Service Desk Analyst

About the job role

Who are we looking for?

What makes a great Service Desk Analyst? Someone who is organized, proactive, and passionate about delivering excellent support experiences. You have extensive hands-on experience with Atlassian Service Desk (Jira Service Management) — from building service desks from scratch to continuously improving workflows, automation, SLAs, and reporting to support a growing, fast-moving business.

You are comfortable owning the service desk function end to end, leading by example, and continuously raising the quality of service delivery.

What are we working on?

Train tickets. We sell them online, through our own platform and for other companies. It’s way more technically challenging than it sounds, with a mix of business logic, third-party integrations, and a strong focus on reliability and user experience. We deal with large volumes of search queries and large amounts of data.

What you’ll need to have

• At least 3 years of experience as the Service Desk Analyst
• Expert-level knowledge of Atlassian Service Desk (Jira Service Management) with proven hands-on experience
• Strong understanding of IT service management practices (incident, problem, change, and request management)
• Experience designing and maintaining workflows, SLAs, automations, and knowledge bases
• Ability to analyse service data and metrics to drive continuous improvement
• Experience leading or mentoring service desk or support teams
• Familiarity with public transport in UK and understanding of the UK geography
• English at an advanced level (written and spoken)
• Right to work in UK

What you’ll be doing

You will be responsible for owning and improving the end-to-end Service Desk operation. Your role will be to ensure reliable, high-quality support while designing, building, and continuously improving our Atlassian Service Desk environment to scale with the business.

• Design, build, and maintain Jira Service Management projects, workflows, queues, SLAs, and automations
• Lead, mentor, and develop the Service Desk team and ways of working
• Define, monitor, and continuously improve SLAs and KPIs
• Oversee incident, request, problem, and escalation management
• Drive continuous improvement of service desk processes and user experience
• Work closely with engineering teams to improve supportability, reliability, and operational efficiency

What we offer

• Flexible working hours; we care more about what gets done than when.
• Remote-first culture; communicate daily on Slack and Google Meet
• Work with like-minded people who are eager to solve problems and share ideas
• Opportunity to grow, develop, learn and move your career forwards
• Attend conferences and continue your professional development
• Regular team events in the UK, Poland and Switzerland

About Assertis

Assertis is a profitable, privately-owned company with a focus on building sustainable, high-quality software for public transport - especially for journey planning and rail ticket retailing and real-time info.

We’ve been established for 25 years; are lean, profitable, and product-focused; and have a fantastic international team with team members in England, Poland and Italy that values autonomy, accountability, and collaboration. On average, our technical team members have been with us for eight years.

We provide online journey planning and train ticket retailing in the UK. Our customers include train operating companies and partners like travel aggregator Omio. We are growing rapidly, both organically and through the acquisition of new customers. We process over 1 million journey searches every day, and sell over £200m worth of UK train tickets every year - about 5% of all train tickets sold online in the UK. We successfully compete with much larger companies, drive innovations in our space, and are well-known within the wider rail industry.

Every year we make a tangible difference to the lives of millions of people, by helping them to find and buy better value train tickets, and by being with them as they travel. We want to go much further, and to make public transport ticketing accessible, easily understood and friction-free.