Job Summary:
Trapeze ITS UK, a leading provider of intelligent transport systems, is looking for an enthusiastic and energetic Service Desk Analyst to join our dedicated team. The Service Desk Analyst (1st Line) is a key role within our Service Delivery team, acting as the first point of contact for customers and ensuring the efficient resolution of technical issues across hardware, software, and enterprise solutions. The role focuses on maintaining exceptional service standards, ensuring incidents and requests are resolved within agreed SLAs, and fostering clear, data-driven communication with both internal and external stakeholders.
Aligned with our GOLD values, you will deliver measurable outcomes by leveraging technology and processes to achieve efficiency and customer satisfaction. As part of a collaborative team, you will work within a shift pattern to provide the 24/7 coverage required to meet client needs, excluding overnight work, which is handled by a separate team. Your shifts will include early mornings, late evenings, and some weekend work.
You will also contribute to maintaining the organisation's Jira Service Management and Confluence platforms, while managing NetSuite records, timesheets, and data-driven reporting.
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 Responsibilities
Service Desk Operations
* Provide 1st line support for infrastructure systems, Trapeze-developed applications, and enterprise hardware/software solutions.
* Use Jira Service Management to monitor, log, and prioritise incidents and requests, ensuring accurate and timely resolution within SLAs.
* Proactively manage and escalate complex issues to 2nd and 3rd line teams with detailed documentation in Confluence.
* Perform initial diagnostics, root cause analysis, and troubleshooting for incidents across hardware, software, and network environments.
* Restore failing services as quickly as possible, minimising downtime and maintaining communication with affected customers.
Shift Pattern and Team Collaboration
* Participate in a structured shift pattern, including early mornings, late evenings, and some weekends, to ensure 24/7 coverage.
* Collaborate effectively with the team to ensure seamless handovers between shifts, maintaining continuity of service.
* Support colleagues during peak times or high-priority incidents to ensure customer needs are met.
* Maintain flexibility to accommodate schedule adjustments or business-critical tasks as required.
Communication and Customer Engagement
* Deliver clear, transparent, and professional communication with customers, keeping them updated on incident statuses and resolutions.
* Build strong relationships with internal and external stakeholders to improve service delivery and ensure customer satisfaction.
* Participate in regular team meetings to share knowledge, discuss improvements, and align with organisational priorities.
Continuous Improvement and Process Excellence
* Maintain and enhance documentation in Confluence, ensuring accurate and up-to-date records of processes and issue resolutions.
* Identify opportunities to improve service desk processes and recommend solutions to enhance efficiency and quality.
* Adhere to industry best practices for hardware/software support and enterprise solutions, ensuring compliance with organisational standards.
Tools and Systems Management
* Actively use and support the management of Jira Service Management for incident tracking and workflow optimisation.
* Update and maintain accurate customer data, timesheets, and ticketing information in NetSuite and related platforms.
* Perform routine tasks such as backup management, patch management, and antivirus monitoring to ensure system integrity.
* Participate in the rollout of critical system updates and changes, ensuring minimal disruption to operations.
Team Collaboration and Personal Development
* Work as part of a collaborative support team, ensuring consistent and high-quality service across all shifts.
* Share knowledge and provide mentorship to peers to foster a supportive and high-performing team environment.
* Stay current with industry trends and technologies to maintain technical proficiency and support continuous improvement.
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.
* Contribute to the upkeep of Confluence and NetSuite, ensuring accurate and transparent data for decision-making.
* Ensure effective participation in the shift pattern, collaborating with colleagues to maintain seamless service coverage.
* Demonstrate alignment with the organisation's GOLD values in daily activities:
o Growth: Embrace learning opportunities and foster personal and professional development.
o Outcome: Deliver results that positively impact customer success and satisfaction.
o Lean: Optimise processes to improve efficiency and minimise waste.
o Data: Use metrics and analytics to inform decisions and measure performance.
Key Skills
Technical Skills
* Proficient in using Jira Service Management, Confluence, and NetSuite for ticketing, documentation, and reporting.
* Strong diagnostic and troubleshooting skills for hardware, software, and network-related issues.
* Knowledge of enterprise hardware/software solutions and industry best practices.
Personal Attributes
* Exceptional communication skills (written and verbal), with the ability to engage effectively with diverse audiences.
* Strong problem-solving and analytical capabilities, with a methodical approach to resolving issues.
* Customer-focused mindset, maintaining professionalism and empathy in challenging situations.
* Proactive and self-motivated, with the ability to manage workload independently and as part of a team.
Key Behaviours
* Teamwork: Collaborates effectively with colleagues to achieve shared goals.
* Accountability: Takes ownership of tasks and follows through to completion.
* Adaptability: Responds positively to changing priorities and work environments.
Qualifications
* Minimum of 1 year of experience in a service desk or 1st line support role.
* ITIL Foundation certification or willingness to achieve within the first year of employment.
* Experience with Jira Service Management, Confluence, and NetSuite is highly desirable.
* Relevant IT-related degree or equivalent technical training is an advantage.
* Familiarity with hardware/software support in an enterprise environment.
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:
1
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