Responsibilities
1. To respond to technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales
2. Following ITIL incident/ problem management best practice
3. Provide the best possible standard of customer service ensuring regular progress updates and effectivemunication on ticket resolution
4. To assist the merchant/customer with a resolution using the tools provided, and to ensure that these tools are effectively managed and updated
5. 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
6. To provide the best possible attendance and reliability, whilst showing flexibility with working hours and workloads
Effectively management incidents within SLA
Who Are We Looking For
We look for big thinkers. People who can drive positive change, step up and show what's next - people with passion, can-do attitude and a hunger to learn and grow. In practice this means:
7. Knowledge/ practice in ITIL incident/ problem management
8. The ability tomunicate 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
9. Able to work in a team environment and work to the technical helpdesk targets and objectives
10. Ability to analyse problems and suggest solutions using "problem solving" tools provided
11. Able to manage own workloads
12. 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:
13. Be part of apany guided by a strong purpose to do good and recognized as top 1% of the most sustainablepanies in all sectors worldwide.
14. Work with inspiring colleagues and be empowered to learn, grow and accelerate your career.
15. Have 30 days holiday + 4 bank holidays
16. Have employee private medical cover, access to a virtual GP service
17. Access to discounts and cash backs on shopping *
18. Purchase a range of flexible benefits through salary sacrifice
19. Have a Life assurance - 1 x salary if not in a pension scheme, 4 x salary if joins the pension scheme
20. Have Pension - thepany 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
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.
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Information at a Glance Job ID 299741