Service Desk Analyst

About the Position

Ingenico is the global leader in payments acceptance solutions. As the trusted technology partner for merchants, banks, acquirers, ISVs, payment aggregators, and fintech customers, our world-class terminals, solutions, and services enable the global ecosystem of payments acceptance. With 40 years of experience, innovation is integral to Ingenico’s approach and culture, inspiring our large and diverse community of experts who anticipate and help shape the evolution of commerce worldwide. At Ingenico, trust and sustainability are at the heart of everything we do. We're 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. You'll 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. Easily accessible via public transport being minutes away from the Dalgety Bay Train Station and Bus Stops. Situated in a growing business park with a small retail park including fast food and supermarkets within walking distance. On-site free parking is also available.

We work an 8-hour, 3-shift pattern between 8 am and 6:15 pm, Monday to Friday, which includes 1 full weekend every 3 weeks with weekdays off to compensate.

Responsibilities

• You are the first point of contact for our customers, handling enquiries/technical support and requests via telephone.
• You ensure that all interactions with our customers are logged accurately within our ticketing tool and that our processes are adhered to, to provide the best experience possible for our customers.
• 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, assignment to Level 2 Support will be undertaken.
• You manage a workload of incidents and requests raised by our customers and you own these until resolution, ensuring that Service Level Agreements (SLA's) are met for our clients.

Requirements

• Previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk, or Retail and Leisure industries.
• Comfortable using a PC and able to navigate multiple windows.
• Strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of business.
• Ability to work in a fast-paced environment and effectively as part of a team.
• Attention to detail to ensure that our customers receive the best service possible.

We Offer

• Competitive salary
• Opportunity to work in a dynamic and supportive team
• Full training provided
• Easily accessible via public transport
• On-site free parking

About the Company

Ingenico welcomes and encourages applications from people with disabilities. 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. To learn more about what it's like working inside Ingenico, follow us on LinkedIn.

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