IT Service Support Analyst

XC Trains Limited; Birmingham; On-site; GBP 33,000 - 35,000; Full time

Job summary

XC Trains Limited in Birmingham is seeking an IT Service Support Analyst for a 12-month FTC. The role focuses on 2nd line support across Microsoft technologies, Active Directory and Exchange, with a strong emphasis on customer service and documentation. Office-based with occasional travel to depots across the network.

Applicants should have at least 2 years in IT support, experience with SLAs and ITIL, and a proactive, collaborative mindset. Closing date 16 October 2026; salary £33K–£35K.

Qualifications

• 2+ years' experience in IT support/service desk.
• Strong incident management experience with stakeholder communication.
• Experience meeting SLA targets for incidents, requests and problems.
• Knowledge of Active Directory and Exchange administration.
• Strong Windows and Microsoft 365 support skills.
• Outlook troubleshooting in business environments.
• Excellent communication, organizational and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritise workloads in a fast-paced environment.
• Practical understanding of ITIL.
• Up-to-date knowledge of IT infrastructure and best practices.
• Ability to learn new technical information quickly.
• Attention to detail and commitment to service excellence.
• Team-oriented and collaborative.

Responsibilities

• Provide 2nd line technical support for IT systems, applications and users.
• Diagnose, troubleshoot and resolve hardware, software and network-related issues.
• Manage incidents, service requests and problems in line with SLAs.
• Communicate effectively with users and provide regular updates.
• Support Microsoft operating systems and the Microsoft 365 environment.
• Administer Active Directory users, groups and Exchange functions.
• Troubleshoot Outlook within a networked environment, including permissions and delegation.
• Create and maintain technical documentation, user guides and knowledge base articles.
• Work collaboratively with internal teams, suppliers and stakeholders to resolve complex issues.
• Contribute to IT service improvement initiatives and best practices.

Skills

IT support

Active Directory

Exchange administration

Microsoft 365

Outlook troubleshooting

Incident management

Customer service

ITIL knowledge

Windows OS

Network troubleshooting

Documentation

Education

A-Level equivalent or industry experience

ITIL Foundation certification

Degree-level education or equivalent

MCSE or Microsoft certifications

PRINCE2/APMP or equivalent

Tools

Microsoft 365

Exchange Admin

Active Directory

Job description

IT Service Support Analyst - 12 Month FTC Location: Birmingham (Primarily Office-Based with travel to our depots across the network as required) Closing Date: 16th October 2026 Salary: £33K to £35K

Are you a proactive IT professional with a passion for delivering exceptional technical support and customer service? We're looking for a talented IT Service Support Analyst to join our team in Birmingham, providing expert support across a diverse range of systems, applications and technologies. This is an exciting opportunity for an experienced IT support specialist who enjoys troubleshooting technical issues, working collaboratively with users and colleagues, and playing a key role in maintaining high-quality IT services.

About the Role

As the IT Service Support Analyst, you will be responsible for diagnosing, resolving and escalating IT incidents and service requests while ensuring excellent customer experiences. You'll work across a broad range of Microsoft technologies, providing technical expertise and support to colleagues and stakeholders. Alongside technical troubleshooting, you'll contribute to IT administration, system documentation, user guides and knowledge base articles, helping to drive continuous improvement across IT services. While the role is mainly office-based in Birmingham, occasional travel to meet colleagues, clients and suppliers, including overnight stays, may be required.

Key Responsibilities

• Provide 2nd line technical support for IT systems, applications and users.
• Diagnose, troubleshoot and resolve a wide variety of hardware, software and network-related issues.
• Manage incidents, service requests and problems in line with agreed SLAs.
• Communicate effectively with users, managing expectations and providing regular updates.
• Support Microsoft operating systems and the Microsoft 365 environment.
• Administer Active Directory users, groups and Exchange functions.
• Troubleshoot Outlook within a networked environment, including permissions, calendar sharing and delegation.
• Create and maintain technical documentation, user guides and knowledge base articles.
• Work collaboratively with internal teams, suppliers and stakeholders to resolve complex technical issues.
• Contribute to service improvement initiatives and IT best practices.

About You

We're looking for someone who combines strong technical expertise with a customer-focused approach.

Essential Skills & Experience

• Minimum 2 years' experience in an IT Support or Service Desk environment.
• Strong incident management experience, including stakeholder communication and expectation management.
• Experience working to SLA targets for incidents, requests and problem management.
• Knowledge of Active Directory and Exchange administration.
• Strong experience supporting Windows operating systems and Microsoft 365 applications.
• Experience troubleshooting Outlook in a business environment.
• Excellent communication, organisational and customer service skills.
• Strong analytical and problem-solving abilities.
• Ability to prioritise workloads effectively in a fast-paced environment.
• Practical understanding of IT Service Management frameworks such as ITIL.
• Up-to-date knowledge of IT infrastructure, technologies and industry best practice.
• Ability to quickly learn and retain new technical information.
• Strong attention to detail and commitment to service excellence.
• Comfortable working collaboratively within a team environment.

Desirable Skills & Experience

• Experience identifying and mitigating business risks.
• Experience within the transport or rail industry.
• Knowledge of information security and data protection standards, including ISO 27001.
• Awareness of project management methodologies such as PRINCE2.

Qualifications

• Good standard of education (A-Level equivalent or relevant industry experience).
• ITIL Foundation certification.
• Degree-level education or equivalent professional experience.
• Microsoft certifications such as MCSE.
• Project Management qualification (PRINCE2, APMP or equivalent).

Why Join Us?

• Opportunity to work with a wide range of technologies and systems.
• Supportive and collaborative team environment.
• Professional development and career progression opportunities.
• Chance to make a real impact through the delivery of high-quality IT services.

Diversity & Inclusion

We welcome applications from people of all backgrounds, identities and experiences, including women, people from ethnic minority / global majority backgrounds, people with disabilities, neurodivergent people, LGBTQ+ colleagues and those with caring responsibilities. We believe that inclusion drives innovation. We're committed to building a culture where everyone can thrive, contribute their ideas and reach their full potential.

Arriva is a leading provider of passenger transport across Europe, employing around 34,400 people and delivering around 1.6 billion passenger journeys. With buses, trains, coaches, trams, waterbuses, bike-sharing systems, on-demand transport solutions and a rolling stock leasing company, Arriva proudly connects people and communities safely, reliably and sustainably across 11 countries, delivering these services in a better way, every day. The activities of Arriva are divided into four business units: UK Bus, UK Trains, The Netherlands and Mainland Europe. Arriva has passenger transport operations in the Czech Republic, Croatia, Hungary, Italy, the Netherlands, Poland, Slovakia, Slovenia, Spain and the United Kingdom, and also operates a rolling stock leasing company in Romania.