Bandwidth are hiring for a Service Support Analyst to join their client, a service provider for the rail industry on a permanent basis, to be responsible for the support of the daily service operation.

The successful candidate will have a technical mindset and strong experience within a 1st line support role.


  • Managing incoming queries, logging, and assigning them by using the service management software
  • Offer technical advice and guidance in relation to the provided service when needed
  • Building and maintaining good relationships with internal and external stakeholders at all levels
  • Effectively organise and follow up the processes to ensure that the flagged issues are resolved appropriately within the agreed SLAs
  • Support the daily operation of the Service Desk and assist with Change and Release administration process when necessary
  • Be able to investigate and resolve incidents and service requests, or escalate them if they cannot be resolved on the 1st line support level
  • Gather information to produce reports for internal and external use


  • Extensive experience in a customer facing 1st Line Support role is necessary
  • Strong written and verbal communication skills
  • Proven analytical and problem-solving capability
  • Extensive experience utilising Microsoft Excel for reporting is essential
  • Previous Service Management Software experience is essential
  • ITIL foundation qualification is desirable but not essential