Service Desk Analyst Sunderland, North East England, England

DB Arriva

Full Time Sunderland, North East England, England 10.56 - 12.04 GBP Today

Job description

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.

We are recruiting a Service Desk Analyst to join the team out of Doxford Park, Sunderland. This is a permanent role.

The role of Service Desk Analyst will provide technical support to colleagues across the business and join a team with fantastic progression opportunities. The team of Service Desk Analysts operate on a shift model with 8-hour shifts including breaks from 07:00 - 19:00 Monday to Friday and 09:00 - 17:00 Saturday, Sunday and Bank Holidays. The Service Desk champions great customer service in accordance with the Arriva values in a very fast paced environment.

Responsibilities of the role include, but are not limited to:

Be the first point of contact for IT users across Arriva Group.
Field inbound calls, emails, self-service and live chats.
Log, prioritise, and respond to incidents and requests in a timely manner.
Resolve incidents and requests in a timely manner, associated with hardware and/or software for local and remote users, trouble shooting, diagnosis and updating relevant records.
Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
Contribute to the creation and distribution of support documentation.
Input to the knowledge management system.
Perform simple security administration tasks and maintain relevant records and documentation.
Manage ITSM tool content and ensure it is up to date.

About you

Ideally, you are an experienced Service Desk Analyst who has worked in a similar role and environment (ITIL aligned service desk).

You demonstrate knowledge and skills in the following areas:

Windows XP/7/10 & Windows 2008, 2012 Server
MS Exchange, Office 365 & Antivirus protection
Microsoft System Center Configuration Manager (SCCM)
Active Directory
Mobile device management tools
Remote control tool sets
Managing PC Setup and Deployment
General Networking and Routing - LAN/WAN/Wi-Fi

An ITIL qualification and understanding of Access Management tasks for ERP Systems (SAP, Workday) is desirable.

This role is also a great opportunity for a graduate, and all candidates should have:

Strong communication skills, both written and verbally and the ability to deal with a variety of stakeholders across the business.
Strong problem solving skills and a willingness to learn
The ability to work collaboratively with colleagues.
A passion for technology, and motivated to contribute towards continual improvement.
A friendly approach to colleagues across the business, providing excellent customer service.
You are aligned to Arriva’s values: caring passionately, doing the right thing and making a difference.

What we can offer you (in addition to your base salary):

Generous pension plan
Hybrid working with family friendly working conditions
25 days holidays and 8 bank holidays, with the option to purchase up to 10 additional days (Note the 2023 window has now closed)
Access to our Employee Assistance Programme (EAP)
Cycle to Work Scheme
The Village – our Online Reward Gateway for high street discounts and more
Arriva Bus Pass which gives you and your family free travel on all Arriva bus services outside London (T&C’s apply).
Global Arriva Inclusion Network (GAIN)- a community of people who are passionate about equality, diversity and inclusion.

Why work for us?

Arriva is a people focused business. In every part of Arriva, our people deliver high standards of customer service and work together to demonstrate kindness, determination, and resilience.

Our values were created by Arriva people. They guide our actions and the way we work, helping to reflect and shape our culture. They focus on caring, integrity and making the difference.

Our people choose to work for us, and to stay with us, because we are a great place to work. At Arriva, we strive to create a culture where we can all be ourselves, where we belong, feel respected and our differences celebrated.

We actively seek out and value difference. We want our business to reflect the wide range of communities in which we operate, so we can serve them even better.

The closing date for applications is Friday 19th May 2023. Arriva Group reserve the right to close this vacancy early.

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