Service Desk Technician

Cubic Transportation Systems; Tees Valley; On-site; GBP 21,000 - 32,000; Full time

Job summary

Cubic Transportation Systems in Stockton-on-Tees is seeking a proactive Service Desk Analyst to join the One Support team. You will handle calls, emails and monitoring alerts, ensuring high customer satisfaction while dispatching engineers as needed to resolve incidents across regions.

The role emphasizes teamwork, rapid adaptation to changing environments and adherence to company policies. We offer training, career development, and a dedicated support culture.

Qualifications

• Essential Familiarity with operating systems, languages and a service centre environment.
• Passionate about customer services and maintaining good customer relations.
• Able to communicate effectively by telephone and using electronic mediums.
• Broad experience of communicating with customers in varying support situations.
• Able to contribute in a team environment.
• Able to adapt rapidly to changing environment.
• Experienced in working to targets around response and timeliness.

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 company’s ticketing system.
• Work diligently as part of a multi skilled team.
• Attend training sessions as scheduled.
• Organise communications and conference calls in Major Incidents.
• Actively contribute to your own development as part of a structured career development programme.
• Comply with Cubic’s values and adherence to all company policy 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.

Skills

Customer service

Communication

Teamwork

Adaptability

Target driven

Operating systems

Education

GCSEs including Maths and English

ITIL Foundation

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:

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

Company culture and diversity statement:

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.

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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). CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications. CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions. Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!