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MasterCard Service Desk Analyst in Harrogate, United Kingdom

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 (https://www.mastercard.us/en-us/vision/who-we-are/diversity-inclusion.html) 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

Service Desk Analyst

Who are we?

We’re Vocalink, a Mastercard company. Our technology powers the UK’s real-time payments, settlements, direct debit systems as well as a network of over 55,000 ATM’s. 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 the most widely recognised and respected companies in the world. Together, we’re making payments simpler and smarter.

The Customer Contact Centre is open 24X7X365 supporting our customers that range from internal colleagues, high street banks, payment schemes and ATM operators.

We’re based on the outskirts of the spa town Harrogate with secure parking. We’ve got a subsidised café on site, free tea, and bean to cup coffee, prayer room, bike storage, outdoor seating, and shower facilities.

What you’ll do

  • Take inbound calls and answer emails from our customers who might have a technical query, need to check a payment has processed or wishes to book in some planned maintenance.

  • Learn about our products (don’t worry, we’ll teach you) and how to have great interactions with our customers.

  • Incident management and progression working together with the dozens of internal teams who support us in the background to meet some strict SLA’s.

  • Spend time understanding our customers, offer help, advice and escalate issues where required.

  • Be part of a supportive, fun, and friendly customer service team.

  • Work 40 hours per week, within a 4 day on 4 day off rolling rota, which includes working Bank Holiday and weekend

What you’ll bring

  • Brilliant listening skills.

  • A passion for problem solving.

  • An ability to empathise and understanding customer needs.

  • A drive to deliver brilliant customer service.

  • Knowledge and expertise (technical / role specific)

  • Strong emphasis on customer delivery, with the ability to ensure that SLAs are met and exceeded.

  • Experience of a Financial Services Service Desk.

  • Experience of a Customer Services environment. (Contact Centre, Retail, Hospitality etc.)

  • A self-starter, comfortable working either alone or as part of a team.

  • Organisational and administrative skills.

  • Incident management understanding.

  • ITIL foundation Certificate.

So, do you have what it takes?

The typical competencies we look for at Vocalink include:

Plenty of customer service experience and strong interpersonal skills.

A good track record of providing customer service as well as a genuine passion for helping customers.

You enjoy developing your knowledge around our products and services to share with both customers and colleagues.

The ability to communicate effectively throughout difficult situations and relish stepping up to the challenge.

Please note this position is based in our Harrogate office and is not a remote role.

COVID-19 Considerations

We value the safety of each member of our community because we know we’re all in this together. In many locations, which may change over time, we’ve implemented a virtual hiring process and continue to interview candidates by video or phone. In addition, in some locations, only individuals who have been fully vaccinated will be permitted inside Mastercard offices until further notice.

In the US, Mastercard is a government contractor, which may legally require most Mastercard employees to be vaccinated unless a verified approved medical or religious exemption is granted. Further, we are currently making every effort towards having employees return to work in the office 2 days per week, if that makes sense for their team. Everyone must be vaccinated to enter Mastercard offices at this time. Therefore, we expect all candidates to be vaccinated or to be approved for a medical or religious accommodation prior to commencing work at Mastercard.

Corporate Security Responsibility

All activities involving access to Mastercard assets, information, and networks comes with an inherent risk to the organization and, therefore, it is expected that every person working for, or on behalf of, Mastercard is responsible for information security and must:

  • Abide by Mastercard’s security policies and practices;

  • Ensure the confidentiality and integrity of the information being accessed;

  • Report any suspected information security violation or breach, and

  • Complete all periodic mandatory security trainings in accordance with Mastercard’s guidelines.

Requisition ID: R-140299

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