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Full-time
Discretionary Bonus, 25 Days Annual Leave Plus Bank Holidays, Option To Buy Or Sell Additional Leave, Flexi Time, Private Medical Insurance With Family Cover, Employee Assistance Programme
Posted 43d ago
~38 hrs/week
Responsibilities
The analyst serves as the first point of contact for customers, managing the triage, diagnosis, and resolution of incidents within SLA targets. Responsibilities include monitoring live systems, coordinating field support, and providing feedback for continuous service improvement.
Requirements
Candidates must have experience in a customer-facing environment and strong analytical and troubleshooting skills. Previous experience with ticketing systems like ZenDesk or Jira and familiarity with ITIL principles are desirable.
Full job description
Job Summary:
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.
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
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.
#LI-DNI
Worker Type:
Regular
Number of Openings Available:
1
Related keywords
Service DeskIntelligent Transport SystemsSLAZenDeskJiraServiceNowITILIncident ManagementTriageFault DiagnosisLocal AuthoritiesTransport TechnologyTechnical SupportMonitoring ToolsCustomer Satisfaction
Modaxo brings together businesses focused on providing the technologies that move the world’s people each and every day.
Working both together and independently, our businesses are focused on one thing – delivering software and technology solutions that help connect people with the places they need to go for work, family, and everyday life.
No other organization brings together so many different businesses, competencies, and experiences under one global banner to focus exclusively on People Transportation.
With people who are truly passionate about what they do, Modaxo understands the impact mobility has on the fabric of daily life. We thrive on delivering dependable solutions that meet the real-life needs of our customers in the communities where we live and serve.
Offices: 5060 Spectrum Way, Suite 100, Mississauga, Ontario L4W 5N5, CA
How many Government & Public Sector jobs are open in Bristol, United Kingdom right now?
There are currently 199 open government & public sector positions in Bristol, United Kingdom listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Government & Public Sector roles in Bristol, United Kingdom?
Companies currently hiring include AtkinsRéalis, Turner & Townsend, Leonardo, Rolls-Royce, AECOM, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Government & Public Sector jobs in Bristol, United Kingdom?
Yes — 149 of the 199 open government & public sector positions offer remote or hybrid work (2 remote, 147 hybrid).
How do I apply for Government & Public Sector jobs in Bristol, United Kingdom?
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