Service Desk Analyst - Doxford, SR3 3XP Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. 5 billion passenger journeys connecting people and communities safely, reliably and sustainably.
We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.
We are looking for 2 x Service Desk Analyst's to join our Service Management Team on a full time, permanent basis, based from our Doxford office, Sunderland.
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 be part of a shift team on a rota working 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat & Sun.
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 provide troubleshooting and assist resolution of problems associated software and hardware for both local and remote users.
You will manage ITSM tool content and ensure it is up to date.
Demonstrable experience working in a ITIL aligned Service Desk. ITIL qualification would be an advantage.
~ Windows 7/10/11
~ Windows 2008, 2012, 2019 Server
~ Office 365
~ Managing PC setup and deployment
~ Microsoft Defender antivirus protection
~ General Networking and Routing- LAN/WAN/WiFi
An ITIL qualification (foundation or above)
Understanding of Access Management tasks for ERP Systems (SAP, Workday) beneficial.