Service Desk Analyst
Role Overview
The Service Desk Analyst reports to the Service Manager and sits within the Operations department.
The role monitors service performance, coordinates issue resolution and reporting, and drives process improvements to improve efficiency and customer satisfaction.
The role supports service transition, customer onboarding and stakeholder engagement, applying ITIL practices to maintain reliable service for bespoke solutions.
Key Skills for This Role
Full Job Posting
Role overview
The Service Desk Analyst reports to the Service Manager and sits within the Operations department.
The role monitors service performance, coordinates issue resolution and reporting, and drives process improvements to improve efficiency and customer satisfaction.
The role supports service transition, customer onboarding and stakeholder engagement, applying ITIL practices to maintain reliable service for bespoke solutions.
Workplace
- The role is based in Poole and requires travel to Unicard office locations as needed.
Responsibilities
- Own problem records and drive resolution of long-standing system-specific issues.
- Support project teams with technical service during new customer onboarding.
- Manage integrated monitoring solutions, capacity planning and trend analysis.
- Create and present customer service reports and review internal business-as-usual operations.
- Drive customer actions to completion and represent customer concerns with Product Managers.
- Proactively support key products, support continual service improvement and deliver non-functional customer requirements.
Required experience and skills
- Technical customer-focused work experience and experience working in an ITIL-based team.
- Experience working within strict customer SLAs.
- High competency in Microsoft Office applications, including Word, Excel and Outlook.
- Ability to explain technical concepts to non-technical stakeholders.
- Strong written and verbal communication, collaboration, proactivity, analytical skills and attention to detail.
Desirable experience and skills
- Technical or application support experience; knowledge of Unicard products and services.
- Experience in software development environments, BI tools, Jira or Zendesk, supplier management, or change/problem management processes.
- Experience using JavaScript or a similar scripting language.
About Unicard
Unicard provides software solutions for public and private sector transport management and smart ticketing.
Its products support transport operators, local authorities and hardware manufacturers, including passenger ticketing and concessionary travel programmes.
The company has approximately 115 employees across the UK and Bulgaria and provides in-house research, strategy and development capabilities.
Right to work
- Candidates must be able to demonstrate long-term right to work in the UK.
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