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- Tasks: Provide technical support and guidance for in-store card payment systems.
- Company: Join Ingenico, a global leader in innovative payment solutions with 40 years of experience.
- Benefits: Enjoy free on-site parking, full training, and a supportive team environment.
- Why this job: Work in a dynamic setting with flexible twilight hours and opportunities for growth.
- Qualifications: Experience in customer service roles and strong communication skills are essential.
- Other info: This is a 12-month fixed-term contract with a unique 4 days on, 4 days off schedule.
The predicted salary is between 30000 - 42000 £ per year.
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Service Desk Analyst (Twilight), Dunfermline
Client:
Location:
Dunfermline, United Kingdom
Job Category:
Other
–
EU work permit required:
Yes
Job Reference:
283c70abdcfe
Job Views:
5
Posted:
12.08.2025
Expiry Date:
26.09.2025
Job Description:
Please Note this is a 12 month Fixed Term Contract
Scope
We are looking for an exceptional Helpdesk Agent to join our Contact Centre. This role involves providing advice, guidance, and technical support to customers using our hardware and services for in-store payments with card payment machines. You\’ll join a dynamic team to deliver end-to-end support, enabling businesses to accept card payments. The environment is friendly and supportive, with full training provided.
The position is easily accessible via public transport, near Dalgety Bay Train Station and bus stops, in a growing business park with retail options nearby. Free on-site parking is available.
This is a Twilight position (12pm to 12am, 4 days on, 4 days off), Monday to Friday, including one full weekend every 4 weeks with weekdays off to compensate. You must be in the office daily.
Responsibilities
- Handle customer enquiries, technical support, and requests via telephone.
- Log interactions accurately and follow processes to ensure excellent customer experience.
- Triages and resolves problems using support tools and knowledge articles.
- Ensure prompt incident resolution; escalate to Level 2 Support if needed.
- Manage workload, own incidents until resolution, and meet SLA requirements.
Key Skills
- Experience in customer-focused roles such as Service Desk, Call Centre, Helpdesk, or retail/leisure industries.
- Proficient with PC navigation and multitasking.
- Strong communication skills, both verbal and written.
- Ability to work in a fast-paced environment and as part of a team.
- Attention to detail to provide excellent customer service.
Ingenico is a global leader in payment solutions, with 40 years of experience. We innovate to shape the future of commerce, emphasizing trust and sustainability.
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Service Desk Analyst (Twilight) employer: Ingenico Group
Contact Detail:
Ingenico Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (Twilight)
✨Tip Number 1
Familiarise yourself with the specific hardware and software used in card payment systems. Understanding how these systems work will give you an edge during interviews and help you answer technical questions confidently.
✨Tip Number 2
Brush up on your customer service skills, especially in a fast-paced environment. Practice scenarios where you handle difficult customer interactions, as this role requires excellent communication and problem-solving abilities.
✨Tip Number 3
Network with current or former employees of the company, if possible. They can provide insights into the company culture and expectations, which can be invaluable during your interview.
✨Tip Number 4
Prepare to discuss your experience in multitasking and managing workloads. This role demands efficiency, so be ready to share examples of how you've successfully handled multiple tasks or priorities in previous jobs.
We think you need these skills to ace Service Desk Analyst (Twilight)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles, particularly in helpdesk or call centre environments. Emphasise your technical skills and any experience with payment solutions or similar technologies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to work in a fast-paced environment. Mention specific examples of how you've successfully resolved customer issues in the past.
Highlight Key Skills: In your application, clearly outline your strong communication skills and attention to detail. Provide examples of how these skills have contributed to excellent customer service in your previous roles.
Follow Application Instructions: Ensure you carefully follow all application instructions provided in the job listing. This includes submitting your application through our website and including all required documents to avoid any delays.
How to prepare for a job interview at Ingenico Group
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Desk Analyst. Familiarise yourself with the technical support processes and customer service expectations, as this will help you answer questions confidently.
✨Showcase Your Communication Skills
Since strong communication is key in this role, prepare to demonstrate your verbal and written skills during the interview. You might be asked to explain a technical issue simply, so practice articulating complex ideas clearly.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you successfully handled customer inquiries or resolved technical issues.
✨Research the Company
Learn about Ingenico and its position in the payment solutions industry. Understanding their values and recent innovations can help you align your answers with their goals and show your genuine interest in the company.