Service Desk Engineer (Fintech)

TL;DR

Service Desk Engineer (Fintech): Providing comprehensive support for internal and external partners, managing technical solutions within TPS business service levels, and promoting customer focus. Focus on improving customer experience, streamlining processes, and ensuring fully resourced service desk operations.

Location: Hybrid (Edinburgh office). hirify.globalrs work from the office a minimum of 60% of their time over a 12-week period.

Salary: £28,000 – £32,000

Company

hirify.global enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

What you will do

• Own the knowledge and solution centre for TPS Service Desk implied partner Agent support.
• Complete skill gap analysis on Service Desk for EU carrier and deliver the training to meet those gaps.
• Complete an overhaul of EU partner Agent support training material for desk, ensuring fit for purpose documentation.
• Strive to improve the customer experience and satisfaction by going above and beyond.
• Work with your manager to ensure the technical support process is defined, improved, documented, communicated and followed.
• Provide support and assistance to other team members to ensure the Service Desk is fully resourced from 8am-6pm.

Requirements

• Competency in using ITSM/CRM toolset.
• EU carrier experience particularly French/Spanish/Italian.
• Ability to coordinate interdepartmental tasks to completion.
• Comfortable leading conversations with a broad range of stakeholders.
• Demonstrate good time and resolution management of a broad range of tasks.
• Ability to maintain, update and interrogate records quickly and accurately.

Nice to have

• Proven experience within a service environment.
• Experience of drafting and composing written responses to enquiries.
• Experience in creating client facing documentation and guides.
• Experience working with API.
• Knowledge of AGILE processes.

Culture & Benefits

• Enjoy perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme, extra festive time off, and family-friendly benefits.
• We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days.
• Work from the office a minimum of 60% of their time over a 12-week period.
• We also have a 28-day Work from Abroad policy.