{"id":2340135,"url":"https://alion.io/job/arriva-it-service-support-analyst","title":"IT Service Support Analyst","company":{"id":2106226,"name":"Arriva","domain":"arrivagroup.com","url":"https://alion.io/company/arrivagroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":77,"open_postings":47,"ghost_share":0,"stale_share":0.936,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Birmingham, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":33000,"max":35000,"currency":"GBP","period":"year","gross":null,"usd_annual":46322},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Windows","optional":false},{"name":"ISO 27001","optional":true}],"status":"live","first_seen_at":"2026-10-12T11:10:16Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-14T18:50:07Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"IT Service Support Analyst - 12 Month FTC\nLocation: Birmingham (Primarily Office-Based with travel to our depots across the network as required)\nClosing Date: 16th October 2026\nSalary: £33K to £35K\nAre you a proactive IT professional with a passion for delivering exceptional technical support and customer service? We're looking for a talented IT Service Support Analyst to join our team in Birmingham, providing expert support across a diverse range of systems, applications and technologies.\nThis 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.\nAbout the Role\nAs the IT 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.\nAlongside technical troubleshooting, you'll contribute to IT administration, system documentation, user guides and knowledge base articles, helping to drive continuous improvement across IT services.\nWhile the role is mainly office-based in Birmingham, occasional travel to meet colleagues, clients and suppliers, including overnight stays, may be required.\nKey Responsibilities\n\nProvide 2nd line technical support for IT systems, applications and users.\nDiagnose, troubleshoot and resolve a wide variety of hardware, software and network-related issues.\nManage incidents, service requests and problems in line with agreed SLAs.\nCommunicate effectively with users, managing expectations and providing regular updates.\nSupport Microsoft operating systems and the Microsoft 365 environment.\nAdminister Active Directory users, groups and Exchange functions.\nTroubleshoot Outlook within a networked environment, including permissions, calendar sharing and delegation.\nCreate and maintain technical documentation, user guides and knowledge base articles.\nWork collaboratively with internal teams, suppliers and stakeholders to resolve complex technical issues.\nContribute to service improvement initiatives and IT best practices.\nAbout You\nWe're looking for someone who combines strong technical expertise with a customer-focused approach.\nEssential Skills & Experience\nMinimum 2 years' experience in an IT Support or Service Desk environment.\nStrong incident management experience, including stakeholder communication and expectation management.\nExperience working to SLA targets for incidents, requests and problem management.\nKnowledge of Active Directory and Exchange administration.\nStrong experience supporting Windows operating systems and Microsoft 365 applications.\nExperience troubleshooting Outlook in a business environment.\nExcellent communication, organisational and customer service skills.\nStrong analytical and problem-solving abilities.\nAbility to prioritise workloads effectively in a fast-paced environment.\nPractical understanding of IT Service Management frameworks such as ITIL.\nUp-to-date knowledge of IT infrastructure, technologies and industry best practice.\nAbility to quickly learn and retain new technical information.\nStrong attention to detail and commitment to service excellence.\nComfortable working collaboratively within a team environment.\n\nDesirable Skills & Experience\nExperience identifying and mitigating business risks.\nExperience within the transport or rail industry.\nKnowledge of information security and data protection standards, including ISO 27001.\nAwareness of project management methodologies such as PRINCE2.\n\nQualifications\nEssential\n\nGood standard of education (A-Level equivalent or relevant industry experience).\nITIL Foundation certification.\nDesirable\n\nDegree-level education or equivalent professional experience.\nMicrosoft certifications such as MCSE.\nProject Management qualification (PRINCE2, APMP or equivalent).\nWhy Join Us?\nOpportunity to work with a wide range of technologies and systems.\nSupportive and collaborative team environment.\nProfessional development and career progression opportunities.\nChance to make a real impact through the delivery of high-quality IT services.\nIf you're an enthusiastic IT professional looking for your next challenge, we'd love to hear from you.\nApply today and become part of a team committed to delivering outstanding technology support and service excellence.\nDiversity & Inclusion\nWe welcome applications from people of all backgrounds, identities and experiences, including women, people from ethnic minority / global majority backgrounds, people with disabilities, neurodivergent people, LGBTQ+ colleagues and those with caring responsibilities.\nWe believe that inclusion drives innovation. We’re committed to building a culture where everyone can thrive, contribute their ideas and reach their full potential.\nDid you know you can set up alerts for new job opportunities?\nSimply navigate to 'My Job Alerts' in the Jobs Hub to get started.","description_format":"text","description_chars":5100,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Public Transport","Rail Transport"],"lifecycle":[{"event":"open","at":"2026-10-12T11:10:16Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Senior or Specialist Worker, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Global Business Mobility: Senior or Specialist Worker; Skilled Worker","cap_exempt":false,"checked_at":"2026-10-15T06:21:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:10","stale_co","velocity","win:early","comp:junior,brand,attention"],"computed_at":"2026-10-15T05:46:00Z"},"pay":{"stated_usd_annual":46322,"is_top_pay":false},"html_url":"https://alion.io/job/arriva-it-service-support-analyst","json_url":"https://alion.io/job/arriva-it-service-support-analyst.json","meta":{"generated_at":"2026-10-15T09:40:31Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14570,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2106226},"rest":"https://alion.io/mcp/rest/get_company?id=2106226"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Farriva-it-service-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Farriva-it-service-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Farriva-it-service-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/arriva-it-service-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Farriva-it-service-support-analyst"}]}