To process IT service requests within established Service Level Agreements, ensuring compliance with the organisation's policies and procedures. Actively identify and contribute to ongoing service improvement initiatives that enhance quality, efficiency, customer satisfaction, and user experience., Your Day To Day Responsibilities:
* Provide a friendly, fast and efficient service in the fulfilment of IT requests.
* Building and maintaining relationships with other teams within the support organisation.
* Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
* Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.
* Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
* Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
* Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
* Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
* Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
Technical Skills
- Experience handling IT service requests within SLAs. - Understanding of IT service management (ITIL knowledge is a plus). Problem-Solving & Analysis - Proactive in identifying inefficiencies and suggesting improvements. - Ability to analyse data and trends to support service enhancements. Customer Service Excellence - Proven track record in delivering top-notch IT customer support. - Strong communication skills to engage effectively with users and stakeholders. Team Collaboration - Teamwork experience in achieving shared objectives. - Adaptability to thrive in a dynamic environment.,
* Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
* Previous knowledge and experience of working with Active Directory and Exchange.
* Excellent written and verbal communication skills with attention to detail.
* Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
* Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
* Excellent keyboard and accuracy skills.
* Ability to work under pressure at times, both individually and as part of a team.
* Previous experience of software deployment tools.
* Knowledge of folder structures and security permissions inheritance.
* Awareness and application of security policies in relation to request fulfilment activities
* Aptitude for logical problem solving.
Nice to have but not essential-
* Previous exposure to, or use of the Oracle e-Business suite
* Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
* Familiarity with Microsoft Windows technology and operating systems
* ITIL Foundation
Are you passionate about delivering exceptional IT services and improving user experiences? Do you thrive in a fast-paced environment where you can make a meaningful impact? At Network Rail, were looking for a Request Fulfilment Analyst to play a crucial role in ensuring our IT services run seamlessly and exceed expectations., Located in the heart of Manchester, Network Rail's Square One office boasts a great location for commuters and professionals alike. Just a short 5-minute walk from Manchester Piccadilly Train Station, it offers exceptional convenience for those traveling by rail. Surrounded by a vibrant array of shops, cafes, and cultural hotspots, Square One provides the perfect blend of accessibility and urban excitement, making it an ideal workplace for those who thrive in a city environment.
About the DDat Area: 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., We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance. 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. We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row. 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 countrys economic prosperity. Safety is our number one priority. Ready to Join Us? If youre passionate about IT services, continuous improvement, and delivering exceptional customer experiences, wed love to hear from you!