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- Tasks: Provide technical support and guidance to customers using payment solutions.
- Company: Ingenico is a global leader in payment acceptance solutions with 40 years of innovation.
- Benefits: Enjoy a friendly work environment, full training, and free onsite parking.
- Why this job: Join a dynamic team and help shape the future of commerce while gaining valuable experience.
- Qualifications: Previous customer service experience and strong communication skills are essential.
- Other info: This is a 12-month fixed-term contract with a supportive team culture.
The predicted salary is between 30000 - 42000 £ per year.
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.
Please note, this is a 12 months fixed-term contract!
Overview:
We\’re looking for an exceptional Helpdesk Agent 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.
Job board
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 8am and 6:15pm, 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, you will handle 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
Key Skills:
- Previous experience of working in a customer-focused environment, be that Service Desk, Call Centre, Contact Centre, Helpdesk or Retail and Leisure industries
- You are comfortable using a PC and able to navigate multiple windows
- You possess strong interpersonal and communication skills, with the ability to communicate effectively both verbally and in writing with parties at various levels of business
- You can work in a fast-paced environment and effectively as part of a team
- You pay attention to detail to ensure that our customers receive the best service possible
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Created on 01/08/2025 by TN United Kingdom
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Service Desk Analyst employer: Ingenico Group
Contact Detail:
Ingenico Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Familiarise yourself with Ingenico's products and services. Understanding their payment solutions and how they work will give you an edge during interviews, as you'll be able to speak knowledgeably about the role and demonstrate your enthusiasm for their technology.
✨Tip Number 2
Brush up on your customer service skills. Since this role is all about providing support, think of examples from your past experiences where you've successfully resolved customer issues or improved their experience. Be ready to share these stories in your conversations with us.
✨Tip Number 3
Practice your communication skills. As a Service Desk Analyst, you'll need to convey technical information clearly to customers. Try explaining complex concepts to friends or family to ensure you can simplify your language and adapt to different audiences.
✨Tip Number 4
Get comfortable with ticketing systems and troubleshooting tools. If you have experience with any specific software, mention it during your discussions. If not, consider familiarising yourself with common helpdesk software to show your proactive approach to learning.
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and key skills required for the Service Desk Analyst position. Tailor your application to highlight relevant experience in customer service and technical support.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your previous experience in customer-focused roles, particularly in helpdesk or call centre environments. Use bullet points to make it easy to read and focus on achievements that demonstrate your problem-solving skills.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your interpersonal and communication skills, and provide specific examples of how you've successfully resolved customer issues in the past.
Proofread Your Application: Before submitting your application, take the time to proofread your CV and cover letter. Check for any spelling or grammatical errors, and ensure that all information is accurate and presented professionally.
How to prepare for a job interview at Ingenico Group
✨Showcase Your Customer Service Skills
Since the role is heavily focused on customer interaction, be prepared to discuss your previous experiences in customer service. Highlight specific examples where you successfully resolved issues or provided exceptional support.
✨Familiarise Yourself with Payment Solutions
Understanding Ingenico's products and services will give you an edge. Research their payment solutions and be ready to discuss how you can assist customers using these technologies.
✨Demonstrate Problem-Solving Abilities
Prepare to answer situational questions that assess your problem-solving skills. Think of scenarios where you had to triage issues or manage multiple requests simultaneously, and explain your approach.
✨Communicate Clearly and Effectively
Strong communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, both verbally and in writing, as you may need to explain technical concepts to non-technical users.
