Offers “Atos”

Expires soon Atos

Service Desk Support Analyst

  • Intermediate level job
  • Wolverhampton (West Midlands)
  • Administration

Job description

Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry. Worldline delivers new generation services, enabling its customers to offer smooth and innovative solutions to the end consumer. Key actor for B2B2C industries in 20 countries, with over 40 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market.

Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-to-end support. Worldline activities are organized around three axes: Merchant Services & Terminals, Mobility & e-Transactional Services, Financial Processing & Software Licensing. Worldline employs more than 8,600 people worldwide and generated 1.22 billion euros revenues in 2015. Worldline is an Atos company.

Job description:

This is a desk based role, answering incoming telephone calls / emails for the duration of your shift.This is a permanent role that supports Internal and External Service Desks. Hours covered per shift are between 08:00 and 22:00 . Y ou will be required to work 5 out of 7 days Monday to Sunday. Some flexibility around exact scheduling pattern is required to ensure service levels are maintained and hours are allocated fairly. You will be working as part of a large service desk team supporting various Internal and External Service Desks. This is a fast paced environment working to set SLA’s working as part of a team. The team works to high professional standards to meet high expectations from our customers. We are able to offer training on bespoke systems that we support. Career development opportunities are also possible.

Main responsibilities:

· To act as the first point of contact to both internal and external service desks
· To manage incoming telephone calls/queries to Company SLA standards
· To manage outgoing telephone calls/queries where necessary
· To manage Clients’ e-mails to Company SLA standards
· To deal with all written and verbal queries in line with data protection requirements
· Complete General Administration duties in line with Company SLA standards, including but not limited to updating of spreadsheets and ticketing system
· Adhere to company procedures in the resolution of any task
· To be able to respond positively to any feedback and coaching to assist in personal growth within the role
· To adhere to operating practices as defined by the Contact Centre Manager
· Escalate any instances of service failure to the Team Supervisor/Manager

Essential/Minnimum Critieria:

· Basic PC/literacy skills – the confident use of MS Word, Excel and Outlook to a basic standard, use spread sheets to capture and store data in a clear and logical manner. The ability to read and send/respond to emails.
· Able to communicate with people at all levels (basic user’s, third party suppliers) - Good interpersonal skills and the ability to establish and develop internal and external relationships
· Excellent Telephone Manner – Fluent English language skills, caring, concise and professional manner
· Email response – A good use of English vocabulary, concise and in a professional manner.
· Problem solving skills: able to identify the exact details of a problem through a rational process and able to take steps to ensure a successful resolution.

Attention to detail, able to document he details of issues clearly in a concise understandable manner

Desirable Criteria:

· Capability to work on own initiative – to be able to work and make calculated decisions
· Had experience in a call centre environment – previously worked in a call centre environment and understand the pressure and expectations required

Had experience in working in a leveraged call centre background – be able to learn other roles and contracts to assist in leveraged working throughout the contact centre

Why work at Worldline?
Our success comes from strong skills, new ideas, diverse points of view and the energy of all women and men from Worldline. Not only do they represent our Human Capital, they are also key players in our success. We make managing our talents a major asset in the success of our business.
But, at Worldline, we do more than just managing our talents. It is our top priority to involve them, inspire them, and develop them. In line with our guiding principle “Build your career and grow with us”, it is our mission to ensure that their potential can grow and flourish through the numerous development programs and career opportunities we offer.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.

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