Service Desk Technician

As part of the One Support team, reporting to a Service Desk Team Leader, you will work in the Stockton On Tees office and be responsible for handling calls, emails and monitoring alerts worldwide to ensure excellent customer service and resolve incidents or dispatch engineers across Europe, North America and Asia Pacific.

Job Duties and Responsibilities

• 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’s ticketing system.
• Work diligently as part of a multi-skilled team.
• Attend training sessions as 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 all company policies, including code of conduct, quality, security, occupational health, safety and environmental policies.
• Perform other duties assigned by the manager from time to time as reasonably required.

Essential Skills and Experience

• Familiarity with operating systems, programming languages and a service centre environment.
• Passionate about customer services and 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.
• Ability to make a significant contribution in a team environment.
• Ability to adapt rapidly to a changing environment.
• Experience working to targets around response and timeliness.

Desirable Skills

• An appreciation of the development of the Transport Industry.
• Familiarity with operating systems, programming languages and service centre environment.
• Experience of working in an environment of dispatching resources to the field.

Education and Qualifications

• Minimum of 4 GCSEs including Maths & English (grade A‑C) or equivalent.
• Desirable ITIL (v3) Foundation.
• Basic security checks 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. For more information on equal employment please visit http://www.cubic.com/Careers/Applicant-Help.

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