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- Tasks: Provide top-notch IT support and troubleshoot technical issues for a busy team.
- Company: Join The Go-Ahead Group, a leading public transport provider in the UK.
- Benefits: Competitive salary, professional growth, and a chance to impact millions of journeys.
- Other info: Dynamic work environment with opportunities for continuous improvement and collaboration.
- Why this job: Make a real difference in service quality for passengers while developing your skills.
- Qualifications: Experience in 2nd line IT support and strong communication skills required.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join to apply for the 2nd Line IT Service Desk Engineer role at The Go-Ahead Group. Hours: Monday–Friday, 8am–5pm (plus out-of-hours technical support) Salary: Competitive (dependent on experience) Reports to: 2nd Line Team Leader Overview Go-Ahead is one of the UK’s leading providers of quality public transport. Every year, over a billion passenger journeys are made on our buses and trains — more than any other operator in the UK rail sector. With over 30,000 colleagues, we’re proud to deliver high-quality, locally focused services that make a positive difference to the communities we serve. Our IT Operations team underpins this mission, ensuring our people and systems are supported to deliver the “next billion journeys.” The Role We’re looking for a 2nd Line IT Service Desk Engineer to join our IT Operations Centre in Newcastle. This is an exciting opportunity to work at the heart of a busy, customer-focused IT team. You’ll provide technical support across Windows endpoints, mobile devices, peripherals, business-critical applications, and infrastructure services. You’ll also play a key role in incident resolution, request fulfilment, and knowledge sharing — helping to improve the overall user experience across the Group. What You’ll Do Deliver high-quality technical troubleshooting and incident resolution within agreed KPIs. Provide excellent customer service, ensuring requests are fulfilled efficiently. Manage and resolve major incidents, minimising disruption to business operations. Proactively monitor systems, identify issues, and prevent outages. Share knowledge with colleagues, contributing to documentation and knowledge bases. Prioritise workload effectively, balancing quality with efficiency. Support continuous improvement by suggesting smarter ways of working. Log all actions and outcomes in the ITSM system, maintaining accurate records. Collaborate with 1st Line, 3rd Line, and Technical Operations teams to ensure seamless service delivery. What We’re Looking For Proven experience in a 2nd line IT support role (or equivalent). Strong technical knowledge of Windows environments, mobile devices, and business applications. Experience managing incidents in a fast-paced environment. Excellent communication and customer service skills. Ability to work autonomously while collaborating effectively with colleagues. Strong organisational skills with the ability to manage competing priorities. A proactive, problem-solving mindset with a focus on continuous improvement. Why Join Us Be part of a respected, nationwide organisation with a strong community focus. Work in a role where your expertise directly impacts service quality for millions of passengers. Collaborate with skilled colleagues across IT Operations and beyond. Opportunities for professional growth and development. Newcastle Upon Tyne, England, United Kingdom #J-18808-Ljbffr
2nd Line IT Service Desk Engineer employer: The Go-Ahead Group
Contact Detail:
The Go-Ahead Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line IT Service Desk Engineer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at The Go-Ahead Group on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure we can confidently discuss Windows environments and incident management. Practice common interview questions related to IT support to show off our expertise!
✨Tip Number 3
Showcase our problem-solving skills during the interview. Be ready to share examples of how we've tackled tricky IT issues in the past. This will demonstrate our proactive mindset and ability to improve processes!
✨Tip Number 4
Don’t forget to follow up after the interview! A quick thank-you email can keep us fresh in their minds and show our enthusiasm for the role. Plus, it’s a great chance to reiterate why we’re the perfect fit!
We think you need these skills to ace 2nd Line IT Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 2nd Line IT Service Desk Engineer role. Highlight your relevant experience with Windows environments and customer service skills, as these are key for us at Go-Ahead.
Craft a Compelling Cover Letter: Your cover letter should tell us why you’re the perfect fit for this role. Share specific examples of how you've managed incidents or improved processes in previous jobs to show off your proactive mindset.
Showcase Your Technical Skills: Don’t forget to mention your technical knowledge! We want to see your expertise in troubleshooting and incident resolution, so be sure to include any relevant certifications or training you've completed.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it, so don’t miss out!
How to prepare for a job interview at The Go-Ahead Group
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows environments and mobile devices. Be ready to discuss specific troubleshooting scenarios you've handled in the past, as this will show your practical experience.
✨Showcase Your Customer Service Skills
Since this role is all about providing excellent customer service, prepare examples of how you've gone above and beyond for users in previous positions. Highlight your communication skills and how you manage to keep users informed during incidents.
✨Demonstrate Your Problem-Solving Mindset
Be prepared to talk about a time when you faced a major incident and how you resolved it. Discuss your approach to identifying issues proactively and any suggestions you've made for continuous improvement in your previous roles.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, the tools they use, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.