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Service Support Analyst

Arriva · XC Birmingham Head Office
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Service Support Analyst

Location: Birmingham (Primarily Office-Based with travel to our depots across the network as required)

Salary: £32-35K

Are you a proactive IT professional with a passion for delivering exceptional technical support and customer service? We're looking for a talented Service Support Analyst to join our team in Birmingham, providing expert support across a diverse range of systems, applications and technologies.

This is an exciting opportunity for an experienced IT support specialist who enjoys troubleshooting technical issues, working collaboratively with users and colleagues, and playing a key role in maintaining high-quality IT services.

About the Role

As a Service Support Analyst, you will be responsible for diagnosing, resolving and escalating IT incidents and service requests while ensuring excellent customer experiences. You'll work across a broad range of Microsoft technologies, providing technical expertise and support to colleagues and stakeholders.

Alongside technical troubleshooting, you'll contribute to IT administration, system documentation, user guides and knowledge base articles, helping to drive continuous improvement across IT services.

While the role is mainly office-based in Birmingham, occasional travel to meet colleagues, clients and suppliers, including overnight stays, may be required.

Key Responsibilities

  • Provide 2nd line technical support for IT systems, applications and users.

  • Diagnose, troubleshoot and resolve a wide variety of hardware, software and network-related issues.

  • Manage incidents, service requests and problems in line with agreed SLAs.

  • Communicate effectively with users, managing expectations and providing regular updates.

  • Support Microsoft operating systems and the Microsoft 365 environment.

  • Administer Active Directory users, groups and Exchange functions.

  • Troubleshoot Outlook within a networked environment, including permissions, calendar sharing and delegation.

  • Create and maintain technical documentation, user guides and knowledge base articles.

  • Work collaboratively with internal teams, suppliers and stakeholders to resolve complex technical issues.

  • Contribute to service improvement initiatives and IT best practices.

About You

We're looking for someone who combines strong technical expertise with a customer-focused approach.

Essential Skills & Experience

  • Minimum 2 years' experience in an IT Support or Service Desk environment.

  • Strong incident management experience, including stakeholder communication and expectation management.

  • Experience working to SLA targets for incidents, requests and problem management.

  • Knowledge of Active Directory and Exchange administration.

  • Strong experience supporting Windows operating systems and Microsoft 365 applications.

  • Experience troubleshooting Outlook in a business environment.

  • Excellent communication, organisational and customer service skills.

  • Strong analytical and problem-solving abilities.

  • Ability to prioritise workloads effectively in a fast-paced environment.

  • Practical understanding of IT Service Management frameworks such as ITIL.

  • Up-to-date knowledge of IT infrastructure, technologies and industry best practice.

  • Ability to quickly learn and retain new technical information.

  • Strong attention to detail and commitment to service excellence.

  • Comfortable working collaboratively within a team environment.

Desirable Skills & Experience

  • Experience identifying and mitigating business risks.

  • Experience within the transport or rail industry.

Qualifications

Essential

  • Good standard of education (A-Level equivalent or relevant industry experience).

  • ITIL Foundation certification.

Desirable

  • Degree-level education or equivalent professional experience.

  • Microsoft certifications such as AZ-900

Why Join Us?

  • Opportunity to work with a wide range of technologies and systems.

  • Supportive and collaborative team environment.

  • Professional development and career progression opportunities.

  • Chance to make a real impact through the delivery of high-quality IT services.

If you're an enthusiastic IT professional looking for your next challenge, we'd love to hear from you. Apply today and become part of a team committed to delivering outstanding technology support and service excellence.

Closing date: 24th July 2026

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