Arriva has a long history dating back to 1938 when the Cowie family opened a second-hand motorcycle shop in Sunderland, UK. Little did we know it would become the first chapter in our incredible story that would see us grow to become a pan-European passenger transport partner.
Today, we are diversified across the globe, holding leading market positions across the countries we operate in. We are one of the largest transport services organisations in Europe, employing c.39,000 employees and delivering more than 1.2 billion passenger journeys every year.
We are recruiting a Service Desk Team Lead to join our growing team. This role is based out of Doxford Park, Sunderland and as per our 2-2-1 hybrid working policy the successful candidate would be required to attend our Sunderland office a minimum of 2 days per week, the rest entirely up to you focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.
The role of Service Desk Team Lead will support, mentor and develop a team of Service Desk Analysts, providing technical support to colleagues across the business. Our Service Desk colleagues 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.
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The Service Desk champions great customer service in accordance with the Arriva values in a flexible workplace.Responsibilities of the role include, but are not limited to:
Mentor and support all members of the team ensuring you provide consistent line management and development inclusive of 1:1's, performance appraisals, training and coaching.- Champion great customer experience in accordance with the Arriva values across the entire Arriva estate and drive a professional service desk.
- Offer technical answers and remote help, acting as a point of escalation for IT users across the group.
- Support with all inbound requests and incidents acting as the routine contact point against agreed KPI targets.
- Provide a first time fix rate for logged incidents in accordance with industry standards.
- Manage, categorise, and prioritise all tickets from the monitoring systems and ensure team members are routinely applying a customer-focused response.
- Provide troubleshooting and assist resolution of problems associated with software and hardware for both local and remote users.
- Ensure that first line investigation and diagnosis promptly allocates unresolved issues as appropriate.
- Assist with the development standards, and apply these to track, monitor, report, resolve or escalate issues.
- Contribute to the creation of support documentation.
- Lead on Continual Service Improvement initiatives.
About you
You can demonstrate a broad knowledge of ITSM and ITIL.- You can demonstrate experience managing a team of colleagues, providing all necessary line management and coaching duties.
- You can demonstrate experience in a customer facing role.
- You possess excellent interpersonal skills with the ability to deal with various stakeholders.
- You are educated to a good level with industry recognised qualifications.
- You have excellent written and verbal skills.
You are familiar with technical aspects including but not limited to:
Windows and SCCM- Public/Private Cloud technology
- Active Directory
- Mobile Device Management, especially Microsoft Intune
- Office 365 support
- Microsoft Teams unified communications platform
- Microsoft Office & Endpoint antivirus protection
- Interest in Software Applications
- Managing Purchasing, PC Setup and Deployment
Success criteria and indicators
Improved business satisfaction with Arriva Operating Companies, measurable at monthly service reviews.- Consistent excellent employee satisfaction measured via internal surveys and feedback.
- Improved SLAs and KPI's to the business.
- Enhancement of the IT division brand across Arriva Group.
- Reduced numbers of issues escalated to Senior Management.
What we can offer you (in addition to your base salary):
True hybrid working with a minimum of 2 days required in our Doxford Park office, the rest entirely up to you focusing on where you can best deliver for your customers, whilst still allowing for the required work life balance.- 25 days holiday, plus remaining bank holidays and the option to purchase up to 10 days for 2024 (Window opens later this year!)
- Generous pension plan
- Access to our Employee Assistance Programme (EAP)
- The Village – our Online Reward Gateway
- Cycle to Work Scheme
- The opportunity to join a Global Arriva Inclusion Network (GAIN) group- a community of people who are passionate about equality, diversity and inclusion.
- Free bus travel for you and immediate family outside of London – T&C’s apply
- Free parking on site
- Free gym on site
- 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 7th July 2023. Arriva Group reserve the right to close this vacancy early.
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