Service Desk Analyst (Application Support) in Loughton

Trapeze ITS UK, a leading provider of intelligent transport systems, is seeking experienced Service Desk Analyst to join our team. The Service Desk Analyst (2nd Line) is a key technical role within the Service Desk team, responsible for resolving complex incidents and requests escalated from 1st Line support. As a technical specialist, you will focus on providing advanced application support, collaborating with product teams, ITSM administration, and the Service Desk Manager to ensure seamless service delivery and adherence to SLAs.

While this is not a shift-based role, there may be occasions when unsociable hours are required to resolve high-priority incidents or deliver time-sensitive solutions. Aligned with our GOLD values, you will work collaboratively with internal teams and stakeholders to drive measurable outcomes, maintain high service standards, and contribute to continuous improvement initiatives.

Key Responsibilities:

• Incident and Request Resolution: Take ownership of escalated incidents and requests from 1st Line support, providing timely and effective resolutions. Troubleshoot complex application, hardware, and system issues, ensuring minimal disruption to clients. Collaborate with product teams and other technical stakeholders to resolve advanced issues requiring specialist knowledge. Document all actions and resolutions in Jira Service Management, ensuring transparency and traceability.
• Collaboration and Stakeholder Engagement: Work closely with the Service Desk Manager to prioritise workloads, monitor SLAs, and ensure client satisfaction. Liaise with the ITSM Administrator to ensure Jira Service Management workflows and configurations are optimised for efficiency. Collaborate with the Knowledge and Configuration Manager to ensure that best practices, knowledge bases, and process documentation are accurate and up-to-date. Support cross-functional collaboration by sharing technical expertise with colleagues and stakeholders, ensuring alignment on objectives and solutions.
• Technical Expertise and Continuous Learning: Maintain up-to-date knowledge of the organisation’s applications and enterprise solutions, attending product training and updates as required. Stay current with industry trends and best practices to ensure the team’s capabilities align with evolving client needs. Contribute to service improvement initiatives by identifying inefficiencies and recommending actionable solutions.
• Tools and Systems Management: Ensure optimal usage of Jira Service Management for incident tracking, workflow optimisation, and SLA reporting. Support the configuration and maintenance of documentation within Confluence, ensuring it is accessible and reliable. Monitor and maintain system configurations, ensuring alignment with organisational standards and customer requirements.
• Knowledge Sharing and Mentorship: Create and update knowledge base articles to support the 1st Line team and other stakeholders. Provide mentorship and informal training to 1st Line analysts, helping to upskill the team and enhance overall service quality. Actively contribute to a culture of collaboration, learning, and knowledge sharing within the Service Desk team.
• Customer Focus and Communication: Act as a technical escalation point for clients, ensuring professional and transparent communication throughout the resolution process. Build strong working relationships with internal teams, external stakeholders, and clients to maintain high levels of service quality. Proactively identify recurring issues and contribute to strategies that reduce ticket volumes and improve customer satisfaction.
• Occasional Unsociable Hours: Be available to work outside of normal business hours when required to resolve critical issues or deliver urgent tasks. Demonstrate flexibility and a team-oriented approach to meet the needs of high-priority incidents or projects.

Accountabilities:

• Ensure all incidents and requests are resolved within agreed SLAs and logged accurately in Jira Service Management.
• Maintain clear and consistent communication with customers and stakeholders, ensuring expectations are met or exceeded.
• Resolve escalated incidents and requests within agreed SLAs, ensuring a high standard of service delivery.
• Maintain accurate and detailed documentation in Jira Service Management and Confluence.
• Ensure that processes, knowledge bases, and configurations are current, comprehensive, and aligned with best practices.
• Support the Service Desk Manager in monitoring team performance and meeting operational goals.
• Actively align with the organisation’s GOLD values: Growth, Outcome, Lean, Data.

Key Skills:

• Technical Skills: Strong troubleshooting skills for complex application and enterprise solution environments. Proficiency with Jira Service Management for ticketing, workflows, and SLA management. Familiarity with tools such as Confluence for knowledge management and process documentation. Knowledge of ITSM principles and best practices, particularly in incident, problem, and change management. Experience with hardware/software integration and system configurations.
• Collaboration and Communication: Excellent communication skills, with the ability to explain technical concepts clearly to non-technical stakeholders. Strong interpersonal skills for liaising with product teams, ITSM administrators, and other stakeholders. Collaborative and proactive, with the ability to manage priorities effectively in a dynamic environment.
• Analytical and Organisational Skills: Data-driven mindset, with the ability to monitor and report on performance metrics. Exceptional organisational skills, ensuring all documentation and processes are maintained to a high standard. Strong problem-solving capabilities, with a focus on delivering practical and scalable solutions.

Qualifications:

• Minimum of 3 years’ experience in a service desk or technical support role, with a focus on application support.
• ITIL Foundation certification or higher is essential.
• Experience with Jira Service Management, Confluence, and ITSM tools is highly desirable.
• Relevant IT-related degree or equivalent technical training.
• Proven track record of working collaboratively with cross-functional teams.
• Familiarity with public transportation technology or similar industries is advantageous.
• Familiarity with hardware/software support in an enterprise environment.

In return we will offer a competitive salary of up to £35,000 (DOE) along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, a great holiday package including a buy and sell scheme, as well as many initiatives to support a healthy lifestyle.