Service Desk Analyst in East Kilbride, Glasgow

Reports to: Service Manager

Department: Operations

Candidate must be able to demonstrate long-term right to work in the UK for this role.

Company Background

As the leading provider of software solutions for public and private sector transport management and smart ticketing, for over 20 years Unicard has been trusted by millions of passengers to get them where they need to be. Today, our solutions can be found throughout the UK, processing several billion transactions a year.

Since we started in 2003, a wide range of local authorities, transport operators and hardware manufacturers have depended on our capabilities in strategy, design, development, testing and delivery to help deliver passenger transport services every day. We support a wide variety of customers, from simple single-user and concessionary travel programmes to complex multi-modal and multi-operator configurations. Examples include:
•We deliver our cEMV tap on tap off solution delivering London style ticketing to transport for Wales’ rail network
•Our technology powers Transport for West Midlands’ trailblazing ‘Swift’ integrated ticketing system, one of the largest and most well-respected schemes in the UK, and the largest after “Oyster” in London
•We are trusted by 58+ local authorities to deliver their vital concessionary travel programmes – more than 25% of the market
•Over 30% of all ITSO card terminals in the UK run on Unicard software
•We have over 3.5 million cardholders currently under management, with transaction values in the tens of millions annually

Employing approximately 115 people across the UK and Bulgaria, our in-house research, strategy and development capabilities give us an affordable, well-managed ability to develop market leading technologies and affordably maintain existing products. As a small-to-medium-sized enterprise, we pride ourselves on our reputation for outstanding products, technical support, delivery capability and high levels of customer service.


Role Purpose

As the Service Desk Analyst, you will play a key role in working with the Service Manager to ensure the customer service provision is managed with quality and effectiveness, while also taking ownership of key office operations.

The successful candidate will play a central role in ensuring smooth service operations and a well-functioning, efficient office environment. We anticipate that following the initial office move the role will be split 95% service, 5% facilities.

This role requires strong analytical skills, attention to detail, and a proactive approach to identifying and mitigating risks, ensuring a reliable and high-quality service experience across our bespoke solutions. Willingness to learn and deliver with quality is a key factor for this role.

The role will be based in East Kilbride/Glasgow, however, will be required to travel to all Unicard office locations as and when required. Candidate must be able to demonstrate long term right to work in the UK for this role.

Essence of Role - Key Accountabilities

Service Operations Support:

• Taking ownership of problem records to ensure that long standing system specific issues are being driven and addressed in a timely manner
• Providing service and technical support to project teams as part of new customer onboarding. • Assisting the support team as part of change and release management
• Management of integrated monitoring solutions, including reviews and changes as per continual service improvement Capacity planning
• Creating, reviewing, and presenting customer facing service reports
• Support the Product Management team in prioritising live defects and issues to ensure issues are prioritised as part of sprint planning sessions
• Validation of release notes and presenting them to customers
• Proactive support of key products ensuring systems are functioning efficiently in collaboration with the support team

Office & Facilities Management (Ongoing):

• Manage day-to-day office operations and facilities
• Act as the main contact for building management and service providers
• Oversee office maintenance, health & safety, and compliance
• DSE Assessor and First Aider for the office
• Coordinate office supplies, equipment, and space planning
• Identify and implement improvements to the workplace environment

Person Specification

Required Professional Skills/Experience

•Technical Customer focused work experience
•Experience working in an ITIL-based team
•Experience working within strict customer SLAs
•High competency in MS Office applications; Word, Excel, Outlook etc.
•Ability to translate technical concepts for non-technical stakeholders.

Desirable Professional Skills/Experience

•Technical & Application support experience
•Knowledge of Unicard’s core products and services
•Experience working within software development environments
•Experience with BI tools
•Experience with Jira/Zendesk
•Supplier management.
•Experience in change/problem management processes
•Experience using Javascript or similar scripting language

Personal Skills

•Great communicator at all levels, both written and verbal
•Approachable and able to work collaboratively within the team and with other areas of the Business
•Pro-active and focused to work efficiently and effectively
•Energetic and self-motivated – with a hands-on approach needing minimal supervision
•Highly adaptable within a fast-paced changing environment
•A good sense of attention to detail regarding reporting and customer data
•Punctual, dependable and reliable – ability to manage own time and resources
•Able to listen and understand customer issues
•Ability to prioritise workloads based on current demands
•Positively communicates with enthusiasm and clarity
•Ability to translate business requirements into tangible solutions
•Displays sound judgement, makes effective, timely decisions
•Seeks opportunities to learn and develop
•Ability to influence and win respect
•Calm under pressure
•“Can do” attitude

What we offer

•Competitive remuneration package
•Company funded Healthcare plan
•Life Assurance
•Company pension
•Hybrid working (minimum 4 days office attendance)
•2 days per annum paid volunteer days
•Modern working environment and friendly atmosphere
•Knowledge sharing (working with experienced professionals)
•Autonomy and trust in decision-making
•Office in a central location
•Regular team building and office events
•Career development
•Charitable organisation