952 Jobs in Crookham

Position

Principal Service Desk Analyst

Reports to: Service Support Manager

Main purpose of the position

Arriva is one of the largest transport services organisations in Europe, employing more than 60,000 people and delivering more than 2.2 billion passenger journeys across 14 European countries every year. We have strong roots dating back to 1938, an ambitious growth agenda, and a continuously developing relationship with I Squared who acquired Arriva in 2024.

The Principal Service Desk Analyst is a senior technical and operational role within the Service Desk team, responsible for providing expert-level support to end users, acting as a technical escalation point, and contributing to the leadership and development of the Service Desk function. This role combines hands-on service desk responsibilities with mentoring, quality assurance, and line management duties to ensure high standards of service delivery and continuous improvement.

Please note, due to the nature of the role, this role will be part of an on-call rota working 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat & Sun. (07:00 – 19:00) to deliver 24/7 service. 

Direct responsibilities

Operational Support

Act as a first point of contact for IT incidents and service requests via phone, email, live chat, and self-service portals.

Provide advanced troubleshooting and resolution for complex technical issues across platforms including Windows 10/11, Office 365, Active Directory, SCCM/Intune, and remote access tools.

Maintain ownership of high-priority tickets and ensure timely resolution or escalation in line with SLAs.

Technical Escalation & Expertise

Serve as the primary escalation point for Service Desk Analysts on technical issues.

Lead root cause analysis and contribute to problem management processes.

Maintain and share technical knowledge through documentation and training sessions.

Team Leadership & Line Management

Provide day-to-day guidance and mentoring to Service Desk Analysts.

Support onboarding and induction of new team members.

Conduct regular performance check-ins and contribute to development planning.

Assist the Service Support Manager in scheduling, workload balancing, and shift coordination.

Quality & Continuous Improvement

Monitor ticket quality and adherence to service desk processes.

Deliver refresher training and promote best practices in customer service and technical troubleshooting.

Identify opportunities for process improvement and automation.

Knowledge, skills and experience

Essential

• Proven experience in a senior service desk or technical support role.
• Strong knowledge of ITSM tools and practices.
• Excellent communication and interpersonal skills.Ability to lead by example and foster a collaborative team environment.

Desirable

• Experience with line management or team leadership.
• ITIL Foundation certification.
• Familiarity with enterprise environments and large-scale IT operations.

Key attributes

• Improved Customer Experience, measured in CSAT, Ticket Quality and opportunities for Customers to Self-Serve.
• Enhance the brand reputation of the IT division across Arriva Group.
• Reduce the number of issues escalated to Senior Management.
• Improve first contact resolution rate (reduce the number of incidents escalated to second/third line). Reduction of Aged tickets.
• Training and mentoring Service Desk to reduce skills gaps and ensures a consistent approach is adopted.
• Delivering or exceeding against agreed objectives, KPIs and SLA’s.
• Demonstrates the Arriva Values, and is part of positive change needed to embed service improvements.

Stakeholder relationships

• The IT Service Desk team
• Third Party Suppliers
• Field Support/ Site Engineers
• Information Security
• ITSM Process Analysts and Manager
• Technical Services, Platform Engineering, and Product teams
• Technical Project Managers
• Arriva Operating Companies

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager.  Responsibilities and duties may also change in light of future business needs and personal development.

Oracle Fusion Programme Director (L5) - Minimum 12 months FTC

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe. The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably. We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.

The Programme Director is accountable for the successful delivery of a large, complex, and high-impact transformation programme. This role provides strategic direction, leadership, and oversight across Oracle Fusion workstreams, ensuring alignment with business objectives, stakeholder engagement, and realisation of defined benefits.

Direct responsibilities:

Strategic Leadership:

- Lead the end-to-end planning, execution, and governance of a strategic programme.

- Act as an advisor to the Transformation Director, providing insight and recommendations on programme progress, risks, and alignment.

Programme Governance & Controls:

- Maintain programme governance frameworks and reporting structures.

- Ensure programme is compliant with organisational policies and financial controls.

- Chair key steering forums.

Stakeholder Engagement & Communication:

- Manage senior stakeholders to ensure continued alignment and support.

- Serve as the face of the programme, driving clear communication and stakeholder engagement plans.

Delivery Oversight:

- Oversee multiple interdependent workstreams to ensure on-time, within-scope, and within-budget delivery.

- Proactively manage risks, issues, dependencies, and change control processes.

- Ensure delivery teams are aligned, well-resourced, and accountable.

Knowledge, skills and experience:

- Strong leadership and influencing skills

- Excellent programme management capabilities across complex, multi-stakeholder environments

- Executive-level communication and presentation skills

- Strategic thinking with a focus on value delivery and impact

- Deep understanding of change management, organisational design, and business transformation

- 10+ years of experience in leading large-scale, cross-functional programmes

- Proven track record of delivering enterprise-level transformations (e.g., digital, ERP, M&A integration)

- Certifications in programme/project management (e.g., MSP, PgMP, PRINCE2, PMP) desirable

- Experience in managing executive-level stakeholders and governance

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager. Responsibilities and duties may also change in light of future business needs and personal development.

The closing date for applications is Monday 22nd September 2025. Arriva Group reserves the right to close this vacancy early.

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe.  The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.

We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.

T h e G rou p Dire cto r of BI (B us in e s s In tell ige n ce ) an d Dat a is a key mem b e r of Arriv a’ s G rou p IT Lead e rsh ip Te am, p lay in g a v ita l ro le in s h ap in g an d d e live rin g th e e n terp ris e - w id e d at a s tra tegy. Wh ile th is ro le d oe s n ot h av e d ire ct re p orts , it re qu ire s s tro n g in f lu e n cing s kill s an d th e ab ility to w ork collab orativ e ly w ith Dat a Plat f or m a n d BI Produ ct teams to ach ie v e re su lts . T h e su cce ss f u l cand id at e w ill s e t th e s tand ard f or te chn ology le ad e rsh ip w ith in th e team, act in g as a ro le m od e l th rou gh th e ir e xp e rti s e , v is ion , an d h ighly collab orativ e app ro ach .

T h is le ad e r is re sp ons ib le f or e nsu rin g th at rigorou s d at a gove rn an ce , qu ality , acce ss ib ility , an d s e cu rity are m ain ta in e d a cros s th e organ is at ion . By f os tering a cu ltu re of d at a - d riv e n d e cis ion -m ak in g, th e G rou p Dire cto r w ill h e lp trans f orm Arriv a in to an  in s ight - d riv e n

bus in e ss , d e liv e rin g a ction ab le an aly tics an d supp ortin g s tr at e gic go als .

Direct responsibilities:

•   En terp ris e Dat a Stra tegy: De v e lop an d ow n Arriv a’ s d at a s tra tegy, en su rin g i t align s w ith compan y ob jec tive s an d p os itio n s d at a a s a s tra t e gic as s e t f or bus in e s s growth .

•  Role   Mod e l   T e chn ology   Le ad e rsh ip :   Dem ons tra te   an d   p ro m ote   e xe m p lary techn ology le ad e rsh ip s kills as a v is ib le mem b e r o f th e G ro u p IT Lead e rsh ip Te a m , s e tt in g h igh s tand ar d s for in n ov at ion , in tegrity , a n d co llab o ration .

•  De liv e r T h rou gh In f lu e n ce : Ac h ie v e re su lts b y p artn e rin g w ith Dat a Plat f orm an d BI Produ ct tea m s , le v e raging th e ir e xp e rtis e to de liv e r i m p act f u l d at a an d BI in itia tiv e s with ou t d ire ct line man agem e n t.

•   Cros s - Bus in e s s  Collab oratio n :  Wo rk  w ith  key  le ad e rs  f ro m  acros s  Arriv a’ s bus in e ss e s to id e n tify an d re alis e opp ortun ities w h e re d at a an d ins ight can d riv e bus in e s s improv eme n t an d o pe ration al e xce l le n c e .

•   Dat a G ov e rn an ce an d Con tro l: G u id e th e d e v e lop me n t an d adh e re n ce to robus t d at a gov e rn an ce p ractice s , e nsu rin g d at a in tegrity , complian ce , an d effe ctiv e d at a s tew ardsh ip th rou gh ou t th e o rgan is at ion .

•   Bus in e s s  In tellige n ce  Solu tio ns :  Lead  th e  ad op tio n  an d  e nh an ceme n t  of  BI s olu tion s th at are s calab le , se cu re , an d ta ilored to th e or gan is at ion ’s e v olv in g n ee ds .

•   Dat a Qu alit y an d Acce ss ib ility : Ov e rs e e in itia tiv e s th at gu ara n tee accu rate, tim e ly , an d e as ily acce ss ib le d at a to supp ort e v id e n ce - b as e d d e cis ion s at e v e ry le v e l of th e bus in e ss .

•   Ins ight De liv e ry : T rans f orm comple x d at a in to act ion ab le ins ights , re p orts , an d p e rf orman c e me tri cs to e n ab l e s tra tegi c p lann in g an d op e ra tion al im p rov eme n ts .

•   Inn ov at ion a n d Ad op tion : E n cou rage th e exp lora tio n an d imple me n ta tio n o f n e w BI an d d at a techn ologie s an d me th od ologie s , e nsu rin g Arriv a rem ain s at th e f oref ron t of d at a - d riv e n v alu e creat ion .

•   Cultu re & Chan ge L e ad e rsh ip : Cha m p ion a  cu ltu re of d at a literacy , an aly tics ad op tion , a n d ev id e n ce - b as e d d e cis ion -m ak in g a cros s th e o rgan is at ion .

•   Sta keh old e r En gageme n t: S e r v e as a tr us ted a dv is or an d co llab orativ e p artn e r to bus in e s s  le ad e rs ,  f acilita tin g  align me n t  b e tw ee n  tech n ology  an d  bus in es s ob jec tiv e s .

Knowledge, skills and experience:

•    Bach e lor’ s   or   Mas ter’s   d e gre e   in   Com pu ter   Sci e n ce ,   D at a   Scie n ce ,   Bus in e s s An aly tics , In f ormat ion Sys tem s , or re lat e d f ie ld ; an MB A or s im ilar adv an ce d qu alificatio n is a p lus .

•   Sig n if ican t  e xp e ri e n ce  le ad i n g  d at a,  BI,  or  an aly tics  i n itia tiv e s —p articu larly th rou gh in f lu e n ce an d co llab oratio n rath e r th an d ire ct line man agem e n t.

•   Re le v an t b ack groun d w ith in Arriv a’ s core indus tries (tran s p orta tion , m ob ili ty , or related sectors) is essential.

  •    Dem ons tra ted e xp e rtis e in en terp ris e d at a gov e rn an ce , BI s tra tegy, an d large - s cale an aly tics p ro gramme s .

•   Stron g kn ow le d ge o f le ad in g B I p lat f orms , d at a arch itec tu re , an d complian ce (e . g., G DPR).

•  Prov e n tra ck re cord of trans lat in g comple x bus in e s s ch allen ge s in to act ion ab le d at a s olu tio n s

•   Ou ts tand in g comm un ication , in terp e rs on al, an d s ta keh old e r m an agem e n t s kills , w ith a co llab orativ e an d en gagin g lead e rsh ip s ty le .

•    Com m itm e n t to con tinu ou s im p rov e m e n t an d f os tering in n ov at ion amon g p ee rs an d p artn e rs .

Key attributes:

• Stra tegi c v is ion an d bus i n e s s i ns ight

•Te chn ology leade rsh ip an d rol e modelling

• Influence and collaboration across teams

• Analytical thinking and solution orientation

• Clear communication of complex topics

• Resilience and adaptability

• Operational excellence and delivery focus

T h is p os itio n re p orts d ire ctly t o th e G rou p Chief In f ormat io n Off ice r ( CIO) an d is an act iv e m e m b e r o f th e G rou p IT L e ad e rsh ip Te am, w ork in g clos e ly w ith Dat a P lat f orm an d BI Produ ct teams an d co llab orati n g wid e ly a cros s a ll Arriv a bu s in e s s un its .

T h is jo b d e s crip tio n s e t s ou t th e m ain du ties an d re sp o ns i b ilities of th e jo b - h old e r. It d oe s n ot cons tit u te an e xh au s tiv e or compre h e ns iv e d e s crip tio n of du ties an d th e jo b h old e r w ill b e re qu ire d to carry ou t an y a dd ition al ta s ks a s a n d w h e n re qu e s t e d to d o s o b y th e ir m an ager.   Re sp ons ib ilities an d du ties m ay als o ch an ge in ligh t of f u tu re bus in e s s n ee d s an d pe rs on al d e v e lop me n t.

The closing date for applications is Wednesday 17th September 2025 . Arriva Group reserves the right to close this vacancy early.

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe.  The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.

We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.

As Corp orate IT Se rv ic e s Dire c to r at Arriv a, y ou w ill re p ort d i re ctly to th e Chi e f In f ormat ion Off ic e r an d b e an in tegral p ar t of th e n ew ly e s tab lish e d G r ou p IT Lead e rsh ip Te a m . In th is p iv ota l p os itio n , y ou w ill p rov i d e grou p -w id e s tra teg ic le ad e rsh ip an d v is ion f or th e Se rv ice Man agem e n t, Plat f orms  &  Op e rations ,  an d  Pro du ct  teams ,  e nsu rin g  th e  d e liv e ry  of re liab le , s e cu r e , an d eff i cie n t I T s e rv ice s th at s upp ort Arriv a’ s bus in es s ob jec tiv e s . Y ou wil l b e re sp ons ib le f or t h e e n tire Produ ct cap ab ility w ith in Arriv a grou p IT , e nsu rin g th e d e liv e ry of inn ov at iv e , re liab le , s e cu re , an d eff ici e n t IT s e rv ice s th at su p p ort Arriv a’ s b u s in es s ob jec tiv e s . T h e Dire cto r w ill b e e xp e cted to s e rv e as a ro le m od e l f or accoun tab ility an d

ow n e rsh ip , cu ltiv at in g th e s e be h av iou rs with in th e I T o rgan is at ion an d a cros s a ll te ams .

Direct responsibilities:

•    Finan cial an d Re s ou rce Man a ge m e n t: Ac coun tab le f or ~ £2 0m I T sp e nd , w h ich is e xp e cted to grow s igni f ican tl y as m ore s tra tegi c grou p IT s e rv ice s are d e v e lop e d come und e r grou p le ad e rsh ip , an d a ge ograph ically d isp e rs e d team of 85 FT E . T ak e f u ll r e sp ons ib ilit y f or th e p e rf orman c e , bud ge tin g, an d re s ou rce allo cat ion o f th e teams , w ith a con tin u al f ocu s on cos t op timis at ion an d eff icie n cy im p rov e m e n t. T h is ro le re q u ire s s tra tegi c ov e rs ight of f i n an cial an d re s ou rce m an agem e n t acros s m u ltip le d e p artme n ts , e nsu rin g alignm e n t w ith Arriv a’ s lon g - term bus in e s s go als .

•   Com p re h e ns iv e Produ ct Man agem e n t: Build an d e s tab lis h a n ew , h igh - pe rf or m in g p rodu ct team, cre at in g a cap ab ili ty th at m ax im is e s bus ines s v alu e f ro m Arriv a’ s inv e s tme n t in IT an d d e liv e r s th e re qu ire d b u s in e s s o u tc ome s . Cha m p ion th e e n tire p rodu ct lif e cy cle , f ro m id e at ion to re tir e m e n t, ensu rin g th at p ro d u ct s supp ort bus in es s growth an d cus to me r s at is f act ion . De s ign an d im p le m e n t p rodu ct d e liv e ry p ro ce ss e s , e nsu rin g th at p rodu cts are d e liv e re d ef f icie n tly , d e liv e r th e re qu ire d bus in e s s o u tco me s , m ax im is e bu s in e s s v al u e , an d are ef f e ctiv e ly  ad op ted  an d  co mm un icated w ith in  th e  org an is at ion , d riv in g  u s e r e n gage me n t an d s at is f act ion . T h is ro le in clud e s f u ll r e sp ons ib ility f or th e e n tire Produ ct cap ab ility w ith in Arr iv a, d riv in g inn ov at ion a n d e xce ll e n ce in p rodu c t d e v e lop me n t an d man age m en t.

•   Adv an ce d  Se rv ice  Man age m e n t:  Lead  an d  insp ire  th e  Se rv ice  Man age me n t, Plat f orms & Op e rations , an d Produ ct teams , d riv in g h igh - qu alit y IT p rodu cts , p lat f orm s , s e rv ice s , an d s olu t ion s align e d w ith th e organ is at ion ’s n ee ds . E n su re all IT s e rv ic e s an d p ro jec ts align w ith Arriv a’ s s tra tegi c d ire ction , indus try s tand ard s , an d re gu lat ory re qu ireme n ts . Imple me n t, m on ito r, an d con tin u ous l y im p rov e robus t s e rv ice d e liv e ry m od e ls an d b e s t p ractice s , e nsu rin g cons i s tency an d h igh s tand ard s . T h is ro le r e qu ire s adv an ce d e xp e rtis e in s e rv ice m an age me n t, w ith a focu s o n s tra tegi c a lign me n t an d con tinu ou s improv e me n t.

•   E xe cu tiv e Lead e rsh ip an d Collab oration : Wo rk collab orativ e ly w ith in th e G rou p IT Lead e rsh ip Te am to sh ap e an d im p le m e n t IT s tra tegy in d ire ct p artn e rsh ip w ith th e CIO. Mod e l an d d riv e a c u ltu re of inn ov at ion , collab or at ion , an d con tin u ou s im p rov e m e n t, p ro m otin g ac c oun tab ility an d ow n e rsh ip at e v e ry l e v e l. Prov id e e xp e rt  adv ice  an d  ins ight  t o  s e n ior  s ta keh old e rs on  IT  s tra tegy,  techn olog y inv e s tme n ts , an d in d us try tr e nds . T h is ro le re qu ire s e xe c u tiv e - le v e l le ad e rsh ip an d collab oration , w ith a f ocu s on s tra te gic d e cis ion -m a kin g an d s ta keh old e r e n gage me n t.

•   Stra tegi c  Co m m e rcial  Per f o rman ce :  Driv e  s tron g  com me rcia l  p e rf orman c e , s ee kin g on goin g opp ortu n ities to re du ce th e cos t of IT s e rv ice s w h ile d e liv e rin g e nh an ce d v alu e an d qu ality . De liv e r e ff e ctiv e I T s e rv ic e s th rou gh a b ro ad e cosys tem of p artn e rs , m an a gin g re lat ionsh ip s to e nsu re s e rv ice e xce l le n c e an d re s ilie n ce . De v e lop an d tra ck KPIs an d p e rf orman c e me tri cs to me as u re s e rv ic e ou tco me s an d team e f fe cti v e n e ss . Cult iv at e s tron g re lat ionsh ip s w ith b ot h in tern al bus in e s s p artn e rs an d e xte rn al v e nd ors to sup p ort collab orativ e , bus in e s s -f ocus e d IT d e liv e ry . T h is ro le re qu ire s s tra tegi c ov e rs ight of com me rc ial p e rf orman c e , with a focu s o n v alu e creat ion an d p artn e rsh i p man agem e n t.

Knowledge, skills and experience:

  • E xte ns iv e e xp e rie n c e in a se n ior IT le ad e rsh ip ro le w ith i n Arriv a’ s s e cto r or a re lat e d indus try , w ith a p rov e n u nd e rs tand in g of indus tr y - sp e cif ic ch allen ge s an d opp ortun ities . T h is role re qu ire s a s tra tegi c l e ad e r w ith a b ro ad s cop e o f in f lu e n ce an d a cco un tab ility .

• Adv an ce d e xp e rtis e in I T in f ras tru ctu re , s e rv ice m an ag e m e n t, an d p rodu ct life cy cl e m an agem e n t, w ith a tra ck re cord of e s tab lish i n g an d le ad in g h igh - p e rf or m in g teams . T h is ro le in clud e s full resp ons ib ility for th e grou p P rodu ct cap ab ility with in Arr iv a.

• De m ons tra ted com me rc ial acu me n , w ith  e xp e ri e n ce op timi s in g cos ts  an d  d e liv e rin g in cre as e d v alu e th rou gh IT se rv ice s an d supp lie r p artn e rsh i ps . T h is ro le re qu ire s s tra tegi c ov e rs ight o f co m m e rcial p e r f o rman ce an d p artn e rsh ip man agem e n t.

• Stron g p artn e r m an age m e n t s kills , w ith a h is to r y of d e liv e rin g ef f e ctiv e s e rv ic e s th rou gh d iv e rs e in tern al an d e xte rn al p artn e rs . T h is ro le re qu ire s s tra tegi c ov e rs ight of p artn e r m an agem e n t an d co llab oration .

• Stra tegi c T h in kin g: T h e ab ili t y to s e e th e b ig p ictu re , p lan f or lon g - term i m p act , an d alig n e v e ry p rodu ct d e cis ion to b us in e s s goa ls . T h is ro le re qu ire s s tra tegi c ov e rs ight of p rodu ct m an agem e n t an d d e v e lop m en t.

• Lead e rsh ip an d Peop le Ma n ageme n t: T h e cap ab ili ty to insp ire an d gu id e grou p -w id e p rodu ct teams . T h is role re qu ire s exe cu tiv e - le ve l lead e rsh ip an d co llab oration .

• AI an d Dat a Literacy : U nd e r s tand in g h ow AI to ols w ork, w h at d at a i s n ee d e d , an d h o w algo rith m s aff e ct th e us e r e xp e rie n c e . T h is ro le r e qu ire s adv an ce d e xp e rtis e in AI an d d at a literacy .

• Cus to me r E m p athy : Main ta i n in g a s tron g conn e ction w ith th e us e r an d u nd e rs tand in g

th e ir n ee ds . T h is role re qu ire s adv an ce d exp e rtis e in cus tome r e m p ath y an d en gageme n t.

• E xce ll e n t Com m un ication : Th e ab ili ty to articu lat e v is ion an d s tra tegy cle arly acros s th e organ is at ion . T h is ro le re qu ire s e xe cu tiv e - le v e l co m m un icatio n an d s ta keh old e r e n gage me n t.

• E xce ll e n t le ad e rsh ip an d comm un icatio n ab ili ties , w ith  a  p rov e n re cord of f os terin g cu ltu re s of accoun tab ility , ow n e rsh ip , an d con tinu ou s im p rov eme n t. T h is ro l e re qu ire s e xe cu tiv e - le ve l lead e rsh ip an d co llab oration .

• Stra tegi c th in ker w ith e xp e ri e n ce align in g I T s e rv ic e s an d p rodu cts to b u s in e s s goa ls a n d

ou tco me s . T h is role re qu ire s s tra tegi c ov e rs ight o f I T s e rv ic e s an d p ro du ct m an ageme n t.

• De e p kn ow le d g e of cu rre n t an d eme rg in g techn ologi e s , indus try re gu lat ions , an d IT b e s t

p ractice s . T h is ro le re qu ire s adv an ce d e xp e rtis e in techn o logy an d i ndus tr y re gu lat ion s .

• Sig n if ican t e xp e ri e n ce in a se n ior IT le ad e rsh ip ro le w ith in Arriv a’ s s e cto r or a re lat e d indus try , with a p rov e n u n d e rs tand in g o f ind u s try - sp e cif ic c h allen ge s an d opp ortun ities .

• Bach e lor’ s  d e gre e  in  In f or m at ion  Te chn ology ,  Com pu t e r  Scie n c e ,  or  a  re lat e d  f ie l d

(Mas ter’s d e gre e p re fe rr e d ).

• Re l e v an t   ce rtifi cat ion s   in   Produ ct   Lead e rsh ip ,   Pro j e ct   Man agem e n t,   IT   Se rv i ce

Man agem e n t (e .g., I T IL ), or re lat e d d is ciplin e s a re h ighly d e s irab le .

T h is p os itio n re p orts to th e G rou p Chief In f ormat ion Of f ic e r (C IO) an d is p art of th e w id e r IT lead e rsh ip t e am und e r th e d ire ction o f th e CIO.

This jo b d e s crip tio n s e t s ou t th e m ain du ties an d re sp o ns i b ilities of th e jo b - h old e r. It d oe s n ot cons tit u te an e xh au s tiv e or compre h e ns iv e d e s crip tio n of du ties an d th e jo b h old e r w ill b e re qu ire d to carry ou t an y a dd ition al ta s ks a s a n d w h e n re qu e s t e d to d o s o b y th e ir m an ager.  Re sp ons ib ilities an d du ties m ay als o ch an ge in ligh t of f u tu re bus in e s s n ee d s an d pe rs on al d e v e lop me n t.

The closing date for this vacancy is Wednesday 17th September 2025 . Arriva Group reserves the right to close this vacancy early.

Arriva is a leading European passenger transport partner, operating in 11 countries across the UK and Europe.  The company employs around 35,000 people, delivering more than 1.5 billion passenger journeys connecting people and communities safely, reliably and sustainably.

We have strong roots dating back to 1938, an ambitious growth and sustainability agenda, and a continuously developing relationship with I Squared Capital – a global infrastructure investment fund manager - who acquired Arriva in 2024.

We are looking for 2 x Service Desk Analyst's to join our Service Management Team on a full time, permanent basis, based from our Doxford office, Sunderland.

The Service Desk Analyst is responsible for the following:

• Field inbound calls, self-service action of tickets, log, prioritise, resolve, track and respond to incidents and requests in a timely manner.
• You will be the first point of contact for IT users across the Arriva group, operating on a shift model with 8 hour shifts (including breaks).  You will be part of a shift team on a rota working 07:00 – 19:00 Mon – Fri and 09:00 – 17:00 Sat & Sun.
• You will champion great customer service in accordance with the Arriva values in a very fast paced environment.
• You will offer technical answers and remote help to a varied range of queries searching knowledge bases and always assisting the customer with your contact.
• You will manage a range of issues that need resolving and will resolve them using your technical know-how or you will escalate to the wider IT teams.
• You will work on improving first time fixes and contribute towards the continual improvement culture.

Direct responsibilities:

• You will manage inbound requests and incidents acting as the routine contact point, receiving and handling requests for support by responding to a broad range of service requests for support by providing information to fulfil requests or enable resolution.
• You will manage, categorise, and prioritise all tickets from the monitoring systems.
• You will provide troubleshooting and assist resolution of problems associated software and hardware for both local and remote users.
• You will provide first line troubleshooting and diagnosis to promptly allocate unresolved issues as appropriate.
• You will assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
• You will contribute to the creation of support documentation.
• You will input to the knowledge management system.
• You will perform simple security administration tasks and maintain relevant records and documentation.
• You will manage ITSM tool content and ensure it is up to date.
• Contribute to a continuous improvement culture.

Knowledge skills and experience:

The below knowledge, skills and experience are essential for this role:

• Demonstrable experience working in a ITIL aligned Service Desk. ITIL qualification would be an advantage.
• Willingness to learn and embrace change.
• Demonstrate teamwork at the highest level, a highly collaborative approach to day to day activities.
• 2 years’ experience with the following technologies:
  •  Windows 7/10/11
  •  Windows 2008, 2012, 2019 Server
  •  MS Exchange
  •  Active Directory
  •  Office 365
  •  MS Azure/Entra
  •  MS Intune
  •  Mobile Device Management tools
  • Remote control tool sets
  •  Managing PC setup and deployment
  •  Microsoft Defender antivirus protection
  •  General Networking and Routing- LAN/WAN/WiFi

The below knowledge, skills and experience are desirable for this role:

• An ITIL qualification (foundation or above)
• Understanding of Access Management tasks for ERP Systems (SAP, Workday) beneficial.

This job description sets out the main duties and responsibilities of the job-holder. It does not constitute an exhaustive or comprehensive description of duties and the job holder will be required to carry out any additional tasks as and when requested to do so by their manager.  Responsibilities and duties may also change in light of future business needs and personal development.

The closing date for applications is Thursday 18th September 2025 . Arriva Group reserves the right to close this vacancy early.