Service Desk Analyst (First Line)

GFL Environmental Inc.; Loughton; On-site; GBP 27,000; Full time

Job summary

A leading technology company in Loughton is seeking Service Desk Analysts to join a 24/7 support team. The role focuses on providing first-line support across critical infrastructure systems and applications. Responsibilities include monitoring performance, responding to incidents, and managing updates. With a competitive salary of £27,000 and a comprehensive benefits package, the company emphasizes employee engagement and development in a supportive work environment.

Benefits

Healthcare cash back scheme

Private pension scheme

Life assurance

Discretionary bonus

Great holiday package

Qualifications

• Strong analytical skills to identify incident causes and determine resolution steps.
• Excellent written and verbal communication skills for liaising with customers and internal teams.
• Ability to work effectively as part of a team.

Responsibilities

• Provide first-line incident response and customer assistance.
• Monitor systems and applications to maintain service availability.
• Manage backups, antivirus, patching, and general monitoring.
• Support network performance and enhancements with mobile network operators.

Skills

Analytical skills

Communication skills

Teamwork

Problem solving

Job description

**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***I******n 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.***#LI-DNI**Worker Type:**Regular**Number of Openings Available:**3**And a fantastic opportunity to join a market leading Software Company.*****If you’re interested in this role then click on apply!***Trapeze Group UK Ltd is a leading software supplier to the public transport and spirt productions industry. From buses to trains to taxis, our systems help to make public transport a safer, more convenient and pleasurable experience. You may already have seen some of our public-facing mobile and web systems at Transport for London, TheTrainline.com and Stanstead Airport.Trapeze ITS UK is a leading software and Hardware supplier to the public transport industry. From buses to trains to Boats, our systems help to make public transport a safer, more convenient and pleasurable experience. You may already have seen some of our public-facing mobile and web systems at Transport for London,As an employer we are committed to cultivating a friendly and exciting working environment, with huge emphasis on employee engagement. And as the UK arm of a global organisation 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.Diversity and inclusion are about understanding, respecting and appreciating the different perspectives we bring to working together. We would love to see more women having access to information and inspiration to choose a career in technology – and the support to do so. We are delighted to partner with the Inclusive Tech Alliance and other UK technology companies to take the lead in driving diversity and inclusion further within our businesses.We will retain unsuccessful applicant’s details for 6 months at which point these will be destroyed and will not be shared with any third parties without the applicants consent. *Trapeze is an equal opportunity employer, we recruit, hire, train, promote and provide all other privileges of employment to qualified people without regard to age, race, creed, national origin, gender, gender identity, gender expression, disability, marital status, citizenship status, ethnicity, familial status, religion, sexual orientation or any other classification for which discrimination is prohibited.*