Service Desk Analyst

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

As a Service Desk Analyst at Intelliscape, you'll be the first point of contact for our customers, diagnosing faults and resolving issues across our transport technology platforms. You'll play a key role in keeping our live services running smoothly, hitting SLA targets, resolving incidents quickly and making sure every customer interaction reflects the high standards we're known for. It's a fast-paced, hands‑on role where accuracy and responsiveness really matter, since the systems you support keep essential services moving.

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 07:00 to 19:00 Monday to Friday, on a changing weekly shift pattern currently rotating between 07:00 to 15:00, 09:00 to 17:00, and 11:00 to 19:00.

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

• 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.
• 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.

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.
• Social and sports events.
• Professional membership reimbursement.
• Free parking, EV charging and onsite showers.
• Additional leave for Armed Forces reservists.