Job Summary:
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.
Trapeze ITS is part of Modaxo, a global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 30 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world.
As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. We can offer the sense of social community often associated with a small, local business; combined with the expected advantages of working for a far larger employer: great benefits; dedication to identifying talent; and huge investment in staff development.
Job Description:
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.
Key Competencies
* Decision-making
* Teamwork
* Reliability and work standards
* Problem solving
* Adaptability
* 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.
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Worker Type:
Regular
Number of Openings Available:
3
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