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- Tasks: Support customers and enhance technical capabilities in a fast-paced environment.
- Company: Join Cubic, a leader in tech solutions for transportation and defence, making lives easier globally.
- Benefits: Enjoy flexible shifts, career growth opportunities, and a collaborative work culture.
- Why this job: Be part of a team driving innovation and improving customer service in a meaningful way.
- Qualifications: A Levels or equivalent; strong analytical skills and ITIL knowledge preferred.
- Other info: Work in a 24x7 shift rotation to ensure continuous support.
The predicted salary is between 28800 - 43200 £ per year.
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people's lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
Join our dynamic team as a Service Desk Specialist, pivotal in enhancing technical support and customer service excellence across our operations. Collaborate closely with SD Team Leaders and IT Ops Tier 2 to elevate Tier 1 technical capabilities, champion ITIL lifecycle management, and foster seamless integration across all GOC teams.
Key Responsibilities:- Drive Technical Excellence: Implement "Shift Left" strategies to boost Tier 1 technical output.
- Enhance Customer Service: Support a culture of ITIL methodologies and end-to-end ticket management.
- Foster Collaboration: Act as a liaison between Service Desk and other GOC teams.
- Improve Operational Efficiency: Lead service improvements and maintain high First Contact Resolution rates.
- Documentation and Support: Manage application administration and facilitate change processes.
- Work in 24x7 shift rotation to ensure continuous operational support.
- Drive a 10% increase in First Contact Resolution capability initially, with ongoing improvements.
- Manage application and infrastructure health across multiple platforms.
- Foster cross-shift best practices and ensure system changes mitigate service risks.
- Support global business with CSI and workflow management updates.
- Provide technical assistance for project implementations and act as an escalation point.
- Collaborate with IT teams to optimize tooling and support services across the Service Desk.
- Essential: Strong analytical and listening skills with proficiency in ITIL methodologies.
- Proven track record in driving customer service excellence.
- Organized, self-motivated, and detail-oriented.
- Excellent communication skills and ability to work well in a team environment.
- Familiarity with Service Desk Institute Best Practice Standards.
- Desirable: Experience in fault management or technical support within a high-technical operational environment.
- ITIL v3/v4 Foundation certification.
Service Desk Specialist employer: Cubic
Contact Detail:
Cubic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Specialist
✨Tip Number 1
Familiarise yourself with ITIL methodologies, as they are crucial for the Service Desk Specialist role. Understanding these principles will not only help you in interviews but also demonstrate your commitment to enhancing customer service excellence.
✨Tip Number 2
Showcase your analytical and listening skills during any discussions or interviews. Be prepared to provide examples of how you've used these skills to resolve technical issues or improve service delivery in previous roles.
✨Tip Number 3
Highlight your experience in a team environment, especially if you've collaborated with other teams to drive service improvements. This will resonate well with the collaborative nature of the role at Cubic.
✨Tip Number 4
If you have any experience with fault management or technical support, be sure to mention it. This background can set you apart from other candidates and align well with the operational efficiency goals of the position.
We think you need these skills to ace Service Desk Specialist
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and required skills for the Service Desk Specialist position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles in technical support or customer service, particularly those that involved ITIL methodologies. Use specific examples to demonstrate your analytical skills and ability to drive customer service excellence.
Showcase Communication Skills: Since excellent communication is essential for this role, ensure your application reflects your ability to communicate effectively. Consider including examples of how you've successfully collaborated with teams or resolved customer issues in the past.
Proofread Your Application: Before submitting, thoroughly proofread your CV and cover letter for any spelling or grammatical errors. A polished application demonstrates attention to detail, which is crucial for a Service Desk Specialist.
How to prepare for a job interview at Cubic
✨Understand ITIL Methodologies
Since the role emphasises ITIL methodologies, make sure you brush up on these concepts. Be prepared to discuss how you've applied ITIL principles in previous roles and how they can enhance customer service and operational efficiency.
✨Showcase Your Analytical Skills
As a Service Desk Specialist, strong analytical skills are crucial. Prepare examples of how you've used your analytical abilities to solve problems or improve processes in past positions. This will demonstrate your capability to drive technical excellence.
✨Emphasise Team Collaboration
Collaboration is key in this role. Think of instances where you've successfully worked with teams to achieve a common goal. Highlight your communication skills and how you can act as a liaison between different teams to foster a collaborative environment.
✨Prepare for Shift Work Discussion
This position requires working in a 24x7 shift rotation. Be ready to discuss your flexibility and experience with shift work. If you have strategies for managing work-life balance during shifts, share those as well.
