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For Companies At a Glance
- Tasks: Respond to technical helpdesk tickets and calls, ensuring excellent customer service.
- Company: Join Worldline, a leader in global payments technology, shaping how the world pays.
- Benefits: Enjoy 30 days holiday, private medical cover, and flexible benefits.
- Why this job: Be part of a purpose-driven company with inspiring colleagues and career growth opportunities.
- Qualifications: Experience in helpdesk roles, strong communication skills, and problem-solving abilities required.
- Other info: Work in a supportive environment with extensive training and a commitment to sustainability.
The predicted salary is between 24000 - 36000 £ per year.
Overview
Nightshift Service Desk Analyst role at Worldline in Dalgety Bay, Scotland. This is Worldline. 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. From San Francisco to Auckland. 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. Together, we shape the evolution.
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. We are 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 inbound technical helpdesk tickets and answer inbound technical helpdesk calls within the agreed targeted timescales
- 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 Ingenico 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
Signs of success
- Technical Knowledge – Proficient use of technical systems to resolve service requests
- Quality – Conversations (Verbal and Written)
- Reduction in Complaints and Escalations
- Right First Time RFT – Ensuring our customers get a great experience
- Tickets being managed within Customer SLA
Who Are We Looking For
- Able 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
Perks and Benefits
At Worldline you will be at the heart of the global payments technology industry and you will 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 recognized 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 plus 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 at 67 percent of base salary for 5 years, subject to Ts and 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 percent
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 will work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the 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.
Learn more about life at Worldline at jobs.worldline.com
Equal Opportunity
We are proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, 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.
Position Details
- Seniority level: Entry level
- Employment type: Full-time
- Job function: Information Technology
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Nightshift Service Desk Analyst employer: Worldline
Contact Detail:
Worldline Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Nightshift Service Desk Analyst
✨Tip Number 1
Familiarise yourself with the Ingenico tools mentioned in the job description. Understanding how these tools work will not only help you during the interview but also demonstrate your proactive approach and readiness to tackle the role.
✨Tip Number 2
Brush up on your problem-solving skills. Since the role involves analysing problems and suggesting solutions, practice using common troubleshooting techniques that you can discuss during your interview.
✨Tip Number 3
Prepare to showcase your communication skills. As you'll be interacting with customers and colleagues, think of examples where you've effectively communicated technical information in a clear and concise manner.
✨Tip Number 4
Be ready to discuss your flexibility and reliability. The job requires adaptability to changing priorities, so have specific examples ready that highlight your ability to manage workloads and meet deadlines under pressure.
We think you need these skills to ace Nightshift Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk roles and technical support. Use keywords from the job description, such as 'customer service', 'technical systems', and 'problem-solving'.
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 how you can contribute to Worldline's mission.
Showcase Communication Skills: Since the role requires effective communication, emphasise your ability to relay technical information clearly. Provide examples of how you've communicated complex ideas to non-technical customers in previous roles.
Highlight Flexibility and Teamwork: Demonstrate your ability to work in a team and adapt to changing priorities. Share experiences where you've collaborated with others to meet targets or overcome challenges in a fast-paced environment.
How to prepare for a job interview at Worldline
✨Showcase Your Technical Knowledge
As a Nightshift Service Desk Analyst, you'll need to demonstrate your proficiency with technical systems. Be prepared to discuss your experience with helpdesk tools and how you've resolved service requests in the past.
✨Communicate Clearly and Professionally
Effective communication is key in this role. Practice explaining technical concepts in simple terms, both verbally and in writing. This will show that you can relay information clearly to customers and colleagues alike.
✨Demonstrate Problem-Solving Skills
Be ready to discuss specific examples of how you've analysed problems and suggested solutions. Highlight any problem-solving tools you've used and how they helped you achieve successful outcomes.
✨Emphasise Flexibility and Teamwork
Worldline values flexibility and teamwork. Share experiences where you've adapted to changing priorities or worked collaboratively with others to meet targets. This will illustrate your ability to thrive in a dynamic environment.
