IT Service Desk Analyst

Technology plays a vital role in keeping Stagecoach running smoothly, supporting colleagues across our depots, engineering operations, head office functions and customer services teams. We’re looking for a motivated and customer-focused IT Service Desk Analyst to join our growing IT team. This is an exciting opportunity for someone who enjoys solving problems, helping people and building their technical expertise in a fast-paced and supportive environment. As the first point of contact for IT support, you’ll provide technical assistance to colleagues across the business, ensuring issues are resolved efficiently and that every interaction delivers an outstanding customer experience. Whether you’re troubleshooting Microsoft 365 issues, supporting new starters, resolving hardware faults or helping colleagues get back online quickly, you’ll play a key role in keeping our business moving.

What you’ll be doing:

• Providing technical support via telephone, email, ticketing systems and face-to-face interactions.
• Diagnosing and resolving hardware, software and operating system issues.
• Supporting Microsoft 365 applications and Windows environments.
• Troubleshooting user account issues within Active Directory.
• Investigating basic networking and connectivity problems.
• Logging, managing and updating incidents and service requests through our IT Service Management platform.
• Escalating complex technical issues to specialist support teams and third-party providers where required.
• Maintaining accurate ticket records and technical documentation.
• Working to agreed service levels and ensuring timely resolution of support requests.
• Contributing to knowledge articles, process improvements and service enhancement initiatives.

You’ll have experience or knowledge of:

• Windows operating systems and desktop support.
• Microsoft 365 applications and services.
• Active Directory user administration.
• Basic networking concepts and troubleshooting.
• Hardware diagnostics and first-line repair activities.IT Service Management (ITSM) platforms such as ManageEngine or similar ticketing systems.

Customer Focus

You’ll be someone who:

• Enjoys helping people and solving problems.
• Communicates clearly and professionally with users of all technical abilities.
• Takes ownership of issues through to resolution.
• Delivers a positive and responsive customer experience.
• Remains calm and professional when managing multiple priorities.

Competitive salary, pension, free bus travel and access to a wide range of retail discounts