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Helpdesk Operator (OPHD) - 12 month secondment/fixed term contract
Sector: Data Science
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.
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.
* Generous maternity, paternity, and adoption leave.
Brief Description
Network Rail is at the heart of revitalising Britain's railway. We support the Routes with a myriad of services and supplies they need to maintain and operate the railway.
You will support the delivery of an efficient Operational Property helpdesk function, offering a 24 hour service, 7 days per week and 365 days per year with varied working hours. To take incoming calls into the Helpdesk Centre via telephone and e-mail, recording and reacting appropriately to all requests.
Key Accountabilities
* Record reactive incidents using Citadel system in accordance with NR Station Access and Operational Property guidelines.
* Adhere to all relevant procedures distributed by NR Teams and briefed via Helpdesk Manager.
* Communicate via telephone and email, being the interface with the operational property teams and their customers.
* Provide and undertake administrative and clerical tasks.
* Interpret accurately call severity and determine the priority response times.
* Update, coordinate and progress all actions relating to emergency works.
* Maintain awareness of any updates regarding procedural changes.
* Provide support and on the job training to new members of staff.
* Contribute towards the vision, values, aims and objectives of Network Rail.
* Any other duties commensurate with the post.
* To be responsible for all equipment and materials issued.
* To be responsible for the health, safety and welfare of staff, public and self.
* Ensure that the Network Rail's commitment to public service orientation and care of our customers is provided.
Job Skills, Experience and Qualifications
Essential
* Excellent communication skills both verbally and orally.
* Customer focus approach.
* Ability to understand customer requirements.
* Able to work well within a shift rotation.
* Ability to prioritise and work to deadlines.
* Proficient in the use of Windows, MS Outlook, Word and Excel.
* Ability to communicate with people at all levels of seniority.
Desirable
* Good knowledge of Railway Operational Property and fault management.
* Experience of working within a helpdesk function.
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.
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 provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing.
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.
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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