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IT Service Desk Analyst (Control Centre Customer Care)

Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

Working in the Route Services IT Team, you will provide our customers with smart technology for the railway of today, designing fit-for-purpose and innovative solutions. Your vital work will help to manage the day-to-day running of our vast IT estate, from safety critical systems maintenance to hardware provision, supporting thousands of employees every day.

Main Responsibility

You will provide 24x7 Service Desk support to Network Rail business critical locations, acting as a single point of contact so that issues are resolved with minimal impact to the customer. Proactively monitor, diagnose and report issues identified with key information

What will you be doing?


  • Provide a single point of contact for locations responsible for managing the operational railway, so that there is ownership and accountability for all reported services issues relating to traffic management systems and their associated business/industry processes.
  • Provide support for all IT related calls, striving to achieve a high level of fix at first point of contact.
  • Achieve high levels of accuracy in capturing incident/request details via the service management tool in accordance with documented processes and procedures.
  • Proactive monitoring, analysis and reporting of faults in relation to key information systems, so that availability and resiliency is maintained to minimise the impact to downstream systems.
  • Collaborating extensively with internal support teams, projects and suppliers so that new and existing services meet the expectations and requirements of the customer, and that these are aligned so that systems are fully supportable based on business criticality, support availability and in accordance with Service Level Agreements (SLAs).
  • Performing major incident management activities, so that support is effectively co-ordinated to diagnose, communicate and resolve service impacting issues in a timely manner.
  • Proactively highlight gaps in processes, knowledge and tools to Team Leader.  
  • Provide high levels of customer service in a consistent, friendly, helpful and efficient service.  
  • Maintain high level of personal productivity to support the team and achievement of SLAs. 

The Ideal Candidate

Meet the essential criteria/ Apply today to join our team!


  • Must be able to work flexible 24x7 shift patterns incorporating nights and weekends, and in accordance with business requirements
  • Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time 
  • Previous experience of working in a Service Desk environment
  • Aptitude for logical problem solving
  • Excellent written and verbal communication skills with attention to detail 
  • Strong customer focus with the ability to build rapport and engender customer confidence
  • Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language 
  • Excellent listening and questioning skills so that a customer’s problem is fully understood 
  • Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment 
  • Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit 
  • Excellent keyboard and accuracy skills 



  • Experience in providing IT support in a corporate environment
  • Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
  • ITIL Foundation
  • Previous user/awareness of Active Directory, terminal emulation software and mainframe technologies


Who we are looking for?

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

Package Description

Vacancy Type: Full-time 

Duration: Permanent 

These positions are based in:  Manchester Square One 

Closing date: 23 May 2022

Band & Salary: Band 6 role - salary: £21,000 + 15% shift allowance

At Network rail you will have a clear development path, access to training and enjoy a range of employee benefits, such as; up to 28 days annual leave plus bank holidays, rail subsidies, a range of pension options, flexible and agile working arrangements, discounts on shopping, gym memberships and much more. 

Click ‘apply for this job’ to apply. If you would like to speak the Resourcing Team please contact georgina.brookes@networkrail.co.uk

For further information of the role please contact Mike.gordon@networkrail.co.uk

About the Company

Embed the Route Services approach veo using the video icon in text box - (We Matter To Millions - YouTube) 


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


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


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