring prompt resolution and appropriate escalation.
• Provide timely updates to internal and external customers on ticket status and progress.
• Adhere to defined team KPIs, taking responsibility for individual productivity.
• Enforce IT security policies and educate users on best practices for data security.
• Maintain transparent communication with customers regarding requests and incident statuses.
• Collaborate with other teams and customers to resolve complex issues and enhance service desk services.