Service Desk Analyst Sunderland, North East England, England
Job description
About Arriva
Arriva has a long history dating back to 1938 when the Cowie family opened a second-hand motorcycle shop in Sunderland, UK. Little did we know it would become the first chapter in our incredible story that would see us grow to become a pan-European passenger transport partner.
Today, we are diversified across 12 countries, holding leading market positions in many markets across the countries we operate in. We are one of the largest transport services organisations in Europe, employing c.39,000 employees and delivering more than 1.2 billion passenger journeys every year.
In our Service Desk Team we offer great support as well as offering a path of progression for those looking to develop within Service Management. It is not uncommon to promote 30-40% of the team into our wider Technology teams (BI, Data, Enterprise Applications, and Infrastructure Operations), so we can offer you a genuine opportunity to grow your career here at Arriva.
About the role
As a Service Desk Analyst you will field inbound calls, emails, self-service and live chat. To log, prioritise, resolve, track and respond to incidents and requests in a timely manner. Quite simply, it's in important role, as you will be the first point of contact for IT users across Arriva Group.
We operate on a shift model with 8-hour shifts (including breaks) and you will be part of a great "shift" team on a 07:00 – 19:00 rota working Mon – Fri and 09:00 – 17:00 Sat & Sun (and Bank Holidays). We champion great customer service in accordance with the Arriva values in a very fast paced environment.
The day to day of your role will involve assisting our customers and offering technical answers and remote help to a varied range of queries. This could be problems associated with hardware and/or software for local and remote users, troubleshooting, diagnosis and updating relevant records and documentation. You will manage a range of issues that need resolving.
So, either you will resolve them using your technical know-how, or escalate to the wider IT teams. Ultimately, you will strive for improving first time fixes and contribute towards the continual improvement culture.
About you
Ideally, you can demonstrate experience in a Service Desk role, with knowledge and skills in the following areas:
- Windows 7/10
- Windows 2008, 2012 Server
- MS Exchange, Active Directory, Office 365 & Endpoint antivirus protection
- SCCM
- Mobile Device Management tools
- Managing PC Setup and Deployment
- General Networking and Routing- LAN/WAN/Wi-Fi
However, should you not have the desired skills and experience listed above, but perhaps are a recent graduate, we would still love to hear from you... All we ask is you have great communication, problem-solving skills, a passion for technology, good customer service and can bring the willingness to learn, embrace change and work collaboratively.
We are passionate about developing a positive culture and an authentic work / life balance through our hybrid working offer. We will ensure you have the right tools and technology available to carry out your role.
We can promise you:
- Really great career development opportunities.
- A newly refurbished Head Office with a modern working environment. Make it through the early morning traffic to free parking and a free hot drink.
- A Hybrid working model, which is 2 days on site, 2 days at home and the final day a flex week to week.
- 25 days holidays and 8 bank holidays, with the option to purchase up to 10 additional days.
- "Arriva Village" - our employee rewards and benefits scheme to help you make savings on every day purchases.
- Free bus pass for you and your family.
- Our Employee Assistance Programme and our Global Arriva Inclusion Network (GAIN)- a community of people who are passionate about equality, diversity and inclusion.
Job Type: Permanent
Salary: £23,250.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- On-site parking
- Store discount
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Sunderland, SR3 3BE: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Technical support: 1 year (required)
- Customer service: 1 year (required)
Work Location: Hybrid remote in Sunderland, SR3 3BE
