TSYS Europe Careers > Career Opportunities > Team Member Profiles > Matthew - Issue Analyst

Matthew - Issue Analyst

I joined TSYS about 20 months ago. I have had a few jobs since my graduation from university but not one that I saw myself staying in for more than a couple of years. In my previous role at a different company, I felt I didn't have a good idea of where my career was going and I was bored with doing the same tasks over and over again.

My first impressions of TSYS were very good. The first thing that struck me about the company was how friendly people were (and still are!). A lot of people at TSYS had worked with the same people at different companies. I personally thought this was a good sign because you wouldn't recommend working for a company you didn't like. I was also introduced to TSYS by someone who I had worked with previously. I worked on the TSYS Europe Helpdesk for just over a year before being promoted to my current role on the Marketing team.

I am currently an Issue Analyst and I am responsible for Speedscan (a web based archival system for reports/statements) and TBR (Total Business Reporting - VAT reporting, Electronic Files). The learning process tends to be more of a hands-on process and I learnt the role quicker by just getting stuck in and referring to my mentors when necessary.

The first thing I can say about my job is that it's not predictable. Most of the queries and problems I look at can be dealt with either on the phone or via email.

Although I speak to clients direct, I only tend to speak to a small number of people from each client. It's business to business so I don't speak to our clients' customers. It's nothing like a call centre which is something I was really pleased about, having worked in one. It's a bonus speaking to only a few client contacts as you can build good relations with them and they have a knowledge of our business.

The nature of the role is to be very reactive as primarily we are an issues team. We receive issues from our clients after they have been assessed by our own TSYS helpdesk. The purpose of the role is to resolve issues within client-agreed timescales. The role is not a programming role so you don't have to know the entire workings of PC or databases although you will have to speak to programming teams regularly as they implement changes and fixes to the system.

When issues come in, we assess the problem and determine whether it's genuine rather than a client education piece or whether the system is working as designed. We look at the most effect way of resolving the issue.

In some cases we can turn around the issue very quickly. One of the main priorities is to resolve the issue in a timely manner and reduce the impact to the client. In addition to resolving the issue, we identify the root cause of the issue and put in place fixes to prevent problems from reoccurring. In some cases, I do end up staying late to fix issues but that's part of the job and the nature of the business. In addition to issues, I do get involved in projects and help with queries on Speedscan and TBR as well as clients' concerns. Most of this type of work is done via email but conference calls are necessary to resolve issues quicker.

I am pleased with my career progress within TSYS and the company has offered me a lot of new opportunities for development and career enhancement. Although TSYS is not a well-known company in the UK, we are a big player in the US. The US offices are equal to any based in London. The company is growing extremely quickly in Europe and we already work with some of the biggest credit card providers in the UK. We are a fast moving company and are always taking on new clients. New opportunities are always becoming available. We are a big company but still have the office atmosphere of a small company. It's a pleasant place to work and it not the kind of office where it's as quiet as a morgue. There's a good working environment - you will hear people laughing and joking but there is also a strong work ethic. If you need support, it's available and management are approachable.

I enjoying working here and only wish I had the opportunity to join 2 years earlier.

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