Service Desk Technician; FTC

Business Unit

Cubic Transportation Systems

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 ongoing whilst resolving incidents or dispatching engineers to fix issues in Europe, North America and Asia Pacific.

• 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 the company 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 programme.
• Comply with Cubic’s values and adhere to all company policy and procedures, including the code of conduct, quality, security, occupational health, safety and environmental policies and procedures.
• Perform other duties assigned by their manager from time‑to‑time, as may be reasonably required of them.

• Familiarity with operating systems, languages and a service centre environment.
• 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.

• 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.

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

• ITIL (v3) Foundation.

Basic Security checks are required for this role.

Worker Type:
Employee

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.