L2 Service Desk Analyst

About Conferma

Conferma is a leading global payment technology company specializing in virtual payments. Established in 2005 and now under Mastercard and Sabre ownership, Conferma operates the world's largest virtual card payment platform. The company connects with over 90 commercial card partners, more than 400 travel management companies, and upwards of 150 travel technology providers to enhance the travel experience.

Role Overview

The L2 Service Desk Analyst will support Service Operations for the APAC region, serving as the escalation point for complex technical, operational, and customer issues. Acting as a bridge between Level 1 customer service, Level 3 product operations, and regional stakeholders, this role takes accountability for resolving advanced tickets while ensuring outstanding customer support.

Key Responsibilities

• Deliver Level 2 incident and service request support escalated from Level 1, ensuring resolution within service agreements and maintaining effective prioritization and communication.
• Serve as the primary APAC escalation contact.
• Escalate unresolved or complex issues to Level 3/Product Operations when necessary.
• Assist in review and guidance of Level 1 ticket triage to uphold quality.
• Maintain open, proactive communication with customers during incident handling.
• Monitor operations systems and alerts, including file imports and Datadog, escalating problems as needed.
• Oversee resolution of technical service disruptions involving card issuers and banking partners by collaborating with internal teams and external entities.
• Participate in managing major incidents including coordinating calls and communications with stakeholders and customers.
• Support Travel Management Companies, corporate clients, and card issuers in the APAC territory.
• Contribute to documentation, knowledge sharing, and continuous improvement to boost efficiency and customer satisfaction.

Candidate Profile

• Previous exposure to Service Desk, Service Operations, Customer Support, or Service Delivery functions.
• Experience in travel, payment systems, or travel technology sectors preferred.
• Understanding of ITIL frameworks and incident management processes.
• Proficient with ticketing systems, operational monitoring, and service management platforms.
• Strong analytical acumen with a drive to manage and resolve issues independently.
• Exceptional communication and stakeholder engagement skills with a customer-centric mindset.
• Knowledge of virtual cards, commercial cards, or travel payment ecosystems is advantageous.
• Self-driven with excellent organizational skills and ability to prioritize tasks effectively.

Personal Attributes

• Customer-oriented with a strong sense of personal responsibility for issue resolution.
• Detail and process focused to ensure quality service delivery.
• Motivated and capable of working autonomously.
• Effective organizational and time management competencies.
• Composed and efficient when handling critical, high-priority incidents.

Shift and Working Hours

This position requires shift work between 7:00 AM and 7:00 PM Monday through Friday, totaling 37.5 hours weekly, primarily based around standard business hours but with some flexibility to manage APAC-wide operational demands.

Compensation and Benefits

Salary is competitive, reflecting skills and experience, complemented by a 10% bonus scheme. Conferma offers a comprehensive benefits package including hybrid working options, superannuation contributions, enhanced sick pay, 25 days of paid annual leave plus public holidays, options for extra leave purchase, additional paid time off for life events, a birthday leave day, and enhanced parental leave policies.

Diversity and Inclusion

Conferma is committed to equal opportunity employment, ensuring no applicant or staff member faces discrimination or disadvantages due to irrelevant conditions or criteria.