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View more categories View less categories Sector Technology Role Analyst Contract Type Permanent Hours Full Time
About Network Rail
Join Our Team at Network Rail!
Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others.
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. Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!
About the role (External)
To provide technical resolution and the management of customer incidents and requests regarding IT devices, operating systems and applications.
* Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels.
* Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.
* Achieve high levels of accuracy in capturing incident details on Service Management tools in accordance with team processes and procedures.
* Manage 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.
* Pro-actively document and fill gaps in processes, knowledge, and tools, and make recommendations for improvement. Implement where possible.
* Provide technical guidance and input to all teams within Service Operations and act as project resource when requested.
* Assist with other areas of Service Operations support workload as dictated by Service Operations KPI's.
* Manage, maintain, and improve Service Operations associated services.
The Ideal Candidate
Essential
* Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange Online and Office productivity suite of applications / Office 365 applications.
* Good working knowledge of mobile handheld technologies; specifically, Apple iOS devices.
* Understanding of printing devices and services such as HP, Canon, SafeCom Pull Print.
* Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software applications.
* Self-starter requiring little supervision to achieve productivity and service targets.
* Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.
* Outstanding problem-solving skills.
* Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps.
* Committed to personal development and self-improvement.
* Role model exceptional customer service to both internal and external customers.
Desirable
* Experience of developing tools and utilities using MS PowerShell.
* Ability to adapt readily to changing work and responsibilities.
Company
Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.
From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.
We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities.
Your health, wellbeing and benefits
We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first.
We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.
What Diversity and Inclusion means to us
‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.
Disability Confident Leader
Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.
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