Service Desk Analyst

at  Worldline

Service Desk Analyst
Dalgety Bay, Dunfermline
This is Worldline
We are the innovators 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. From San Francisco to Auckland. We are in every corner of the world, in every part of commerce. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.
The Opportunity
At Worldline, our technology addresses persistent challenges of the payment world. We design and operate leading digital payment and transactional solutions that enable sustainable economic growth and reinforce trust and security in our societies. If you have experience in helpdesk, then get ready to join our company!
We have many hardworking and dedicated peers that would love for you to work with them. We are committed to continuous improvement. We are always looking for new and innovative ways to improve quality, reduce costs, build excellent solutions, and grow customer happiness. We would like to welcome an organized, innovative and process driven colleague to our team.

Day-to-Day Responsibilities

• To respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales
• Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution
• To assist the merchant/customer with a resolution using the Ingenico tools provided, and to ensure that these tools are effectively managed and updated
• To follow the correct path of escalation where assistance or referral is required, and to be accountable for the result of your own actions or decisions
• To provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads

• To respond to inbound technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales
• Provide the best possible standard of customer service ensuring regular progress updates and effective communication on ticket resolution
• To assist the merchant/customer with a resolution using the Ingenico tools provided, and to ensure that these tools are effectively managed and updated
• To follow the correct path of escalation where assistance or referral is required, and to be accountable for the result of your own actions or decisions
• To provide the best possible attendance and reliability, whilst showing flexibility with working hours and workload