IT Service Desk Analyst

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.

Main Responsibilities

• 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.

• 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.

• 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

Pulled from the full job description

• Annual leave
• Employee discount
• Free parking
• Company pension
• Paid volunteer time, * We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
• Flexible/hybrid working arrangements considered
• Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
• Discounts at selected stations with your Network Rail pass
• Defined benefit pension scheme75% off leisure train tickets for you and your dependents (subject to T&Cs)
• Interest-free travel loan for train and car park season tickets
• Volunteer leave to make a positive impact

Plus more….

Vacancy Details

Duration: Permanent, 35 hours per week, Hybrid working of 3 days in the office.

About Network Rail…