IT Helpdesk - Apple Pay Support

Job Description:

Helpdesk Analyst must perform multiple functions effectively and efficiently on Resolving Payment Related Issue, Supporting Apple pay or Similar Payment / Wallets

IT Helpdesk Analyst is a Single Point of contact for all IT related issues and is responsible for providing customer support to end users through Phone Calls, Chat Support and Email Support on Payment / Wallet.

As an IT Helpdesk Analyst, you'll troubleshoot customer’s issues and collaborate with other support teams to help solve customer issues/requests.
 

Key Accountabilities

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development Takes ownership of own development and has a development plan in place.

Key Performance Indicators

• Feedback from customers, colleagues and team leads
• Technical assessments if applicable
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.