Conferma 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 90 of the world's best commercial card partners, over 400 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!
The position:
The Service Desk Analyst is responsible for managing and resolving complex Level 2 technical and operational issues within agreed service level agreements (SLAs). As a newly created standalone role, the position will provide support to our customers and partners across the APAC region, acting as a key escalation point to ensure business continuity and high levels of service availability across multiple time zones.
You'll be responsible for:
-
Provide Level 2 support for technical and operational incidents escalated by Level 1 teams.
-
Take ownership of incidents and service requests through to resolution within agreed SLAs.
-
Escalate complex or unresolved issues to Level 3/Product Operations where required.
-
Review and support Level 1 ticket triage, providing guidance and quality oversight where appropriate.
-
Record, prioritise, monitor, and manage incidents to ensure timely resolution and effective communication.
-
Maintain clear and proactive communication with customers regarding incident progress and resolution.
-
Monitor operational systems and alerts, including file import processes and Datadog, escalating issues as required.
-
Manage service-affecting technical cases relating to card issuers and banking partners, including transactional data and file import issues.
-
Collaborate with internal technical teams and external banking partners to resolve critical incidents.
-
Participate in incident calls and stakeholder communications for high-priority service issues.
-
Contribute to knowledge sharing, documentation, and continuous improvement initiatives across the Service Desk function.
-
Identify opportunities for process and service improvements to enhance operational efficiency and customer experience.
You will have:
-
Proven experience as a Service Desk Analyst or in a similar technical support role.
- Solid knowledge of ITIL framework and incident management processes.
- Excellent analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
- Knowledge of common operating systems, software applications, and IT hardware.
- Strong customer service and communication skills to interact effectively with end-users.
- Strong decision-making skills with the ability to take ownership of issues end-to-end.
-
Self-motivated with excellent organisational and time management skills.
Hours:
This role operates on a shift basis between 7:00am and 7:00pm, Monday to Friday, totaling 37.5 hours per week. While flexibility is required to support APAC operational coverage, the role will primarily work standard business hours.
Compensation:
Salary: Competitive dependent on experience and skills.
Bonus: 10%
Benefits at Conferma:
At Conferma 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.
-
Hybrid working
- Superannuation contributions
-
Enhanced Company sick pay to put your mind at rest
-
25 days paid annual leave plus bank holidays, allowing you to focus on what's important to you outside of work
-
The ability to purchase up to 10 additional days holiday each year to enable additional time off
-
Additional paid time off for life events, such as moving house or getting married
-
An additional days leave on or around your birthday
-
Enhanced paid parental leave on the birth or adoption of your child
Diversity, Equity and Inclusion
We are committed to ensuring equal opportunity for all. We intend that no job applicant or employee shall receive less favorable treatment, nor be disadvantaged by any conditions or requirements which are irrelevant.
