Service Desk Analyst

Verra Mobility; Southampton; Hybrid; GBP 29,000 - 39,000; Full time

Job summary

Verra Mobility is seeking a Service Desk Analyst to provide first and second line IT support for UK Operations and international colleagues. You will own incidents, assist the Systems team on wider IT issues and help maintain a reliable service desk.

The role offers office presence in Southampton and, after move, in Slough with a hybrid pattern (three days in the Slough area, two days at home) and requires commuting between locations as needed.

Qualifications

• At least three years’ experience in service desk, desktop support or a comparable IT role, including first and second line troubleshooting and incident ownership.
• Experience supporting Windows and Microsoft 365, administering accounts in Active Directory or a similar identity platform, and using a service desk ticketing system.
• Desirable ITIL Foundation, CompTIA A+, a relevant Microsoft certification, or experience with PowerShell or automation.

Responsibilities

• Troubleshoot hardware, software, account and connectivity issues, remotely and in person.
• Prioritise incidents and service requests, track them through to closure and keep users informed.
• Monitor servers, email, networks and critical services. Escalate infrastructure faults to the Systems team for investigation.
• Set up devices, manage approved access requests and support joining, changing roles or leaving the business.
• Maintain IT asset records and support guides and help identify recurring issues and ways to improve the service.

Skills

Windows support

Microsoft 365

Active Directory

ITIL (Desirable)

Education

Level 3 IT qualification

IT apprenticeship

Tools

Ticketing system

Job description

Verra Mobility is a global smart mobility technology business with a clear purpose: making roads safer and journeys easier. We partner with governments and road authorities to deliver technology that improves road safety, encourages responsible driving and helps protect the communities who use our roads every day.

As a Service Desk Analyst, you’ll provide first and second line IT support to our UK Operations team and colleagues across the international business. You’ll have ownership of the issues people bring to the service desk and the opportunity to work alongside our Systems team on incidents affecting the wider IT environment.

Office attendance: Initially, you’ll work from our Southampton office two days per fortnight. After the planned move, you’ll work three days per week in the Slough area office and two days from home. You’ll need to be able to commute to both office locations at the relevant stage.

What you’ll do

• Troubleshoot hardware, software, account and connectivity issues, remotely and in person.
• Prioritise incidents and service requests, track them through to closure and keep users informed.
• Monitor servers, email, networks and critical services. Assess alerts, document the impact and escalated infrastructure faults to the Systems team for investigation and repair.
• Set up devices, manage approved access requests and support colleagues joining, changing roles or leaving the business.
• Maintain IT asset records and support guides and help identify recurring issues and ways to improve the service.

What you’ll need

• At least three years’ experience in service desk, desktop support or a comparable IT role, including first and second line troubleshooting and incident ownership.
• Experience supporting Windows and Microsoft 365, administering accounts in Active Directory or a similar identity platform, and using a service desk ticketing system.
• An understanding of common network and infrastructure issues, with the judgement to assess impact, communicate clearly and elevate when needed.
• A relevant Level 3 IT qualification, a completed IT apprenticeship or equivalent practical experience.
• Desirable: ITIL Foundation, CompTIA A+, a relevant Microsoft certification, or experience with PowerShell or automation.

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.