IT Service Desk Analyst
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 partners with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that are 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
Provide 1st level Service Desk support to users of Network Rails’ IT systems, acting as a single point of contact for the logging of incidents and requests, making sure that knowledge and first contact resolutions are applied to minimise service disruption.
What will you be doing?
- Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
- Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
- Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
- Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
- Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
- Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
- Proactively highlight gaps in processes, knowledge, and tools to Senior Analyst / Team Leader.
- Provide high levels of customer service in a consistent friendly, helpful and efficient service.
- Maintain high level of personal productivity to support individual/team performance objectives, and the achievement of Service Operations SLAs.
- Promote quality and consistency of service and taking appropriate actions to deliver performance levels in relation to all agreed goals/targets.
The Ideal Candidate
Essential
- 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 a talent for 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
Desirable
- 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 use/awareness of Active Directory
- ITIL Foundation
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: 7th May 2024, Please note there is a Video Interview stage within the application for this role. For you to be shortlisted to interview, you will need to complete this as part of the application.
Band & Salary: Band 6, £23,000
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….
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