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Key Information
Job title: Business Systems Support Assistant
Salary: £31k Plus 10% Shift Allowance
Band: 1
Contract type: Permanent
Reference: 3578
Location: Selbie House. 13 Allsop PLace, NW15LJ
Application closing date: 26/02/2026 at 23:59pm
We may close this advert early if we receive a high volume of suitable applications.
TfL is currently unable to provide sponsorship to candidates for this role as the Home Office's eligibility criteria for sponsorship will not be met. TfL keeps its approach under review in line with changes to UK immigration rules. We are also unable to provide advice or guidance on individual immigration queries and advise candidates to check the Government's website for further information.
Overview Of Project/role
You'll be responsible for providing first line technical service desk support and triage function for SPE and other TFL departments, as well as non-TfL personnel on a pan-London basis, with a strong focus on delivering high quality customer service to the business.
You'll ensure the timely logging of all reported incidents, the passing on of incidents to the Business Systems Support 2nd Line function and third parties in accordance with agreed processes and continued communication with all customers regarding ongoing service requests or system issues.
In addition, you'll maintain a robust asset management system with full accountability for the status, upkeep, issue and replacement of assets to staff with SPE issued devices/equipment.
Rotating Early, Middle and Late shift ranging between 07:00 and 20:30, which would include a rota based Saturday.
Key Accountabilities
High quality customer service via telephone, email and customer facing to ensure that users receive clear and accurate advice when they report system issues or equipment/device faults.
Support the management and continual development of asset monitoring systems for all SPE issued IT equipment.
Ensure that equipment issued to staff is H&S approved and compliant and that device manuals are available if required.
Contribute to the development of effective communication and co-ordination frameworks within SPE TFL, and external partners with which the job holder interacts.
Assist in the deployment of equipment for existing, new and future projects and product enhancements.
Ensure that reasonable stocks of equipment are available and ready to issue as replacements.
Develop and maintain effective working relationships with customers and clients.
Ensure staff awareness and compliance with the use of technology and the Data Protection Act.
Skills
Skills, Knowledge & Experience
Highly developed technical, problem-solving and decision-making abilities in a customer-focused technical service desk environment.
Ability to produce results in an often hectic and potentially stressful environment.
The ability to effectively communicate technical matters to non-technical personnel.
Well-developed communication and influencing skills.
The ability to work on his/her own initiative and prioritise work to meet deadlines and changing operational circumstances.
Knowledge
Understanding of TfL's objectives and the Surface Transport Principal Outcomes, TfL Vision of "Everyone Home safe and Healthy Every day" the political priorities affecting TfL and the wider implications of decision making in the public sector.
Demonstrably high level of IT literacy.
A good understanding of TfL's business objectives and requirements.
A good understanding of SPE operations rules and regulations.
Practical knowledge and understanding of the principles of equality and inclusion and the legislation that governs the public sector in respect of these principles.
Knowledge of the Data Protection Act and its practical application.
Experience
Ability to evaluate and work with IT systems and equipment in accordance with operational and user needs.
Experience of service delivery within an operational IT customer support service desk team.
Experience of working with suppliers from both internal and external organisations.
Application Process
Please apply using your CV.
Think carefully about the skills, knowledge and experience in the advert and cover this in your CV.
PDF format preferred and do not include any photographs or images
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements.
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.