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For Companies At a Glance
- Tasks: Provide first-line support for critical systems and applications in a dynamic environment.
- Company: Join Trapeze ITS UK, a leader in intelligent transport systems.
- Benefits: Enjoy a competitive salary, healthcare benefits, and a great holiday package.
- Why this job: Make a real impact while working with cutting-edge technology and a supportive team.
- Qualifications: Strong analytical and communication skills; teamwork and flexibility for shifts are essential.
- Other info: Be part of a friendly workplace with excellent career growth opportunities.
The predicted salary is between 27000 - 37800 £ per year.
Trapeze ITS UK, a leading provider of intelligent transport systems, is seeking Service Desk Analysts to join our 24/7/365 support team in the Loughton office. You will provide first-line support across critical infrastructure systems, Trapeze applications, and a fully managed mobile data network service. The role involves monitoring system performance, responding to incidents, performing proactive investigations, and restoring services while keeping customers informed. You will manage backups, antivirus, patching, and general monitoring, and contribute to planned updates and documentation. You will also work with internal teams, customers, suppliers, and mobile network operators to support network performance and enhancements. Strong communication, analytical skills, teamwork, and flexibility for rotating shifts are essential.
Key Purpose
The Service Desk Analyst will monitor and support critical infrastructure systems, Trapeze-developed applications, and fully managed mobile data network services to ensure system stability and SLA compliance. The role includes providing first-line support, proactively investigating incidents, and contributing to system updates and enhancements. This position is based in the Loughton office and reports to the Service Desk Manager.
Key Responsibilities
- Work as part of a 24/7/365 shift rotation, including nights and public holidays, providing first-line incident response and customer assistance.
- Monitor systems and applications using appropriate tools to maintain service availability.
- Respond to incidents, perform proactive investigations, and restore services promptly while keeping customers informed.
- Manage backups, antivirus, patching, and general monitoring, and contribute to planned updates and documentation.
- Assess mobile network performance at key locations, work with Mobile Network Operators and third parties to support enhancements, and report findings.
- Update project and operational documentation to incorporate fully managed mobile data network services.
Additional Responsibilities for NGAVL Mobile Network Support
- Help monitor the overall performance of the mobile network to support regular system reports.
- Check that SIM cards and devices work correctly with the mobile network in use.
- Assist with simple measurements and surveys to help assess mobile network coverage in NGAVL locations.
- Record observations and provide clear updates on network performance to the team and the NTA.
- Work with internal teams, MNOs, and other partners to support improvements to the mobile network where needed.
- Keep track of any infrastructure improvement activities and report progress to the team.
- Share information on any enhancement plans or costs with the NTA before work is carried out.
- Help update project documentation, plans, and operational records to include the mobile network service.
- Support the ongoing updating of plans and documents to reflect the mobile network service as it develops.
Requirements
- Strong analytical skills to identify incident causes and determine resolution steps.
- Excellent written and verbal communication skills; able to liaise with customers, suppliers, and internal teams.
- Ability to work effectively as part of a team, support colleagues, and maintain flexibility for shift work.
- Decision-making
- Teamwork
- Reliability and work standards
- Problem solving
- Planning and organisation
- Communication
- Integrity and initiative
- Stress tolerance
In return we will offer a competitive salary of £27,000 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.
Service Desk Analyst (First Line) in Loughton employer: Trapeze Group Europe / UK
Contact Detail:
Trapeze Group Europe / UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst (First Line) in Loughton
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Trapeze ITS and Modaxo. Understanding their values and recent projects can help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Service Desk Analyst, you'll need to explain technical issues clearly. Try role-playing with a friend or family member to get comfortable discussing complex topics in simple terms.
✨Tip Number 3
Show off your teamwork spirit! Be ready to share examples of how you've worked effectively in a team before. Highlighting your ability to collaborate will resonate well with the hiring managers at Trapeze ITS.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our awesome team at Trapeze ITS!
We think you need these skills to ace Service Desk Analyst (First Line) in Loughton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Analyst role. Highlight your relevant experience, especially in first-line support and system monitoring. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since strong communication is key for this role, make sure your application reflects that. Use clear language and structure your information well. We want to see that you can communicate effectively with customers and colleagues alike.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Trapeze Group Europe / UK
✨Know Your Systems
Familiarise yourself with the critical infrastructure systems and Trapeze applications mentioned in the job description. Understanding how these systems work will help you answer technical questions confidently and demonstrate your analytical skills.
✨Communicate Clearly
Since strong communication is key for this role, practice explaining complex concepts in simple terms. You might be asked to describe how you would handle a specific incident, so being able to articulate your thought process clearly will impress the interviewers.
✨Show Your Team Spirit
This position requires teamwork, so be ready to share examples of how you've successfully collaborated with others in past roles. Highlighting your flexibility and willingness to support colleagues will show that you're a great fit for their 24/7 support team.
✨Prepare for Shift Work Questions
Since the role involves rotating shifts, be prepared to discuss your availability and how you manage work-life balance. Showing that you're adaptable and can handle the demands of shift work will reassure them that you're committed to the role.
