Service Desk Analyst
About Us
Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
In recent years, we have experienced significant growth, expanding our services and global presence.
With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
Role Overview:
This role is the first point of contact for Planet’s global workforce, handling inbound incidents and service requests across phone, chat, self-service portal, and email. Day to day, you will triage and log every contact, resolve as much as possible at first contact, and escalate cleanly so colleagues stay productive and services meet their SLAs.
What you will do:
First-line support — Act as the single point of contact for incidents and service requests via phone, chat, self-service portal, and email; own each ticket to resolution or escalation.
Triage & logging — Accurately log, categorise, and prioritise every contact in the ITSM tool (Jira Service Management), capturing clear and actionable detail.
First-contact resolution — Resolve common endpoint, account, connectivity, and application issues using knowledge articles and standard operating procedures.
Identity & access — Handle password resets, MFA, account unlocks, and access requests in line with Joiner-Mover-Leaver and security policy.
Escalation management — Escalate to L2/L3 teams and third-party vendors with complete diagnostics; track to closure and keep users updated.
SLA & queue management — Work to agreed response and resolution SLAs; monitor the queue and manage personal workload to target.
Knowledge & self-service — Create and improve knowledge articles and drive self-service adoption to deflect repeat contacts.
Customer experience — Deliver friendly, professional support and maintain high customer satisfaction (CSAT) through clear communication.
Asset accuracy — Keep asset and configuration records up to date at the point of contact for starters, leavers, and hardware moves.
Success Measures
First point of contact for Planet’s global colleague base; consistently high first-contact resolution and CSAT, with tickets logged accurately and resolved or escalated within SLA.
Who you are:
Experience in a service desk or first-line IT support role, ideally within a global or regulated organisation.
Strong working knowledge of Windows 10/11, Microsoft 365, and common business applications.
Familiarity with Active Directory / Entra ID account administration (unlocks, resets, group membership).
Confident using an ITSM ticketing tool such as Jira Service Management or ServiceNow.
Understanding of ITIL incident and request management fundamentals.
Excellent telephone manner and written communication with a customer-first mindset.
Able to follow SOPs and knowledge articles precisely and work to defined SLAs.
Basic troubleshooting of hardware, connectivity, VPN, and mobile devices.
ITIL Foundation certification desirable.
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.
At Planet, we embrace a hybrid work model, with three days a week in the office.
Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.