Technical Service Support Analyst

Closing Date for Applications

30th January 2025 

Salary Range 

£33,778 - £43,891

What is the purpose of this job?

A hybrid role that will be the first point of contact for our customers and suppliers for service and technical support. Managing as directed, all support related activities and tasks received into the Digital Ticketing Service (DTS).

They will also have proven experience of technical problem solving creating and maintaining process or configuration documentation and related ITIL processes.

This role will consult with cross-functional internal teams as well as technical teams from suppliers, customers, and other stakeholders.

What can I expect to do in this job? 

This is not an exhaustive list, however things you can expect to be involved with include:

• Support and learn all aspects of the day-to-day operation of the Service Desk. Operate the key processes of Event Management, Incident Management, Problem Management, Service Request Management, Knowledge Management within the ITIL framework, to ensure that the Service continues to meet customer requirements within agreed SLA’s or OLA’s.
• Managing customer and vendor queries received via email, telephone or the customer portal, logging, assigning, and managing them in the Service tool ServiceNow.
• Investigate and resolve incidents, service requests where possible or escalate them if they cannot be resolved within the agreed timescales or defined areas of responsibility.
• This will involve managing the end-to-end processes including consulting with suppliers and technical resources, keeping customers appraised of progress and documenting where required solutions for internal and external use.
• Maintain the ‘DTS Service owned’ documentation, reference data and respond to workflow requests in a timely manner to meet business requirements.
• Provide professional technical advice and guidance in relation to the service delivered to support RDG projects.
• Develop and maintain effective relationships with customers, internal departments, and Third-Party Suppliers.

• Must have experience in identifying, managing, diagnosing, and resolving technical issues related to, interfaces, APIs security, (compliance, TLS, certificate management).
• Create knowledge articles and documentation to share knowledge with wider team.
• Understand, cloud platforms, web applications and related software.
• Proficient in using API interrogation-based tools such a POSTMAN or similar software to assist users with technical issues.
• Can review, understand, and interpret xml files, logs, and then look to replicate issues testing, and help decipher root cause analysis.
• Have awareness and understanding of digital ticketing technologies such as the ITSO Eco-system (HOPS, ISMS, AMS, etc), cEMV in Transit, Barcode ticketing is highly desirable.
• Have awareness and understanding and working with both REST and SOAP APIs.

• A-level or higher, or equivalent professional experience and qualifications.
• ITIL v3/v4 Foundation certified.
• Ideally experience and knowledge within the transport industry, specifically rail
• Understand and support Problem and Change Management processes.
• Understand the benefits of Service Improvement management and delivery.
• Excellent problem solving and analytical skills.
• Must be technically proactively minded and willing to learn. Able to understand and support any new/ existing technologies supported by the Digital Ticketing Service (DTS)
• Be competent in document management and the use of Microsoft Word and PowerPoint
• Must have prior reporting skills and Microsoft Excel experience.
• Must have exceptional customer service experience and drive.
• Must have experience in dealing with internal and external customers and vendors and be comfortable building and maintaining relationships at all levels.
• Effective organisational skills with the ability to easily identify and resolve problems efficiently and manage multiple tasks.
• Enthusiastic and able to work in a pro-active and independent manner.
• Excellent communicator, written and verbally. with an ability to build good working relationships
• Experience in communicating technical requirements or technical issues to non-technical audiences.
• Have a keen eye for detail.

• 30 days annual leave
• 75% reduction on UK rail travel (for work and leisure) - more below
• Reduced international rail travel
• Interest free season ticket loan
• Contributory defined benefit pension scheme
• Give As You Earn scheme
• Subsidised private medical care
• Healthcare cash plan scheme
• Employee Assistance Programme scheme
• Flexible working
• 30 weeks full pay for maternity, adoption and shared parental leave (subject to eligibility)
• Personal Development Days
• Employees may sell up to a maximum of five days’ leave.  Employees can buy up to a maximum of five days’ leave. These figures will be pro rata for part-time employees