Service Desk Technician

Cubic Corporation; Billingham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Cubic Transportation Systems in the United Kingdom is seeking a proactive Service Desk professional to join the One Support team in our Stockton on Tees office.

You will handle telephone and email inquiries, respond to global monitoring alerts, and coordinate with engineers to resolve incidents while supporting a high standard of customer service.

Qualifications

• Minimum of 4 GCSEs including Maths and English (A-C) or equivalent.
• ITIL v3 Foundation is desirable.
• Basic security checks are required for this role.

Responsibilities

• Cover a rotating shift pattern.
• Handle incoming calls and emails with a high level of customer satisfaction.
• Respond to monitoring alerts using the ticketing system.
• Work diligently as part of a multi-skilled team.
• Attend training sessions as scheduled.
• Comply with Cubic values and all policies.

Skills

Customer service

Telephone communication

Team player

Adaptability

Target driven

Education

GCSEs including Maths & English

ITIL Foundation

Tools

Ticketing system

Job description

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.

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

As part of the One Support team, reporting to a Service Desk Team Leader you will be working as part of a dynamic, fast paced and rapidly expanding team based in our Stockton On Tees office, you will be responsible for handling calls, emails and monitoring alerts from all over the world to ensure continual, excellent customer service is on-going whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

Job Duties and Responsibilities

• Cover a rotating shift pattern.
• Handle incoming telephone calls and emails with a high degree of customer satisfaction.
• Respond to monitoring alerts from around the world in a timely manner using companies ticketing system.
• Work diligently as part of a multi skilled team.
• Attend training sessions as and when scheduled.
• Organise communications and conference calls in the event of Major Incidents.
• Actively contribute to your own development as part of a structured career development programe.
• Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Skills knowledge and experience

Essential

• Familiarity with operating systems, languages and a service centre environment. -essential
• Passionate about customer services, understanding the importance of maintaining good customer relations.
• Able to communicate effectively over the telephone and using electronic mediums.
• Broad experience of communicating with customers in varying support situations.
• Able to make a significant contribution in a team environment.
• Able to adapt rapidly to a changing environment.
• Experienced in working to targets around response and timeliness.

Desirable

• An appreciation of the development of the Transport Industry.
• Familiarity with operating systems, languages and service Centre environment.
• Experience of working in an environment of dispatching resources to the field.

Education and qualifications

Essential

• Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.

Desirable

• ITIL (v3) Foundation.

Basic Security checks are required for this role

Worker Type

Employee

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.