IT Service Desk Analyst
Location
Manchester, GB
Department Name
North West
About Network Rail
Join Network Rail - Where People and Connections Matter
If you're ready to make a real difference, we'd love to hear from you!
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 for you and your family (subject to terms and conditions)
️ 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 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.
Brief Description
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.
About the role (External)
Main Responsibilities
* Provide 1st level Service Desk support to users of Network Rails IT systems, acting as a single point of contact for the logging of incidents and requests, making sure that knowledge and first contact resolutions are applied to minimise service disruption.
* Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
* Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
* Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
* Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
* Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
* Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
* Proactively highlight gaps in processes, knowledge, and tools to Senior Analyst / Team Leader.
* Provide high levels of customer service in a consistent friendly, helpful and efficient service.
* Maintain high level of personal productivity to support individual/team performance objectives, and the achievement of Service Operations SLAs.
* Promote quality and consistency of service and taking appropriate actions to deliver performance levels in relation to all agreed goals/targets.
Meet the essential criteria/ Apply today to join our team!
Essential
* 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 a talent for 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 customers 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
Desirable
* 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 use/awareness of Active Directory
* ITIL Foundation
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.
Location: Manchester Square One, you must be able to work from this office.
Closing date: 6th February 2025
Interviews will take place from: 10th February 2025
Band & Salary: Band 6, £24,035
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****
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Job: IRC2308624
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IT Service Desk Analyst
Location
Manchester, GB
Department Name
North West
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!
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 for you and your family (subject to terms and conditions)
️ 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 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.
Brief Description
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.
Click apply for this job to apply. If you would like to speak the Resourcing Team, please contact mark.powell4@networkrail.co.uk
About the role (External)
Main Responsibilities
* Provide 1st level Service Desk support to users of Network Rails IT systems, acting as a single point of contact for the logging of incidents and requests, making sure that knowledge and first contact resolutions are applied to minimise service disruption.
* Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
* Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
* Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
* Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
* Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
* Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
* Proactively highlight gaps in processes, knowledge, and tools to Senior Analyst / Team Leader.
* Provide high levels of customer service in a consistent friendly, helpful and efficient service.
* Maintain high level of personal productivity to support individual/team performance objectives, and the achievement of Service Operations SLAs.
* Promote quality and consistency of service and taking appropriate actions to deliver performance levels in relation to all agreed goals/targets.
Meet the essential criteria/ Apply today to join our team!
Essential
* 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 a talent for 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 customers 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
Desirable
* 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 use/awareness of Active Directory
* ITIL Foundation
How to apply (External)
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.
Location: Manchester Square One, you must be able to work from this office.
Closing date: 6th February 2025
Interviews will take place from: 10th February 2025
Band & Salary: Band 6, £24,035
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
Network Rail Benefits - To find out about what benefits we offer, click here
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
***Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****
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