Service Desk Analyst

Job description

Company Description

SBS  is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms. SBS is headquartered in Paris, France.

Job Description

SBS is recruiting for a Service Desk Analyst to join a professional and expanding team. This is a pivotal customer liaison role within our organisation; understanding customer requirements and delivering service excellence which exceeds expectations.  The role involves receiving, recording and validating incidents, problems and changes for our internal and external customers.  This is accompanied with the continuous incident monitoring and escalation of potential breaches to the Customer Service Managers and Operational Managers.

Main Accountabilities.

·  Recording of customer incidents, problems and change requests within the appropriate helpdesk systems.
·  Listening to the customer and understanding the impact and severity of the issues they face and acting professionally and appropriately to achieve resolution.
·  Progressing incidents to a successful and timely resolution, via liaison with SBS personnel and customers. Once were back in SLA
·  Provide feedback to customers on progress of incidents, problems or changes requested on a committed basis. Monitoring incidents against service level and provide warning and escalation of any pending service level breaches to the appropriate internal personnel.
·  Provide regular internal management information as requested.
·  Provide regular customer reports as per agreement with the Customer Service Managers.
·  Act as the conduit for general customer communication.
·  Follow processes and procedures as per the standards deployed.

Qualifications

We are interested in hearing from you, if you have most of the following attributes:

·  Excellent customer service skills with the ability to establish rapport with internal and external customers.
·  Ability to challenge process and suggest improvements.
·  Willingness to develop skills within a team environment.
·  Excellent Microsoft Office skills (Outlook, Word and Excel).
·  Flexibility of approach to deal with changing priorities and deadlines.
·  Must demonstrate a high level of accuracy, reliability and consistency.
·  Experience of helpdesk systems
·  Willing to work a flexible work pattern.

Desirable skills and experience we can produce training and development on are;

·  Analytical / problem solving ability
·  Acting as designated co-ordinator for specific customers and attending regular service review meetings where required.
·  Oracle of MS/SQL databases knowledge

If you do not have all of the above experience or skills we would still like to hear from you.

As part of our hiring process new employees will be required to pass a confidential consumer credit check and DBS check. This is a straight forward credit check for CCJ’s, bankruptcy and a criminal record check, however if you wish to know more about what is or is not acceptable please ask our recruitment team.

Additional Information

SBS are a certified Great Place to Work!

We offer a hybrid working model.

By joining the SBS team you will enjoy a market competitive salary and our excellent rewards and benefits schemes including 25 days holiday with an option to buy up to 5 more, a 6% employer pension contribution, a buy one get one free employee share scheme, private medical insurance, critical illness cover, a health cash plan, and we offer flexible working arrangements to all employees, plus many more excellent benefits.

We take pride in rewarding our colleagues through Summer parties, treat days in the offices, and a social budget for each department.

Salary range for this role is £24,000 - £26,000 per annum

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.

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