At a Glance
- Tasks: Provide top-notch customer support and troubleshoot transport technology issues.
- Company: Join Intelliscape, a leader in intelligent transport systems.
- Benefits: Enjoy a competitive salary, flexible hours, and generous leave options.
- Other info: Great career progression opportunities and a supportive team environment.
- Why this job: Make a real difference in public transport while developing your skills.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 28000 - 28000 £ per year.
The Service Desk Analyst acts as the first point of contact for customers, providing triage, fault diagnosis and resolution across Intelliscape's transport technology platforms. The role is accountable for meeting SLA targets, ensuring timely resolution of incidents and maintaining high levels of customer satisfaction. This role operates within a live service environment where system availability, responsiveness and accuracy are critical.
Intelliscape, part of Modaxo, delivers intelligent transport systems used by UK Local Authorities to improve safety, reduce congestion and support enforcement operations. We are expanding our Service Desk team and are looking for a customer focused analyst to join our growing delivery function.
Working Pattern: Monday to Friday, 37.5 hours per week. Shift work covering 0700 to 1900 Monday to Friday, on a changing weekly shift pattern currently rotating between 0700 to 1500, 0900 to 1700, and 1100 to 1900.
Location Pattern: Hybrid, with at least two days per week in our office in North Bristol.
Responsibilities
- Incident and Request Management
- Log, triage and manage incidents through to resolution within SLA.
- Take ownership of tickets, ensuring proactive updates and clear communication.
- Escalate issues appropriately based on priority and impact.
- Monitoring and Operations
- Monitor live systems using alerting tools and respond to incidents in real time.
- Coordinate field support where remote resolution is not possible.
- Support commissioning and system go-live activities.
- Customer and Continuous Improvement
- Act as the primary customer contact for support queries.
- Maintain accurate ticket records for reporting and trend analysis.
- Provide feedback on recurring issues and service improvements.
- Prepare accurate costings and quotations for minor works.
- Other duties as required by your Line Manager.
Person Specification
- Essential
- Experience in a customer facing or service environment, such as IT, call centre or retail.
- Strong analytical, problem solving and troubleshooting skills.
- Ability to multitask and effectively prioritise.
- Excellent written and verbal communication skills.
- Comfortable working in a structured, SLA driven environment.
- Confidence to discuss and share ideas for solutions to problems identified.
- Desirable
- Previous service desk or technical support experience.
- Familiarity with ticketing systems such as ZenDesk, Jira or ServiceNow.
- Practical experience or exposure to ITIL principles.
- Experience working with Local Authorities or within the Intelligent Transport industry.
What You Will Gain
- Exposure to real time operational systems used by UK public sector clients.
- Structured training and development pathway.
- Opportunities to progress into 2nd Line, Service Management or other technical roles.
Benefits
- Salary: £28,000 per annum.
- Discretionary bonus.
- 25 days annual leave plus bank holidays.
- Option to buy or sell additional leave.
- Flexi time, up to 16 hours per month.
- Private medical insurance with family cover, and an Employee Assistance Programme.
- Pension matched up to 5 percent.
- Life assurance at 4 times annual salary.
- Annual talent reviews and development cycles.
- Annual wellbeing day.
- Social and sports events.
- Professional membership reimbursement.
- Free parking, EV charging and onsite showers.
- Additional leave for Armed Forces reservists.
