Service Desk Analyst - SLA-Driven Transport Tech Support

Nexfeld Group; West of England; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Salary £28k p.a.

Discretionary bonus

25 days leave + bank holidays

Flexi time

Private medical insurance

Pension matched up to 5%

Life assurance

Free parking on site

Job summary

Intelliscape in the UK is seeking a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving incidents across transport technology platforms. You will monitor live systems, log tickets, and ensure updates align with SLA targets while supporting go-live activities.

This role is hybrid, with 2+ days per week in our North Bristol office, working Monday to Friday, 37.5 hours. The team values accuracy, responsiveness and clear communication with end users.

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 with excellent written and verbal communication.
• Familiarity with ticketing systems (ZenDesk, Jira or ServiceNow) is desirable.
• ITIL principles familiarity is desirable.
• Experience with Local Authorities or Intelligent Transport industry is desirable.

Responsibilities

• Log, triage and manage incidents through to resolution within SLA.
• Monitor live systems and respond to incidents in real time.
• Coordinate field support and assist with go-live activities.
• Prepare accurate costings and quotations for minor works.

Skills

Customer focus

Analytical skills

Multitasking

Communication

SLA driven

Tools

ZenDesk

Jira

ServiceNow

Job description

Intelliscape in the UK is seeking a Service Desk Analyst to be the first point of contact for customers, diagnosing faults and resolving incidents across transport technology platforms. You will monitor live systems, log tickets, and ensure updates align with SLA targets while supporting go-live activities.

This role is hybrid, with 2+ days per week in our North Bristol office, working Monday to Friday, 37.5 hours. The team values accuracy, responsiveness and clear communication with end users.