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Service Desk Analyst
ICT
Company shared salary
NA
Market rate
2,000 GBP–2,500 GBP/mo (24,000 GBP–30,000 GBP/yr)
Based on similar roles (title + domain + location).
About the Company
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.
Responsibilities
- ● 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.
- ● 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.
- ● 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.
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