Service Desk Agent - Transport for London Ticketing Systems

About Indra Group and Project Overview

Indra Group is a global leader in technology and consulting, specializing in proprietary solutions for transport and defense sectors. The company operates in 46 countries with over 60,000 employees and reported revenues of €5.5 billion in 2024. Indra is the chosen technology partner for Transport for London (TfL) through a long-term agreement extending up to 2039. This contract involves managing and evolving a complex ticketing and access control system that serves over 8.6 million daily journeys across London's extensive transport network, including buses, metros, rail, and river services.

Role Summary

As a Service Desk Agent based at the new 24/7 Global Operations Centre in Middlesbrough, you will serve as the primary contact for TfL’s revenue collection systems. Your responsibilities include handling inbound calls and emails regarding station gates, ticket machines, sales terminals, and payment systems. You will log and classify incidents, resolve issues where possible at first contact, and escalate complex problems to specialized teams using ITSM platforms like IBM Maximo. A comprehensive paid training and certification program is provided before live operations.

Key Responsibilities

• Answer incoming calls and emails as the first point of contact for ticketing and revenue systems support across a 24/7 rotating shift schedule.
• Accurately verify caller identity and document incidents and service requests with proper classification and prioritization in the IBM Maximo ITSM system.
• Resolve issues promptly at first contact using knowledge articles and standard procedures.
• Ensure thorough and timely routing of unresolved tickets to appropriate technical teams with detailed information.
• Handle routine Level 1 service requests and general information queries.
• Escalate critical or unusual incidents promptly in coordination with Team Leaders, following major incident protocols.
• Maintain accurate ticket updates throughout the incident lifecycle and apply correct closing codes.
• Identify gaps in the knowledge base and assist in updating procedural documentation.
• Complete and maintain certification in assigned service areas through structured training programs.

Candidate Requirements

• Previous experience in customer service, help desk, or contact center roles; candidates from retail, hospitality, or transport sectors with strong customer focus are also encouraged to apply.
• Clear, confident telephone communication skills with solid written English.
• Basic IT proficiency and aptitude to learn new applications quickly; full training provided.
• Exceptional attention to detail and accuracy in incident logging and classification.
• Ability to remain composed and methodical under pressure, with a strong dedication to customer service.
• Willingness and ability to work flexible rotating shifts including nights, weekends, and bank holidays.
• Legal right to work within the United Kingdom.

Preferred Qualifications

• Experience with IT service management or ticketing platforms such as IBM Maximo, ServiceNow, or Remedy.
• Familiarity with ITIL 4 Foundation or ITIL methodologies.
• Experience using contact center telephony systems like Genesys.
• Interest in or knowledge about London's public transport systems.

Employment Benefits

• Annual leave entitlement of 25 days plus 8 bank holidays, with options to buy or sell leave days.
• Company pension scheme featuring 4% contributions from both employee and employer.
• Access to employee support programs, charitable activities, and social events.
• Opportunities for learning, development, and working within a collaborative and innovative environment.

Additional Information

This position is a 12-month fixed-term contract based in Middlesbrough, following a 24/7 shift rotation including days, nights, weekends, and bank holidays. Indra promotes an inclusive workplace and is an equal opportunity employer, welcoming applications regardless of race, gender, disability, or other legally protected statuses.