About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.
23/07/2026
Full time
About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.
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.
23/07/2026
Full time
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.
About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.
23/07/2026
Full time
About CDER Group Here at CDER Group we support and help clients recover money that is owed to them compassionately and compliantly. We understand that everyone is different and with our unique approach to fairness we ensure that clients, customers, and employees are treated fairly, supporting our customers to repay any outstanding money owed. As the largest technical debt collections and enforcement company in the UK, we are proud to work on behalf of clients such as Highways England, Transport for London, HMCTS, HMRC and DVLA. Department: IT Application Support Location: Darlington & Bolton office Reporting to: Edge Support Manager Hours: Full Time - 35 hours per week Monday to Friday Introduction This role supports the business and a subsidiary part of the CDER Group whilst also supporting the wider IT team. This role reports into the Edge Support Manager and provides technical support of the Edge collection platform to end users as well as responding to incidents, alerts, and system performance issues. The Application Support Technician will respond quickly and effectively to support requests from users, clients, and partners. These will be reported and logged through our ticketing system, Jira, and the candidate will work alongside local and remote technical staff to ensure that every inquiry receives a timely and quality service. Benefits Gym membership contribution: we will give you up to £20 per month towards your gym membership Company pension 24/7 employee assistance programme Company sick pay Referral programme Discounts and savings available on our bespoke staff rewards platform Free onsite parking (excluding City of London) Cycle to work scheme 25 days holiday, rising to 28 Regular subsidised social events Voluntary service opportunities to a charity of your choice - up to two days per year Long service awards Enhanced family leave Working hours that are flexible Extra holiday days available to buy, up to five days per year Unlimited refreshments, regular mouth-watering treats and healthy snacks each week Responsibilities Provide technical support for basic/common requests relating to the Edge platform. Provide technical support handling more complex tasks that require more technical knowhow, deeper analysis, and possible changes to system configurations. Investigate and provide analysis of issues for escalation to our external 3rd line developer support where required. Record all conversations and findings on a ticket within the Jira service desk platform. Raise configuration change or development requests to relevant teams. Respond to problem tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Respond to incident tickets effectively, diagnose the cause of the issue, remediation action required, capture lessons learned and provide solutions for monitoring and mitigating recurrence. Assist in providing training to end users. Effective triage and root cause analysis to determine the most appropriate corrective action when issues with Edge processing are identified. The correct and timely application of corrective actions & remediation to fix issues with Edge processing. React to the relevant validator alert, investigate and analyse the issue and resolve it as well as determining long term solutions to fix the problem at source. Deal with alerts as they happen and resolve the issues as well as determining long term solutions to fix the problem at source. Fix, remove or minimise issues by optimising the way in which the business uses Edge. Identify, document, and mitigate risks. Ensure the correct and timely functioning of all Edge processes. Create and monitor system dashboards ensuring business processes are working as expected, identifying bottlenecks, inefficiencies, or capacity issues. Personal qualities and skills Good level of education including GCSEs in Maths and English at grade C or above is essential. College or University education in IT, Software Development or similar. IT literate, proficient in Microsoft Office Packages. Customer service skills demonstrating empathy and patience. Analytical skills. Competent in writing technical documentation. Good SQL writing skills for data retrieval and report creation. At least 2 years previous experience providing technical support. Experience of configuring and implementing new processes. Capacity to work effectively whilst remaining calm under pressure. Ready to Join Us? CDER Group are proud to be an Equal Opportunities Employer. We celebrate diversity and equal opportunities and are committed to creating an inclusive environment for all employees that represents a variety of backgrounds, perspectives and skills. If you require any assistance or accommodation due to a disability, please contact the HR department.