Location: Hybrid / Sydney NSW, Australia
Job type: Permanent / Full-time
Sector and subsector: IT | Technical Support
Salary: Competitive salary
Conferma is a global payment technology company that combines innovation and expertise to push the boundaries of virtual payments. Founded in 2005 and recently acquired by Sabre with additional investment from Mastercard, Conferma has grown into the world's largest payments platform for virtual cards, supporting over 90 commercial card partners, 400 travel management companies and 150 travel technology partners.
Overview
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.
Responsibilities
* 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.
Qualifications
* 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 7:00 am and 7:00 pm, 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
* Superannuation contributions
* Enhanced company sick pay
* 25 days paid annual leave plus bank holidays
* Option to purchase up to 10 additional days holiday per year
* Additional paid time off for life events such as moving house or getting married
* Additional 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. No job applicant or employee shall receive less favourable treatment, nor be disadvantaged by any conditions or requirements that are irrelevant.
#J-18808-Ljbffr