At a Glance
- Tasks: Be the first point of contact for customers, resolving issues and ensuring smooth service operations.
- Company: Join Intelliscape, a leader in intelligent transport systems for UK Local Authorities.
- Benefits: Enjoy a competitive salary, generous leave, and excellent career development opportunities.
- Other info: Hybrid work model with structured training and progression into advanced roles.
- Why this job: Make a real impact in a fast-paced environment while helping essential services run smoothly.
- Qualifications: Customer service experience and strong problem-solving skills are essential.
The predicted salary is between 28000 - 28000 £ per year.
As a Service Desk Analyst at Intelliscape, you'll be the first point of contact for our customers, diagnosing faults and resolving issues across our transport technology platforms. You'll play a key role in keeping our live services running smoothly, hitting SLA targets, resolving incidents quickly and making sure every customer interaction reflects the high standards we're known for. It's a fast-paced, hands-on role where accuracy and responsiveness really matter, since the systems you support keep essential services moving.
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
We are always looking for talented, flexible and creative people to bring their best to Intelliscape. In return we offer generous rewards, a fantastic work life balance, and excellent career and training opportunities for everyone who joins.
- 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.
Service Desk Analyst employer: Modaxo
Modaxo is an excellent employer for those seeking a dynamic and flexible work environment, particularly in the realm of data center networking. With a strong emphasis on professional development and collaboration, employees are encouraged to grow their skills while contributing to critical IT infrastructure that ensures high availability and security. The remote-first approach allows for a balanced work-life integration, making it an attractive opportunity for experienced network engineers looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Modaxo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Modaxo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Modaxo:Your cover letter is your chance to shine! Tell us why you want to work at Modaxo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Modaxo!
How to prepare for a job interview at Modaxo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
