Job Introduction

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology.  From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded.   You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

Main Responsibility

To provide technical resolution and the management of customer incidents and requests regarding IT devices, operating systems and applications.

• Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels. 
• Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.
• Achieve high levels of accuracy in capturing incident details on Service Management tools in accordance with team processes and procedures. 
• Manage 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.
• Pro-actively document and fill gaps in processes, knowledge, and tools, and Make recommendations for improvement. Implement where possible. 
• Provide technical guidance and input to all teams within Service Operations and act as project resource when requested
• Assist with other areas of Service Operations support workload as dictated by Service Operations KPI’s.
• Manage, maintain, and improve Service Operations associated services.

The Ideal Candidate

Essential

• Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange Online and Office productivity suite of applications / Office 365 applications.
• Good working knowledge of mobile handheld technologies; specifically, Apple iOS devices
•  Understanding of printing devices and services such as HP, Canon, SafeCom Pull Print
• Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software applications.
• Self-starter requiring little supervision to achieve productivity and service targets. 
• Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.
• Outstanding problem-solving skills.  
• Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps. 
• Committed to personal development and self-improvement. 
• Role model exceptional customer service to both internal and external customers.

Desirable

• Experience of developing tools and utilities using MS PowerShell
• Ability to adapt readily to changing work and responsibilities

We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.

At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on Diversity & Inclusion at Network Rail, please follow this link

Do you consider yourself to have a protected characteristic? If so and you require any additional support with your application, please do not hesitate to contact the Resourcer who will happily assist.

Package Description

Vacancy type:  Permanent, 35 hours per week, Hybrid working of 2/3 days in the office. We welcome applications from those seeking flexible or part time hours.

Location: Manchester Square One

Closing date: 29th July 2024

Interviews will take place W/C 5th or 12th August 2024, these will be held Virtually

Band & Salary: Band 5 - £24,000 - £28,000 depending on experience. 

About the Company

We’re an organisation where people matter. We matter to millions.

We offer excellent benefits, including:

Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

✨ Defined benefit pension scheme.

75% subsidy on rail and underground season tickets.

Up to 75% off leisure travel.

  ️ Interest-free travel loan for train and car park season tickets.

Discounts at stations with your Network Rail pass.

Flexible/hybrid working arrangements.

️ Volunteer leave to make a positive impact.

❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.

We offer generous maternity, paternity, and adoption leave to support our employees during       significant life moments

Plus, more…. 

We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.  

We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information 

Network Rail Infrastructure Ltd