About
Conferma Pay is a global payment technology company who combine innovation and expertise to push the boundaries of what can be achieved in the world of virtual payments. We were created in 2005 and were more recently acquired by Sabre, with additional investment from Mastercard. Over the past decade, the Conferma ecosystem has grown, enabling us to become the world’s largest payments platform for virtual cards. We’ve engineered connectivity to over 50 of the world’s best commercial card partners, over 700 travel management companies and over 150 travel technology partners. Every day, our team members work together to make it easier for travellers to connect with people and places. Our teams include passionate people dedicated to providing an environment that encourages partnership, a place where you feel like you belong, and where you are empowered to succeed. We look forward to having you join our journey – and seeing how far we can go, together!
Job Title: Service Desk Analyst
Department: Service Delivery
Reports to: Service Desk Manager
About the Role
Responsible for providing a fast and efficient response to external customer enquiries.
As the first point of contact for Conferma clients, the Service Desk Analyst is responsible for taking ownership of and resolving technical and operational issues within contracted Service Level Agreements, escalating internally where specialist assistance is required.
Primary Responsibilities
The Service Desk Analyst at Conferma Pay is responsible for:
- Working within an agreed framework to provide 1st line support via telephone and email for the company’s bespoke software.
- Utilising the company’s Service Management Tool to log, track and report on all telephone and email enquiries ensuring resolution within the contracted Service Level Agreements
- Researching, diagnosing and resolving queries using available information resources and/or liaising with internal departments to advise user on appropriate action.
- Providing timely and accurate updates to both internal and external customers on the status and progress of tickets raised
- Operating in line with clear team KPIs and taking accountability for their own productivity.
Skills & Experience
You have:
- Proven experience as a Service Desk Analyst or in a similar technical support role, preferably in a 24/7 operational environment.
- Solid knowledge of ITIL framework and incident management processes, (ideally ITIL Foundation qualified).
- Excellent analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues efficiently.
You are:
- A strong communicator, with the ability to convey technical information to non-technical users effectively.
- Strong analytically with sound problem-solving abilities.
- Self-motivated and able to work independently, demonstrating a sense of urgency and commitment to delivering high-quality support.
- Dedicated, hardworking, reliable, and consistent.
Pay & Perks
Compensation
Base Salary: £24,000 – £25,750
Bonus available: 10%
Location: Hybrid working, with office located in Manchester area
Salary and Bonus dependent on Location, experience and skills
Benefits at Conferma Pay
At Conferma Pay we understand that our people are what make us great. We have set out to provide a comprehensive benefits package that includes everything you would expect as well as providing flexibility for you and your family.
Flexible Paid Time Off
33 days paid annual leave (including bank holidays) and the ability to purchase up to 10 more days holiday each year. Time off for life events, such as moving house or getting married. An additional day of annual leave on or around your birthday.
You and Your Family
Enhanced paid parental leave available for the birth of each child. Single cover private medical scheme with the option to add family members (after probation period). A confidential Employee Assistance program (EAP) available to all 24/7. Access a range of fantastic rewards (such as Cycle2Work, Gym Membership, Tech Scheme and discounted shopping and Cinema) via Conferma Rewards.
Diversity Statement
We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favourable treatment, nor be disadvantaged by any other conditions or requirements, which are irrelevant.