12 Months Fixed Term Contract.
24/7 shift rota (days, nights, weekends and Bank Holidays) - Based in Middlesbrough.
Role Overview
Indra has been appointed by Transport for London (TfL) to operate, develop, enhance and evolve the revenue collection services that keep London moving. This includes ticketing, gating, validation and payment systems across the Underground, rail, bus, tram and river networks. 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. You will work from our new Global Operations Centre, answer calls and emails from TfL staff and operational partners, log and classify incidents, resolve issues at first contact, and route the rest to specialist teams. Full training is provided, and you will only handle the service lines you are trained for.
Key Responsibilities
- 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 where 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 assigned service lines.
Qualifications
- Experience in a customer service, help desk, service desk or contact centre role (or a strong aptitude for such roles - candidates from retail, hospitality or transport backgrounds are welcome).
- Confident, clear and professional telephone manner; good written English.
- Good general IT literacy and 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 Skills
- 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.
Benefits
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
- Pension - 4% employee and 4% employer.
- Employee assistance programmes.
- Charitable initiatives.
- Social events (formal & informal).
- Learning and development programmes.
- Innovative & collaborative work environment.
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.