24/7 Service Desk Agent — Training & Growth (Middlesbrough)

Indra Group UK & Ireland

Tees Valley

On-site

GBP 22,000 - 28,000

Full time

14 days+

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Benefits offered by this job

Holidays 25 days + 8 bank holidays

Pension 4% employee + 4% employer

Employee assistance programs

Learning and development programs

Training and certification

Job summary

Indra in Middlesbrough is recruiting a Service Desk Agent to join the 24/7 Global Operations Centre supporting Transport for London (TfL). You will be the first point of contact for incidents affecting ticketing, gating and payment systems, logging and routing issues, and delivering first-contact resolutions where possible.

The role includes full training and certification, working on a rotating shift pattern including nights, weekends and bank holidays.

Qualifications

Experience in a customer service, help desk, service desk or contact centre role.
Good written English and clear communication.
Strong IT literacy and ability to learn new systems quickly.
Ability to work in a rotating 24/7 shift pattern (nights, weekends, bank holidays).
Right to work in the United Kingdom.

Responsibilities

Answer inbound calls and emails as the single point of contact for TfL revenue systems, on a 24/7 rota.
Log, classify and prioritise incidents in the ITSM platform.
Resolve incidents at first contact where possible using knowledge base articles.
Route unresolved incidents to the correct resolver group promptly.
Fulfil standard Level 1 service requests and information queries.
Follow escalation and major incident procedures and keep the Team Leader informed.
Maintain accurate ticket information and wrap‑up codes throughout lifecycle.
Complete structured training and certification programme and maintain certification.