Title:  Service Desk Analyst

Service Desk Analyst

Dalgety Bay, Scotland

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

Signs of success

• Technical Knowledge - Proficient use of technical systems to resolve service requests
• Quality - Conversations (Verbal & Written)
• Reduction in Complaints & Escalations
• RFT (Right First Time) – Ensuring our customers get a great experience
• Tickets being managed within Customer SLA

Who Are We 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 way
• 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 own workloads
• 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

Perks & Benefits

At Worldline you’ll get the chance to be at the heart of the global payments technology industry and shape how the world pays and gets paid. On top of that, you will also:

• Be part of a company guided by a strong purpose to do good and recognized as 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 joins the pension scheme
• Have Pension – the company will match contributions up to 10%

Application Process

We will endeavour to respond to all applicants within 7 working days. If selected, you can expect a screening interview with a recruiter and if moving to the next stage, there will be an interview with a Line Manager.

Shape the evolution

We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society. With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career - wherever you decide to go. Join our global team of 18,000 innovators and shape a tomorrow that is yours to own.

Learn more about life at Worldline at jobs.worldline.com

We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any applicable legally protected characteristics.