97 Jobs in Carlisle found


Service Desk Analyst

Jobs in Sunderland, Allerdale, Cumbria, North West England

 Posted about : 20 days ago

  • Field inbound calls, emails, self service and live chat, 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 Arriva Group operating on a shift model with 8 hour shifts (including breaks). You will be part of a shift team on a 07:00 - 19:00 rota working 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 either you 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

  • 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

  • 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 XP/7/10
  • Windows 2008, 2012 Server
  • MS Exchange
  • Active Directory
  • Office 365
  • SCCM
  • Mobile Device Management tools
  • Remote control tool sets
  • Managing PC Setup and Deployment
  • Microsoft Office & Endpoint antivirus protection
  • General Networking and Routing- LAN/WAN/Wi-Fi
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.

Access to the 'The Village', Cycle to Work Scheme, Employee Assistance Programme, Free Bus Travel, Holiday Purchase, Life Cover