Senior Service Desk Agent

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.

Key Accountabilities

• Partner with internal stakeholders (e.g. Customer Service and Product Management) to deliver insights and analysis on product and service performance trends.

• Design, implement, and continuously improve Service Desk processes, procedures, and services.

• Lead the day-to-day management and development of Service Desk Agents, ensuring a consistently high-quality user experience.

• Oversee the end-to-end incident, fault, and service request lifecycle, driving timely resolution and service restoration.

• Manage the accurate capture, analysis, and validation of data within ticketing systems, ensuring high-quality records and reporting.

• Review escalated incidents, requests, and service issues, recommending solutions and continuous improvements in line with ITIL processes (Incident, Problem Management, and Order to Charge).

• Act as the primary point of communication for internal customers, resolver teams, and senior stakeholders to enhance service delivery and user satisfaction.

• Monitor workload across the Service Desk, supporting prioritisation to ensure efficient service restoration and delivery.

• Produce and analyse regular performance reports, identifying trends and opportunities for continuous service improvement.

Do you have experience in Telecommunication?, Do you have a GCSE?, * Educated to GCSE / O level ( Math, English , IT)

• Experience working within a service desk environment
• Good working knowledge of MS products and other IT software
• Excellent communication skills, both written and oral
• Outstanding customer service skills
• Ability to work under pressure and remain calm
• Good documentation skills
• Excellent prioritisation skills
• Stake holder management
• Travel across the rail community is required
• Ability to motivate others to increase performance levels
• Knowledge and experience of eTOM or iTIL

Desirable

• Previous experience in a railway environment
• Previous experience in a telecoms environment

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 scheme
• 75% 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….

About Network Rail…