Service Desk Analyst - Doxford, SR3 3XP

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. We have a fantastic opportunity to join our Corporate Centre as a Service Desk Analyst on a 12-month fixed term basis. As the Service Desk Analyst, you will be the first point of contact for IT users, providing technical assistance in a fast-paced and dynamic environment.

Key responsibilities of the role:

• Managing 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.
• Managing, categorising, and prioritising all tickets from the monitoring systems.
• Providing troubleshooting and assisting resolution of problems associated with software and hardware for both local and remote users.
• Providing first line troubleshooting and diagnosis to promptly allocate unresolved issues as appropriate.
• Assisting with the development of standards, and applying these to track, monitor, report, resolve or escalate issues.
• Contributing to the creation of support documentation.
• Inputting to the knowledge management system.
• Performing simple security administration tasks and maintaining relevant records and documentation.
• Managing ITSM tool content and ensuring it is up to date.

We’re looking for candidates with demonstrable experience of working in an ITIL aligned Service Desk and who come with a willingness to learn and embrace change. We’re also looking for candidates who:

• Exhibit strong teamwork, consistently fostering a collaborative approach in all day-to-day activities.
• Ideally have an ITIL qualification, at least at Foundation level or above.
• Have proven experience with the following technologies: Windows XP/7/10, Windows 2008, 2012 Server, MS Exchange, Active Directory, Office 365, SCCM/Intune, Mobile Device Management tools, Remote control tool sets, Managing PC Setup and Deployment, Microsoft Office & Endpoint antivirus protection, General Networking and Routing- LAN/WAN/Wi-Fi.
• Possess excellent communication skills, with experience in sharing knowledge within an IT team.
• Have proven experience in creating user guides for internal team members or customers.
• Experience with Access Management tasks for ERP systems such as SAP and Workday would be advantageous.

Finally, we’re looking for candidates aligned to Arriva’s values: caring passionately, doing the right thing and making a difference.

What we can offer you in addition to a competitive base salary:

• True hybrid working – focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.
• A generous pension plan.
• Life Assurance plus access to one of the UK’s largest networks of medical professionals.
• Modern offices, with excellent transport links.
• 25 days holidays and statutory bank holidays per year (pro rata for mid-year joiners), and opportunity to purchase additional holiday in eligible windows.
• Access to our Employee Assistance Programme (EAP).
• Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway.
• Eyecare vouchers.
• The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre.
• The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.
• Free Arriva bus travel for you and immediate family outside of London – T&C’s apply.
• And a truly wonderful team to be joining!

Why work for us? Arriva is a people focused business. Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference. Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated. We actively seek out and value difference.

The closing date for applications is Sunday 23 March 2025. Arriva Group reserve the right to close this vacancy early.