Service Desk Analyst
Were looking for an exceptional Service Desk Analyst to join our Contact Centre. This role consists of providing advice, guidance, and technical support to our customers who use our hardware and services to accept payments in store, using card payment machines. Youll be joining a dynamic team to provide end‑to‑end support, enabling businesses to offer card payments to their customers. The work environment is enjoyable, friendly, and supportive, and full training is provided if your application is successful. The role is located on the Dalgety Bay campus, with free parking and easy access to public transport.
Shift pattern: We work an 8 hour, 3‑shift pattern between 8 am and 6:15 pm, Monday to Friday, which includes one full weekend every 3 weeks with weekdays off to compensate.
Responsibilities
* You are the first point of contact for our customers and handle enquiries, technical support requests via telephone.
* You ensure that all interactions with our customers are logged accurately within our ticketing tool and that processes are adhered to, to provide the best experience possible.
* You triage and solve problems, using appropriate support tools and knowledge articles.
* You ensure a prompt resolution to incidents raised by our customers, and where resolution is not possible, you assign to Level 2 Support.
* You manage a workload of incidents and requests and own these until resolution, ensuring that Service Level Agreements (SLAs) are met for our clients.
Key Skills
* Previous experience working in a customer‑focused environment such as a Service Desk, Call Centre or Contact Centre.
* Comfortable using a PC and navigating multiple windows.
* Strong interpersonal and communication skills, both verbal and written, with the ability to communicate effectively with parties at various levels of business.
* Ability to work in a fast‑paced environment and effectively as part of a team.
* Pay attention to detail to ensure that customers receive the best service possible.
As part of our values, we embrace diversity and inclusion at Ingenico. We are an equal‑opportunity employer and do not discriminate on the basis of any protected characteristic under applicable law. Accommodations are available on request for candidates taking part in all aspects of the selection process. We want to adapt our processes and create a safe work environment that welcomes everyone.
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