Service Desk Analyst
First-line Service Desk Analyst supporting Intelliscape's intelligent transport systems used by UK local authorities. Day to day: logging, triaging and resolving incidents within SLA, monitoring live systems via alerting tools, coordinating field support and being the main customer contact; exposure to ITIL and ticketing tools like Zendesk, Jira or ServiceNow is a plus.
- Compensation
- £28K / yr
- Location
- Stoke Gifford, United Kingdom
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- Not specified
- Category
- It support
- Posted
Skills
Must have
- 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
Nice to have
- 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
Full description
Job Summary:
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.
Job Description:
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.
ResponsibilitiesIncident 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 SpecificationEssential
- 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.