Arri v a is a lea d i n g Eu r op e an p a s s e n g e r tr ansp ort p art n e r, o p e rati n g in 11 co un tries a cro s s th e U K an d E u r op e. T h e c o m p a n y e m p lo y s a r oun d 35, 000 p e o p l e, d e li v e ri n g mo r e th an 1.5 b illion p a s s e n g e r j ou r n e y s c onn e cti n g p e o p le an d c o mm un ities s a f e l y, r e lia b ly a n d s u s t a i n a b l y. We h a v e s tr on g r o ots d a t i n g b ack t o 1938, an a m b iti ou s g r o w th an d s u s t a i n a b ility a g e n d a, an d a co n ti nu o us ly d e v e lo p i n g relati onsh ip with I S qu ar e d Ca p i t al – a glo b al i n f ra s tr u ct u re i nv e s tm e n t f un d ma n ager - wh o a c qu ir e d Ar r i v a 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. Th e S e r v ice D e s k A n al ys t is r e sp o ns i b le for t h e follo w i ng : • Fi e ld i nb o un d c a ll s, s e l f - s e r v ice a ction o f t icket s, l o g, p riori t i s e, r e s ol v e, t rack a n d r e sp o n d t o i n cide n ts a n d r e q ue s ts in a t i me ly ma nn e r. • Y ou will b e th e f ir s t p oi n t of c on t a ct f or IT us e rs a cro s s th e Arri v a gro up, op e rati n g o n a sh i f t m o d e l with 8 h o u r sh i f ts (i n clu d i n g b r e a ks ). Y ou will b e p art of a s h i f t team on a r o ta wor k i n g 07:00 – 19 : 0 0 M o n – Fri an d 09:00 – 17 : 0 0 S at & S un. • Y ou will c h a m p ion great c us t o me r s e r v i c e in a ccor d a n ce wi t h th e Ar r i v a v al u e s in a v e ry fa s t p aced e nv iro n me n t. • Y ou will of fe r t e c hn ical ans w e rs an d r em ote h e lp t o a v ari e d ra n ge o f qu e ri e s s e arc h i n g kn o w l e d ge b a s e s an d a l w a y s a s s i s ti n g th e c u s t ome r w ith y o u r co n t a ct. • Y ou will m a n age a ra n ge o f i ssu e s th at n ee d r e s ol v i n g an d w ill r e s ol v e th e m us i n g y o u r tech n ical kn o w - h ow o r y ou will e s cal a te t o th e wi d e r IT t e am s. • Y ou will w ork o n impr ov i n g f i r s t time fix e s an d c on tri bu te t o w ar d s th e c on ti nu al i m p r ov e m e n t c u lt u r e. Direct responsibilities: • Y ou will m a n age i nb o un d r e qu e s ts an d i n cide n ts a cti n g a s t h e ro u ti n e c on t a ct p oi n t, r e c e i v i n g an d h a nd ling r e qu e s ts for supp ort b y r e sp o nd i n g t o a b r o ad ra n ge o f s e r v ice r e qu e s ts for supp ort b y p r o v i d i n g i n f orma t ion t o ful f il req u e s ts o r e n a b le r e s ol u ti on. • Y ou will m a n age, ca t e gori s e, a n d p riori t i s e a ll tickets from th e mo n it o ri n g sys te m s. • Y ou will p r ov i d e t r oub l e sh ooti n g an d a s s i s t r e s ol u ti o n o f p r o b l em s ass ociated s o f tware a n d h ar d w are for b o th l o cal a n d r em ote us e r s. • Y ou will p r ov i d e fir s t line t r o u b l e sh ooti n g an d d iag n o s is t o p r o m p tly a lloca t e un r e s ol v e d i ssu e s as a p p r op r i a t e. • Y ou will ass i s t w ith th e d e v e lo p me n t of s t and ar ds, a n d a p p ly th e s e t o t rack, mo n it o r, r e p ort, r e s ol v e o r e s cal a te i ssu e s. • Y ou will c on tri bu te t o th e cr e a t ion o f s upp ort d oc u me n t a ti on. • Y ou will i npu t to th e kn o w l e d ge ma n ag e me n t sys te m. • Y ou will p e r f orm s i m p l e s e c u r ity ad m i n i s tr a ti o n t a s ks a n d mai n t a in r e l e v a n t r e cor d s a n d d oc u me n t a ti on. • Y ou will m a n age I T SM t ool c o n tent a n d e nsu re it is u p t o d a te. • Co n tri bu te t o a c on ti nu o u s impr ov eme n t c u lt u r e. T h e b e l o w kn o w l e d g e, s kills an d ex p e ri e n ce a r e e ss e n ti a l f o r t h is rol e : • D em o ns tr ab le e x p e ri e n c e w o r k i n g in a I T IL alig n e d Ser v ice D e s k. I T IL qu alificati o n w o u ld b e a n adv a n t a g e. • Willing n e s s t o learn an d e m b race c h a n g e. • D em o ns tr a te t e a mw ork a t t h e h ighe s t l e v e l, a h ighly c o lla b orati v e app r o ach t o d ay t o d a y a cti v itie s. • 2 y e ar s ’ ex p e ri e n ce w ith th e f ollo w i n g t e c hn olog i e s : o Wi nd o w s 7/10/11 o Wi nd o w s 2008, 201 2, 2 0 19 S e r v e r o MS E xc h a n ge o Acti v e Dire c t o ry o O ff i c e 365 o MS A zu r e / En tra o MS I n t un e o M ob ile De v i c e Ma n ag e me n t t o ols o R em ote co n tr o l t ool s e ts o Ma n agi n g PC s e t u p an d d e p l o y me n t o Micro s o f t D e f e nd e r a n ti v ir u s p r o tection o Ge n e ral N e t w or k i n g an d R ou ti n g - LA N /WA N /W i Fi T h e b e l o w kn o w l e d g e, s kills an d ex p e ri e n ce a r e d e s ira b le f or t h is rol e: • An I T IL qu alificati o n (fo und a t ion o r a b o v e ) • U nd e r s t and i n g o f Acc e s s Ma n age m e n t t as ks for E RP S ys te m s (SAP, W or kd a y ) be n ef icia l. T h is j o b d e s cri p ti o n s e ts o u t t h e m ain du ties a n d r e sp o n s i b ilities of t h e j o b - h ol d e r. It d o e s n ot co ns ti tu te an e x h a u s ti v e or compr e h e ns i v e d e s cri p ti o n of du ties a n d t h e j o b h ol d e r w ill b e r e qu ir e d to carry o u t a n y a dd iti on al t a s ks as a n d w h e n r e qu e s ted to d o s o b y t h e ir m a n ager. R e sp o ns i b ilities a n d du ties m ay al s o c h a n ge in lig h t of f u t u re bus i n es s n ee d s a n d p e r s o n a l d e v e lo p me n t. The closing date for applications is Tuesday 3rd February 2026. Arriva Group reserves the right to close this vacancy early.