Service Desk Agent

What does the average day look like?

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.

In simple terms, NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.). NRT is also playing a key role in the realisation of Network Rail’s digital railway aspiration which requires huge amounts of data managed securely to work.

Main responsibilities

You will be the recognised point of contact for NRT service users providing fault recording, incident updating and advice on order to charge queries enabling maximum availability, performance and utilisation of the service and resources by the customer. To invoke proactive process escalation.

What will you be doing?

• Managing incoming / outgoing calls associated with incidents and order to charge, tracking the information and providing timely informative updates to the service users. .

• Supporting the end to end trouble to resolve process for incidents faults and requests to improve user experience & service restoration.

• Responsible for the efficient data capture, recording information on various trouble ticket systems and validating information received. Harmonising of data between various trouble ticket system with a view to proactively manage similar / interdependent incidences across the network and sourcing relevant information to provide speedy closure of faults and SINCS record (TMTH).

• Escalate incidents, requests and issues according to the appropriate process (incident, problem management & order to charge) to the relevant teams.

• Responsible for regular proactive escalation/ communication to internal and external customers, partners and management to improve service and user experience.

• Approve and document the site access requests according to the appropriate site access policies.

• Analysing work bank and assist with task prioritisation with resolver teams with a view to restore service.

• Produce weekly reports highlighting trends and areas of service improvement.

• 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

Desirable

• Previous experience in a railway environment
• Previous experience in a telecom’s environment

• 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…