Service Desk Agent

12 Months Fixed Term Contract.

24/7 shift rota (days, nights, weekends and Bank Holidays) Based in Middlesbrough

 Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2024 financial year, Indra achieved revenue of € 5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.

 As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:

 Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enables us to drive a safer, more connected future through technology.

Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.

Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.

Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.

About the Project

Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.

This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.

Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centres, and 24 river boat boarding points.

Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.

Role Overview

Indra has been appointed by Transport for London (TfL) to operate and evolve the revenue collection services that keep London moving covering ticketing, gating, validation and payment systems across the Underground, rail, bus, tram and river networks. To deliver this, Indra is establishing a new 24/7 Global Operations Centre in Middlesbrough and is building a high-performing Service Desk team from the ground up. This is a rare opportunity to join at the start, shape how the service runs, and support one of the most recognisable transport networks in the world. 

As a Service Desk Agent you will be the first point of contact for incidents and service requests affecting London’s revenue collection systems — from station gates and ticket machines to retail and payment services. Working from our new Global Operations Centre, you will answer calls and emails from TfL staff and operational partners, log and classify incidents, resolve what you can at first contact, and route the rest to the right specialist teams fast. Full training is provided: you will complete a structured, fully paid multi-week training and certification programme before taking live contacts, and you will only handle the service lines you are trained and certified in. 

Key responsibilities 

• Answer inbound calls and emails as the single point of contact for TfL revenue collection services, on a 24/7 shift rota. 

• Identify and verify callers, then log, classify and prioritise incidents and service requests accurately in the ITSM platform (IBM Maximo). 

• Resolve incidents at first contact wherever possible, using knowledge base articles, known error records and standard procedures. 

• Route incidents that cannot be resolved at Level 1 to the correct resolver group promptly and with complete, high-quality ticket information. 

• Fulfil standard Level 1 service requests and information queries. 

• Follow escalation and major incident procedures, keeping your Team Leader informed of urgent or unusual situations. 

• Apply correct wrap-up codes and keep tickets updated throughout their lifecycle. 

• Flag knowledge base gaps and contribute to improving articles and procedures. 

• Complete the structured training and certification programme and maintain certification across your assigned service lines. 

• Experience in a customer service, help desk, service desk or contact centre role (or a strong aptitude for it motivated candidates from retail, hospitality or transport backgrounds are welcome to apply). 

• Confident, clear and professional telephone manner; good written English. 

• Good general IT literacy and the ability to learn new systems quickly — full training on all specialist tools is provided. 

• Accuracy and attention to detail when logging and classifying information. 

• Calm and methodical under pressure, with a genuine customer service orientation. 

• Reliability and flexibility to work a rotating 24/7 shift pattern, including nights, weekends and Bank Holidays. 

• Right to work in the United Kingdom. 

Desirable 

• Experience with an ITSM/ticketing tool (e.g. IBM Maximo, ServiceNow, Remedy). 

• ITIL 4 Foundation certification or familiarity with ITIL concepts. 

• Experience with contact centre telephony (e.g. Genesys). 

• Interest in or knowledge of London’s transport network. 

• Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days)
• Pension – 4% employee and 4% employer
• Employee assistance programs
• Charitable initiatives
• Social events (formal & informal)
• Learning and development programs
• Innovative & collaborative work environment

Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law