Service Desk Administrator

The purpose of the role is to ensure the business monitor and manage the smooth running of the ATM network in Spain. Provide efficient and accurate reporting. To maintain high levels of professionalism to our Customers and Clients., Reporting

• Accurate analysis and submission of client settlement reports.
• Ensure the accurate completion of the balance and replenishment reports for each client.
• Ensure all monthly client reports are completed to the required standard and are submitted before their deadline.

ATM Updates

• Provide regular and accurate updates to clients via email and telephone in relation to ATM status and activity.

ATM Monitoring

• Proactively monitor all client ATMs using the necessary monitoring applications and react to any issues that may arise.
• Proactively monitor all client's routers and react should any issues arise.
• All faults that are unable to be resolved remotely should be brought to the attention of the manager/supervisor.

Invoicing

• Complete and check supplier invoicing, with any issues raised to the client or the supplier.

Engineers and Suppliers

• All engineering calls are to be raised promptly and efficiently and pro-actively managed to the point of resolution in line with the agreed SLA, and through escalation if required.
• Liaise with all client's suppliers in a clear and concise manner.

Client / Customer Queries

• Receive and respond to incoming client queries and drive these issues to the point of resolution.
• Receive incoming telephone calls from customers in a positive and professional manner.
• Ensure that all customer queries are dealt with fairly and all responses are clear and accurate.

Escalations

• When issues are not resolved, follow the escalation process at all times.

ATM Installations

• Co-ordinate with the technical department regarding new ATM installs & ATM removals.
• Ensure all new ATMs are added to the relevant insurance document & any ATMs that are being de-commissioned are removed.

Disputes

• Ensure all card scheme disputes are dealt with promptly and with precise care.

Databases

• Keep all records & databases up to date with any amendments.

Other Responsibilities

• Completion of bespoke reports/tasks as requested by either a client or Senior Manager.
• Full and interactive participation for all weekly helpdesk training activities.
• Daily updating of the 'Replenishments Due' document to check replenishment status and that it has been completed successfully.

Job Types: Full-time, Permanent

Pay: From 17,100.00€ per month

Do you have experience in Machine learning?

We specialise in retail banking and particularly optimisation of ATM networks and their associated systems.

Our mission is to apply our extensive knowledge combined with latest technology such as Robotic

Process Automation, AI and Machine Learning to deliver benefit to our customers.

We manage transactions at automated devices, be that cash dispensers, deposit solutions or recycling ATMs, we see these devices morphing into kiosks as other transactions replace cash.

Without any affiliations to other organisations we are able to bring a clear, independent and original thinking analysis to projects.

We have been established since 2012 and are PCI compliant and also a Carbon Neutral business. We are also proud to have been awarded the Queen's Award for Enterprise: International trade in 2022.

Working Hours: Monday, Tuesday, Wednesday, Thursday and Friday - 9am - 5.30pm.