At a Glance
- Tasks: Be the first point of contact for TfL's revenue collection services, handling incidents and service requests.
- Company: Join Indra, a global leader in technology and consulting, shaping the future of transport.
- Benefits: Enjoy full training, competitive pay, and the chance to work in a dynamic 24/7 environment.
- Other info: Be part of a new team, with opportunities for growth and development.
- Why this job: Kickstart your career by supporting one of the world's most recognisable transport networks.
- Qualifications: No prior experience needed; just a passion for problem-solving and helping others.
12 Months Fixed Term Contract.24/7 shift rota (days, nights, weekends and Bank Holidays) Based in Middlesbrough Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do: Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.
About the ProjectTransport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.
Role Overview
Indra has been appointed by Transport for London (TfL) to operate and evolve the revenue collection services that keep London moving covering ticketing, gating, validation and payment systems across the Underground, rail, bus, tram and river networks. To deliver this, Indra is establishing a new 24/7 Global Operations Centre in Middlesbrough and is building a high-performing Service Desk team from the ground up. This is a rare opportunity to join at the start, shape how the service runs, and support one of the most recognisable transport networks in the world. As a Service Desk Agent you will be the first point of contact for incidents and service requests affecting London’s revenue collection systems — from station gates and ticket machines to retail and payment services. Working from our new Global Operations Centre, you will answer calls and emails from TfL staff and operational partners, log and classify incidents, resolve what you can at first contact, and route the rest to the right specialist teams fast. Full training is provided: you will complete a structured, fully paid multi-week training and certification programme before taking live contacts, and you will only handle the service lines you are trained and certified in.
Key responsibilities
- Answer inbound calls and emails as the single point of contact for TfL revenue collection services, on a 24/7 shift rota.
- Identify and verify callers, then log, classify and prioritise incidents and service requests accurately in the ITSM platform (IBM Maximo).
- Resolve incidents at first contact wherever possible, using knowledge base articles, known error records and standard procedures.
- Route incidents that cannot be resolved at Level 1 to the correct resolver group promptly and with complete, high-quality ticket information.
- Fulfil standard Level 1 service requests and information queries.
- Follow escalation and major incident procedures, keeping your Team Leader informed of urgent or unusual situations.
- Apply correct wrap-up codes and keep tickets updated throughout their lifecycle.
- Flag knowledge base gaps and contribute to improving articles and procedures.
- Complete the structured training and certification programme and maintain certification across your assigned service lines.
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Service Desk Agent employer: Doist
Brink's is an exceptional employer that fosters a collaborative and innovative work culture, empowering employees to drive global commercial strategies in the ATM lifecycle solutions sector. With a strong focus on professional development and growth opportunities, employees are encouraged to expand their skills while contributing to sustainable growth and operational excellence. Located in a dynamic environment, Brink's offers unique advantages such as a diverse team and the chance to build long-term partnerships with global customers, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Agent
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Doist.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Doist. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Doist.
How to prepare for a job interview at Doist
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Doist's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Doist offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
