IT Service Desk Analyst (Control Centre Customer Care)

Location

Manchester, GB

Department Name

IS Service Ops - Service Desk (807591) G1

About Network Rail

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process.

If you're ready to make a real difference, we'd love to hear from you!

Brief 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.

Band & Salary: Band 6, £24,035 + 15% shift allowance

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 keep 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.

About the role (External)

BRIEF DESCRIPTION

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.

How to apply (External)

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.

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.

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.

Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

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.

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.