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- Tasks: Respond to technical helpdesk tickets and assist customers with resolutions.
- Company: Worldline is a leader in payments technology, shaping global commerce.
- Benefits: Enjoy 30 days holiday, private medical cover, and flexible benefits.
- Why this job: Join a purpose-driven company and accelerate your career with inspiring colleagues.
- Qualifications: Experience in ITIL incident management and strong communication skills required.
- Other info: Be part of a global team of 18,000 innovators making a real impact.
The predicted salary is between 28800 - 43200 ÂŁ per year.
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, 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.
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 and 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 technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales.
- Following ITIL incident/problem management best practice.
- 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 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.
- Effectively manage 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:
- Knowledge/practice in ITIL incident/problem management.
- The ability to communicate with customers, internal and external, through written medium and on the telephone in a professional manner relaying technical detail in a straightforward 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.
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 recognised 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 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 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.
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, 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.
Service Desk Analyst employer: Worldline
Contact Detail:
Worldline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially incident and problem management. This knowledge will not only help you in the role but also demonstrate your commitment to the standards expected at Worldline.
✨Tip Number 2
Practice your communication skills, both written and verbal. Being able to relay technical information clearly and concisely is crucial for a Service Desk Analyst, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved technical issues. This will highlight your analytical skills and ability to think on your feet during interviews.
✨Tip Number 4
Research Worldline's culture and values to align your responses during interviews. Understanding their commitment to innovation and customer service will help you articulate how you can contribute to their mission.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk roles and ITIL incident/problem management. Use keywords from the job description to demonstrate that you meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for technology and customer service. Mention specific examples of how you've successfully resolved technical issues in the past and your ability to communicate effectively with customers.
Showcase Problem-Solving Skills: In your application, provide examples of how you've used problem-solving tools to analyse issues and suggest solutions. This will demonstrate your analytical skills and ability to manage workloads effectively.
Highlight Flexibility and Teamwork: Emphasise your ability to work in a team environment and adapt to changing priorities. Mention any experiences where you've shown flexibility in your work hours or tasks to meet customer needs.
How to prepare for a job interview at Worldline
✨Understand ITIL Principles
Familiarise yourself with ITIL incident and problem management best practices. Be prepared to discuss how you've applied these principles in previous roles, as this will demonstrate your understanding of the framework that Worldline values.
✨Showcase Your Communication Skills
Since the role involves communicating technical details to customers, practice explaining complex concepts in simple terms. During the interview, highlight examples where you successfully resolved customer issues through effective communication.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've identified problems and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your responses and showcase your analytical skills.
✨Exhibit Flexibility and Teamwork
Worldline values flexibility and teamwork. Prepare to share experiences where you've adapted to changing priorities or worked collaboratively with others to achieve a common goal. This will show that you're a good fit for their dynamic environment.
