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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 fulfil IT related service requests within Service Level Agreements and in accordance with the organisations policies and procedures. Identifying and contributing to continual service improvement initiatives that enhance quality and efficiency, and lead to increased customer satisfaction and user experience.
1. Provide a friendly, fast and efficient service in the fulfilment of IT requests.
2. Building and maintaining relationships with other teams within the support organisation.
3. Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
4. Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.
5. Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
6. Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
7. Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
8. Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
9. Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
What are we looking for?
1. Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
2. Previous knowledge and experience of working with Active Directory and Exchange.
3. Excellent written and verbal communication skills with attention to detail.
4. Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
5. Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
6. Excellent keyboard and accuracy skills.
7. Ability to work under pressure at times, both individually and as part of a team.
8. Previous experience of software deployment tools.
9. Knowledge of folder structures and security permissions inheritance.
10. Aptitude for logical problem solving.
What could set you apart?
1. Previous exposure to, or use of the Oracle e-Business suite.
2. Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
3. Familiarity with Microsoft Windows technology and operating systems.
4. ITIL Foundation.
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.
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