Walkin Drive for IT Service Desk - Travelex

Our business operates across 30 countries and covers the entire value chain of the retail foreign exchange industry. In our Retail business, we operate stores in the worlds top international airports by international passenger numbers and in major transport hubs, premium shopping malls, high street locations, supermarkets and city centres. We have developed a growing network of over 1,100 ATMs at both on-airport and off-airport locations around the world, and we have built a growing online and mobile foreign exchange platform. We continue to invest in upgrading and reorganizing our IT platforms and systems, which will underpin our online business growth.

Our Retail activities also include the processing of VAT refunds for our retail customers, the sending of remittances and other international payments. In Wholesale and Outsourcing, we focus on the preparation, processing and delivery of foreign currency orders for major UK banks and, increasingly, international commercial banks, as well as for travel agencies, hotels and casinos; and the sourcing and distribution of large quantities of foreign exchange banknotes for customers, including central banks and international financial institutions. We believe that our presence across the entire value chain supports our ability to identify and secure business opportunities and provide bespoke product and service solutions to our customers.

We have ambitious plans through the Groups Leap2020 vision to be the most admired brand in Money Transfer, Foreign Exchange and Payment Solutions.

We are planning to have a Walkin Interviews on 24th November 2018. Request you all to forward your profiles so that we can contact you and let you know the feedback if it is shortlisted for an interview

Role purpose
The purpose of the role is the delivery of first line proactive and reactive technical support for all Travelex business areas. Working closely with IT colleagues, partners, suppliers and business areas to provide a single point of contact to log, fix and progress IT related requests and faults.

Key accountabilities:
Call Management
Deliver best practices of call management:
To ensure that all calls are logged accurately within IT Service Desk
Capture detail & correct information pertaining to all inbound calls

Incident Management
To ensure all calls are updated and resolved within SLA targets
To endeavour to provide an Above Customer Expectation service
Undertake first line resolution activities
Participate in on-going review and maintenance of the IT Service Desk processes
To take part in knowledge sharing activities; to include both business and technical knowledge sharing

Shift Rota
To take part in a shift rota to ensure that adequate cover is provided 7 days per week including weekends and bank holidays. There is an additional shift allowance as part of the weekend and bank holiday cover

Communication
Writes and speaks fluently on all aspects of work and communicates effectively
Actively communicate and seek feedback from colleagues and customers
Be proactive in working with others to improve IT Service Desk customer experience

General
Undertakes any necessary training associated with the duties of the post and participates in training and development procedures
Complies with Travelex policies and standards, including all Company Health and Safety policies and legislation in the performance of their duties and responsibilities
Maintains confidentiality and observes data protection guidelines
Carries out any other reasonable duties in line with their capability

Experience and personal qualities:
Essential
3-4 years experience in IT or similar customer support/service delivery role
Excellent customer service skills with a high level of focus on quality
Ability to communicate in a clear and professional manner
Problem solving and analytical skills and ability to work under pressure
Excellent inter-personal skills (verbal and written)
Clear understanding and interest in current and emerging IT technologies
Beneficial to have an awareness of the IT industry in general
An understanding and interest in the use of IT within business functions

Desirable
Understand process improvement requirements
Understand any SM Application