Service Desk Analyst

Overview

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Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably. Arriva is backed by I Squared Capital, which acquired Arriva in 2024. We are looking for 2 x Service Desk Analysts to join our Service Management Team on a full time, permanent basis, based from our Doxford office, Sunderland.

Responsibilities

• Field inbound calls, log, prioritise, resolve, track and respond to incidents and requests in a timely manner.
• Be the first point of contact for IT users across the Arriva group, operating on a shift model with 8 hour shifts (including breaks). You will be part of a shift team on a rota working 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat & Sun.
• Champion great customer service in accordance with the Arriva values in a fast-paced environment.
• Offer technical answers and remote help to a varied range of queries, using knowledge bases and assisting the customer with contact.
• Manage a range of issues, resolving with technical know-how or escalating to the wider IT teams.
• Work on improving first-time fixes and contribute towards the continual improvement culture.

Direct Responsibilities

• Manage inbound requests and incidents as the routine contact point, providing information to fulfil requests or enable resolution.
• Manage, categorise, and prioritise all tickets from monitoring systems.
• Provide troubleshooting and assist resolution of software and hardware issues for local and remote users.
• Provide first line troubleshooting and diagnosis to promptly allocate unresolved issues as appropriate.
• Assist with the development of standards and apply these to track, monitor, resolve or escalate issues.
• Contribute to the creation of support documentation.
• Input to the knowledge management system.
• Perform simple security administration tasks and maintain relevant records and documentation.
• Manage ITSM tool content and ensure it is up to date.
• Contribute to a continuous improvement culture.

Knowledge, Skills And Experience

The below knowledge, skills and experience are essential for this role:

• Demonstrable experience working in an ITIL-aligned Service Desk. ITIL qualification would be an advantage.
• Willingness to learn and embrace change.
• Demonstrate teamwork at a high level, with a highly collaborative approach to day-to-day activities.
• 2 years’ experience with the following technologies:
• • Windows 7/10/11
  • Windows 2008, 2012, 2019 Server
  • MS Exchange
  • Active Directory
  • Office 365
  • MS Azure/Entra
  • MS Intune
  • Mobile Device Management tools
  • Remote control tool sets
  • Managing PC setup and deployment
  • Microsoft Defender antivirus protection
  • General Networking and Routing- LAN/WAN/WiFi

The below knowledge, skills and experience are desirable for this role:

• An ITIL qualification (foundation or above)
• Understanding of Access Management tasks for ERP Systems (SAP, Workday) beneficial.

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

The closing date for applications is Thursday 18th September 2025. Arriva Group reserves the right to close this vacancy early.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Truck Transportation

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