Hybrid Service Desk Analyst – Incident Response & SLAs

Modaxo; West of England; Hybrid; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Discretionary bonus

25 days annual leave

Flexi time

Private medical insurance

Job summary

Intelliscape, part of Modaxo, seeks a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving issues across transport technology platforms in the UK public sector. The role emphasises accuracy, SLA adherence and rapid incident resolution.

Working pattern is Monday to Friday, 37.5 hours, hybrid with at least two days in the North Bristol office, and a discretionary bonus along with a comprehensive benefits package.

Qualifications

• Experience in a customer facing or service environment (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.

Responsibilities

• Log, triage and manage incidents through to resolution within SLA.
• Take ownership of tickets with proactive updates and clear communication.
• Escalate issues appropriately based on priority and impact.
• Monitor live systems using alerting tools and respond to incidents in real time.
• Coordinate field support when remote resolution is not possible.
• Support commissioning and system go-live activities.
• 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.

Skills

Customer facing

Analytical

Troubleshooting

Multitasking

Communication

SLA driven

Problem solving

Idea sharing

Tools

ZenDesk

Jira

ServiceNow

Job description

Intelliscape, part of Modaxo, seeks a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving issues across transport technology platforms in the UK public sector. The role emphasises accuracy, SLA adherence and rapid incident resolution.

Working pattern is Monday to Friday, 37.5 hours, hybrid with at least two days in the North Bristol office, and a discretionary bonus along with a comprehensive benefits package.