Global Service Desk Engineer

Job title:

Global Service Desk Engineer

Company

Worldpay

Job description

Global Service Desk Engineer | CambridgeAre you ready to write your next chapter?Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.We’re looking for Global Service Desk Engineer to join our ever evolving Digital Workspace Team to help us unleash the potential of every business.Are you ready to make your mark? Then you sound like a Worldpayer.About the teamOur Tech and Security teams keep us moving each day, no matter where we are in the world. From the hardware to the networks and everything between, they humbly make it all happen. We are seeking a highly skilled and experienced Service Desk Engineer to be part of our dynamic team. The successful candidate will be a part of our global service desk operations team ensuring exceptional support and service delivery to our WorldPayer’s. This role requires extensive experience with Face-To-Face customer interactions, Ticket Management within ServiceNow.What you’ll own

• Service Delivery:

• Ensuring timely and effective resolution of incidents and service requests.
• Customer engagement over all channel types; phone, chat, walk-up, requests, etc….
• Monitor service desk metrics and KPIs, identifying areas for improvement and implementing corrective actions.
• Ensure compliance with ITIL best practices and company policies.

• ServiceNow (SNOW) Consumption:

• Manage and maintain Worldpay’s interactions, incidents, and requests within the ServiceNow system.
• Ensure adherence to documentation standards of work, SLA’s, and other relevant activities within the system.
• Provide training and support to service desk staff on ServiceNow functionalities, standards, and changes.

• Customer Engagement:

• Build and maintain strong relationships with key stakeholders and clients; especially the assigned primary location(s) / region(s).
• Ensure high levels of customer satisfaction through effective communication and problem-solving.

Where you’ll own itYou’ll own it in Cambridge office. Please note that this is an office first position.What you bring

• Proven experience in a service desk role, preferably in a global or multi-site environment.
• Experience with ServiceNow, with a focus in Service Operations Workspace consumption. Experience with other ITSM solutions is acceptable but SNOW is preferred.
• Strong knowledge of ITIL framework and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

Worldpay perks – what we’ll bring for youWe know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can expect.

• A competitive salary and benefits.
• Time to support charities and give back to your community.
• Parental leave policy.
• Global recognition platform.
• Virgin Pulse access.
• Global employee assistance program.

What makes a WorldpayerAt Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team.

• Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we’re always looking to create a bigger impact for our colleagues and customers.
• Empowered. Accountable. Dynamic. We stay agile, using our initiative, taking calculated risks to progress. Never standing still, never settling, we work at pace to achieve our goals. We champion our ideas and stay flexible to make them happen. We know that every action adds up.
• Determined. Inclusive. Open. Unlocking potential means working as one global community. Our work spans borders, and we stay united by our purpose. We collaborate, always encouraging others to perform at their best, welcoming new perspectives.

Does this sound like you? Then you sound like a Worldpayer.Apply now to write the next chapter in your career. We can’t wait to hear from you.To find out more about working with us, find us on LinkedIn.#LI-OM1Privacy StatementWorldpay is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how Worldpay protects personal information online, please see the Online Privacy Notice.Sourcing ModelRecruitment at Worldpay works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. Worldpay does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepass

Expected salary

Location

United Kingdom

Job date

Sun, 02 Feb 2025 23:23:10 GMT

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