Job Description
Service Desk Analyst\n\nDescription:\n\nDeliver a right first time customer service to a range of internal and external Network Rail Shared Services customers in accordance with statutory, regulatory, contractual, customs & excise and group policy and regulations\n\nKey Accountabilities\n\nResponsible for operating high volume query management system answering queries in relation to payroll, recruitment, payables and personal protective equipment.\n\nKeep customers informed of the progress of queries / expected delivery updates, engaging with internal shared service teams and working to service level agreements.\n\nAbility to thrive in a busy, customer orientated environment, enjoying the challenges and rewards involved in dealing with hundreds of different customers delivering a right first time levels of service.\n\nAs the voice of NR shared services you’ll always provide an engaging, positive, vibrant and extraordinary customer experience representing the shared service brand.\n\nDevelop / continually improve relations with key stakeholders, play your part in embedding a customer centric culture where all team members consider the impact on customers and their future requirements.\n\nSupport the Network Rail better day every day initiative by highlighting areas of potential improvement at the daily / weekly focus groups.\n\nPlay your part in adopting an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with others to support a culture of operational responsibility where individuals take personal ownership for delivery.\n\nJob Skills, Experience and Qualifications\n\nEssential\n\n• Exceptional listening skills\n\n• Professional telephone manner\n\n• Able to demonstrable excellent customer service skills\n\n• Experience of managing difficult conversations to a positive outcome\n\n• Able to demonstrate the ability to influence stakeholders positively\n\n• Excellent communication skills\n\nDesirable\n\n• Occupational knowledge of shared services\n\n• ORACLE eBusiness Suite experience