Service Desk Pro: Elevate IT Support & Troubleshooting

Arriva Group; North East; On-site; GBP 26,000 - 34,000; Full time

Job summary

Arriva Group is seeking a Service Desk Analyst to join its IT team in the North East of England. You will be the first point of contact for IT support, resolving issues and delivering a high-quality customer experience across the organisation.

Responsibilities include troubleshooting hardware, software, and network problems, logging requests, and assisting with onboarding and security compliance. You will contribute to knowledge base materials and support IT projects across the business.

Qualifications

• Experience in a Service Desk, Helpdesk, or IT Support role.
• Strong knowledge of Windows OS and Microsoft Office.
• Understanding of TCP/IP, DNS, and DHCP networking.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Excellent communication and ability to explain technical issues to non-technical users.
• Customer-focused with strong troubleshooting skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Relevant IT certifications such as CompTIA A+ or Microsoft Certified.

Responsibilities

• Act as the first point of contact for IT-related queries via phone, email, and face-to-face support.
• Troubleshoot and resolve hardware, software, and network issues.
• Log and manage requests through the ITSM system.
• Escalate complex issues to specialists and track progress.
• Support onboarding and offboarding by setting up user accounts and devices.
• Contribute to the knowledge base with solutions and best practices.
• Perform routine system checks and preventative maintenance.
• Ensure compliance with IT policies and security standards.
• Support IT projects and technology improvements across the business.

Skills

Windows OS

Microsoft Office

Networking fundamentals

ServiceNow

Jira Service Management

Communication skills

Troubleshooting

Customer-focused

Multi-priority management

Education

CompTIA A+

Microsoft Certified

Tools

ServiceNow

Jira Service Management

Job description

Arriva Group is seeking a Service Desk Analyst to join its IT team in the North East of England. You will be the first point of contact for IT support, resolving issues and delivering a high-quality customer experience across the organisation.

Responsibilities include troubleshooting hardware, software, and network problems, logging requests, and assisting with onboarding and security compliance. You will contribute to knowledge base materials and support IT projects across the business.