Service desk manager Work, Jobs in Poole, Dor (with Salaries)

Service Desk Analyst
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- Hybrid work
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IT Operations Manager
Lester Aldridge —Bournemouth
Holder of a clean UK driving licence and access to own vehicle. Strong Microsoft 365 operational knowledge, including collaboration, identity, security and…

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Service Desk Analyst

Unicard -
Poole

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Job details

Benefits

Company pension

Qualifications

Jira
Microsoft Word
Microsoft Outlook
Microsoft Office
Analysis skills
Zendesk
ITIL
JavaScript
Scripting
Software development
Problem management
Application support
Business requirements
Swift

Full job description

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 ensuring the customer service provision is managed with quality and effectiveness. You will be responsible for monitoring service performance, coordinating with cross-functional teams to resolve issues and service reporting. This includes driving process enhancements to optimise efficiency and customer satisfaction. Leveraging ITIL best practices, you will support service transition, customer onboarding, and stakeholder engagement to maintain high service standards.

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 Poole, however will be required to travel to all Unicard office locations as and when required.

Responsibilities

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.
Management of integrated monitoring solutions, including reviews and changes as per continual service improvement
Capacity planning and Trend Analysis
Creating, reviewing, and presenting customer facing service reports.
Ongoing quality reviews of internal BAU operations.
Managing and driving customer actions to completion.
Liasing with Product Managers to represent and understand customers concerns and business impact to oversee Service and Product improvements.
Proactive support of key products ensuring systems are functioning efficiently in collaboration with the support team
Supporting Service Manager in continual service improvement items.
Delivering non-functional customer requirements within an operational setting.

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 Unicards 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

Apply Now

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