Business Systems Support Assistant

Job Title – Business Systems Support Assistant Reference SF 4837
Pay Band – Band Circa £31,000
Location – Baker Street
Contract Type – Permanent 

Monday to Saturday (rota-based Saturdays), covering shifts from 7am to 8:30pm, 35 hours per week

Closing date: Friday 17th July 2026 @ 11:59pm

All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role.  

Job Purpose

You’ll be responsible for providing first line technical service desk support and triage function for CPOS 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 CPOS issued devices/equipment.

Principal 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 CPOS issued IT equipment.
• Be actively involved in responding to changes to operational, environmental and strategic requirements, proposing changes to systems where required to obtain better service/outcomes/value-for-money.
• 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 CPOS, 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

• Highly-developed technical, problem-solving and decision making abilities in a customer-focused technical service desk environment (essential)
• Ability to produce results in an often hectic and potentially stressful environment (essential)
• The ability to effectively communicate technical matters to non-technical personnel (essential)
• Well developed communication and influencing skills (desirable)
• The ability to work on his/her own initiative and prioritise work to meet deadlines and changing operational circumstances (essential)

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 (essential)
• A good understanding of TfL’s business objectives and requirements (desirable)
• A good understanding of CPOS operations rules and regulations (Revenue Protection, Taxi & Private Hire, On-Street Co
• Practical knowledge and understanding of the principles of equality and inclusion and the legislation that governs the public sector in respect of these principles (essential)
• Knowledge of the Data Protection Act and its practical application (desirable)

Experience

• Proven ability to evaluate IT systems and equipment in accordance with operational and user needs (essential)
• Experience of service delivery within an operational IT customer support service desk team (essential)
• Experience of working with suppliers and external organisations (essential)

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. We also use anonymising softwa