Hybrid Service Desk Analyst — Live SLA-Driven IT Support

Intelliscape Ltd; England; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid work pattern

Two days in North Bristol office

Private medical insurance

Pension matched up to 5%

Life assurance at 4x annual salary

25 days annual leave + bank holidays

Discretionary bonus

Free parking / EV charging / onsite

Job summary

Intelliscape Ltd in the United Kingdom is seeking a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving incidents across our transport technology platforms. You will help keep live services running smoothly and meet SLA targets with accurate updates.

This hybrid role is based in North Bristol with office presence two days a week. You will log, triage and own tickets through resolution, communicate clearly with customers, and support go-lives and

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 prioritise effectively in a structured, SLA driven environment.
• Excellent written and verbal communication skills.
• Familiarity with ticketing systems such as Zendesk, Jira or ServiceNow.
• Practical exposure to ITIL principles and delivering service improvements.

Responsibilities

• Log, triage and manage incidents through to resolution within SLA.
• Take ownership of tickets, providing 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 where remote resolution is not possible.
• Support commissioning and go-live activities.

Skills

Customer service

Analytical thinking

Troubleshooting

Strong communication

Multitasking

ITIL familiarity

Tools

Zendesk

Jira

ServiceNow

Job description

Intelliscape Ltd in the United Kingdom is seeking a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving incidents across our transport technology platforms. You will help keep live services running smoothly and meet SLA targets with accurate updates.

This hybrid role is based in North Bristol with office presence two days a week. You will log, triage and own tickets through resolution, communicate clearly with customers, and support go-lives and