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# Service Desk Agent

- **Company:** Indra Group UK & Ireland
- **Location:** Middlesbrough, UK
- **Salary:** £76,551.0
- **Contract:** Temporary contract
- **Skills:** IBM Maximo, Payment Service Provider, Data Logging, Genesys, Servicenow
- **Published:** September 10, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5878505144

## About the Role

* Experience in a customer service, help desk, service desk or contact centre role (or a strong aptitude for it motivated candidates from retail, hospitality or transport backgrounds are welcome to apply).

 * Confident, clear and professional telephone manner; good written English.

 * Good general IT literacy and the ability to learn new systems quickly - full training on all specialist tools is provided.

 * Accuracy and attention to detail when logging and classifying information.

 * Calm and methodical under pressure, with a genuine customer service orientation.

 * Reliability and flexibility to work a rotating 24/7 shift pattern, including nights, weekends and Bank Holidays.

 * Right to work in the United Kingdom.

Desirable

 * Experience with an ITSM/ticketing tool (e.g. IBM Maximo, ServiceNow, Remedy).

 * ITIL 4 Foundation certification or familiarity with ITIL concepts.

 * Experience with contact centre telephony (e.g. Genesys).

 * Interest in or knowledge of London's transport network.

## Description

As a Service Desk Agent you will be the first point of contact for incidents and service requests affecting London's revenue collection systems - from station gates and ticket machines to retail and payment services. Working from our new Global Operations Centre, you will answer calls and emails from TfL staff and operational partners, log and classify incidents, resolve what you can at first contact, and route the rest to the right specialist teams fast. Full training is provided: you will complete a structured, fully paid multi-week training and certification programme before taking live contacts, and you will only handle the service lines you are trained and certified in., * Answer inbound calls and emails as the single point of contact for TfL revenue collection services, on a 24/7 shift rota.

 * Identify and verify callers, then log, classify and prioritise incidents and service requests accurately in the ITSM platform (IBM Maximo).

 * Resolve incidents at first contact wherever possible, using knowledge base articles, known error records and standard procedures.

 * Route incidents that cannot be resolved at Level 1 to the correct resolver group promptly and with complete, high-quality ticket information.

 * Fulfil standard Level 1 service requests and information queries.

 * Follow escalation and major incident procedures, keeping your Team Leader informed of urgent or unusual situations.

 * Apply correct wrap-up codes and keep tickets updated throughout their lifecycle.

 * Flag knowledge base gaps and contribute to improving articles and procedures.

 * Complete the structured training and certification programme and maintain certification across your assigned service lines.