Service Desk Technician

Cubic; Stockton-on-Tees; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading technology solutions provider in Stockton-on-Tees is seeking a Service Desk employee to join a dynamic team. You will handle calls and emails, monitor alerts, and ensure excellent customer service globally. The ideal candidate has a minimum of 4 GCSEs, excellent communication skills, and the ability to thrive in a rapidly changing environment. This role offers a structured career development path and the chance to contribute to an innovative team.

Qualifications

• Familiarity with operating systems, languages and a service centre environment.
• Passionate about customer services and maintaining good customer relations.
• Experience in a team environment and adapting to changing situations.

Responsibilities

• Handle incoming telephone calls and emails with high customer satisfaction.
• Respond to alerts from around the world using the company's ticketing system.
• Contribute to structured career development and attend training sessions.

Skills

Customer service orientation

Communication skills

Team collaboration

Education

Minimum of 4 GCSEs including Maths & English (grade A-C) 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:

Job Description

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

• Minimum of 4 GCSEs including Maths & English (grade A-C) or equivalent.
• 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.
• ITIL (v3) Foundation.

Worker Type: Employee