Service Desk Specialist

Cubic; Stockton-on-Tees; On-site; GBP 25,000 - 35,000; Full time

Job summary

Cubic is seeking a Service Desk Specialist to enhance technical support operations. This key role involves implementing ITIL methodologies for service excellence, driving improvements in ticket management and operational efficiency. Ideal candidates will have strong analytical skills, proficiency in ITIL, and a proven record in customer service, contributing to our high-standard support services.

Qualifications

• Strong analytical and listening skills required.
• Proven track record in customer service.
• Familiarity with ITIL methodologies and service desk standards.

Responsibilities

• Implement strategies to enhance Tier 1 technical output.
• Manage application administration and facilitate change processes.
• Drive service improvements and maintain high contact resolution rates.

Skills

Analytical skills

Listening skills

Proficiency in ITIL methodologies

Customer service excellence

Organizational skills

Communication skills

Detail-oriented

Education

A Level education or equivalent

Job description

Business Unit:

Cubic Transportation Systems

Company Details:

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.

Job Details:

Join our dynamic team as a Service Desk Specialist, pivotal in enhancing technical support and customer service excellence across our operations. Collaborate closely with SD Team Leaders and IT Ops Tier 2 to elevate Tier 1 technical capabilities, champion ITIL lifecycle management, and foster seamless integration across all GOC teams.

Key Responsibilities:

• Drive Technical Excellence: Implement "Shift Left" strategies to boost Tier 1 technical output.

• Enhance Customer Service: Support a culture of ITIL methodologies and end-to-end ticket management.

• Foster Collaboration: Act as a liaison between Service Desk and other GOC teams.

• Improve Operational Efficiency: Lead service improvements and maintain high First Contact Resolution rates.

• Documentation and Support: Manage application administration and facilitate change processes.

• Work in 24x7 shift rotation to ensure continuous operational support.

• Drive a 10% increase in First Contact Resolution capability initially, with ongoing improvements.

• Manage application and infrastructure health across multiple platforms.

• Foster cross-shift best practices and ensure system changes mitigate service risks.

• Support global business with CSI and workflow management updates.

• Provide technical assistance for project implementations and act as an escalation point.

• Collaborate with IT teams to optimize tooling and support services across the Service Desk.

Skills and Qualifications:

Essential:

• Strong analytical and listening skills with proficiency in ITIL methodologies.

• Proven track record in driving customer service excellence.

• Organized, self-motivated, and detail-oriented.

• Excellent communication skills and ability to work well in a team environment.

• Familiarity with Service Desk Institute Best Practice Standards.

Desirable:

• Experience in fault management or technical support within a high-technical operational environment.

• ITIL v3/v4 Foundation certification.

Education:

• A Level education or equivalent.

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Worker Type:

Employee

About the company

Cubic is a technology-driven, market-leading provider of integrated solutions that increase situational understanding for transportation, defense C4ISR, and training customers worldwide to decrease urban congestion and improve the militaries’ effectiveness and operational readiness.

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