Principal Service Desk Analyst - Doxford, SR3 3XP
Principal Service Desk Analyst
Reports to: Service Support Manager
Arriva is one of the largest transport services organisations in Europe, employing more than 60,000 people and delivering more than 2.We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with I Squared who acquired Arriva in 2024.
The Principal Service Desk Analyst is a senior technical and operational role within the Service Desk team, responsible for providing expert-level support to end users, acting as a technical escalation point, and contributing to the leadership and development of the Service Desk function. This role combines hands-on service desk responsibilities with mentoring, quality assurance, and line management duties to ensure high standards of service delivery and continuous improvement.
Please note, due to the nature of the role, this role will be part of an on-call rota working 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat & Sun. (Act as a first point of contact for IT incidents and service requests via phone, email, live chat, and self-service portals.
Provide advanced troubleshooting and resolution for complex technical issues across platforms including Windows 10/11, Office 365, Active Directory, SCCM/Intune, and remote access tools.
Serve as the primary escalation point for Service Desk Analysts on technical issues.
Maintain and share technical knowledge through documentation and training sessions.
Provide day-to-day guidance and mentoring to Service Desk Analysts.
Conduct regular performance check-ins and contribute to development planning.
Assist the Service Support Manager in scheduling, workload balancing, and shift coordination.
Quality & Continuous Improvement
Monitor ticket quality and adherence to service desk processes.
Deliver refresher training and promote best practices in customer service and technical troubleshooting.
Proven experience in a senior service desk or technical support role.
ITIL Foundation certification.
Familiarity with enterprise environments and large-scale IT operations.
Improved Customer Experience, measured in CSAT, Ticket Quality and opportunities for Customers to Self-Serve.
Enhance the brand reputation of the IT division across Arriva Group.
Training and mentoring Service Desk to reduce skills gaps and ensures a consistent approach is adopted.
The IT Service Desk team
Field Support/ Site Engineers
Information Security
Technical Services, Platform Engineering, and Product teams
Technical Project Managers