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 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 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 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 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 a 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:
o Windows 7/10/11
o Windows 2008, 2012, 2019 Server
o MS Exchange
o Active Directory
o Office 365
o MS Azure/Entra
o MS Intune
o Mobile Device Management tools
o Remote control tool sets
o Managing PC setup and deployment
o Microsoft Defender antivirus protection
o 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 Tuesday 3rd February 2026. Arriva Group reserves the right to close this vacancy early.