Senior Helpdesk Analyst (UK)

UK, Birmingham

  • Annual salary £32,000-£40,000.
  • Generous pension plan
  • Generous healthcare plan
  • Cycle to work scheme
  • Flexible working arrangements
  • Latest technology to work with

Posted: 1st of March, 2021


uTrack are a young innovative dynamic company that have grown fast in a short time. With clients ranging from top100 FTSE companies across Ireland, UK, Europe and the USA, we are looking to find like-minded people to join our expanding and award-winning team that has one core vision: to create a platform that elevates a passenger’s experience of using public transport, while allowing our clients to use real time business intelligence data to transform their business.



Due to an increase in demand for our services, uTrack are now looking to hire a Senior Helpdesk Analyst.

We have several new interesting projects booked and anticipate busy times ahead. This role will focus on working with the Technical Support Team assisting our clients and maintaining our excellent relationship with them.



Working with the technical support team, you will be providing first class support to our clients by triaging tickets in our help desk software solution and working closely with others to resolve those tickets in a timely manner.

You will also be responsible for supporting internal members of staff with any technical issues they experience using our cloud systems.

Our products process hundreds of thousands of data points every day. It’s imperative that the data we analyse is correct and any issues are identified and addressed as quickly as possible.


A average day in uTrack support may include:

  • Triaging tickets based on priority and attempting to resolve any requests to the best of your ability
  • Liaising with the development team when required to submit and detail bugs, with an aim to advance your technical knowledge of our many products over time
  • Traverse our clients’ backend databases and API endpoints to compare and locate data
  • Maintain our internal and client documentation to facilitate self-service
  • Join in and host the ad-hoc client service reviews with the rest of the support team, taking notes to further the client relationships
  • Work occasionally on an on-call subsidised rota



  • At least 3 years experience in a technical customer facing role
  • Fundamental understanding of databases and SQL (searching for data and constructing queries)
  • Experience with CSV/XLSX files and confidence in filtering data
  • Understanding of REST/SOAP APIs (consuming and constructing requests)
  • Experience supporting software/web applications
  • Experience with Microsoft Azure AD/Office 365
  • Comfortable working within both the Windows and Linux terminals (executing commands, traversing directories and finding files)
  • Fundamental understanding of front-end script languages (JavaScript)
  • Solid understanding of IT infrastructure

This is a great opportunity for someone who has the desire to progress within a team that will be growing exponentially over the next year.


  • Competitive salary offered depending on experience
  • Generous pension plan
  • Generous healthcare plan
  • Cycle to work scheme
  • Flexible working arrangements
  • Latest technology to work with



We’re a diverse bunch and come from all over the world – Lithuania, Bulgaria, Serbia, Venezuela, Ireland, France and UK, so candidates from all backgrounds are welcome.

We don’t need help from recruitment agencies at this point, but if we get stuck, we’ll let you know.

Put your technical skills to better use and email us at recruitment@utrack.com.




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