At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for users.
- Company: Join Arriva, a leading European transport partner with a strong sustainability agenda.
- Benefits: Enjoy competitive pay, flexible shifts, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on continuous improvement.
- Why this job: Be the first point of contact for IT support and make a real difference.
- Qualifications: Experience in IT service desk roles and a passion for teamwork.
The predicted salary is between 25000 - 30000 € per year.
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.
We are looking for a Service Desk Analyst to join our Service Desk Team on a full-time, permanent basis based from our Sunderland office. The Service Desk Analyst is responsible for the following:
- Field inbound calls, self-service action of tickets, log, prioritise, resolve, track and respond to incidents and requests in a timely manner.
- You will 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 champion great customer service in accordance with the Arriva values in a very fast paced environment.
- You will offer technical answers and remote help to a varied range of queries searching knowledge bases and always assisting the customer with your contact.
- You will manage a range of issues that need resolving and will resolve them using your technical know-how or you will escalate to the wider IT teams.
- You will work on improving first time fixes and contribute towards the continual improvement culture.
Direct responsibilities:
- You will manage inbound requests and incidents acting as the routine contact point, receiving and handling requests for support by responding to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
- You will manage, categorise, and prioritise all tickets from the monitoring systems.
- You will provide troubleshooting and assist resolution of problems associated software and hardware for both local and remote users.
- You will provide first line troubleshooting and diagnosis to promptly allocate unresolved issues as appropriate.
- You will assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
- You will contribute to the creation of support documentation.
- You will input to the knowledge management system.
- You will perform simple security administration tasks and maintain relevant records and documentation.
- You will manage ITSM tool content and ensure it is up to date.
- Contribute to a continuous improvement culture.
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 the highest level, 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 Wednesday 3rd June 2026. Arriva Group reserves the right to close this vacancy early.
Service Desk Analyst employer: Arriva Limited
Arriva is an exceptional employer, offering a dynamic work environment in Sunderland where you can thrive as a Service Desk Analyst. With a strong commitment to employee growth and a culture that values teamwork and continuous improvement, Arriva provides comprehensive training and development opportunities, ensuring you are well-equipped to handle diverse IT challenges. Join a company that prioritises sustainability and community connection while enjoying the benefits of working within a supportive team dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Analyst
✨Tip Number 1
Get to know the company! Research Arriva's values and recent projects. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! As a Service Desk Analyst, you'll be the first point of contact for IT users. Role-play common scenarios with friends or family to boost your confidence and communication skills.
✨Tip Number 3
Network like a pro! Connect with current or former Arriva employees on LinkedIn. They can provide insider tips and might even refer you internally, which can give you a leg up in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you're serious about joining the Arriva team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Service Desk Analyst
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Analyst role. Highlight your experience with ITIL, customer service, and the specific technologies mentioned in the job description. 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 joining Arriva and how you can contribute to our team. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills:In your application, don’t forget to showcase your technical know-how. Mention your experience with Windows, MS Exchange, and any other relevant tools. We’re keen to see how you can help us improve our service desk operations!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re serious about joining our team at Arriva!
How to prepare for a job interview at Arriva Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of the technologies mentioned in the job description, like Windows 10, Active Directory, and Office 365. Be ready to discuss your experience with these tools and how you've used them to solve problems in the past.
✨Showcase Your Customer Service Skills
As a Service Desk Analyst, you'll be the first point of contact for users. Prepare examples of how you've provided excellent customer service in previous roles. Think about specific situations where you turned a frustrated user into a satisfied one.
✨Familiarise Yourself with ITIL Principles
Since the role is aligned with ITIL practices, it’s a good idea to understand the basics of ITIL and how it applies to service desk operations. If you have an ITIL qualification, mention it! If not, consider discussing how you've implemented similar processes in your past work.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during your interview. Practice how you would handle common service desk situations, such as prioritising multiple tickets or troubleshooting a technical issue. This will show your problem-solving skills and ability to work under pressure.
