Arriva is one of the largest providers of passenger transport in Europe, delivering nearly two billion passenger journeys across ten European countries each year. We are recruiting for a Service Desk Analyst to join the team out of Doxford Park, Sunderland on a temporary basis for up to 12 months. The role of Service Desk Analyst provides 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 dynamic, fast-changing environment and as such we are looking for candidates who are: Excellent communicators, both written and verbally with the ability to deal with a variety of stakeholders across the business. Proactive problem solvers with willingness to learn. Collaborative. Passionate for technology, and motivated to contribute towards continual improvement. Friendly faces across the business, providing excellent customer service. Aligned to Arriva’s values: caring passionately, doing the right thing and making a difference. Experience in a similar role and environment may be something you have, but we are keen to hear from individuals who are ready to start their career in IT too 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. What we can offer you (in addition to your base salary): The opportunity to grow and enhance your skillset and knowledge. True hybrid working - allowing colleagues to focus on where they can best deliver, whilst still allowing for the required work life balance. A generous pension plan Life Assurance plus access to one of the UK’s largest networks of medical professionals Free parking and gym on site in a modern office, with excellent transport links 25 days holidays and statutory bank holidays per year, with the opportunity to purchase holiday. Please note the window for 2024 holiday purchase is now closed and therefore the ability to purchase will commence for holiday year 2025. Access to our Employee Assistance Programme (EAP) Access to discounts and cash back through ‘The Village’ – our Online Reward Gateway Eyecare vouchers The opportunity to join our Employee Experience Forum – a community of people leading activity and initiatives to enhance Wellbeing, Career Development and Communications within our community in the Corporate Centre. The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion Free Arriva bus travel for you and immediate family outside of London – T&C’s apply And a truly wonderful team to be joining 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 4th October 2024. Arriva Group reserve the right to close this vacancy early.