Service Desk Analyst

Are you passionate about technology and delivering excellent customer service? Do you enjoy solving problems and helping others get the most from their IT systems?

At Arriva, we're looking for a Service Desk Analyst to join our IT team and play a vital role in keeping our business connected and running smoothly. As the first point of contact for IT support, you'll provide technical assistance to colleagues across the organisation, helping to resolve issues efficiently while delivering an outstanding customer experience.

What you'll be doing

As a Service Desk Analyst, you will:

• Act as the first point of contact for IT-related queries via phone, email, and face-to-face support.
• Troubleshoot and resolve a wide range of hardware, software, and network issues.
• Log, prioritise, and manage support requests through our IT Service Management system.
• Escalate more complex issues to specialist teams and track progress through to resolution.
• Support employee onboarding and offboarding by setting up user accounts and IT equipment.
• Contribute to our knowledge base by documenting solutions and best practices.
• Carry out routine system checks and preventative maintenance activities.
• Ensure compliance with IT policies, procedures, and security standards.
• Support the delivery of IT projects and technology improvements across the business.

What we're looking for

We're keen to hear from candidates who have:

• Previous experience in a Service Desk, Helpdesk, or IT Support role.
• Strong knowledge of Windows operating systems and Microsoft Office applications.
• An understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.
• Experience using IT Service Management tools such as ServiceNow or Jira Service Management.
• Excellent communication skills and the ability to explain technical issues to non-technical users.
• Strong troubleshooting and problem-solving abilities.
• A customer-focused approach and commitment to delivering a high-quality support service.
• The ability to manage multiple priorities in a fast-paced environment.

Desirable

• ITIL Foundation certification.
• Relevant IT qualifications such as CompTIA A+, Microsoft Certified, or similar certifications.

Why Arriva?

At Arriva, you'll be joining a supportive and collaborative team where your contribution truly makes a difference. We are committed to investing in our people, providing opportunities for learning, development, and career progression within a leading international transport organisation.

If you're looking for a role where you can develop your technical skills, work with a variety of technologies, and help support colleagues across the business, we'd love to hear from you.

Apply today and take the next step in your IT career with Arriva.

📅 Closing Date: Friday 4th September.