Join to apply for the 2nd Line IT Service Desk Engineer role at The Go-Ahead Group.

Hours: Monday–Friday, 8am–5pm (plus out-of-hours technical support)

Salary: Competitive (dependent on experience)

Reports to: 2nd Line Team Leader

Overview

Go-Ahead is one of the UK’s leading providers of quality public transport. Every year, over a billion passenger journeys are made on our buses and trains — more than any other operator in the UK rail sector. With over 30,000 colleagues, we’re proud to deliver high-quality, locally focused services that make a positive difference to the communities we serve.

Our IT Operations team underpins this mission, ensuring our people and systems are supported to deliver the “next billion journeys.”

The Role

We’re looking for a 2nd Line IT Service Desk Engineer to join our IT Operations Centre in Newcastle.

This is an exciting opportunity to work at the heart of a busy, customer-focused IT team. You’ll provide technical support across Windows endpoints, mobile devices, peripherals, business-critical applications, and infrastructure services. You’ll also play a key role in incident resolution, request fulfilment, and knowledge sharing — helping to improve the overall user experience across the Group.

What You’ll Do

• Deliver high-quality technical troubleshooting and incident resolution within agreed KPIs.
• Provide excellent customer service, ensuring requests are fulfilled efficiently.
• Manage and resolve major incidents, minimising disruption to business operations.
• Proactively monitor systems, identify issues, and prevent outages.
• Share knowledge with colleagues, contributing to documentation and knowledge bases.
• Prioritise workload effectively, balancing quality with efficiency.
• Support continuous improvement by suggesting smarter ways of working.
• Log all actions and outcomes in the ITSM system, maintaining accurate records.
• Collaborate with 1st Line, 3rd Line, and Technical Operations teams to ensure seamless service delivery.

What We’re Looking For

• Proven experience in a 2nd line IT support role (or equivalent).
• Strong technical knowledge of Windows environments, mobile devices, and business applications.
• Experience managing incidents in a fast-paced environment.
• Excellent communication and customer service skills.
• Ability to work autonomously while collaborating effectively with colleagues.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive, problem-solving mindset with a focus on continuous improvement.

Why Join Us

• Be part of a respected, nationwide organisation with a strong community focus.
• Work in a role where your expertise directly impacts service quality for millions of passengers.
• Collaborate with skilled colleagues across IT Operations and beyond.
• Opportunities for professional growth and development.

Newcastle Upon Tyne, England, United Kingdom