Service Operations Analyst

We’re Littlepay, a growing fintech company headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and Australia. Our payment platform enables customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

Our Littlepay values:

• Trust and be trustworthy
• Embrace challenge
• Solve problems together
• Deliver with speed and agility
• Be candid and kind

About the opportunity

We are looking for a Service Operations analyst to provide comprehensive technical support, manage desktop environments, and ensuring the smooth operation of service delivery processes. This hybrid role combines the expertise of a Technical Support Engineer, Desktop Support Engineer, and Service Operations Analyst to optimize IT infrastructure, resolve technical issues, and enhance service performance.

If you’re computer-savvy and enjoy supporting end users, we’d like to meet you. To succeed in this role, you should have a problem-solving attitude along with the ability to give clear technical instructions. You should also be familiar with remote troubleshooting techniques.

Ultimately, you will ensure prompt and accurate customer service and increase client satisfaction.

Key responsibilities include:

• A minimum of 2 years in a similar role
• Ownership of the employee device lifecycle processes from end to end
• Provide technical assistance to end-users, resolving hardware, software, and network issues promptly, and escalating to other teams where necessary.
• Diagnose and troubleshoot technical issues related to desktop environments, applications, and peripherals.
• Work together with relevant teams to manage and resolve incidents, ensuring timely communication and resolution. Conduct root cause analysis to prevent future occurrences.
• Install, configure, and maintain desktop hardware and software. Ensure all workstations are operating efficiently.
• Work together with the Security team to ensure that security measures are implemented correctly, and that users are supported with appropriate documentation and communications to support their compliance with these measures
• Continuously monitor service performance metrics and KPIs to ensure service levels are met.
• Identify and implement process improvements to enhance service delivery efficiency and effectiveness.
• Work closely with various teams to address service-related issues and implement solutions.
• Maintain up-to-date documentation of service operations processes and procedures.
• Work together with various teams to ensure that up-to-date records of employee devices are maintained and that these records are available to relevant stakeholders
• Onboard new starters and provide training to ensure they understand operational processes and systems.
• Provide remote support, using tools to troubleshoot and resolve issues efficiently, ensuring seamless service delivery from any location.

Requirements

• Proven experience in managing and resolving incidents and optimizing service delivery processes.
• Good understanding of incident management, change management, and problem management processes.
• Hands-on experience with Windows/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Works effectively as part of a team, fostering collaboration and cooperation.
• Capable of managing multiple tasks and adapting to changing priorities in a fast-paced environment.
• Ability to create and maintain documentation around team systems to support the needs of both users and the team

Benefits

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You’ll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options (including annual, personal, volunteer, parental, grandparental, gender affirmation, and more)
• Superannuation contributions on all paid parental leave payments
• A company-wide paid day off
• Our flexible public holiday program
• Flexible (hybrid) working conditions
• Wellbeing support- including a free School of Life subscription for all employees, and counselling via the School of Life (UK) or our EAP program (Australia)
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• Short-term remote working arrangements
• International travel opportunities (dependent on role)

You’ll also be able to take up the numerous other benefits that working at Littlepay affords you - including being part of a growing community of innovators at Stone and Chalk, where we enjoy lunch ‘n’ learns, summertime barbecues, ping pong tournaments, fortnightly drinks, catered breakfasts and morning teas, and more.

Our recruitment process

If you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll be invited to meet with a second set of Littlepay folks and participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

If this opportunity interests you, hit apply! We look forward to learning about you.

Littlepay are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.