Service Desk Technician

Service Desk Technician responsible for handling calls and emails, monitoring alerts from around the world, and resolving incidents or dispatching engineers to fix issues. Works as part of the One Support team in Stockton-on-Tees, with a rotating shift pattern. Requires effective communication over telephone and electronic channels, ability to work in a multi-skilled team, adherence to company policies and incident-management procedures, and participation in training. Primary duties include responding to monitoring alerts via the ticketing system, organizing communications for Major Incidents, contributing to personal development, and meeting targets for response and timeliness. Desirable familiarity with ITIL v3 Foundation and the transport/defense domain.