Customer Service Desk Analyst

☞ Mastercard

View: 111

Update day: 11-06-2024

Location: Harrogate Yorkshire and the Humber

Category: IT - Hardware / Networking IT - Software Information Technology Consulting / Customer Service Finance / Bank / Stock

Industry: Finance

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Job content

Our Purpose

We work to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments and businesses realize their greatest potential. Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences. We believe that our differences enable us to be a better team – one that makes better decisions, drives innovation and delivers better business results.

Job Title

Customer Service Desk Analyst Who is Mastercard?
Mastercard is a global technology company in the payments industry. Our mission is to connect and power an inclusive, digital economy that benefits everyone, everywhere by making transactions safe, simple, smart, and accessible. Using secure data and networks, partnerships and passion, our innovations and solutions help individuals, financial institutions, governments, and businesses realize their greatest potential.

Our decency quotient, or DQ, drives our culture and everything we do inside and outside of our company. With connections across more than 210 countries and territories, we are building a sustainable world that unlocks priceless possibilities for all.

Intro on Vocalink
Vocalink technologies power the UK’s real-time payments, settlements and direct debit systems, as well as the UK’s network of nearly 60,000 ATMs. We process over 90 percent of salaries, more than 70 percent of household bills and almost all state benefits!

In 2017, we became part of the Mastercard family, joining one of the most widely recognised and respected technology companies in the world. Together, we’re making payments safer, simpler and smarter.

Responsibilities:
  • To act as a single point of contact for internal and external customers
  • To provide customers with first contact resolution where applicable
  • To respond to telephone calls and emails within agreed SLAs

Role
As a Customer Service Desk Analyst, you will:
  • Provide the single point of contact for all new incidents and queries via phone and email.
  • Log all contact to the Service Desk using the company’s Service Management tool
  • Provide Service Desk function for internal and external customers covering a variety of services that are provided by the business
  • Provide first contact resolution when and where appropriate to customers
  • Assign incidents and queries to the correct resolver groups if they cannot be fixed first time and managing them through their lifecycle

All About You
The ideal candidate for this position should possess:
  • Strong emphasis on delivery, with the ability to ensure that SLAs are delivered on time
  • Experience of a Customer Services environment
  • Commitment to customer service
  • Incident and process understanding
  • Knowledge of Microsoft Applications and good general computer skills
  • Positive can-do attitude

Desirable:
  • Experience of a Financial Services Service Desk
  • A self-starter, comfortable working either alone or as part of a team
  • Organisational and administrative skills
  • ITIL foundation Certificate
  • ITIL Knowledge – demonstrate a good understanding of the core ITIL principles

Due to COVID-19, most of our employees are working from home. We’ve implemented a virtual hiring process and continue to interview candidates by phone or video and are onboarding new hires remotely. We value the safety of each member of our community because we know we’re all in this together.

Mastercard is an inclusive Equal Employment Opportunity employer that considers applicants without regard to gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.

If you require accommodations or assistance to complete the online application process, please contactreasonable.accommodation@mastercard.comand identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Reasonable Accommodations team will respond to your email promptly.

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Deadline: 26-07-2024

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