Service Desk Analyst

About Planet

Planet is a prominent technology firm revolutionizing payment systems by prioritizing customer experience. We provide comprehensive solutions encompassing payment processing, VAT reimbursements, currency conversion options, and management services tailored for merchants in the Retail and Hospitality industries globally. Our recent expansion reflects significant growth in both services and international reach. Supported by robust private equity partners like Advent International and Eurazeo, we leverage strong financial and strategic resources to enhance our portfolio and expand through acquisitions. Our goal is to foster a connected commerce world where payment processes are straightforward, secure, and seamless, enabling our partners to deliver outstanding customer experiences.

Role Overview

As the initial contact point for Planet’s worldwide team, you will manage incoming incidents and service inquiries via phone, chat, self-service portal, and email. Your daily duties include logging and categorizing interactions, efficiently resolving issues when possible at first contact, and escalating appropriately to maintain colleagues’ productivity and meet service level agreements (SLAs).

Key Responsibilities

• Provide first-line support by being the primary contact for incidents and requests through multiple channels, ensuring ownership to resolution or escalation.
• Systematically triage and log every case in the ITSM system (using Jira Service Management), capturing detailed and actionable information.
• Resolve routine problems related to endpoints, accounts, connectivity, and applications using documented procedures and knowledge resources.
• Manage identity and access queries such as password resets, multi-factor authentication, account unlocking, and permissions requests aligned with Joiner-Mover-Leaver processes and security guidelines.
• Coordinate escalations to Level 2/3 teams or external vendors with thorough diagnostic information, monitor progress, and keep users informed until closure.
• Maintain adherence to response and resolution SLAs while effectively managing workload and queue prioritization.
• Develop and refine knowledge base articles and champion self-service usage to reduce recurring issues.
• Deliver courteous and professional support to uphold high customer satisfaction ratings through effective communication.
• Update asset and configuration management records accurately during employee onboarding, exit, and hardware relocations.

Measures of Success

Acting as the frontline contact globally with consistently excellent first-contact resolution rates and customer satisfaction scores, while ensuring tickets are accurately logged and resolved or escalated within agreed SLAs.

Ideal Candidate Profile

• Previous experience in service desk or first-level IT support roles, preferably within international or regulated environments.
• Proficient knowledge of Windows 10/11, Microsoft 365, and typical business software applications.
• Practical understanding of Active Directory / Entra ID for managing user accounts including resets, unlocks, and group memberships.
• Familiar with ITSM platforms like Jira Service Management or ServiceNow for ticket handling.
• Basic familiarity with ITIL principles in incident and request management.
• Strong verbal and written communication skills focused on customer service excellence.
• Ability to accurately follow standard operating procedures and operate within SLA frameworks.
• Competence in fundamental troubleshooting for hardware, network connectivity, VPNs, and mobile devices.
• ITIL Foundation certification is an advantage.

Why Join Planet

Planet champions equal opportunity employment valuing diversity, with hiring decisions made on qualifications, merit, and business requirements. Flourish in a dynamic, fast-moving tech market with a company delivering innovative connected commerce solutions. We promote a hybrid working approach requiring office attendance three days weekly. Reasonable adjustments will be provided to enable employees to perform essential job functions effectively.