IT Service Desk Analyst

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

Be the face of IT support at Stagecoach 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.

• 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.
• Contributingtoknowledge articles, process improvements and service enhancement initiatives.

• 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 Manage Engine or similar ticketing systems.

• Enjoys helping people and solving problems.
• Communicatesclearlyandprofessionallywithusersofalltechnicalabilities.
• Takesownershipofissuesthroughtoresolution.
• Deliversapositiveandresponsivecustomerexperience.
• Remainscalmandprofessionalwhenmanagingmultiplepriorities.

This is an excellent opportunity to build your IT career within a business that supports millions of customer journeys every year. You’ll join a supportive technology team that values collaboration, development and continuous improvement. In return, you’ll gain exposure to a broad range of technologies, develop your technical capabilities and make a real impact on colleagues across the organisation. Stagecoach is proudly an inclusive employer, striving for a culture where everyone can be themselves and where all the differences people bring are truly appreciated.

We welcome applications from all, irrespective of gender, ethnicity, race, religion, beliefs, disability, neurodiversity, sexual orientation, or age.

Location:

Stagecoach Shared Service Centre One Exchange, 20 Railway Road Stockport SK1 3SW

Welcome to Stagecoach, the UK’s #1 bus company.

Every day we help millions of passengers get to the people and places that matter to them, connecting the communities we are proud to serve.

Founded in 1980, Stagecoach has established itself as the UK’s largest transport operator, with services connecting more than 100 major towns and cities in England, Scotland, and Wales. We work with our partners to deliver a greener, smarter, safer, healthier, and fairer country. Providing extensive expertise in commercial and contracted markets, we assist national and regional government to deliver on ambitious plans for their citizens, communities, and local economy.

Our team of 26,000 employees are proud to serve our customers and be an integral part of their local communities.