As part of the Transport UK Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.
We are committed to delivering a safe and reliable train service by investing in our fleet of trains, stations, and employees. As part of this investment, we are looking to recruit a IT Service Desk & 1st Line Support Officer on a full-time, permanent basis based at our Head Office in Birmingham.
In this role, you will be working 37 hours per week. If successful, the post holder will be required to participate in the IT On Call rota (1st Line) between 23:00 & 07:00, which will include shift work.
Reporting to the IT Operations Manager, this role will be the first point of contact for end users and, in some cases, other stakeholders and suppliers who require assistance from the IT department. This could be with their company-issued hardware, software, mobile devices, and assistance with the fulfilment of requests.
What does the role involve?
* Efficiently log & record, investigate, resolve faults, and fulfil requests reported to the IT Service Desk via telephone or self-service with the aim of resolving with a first-time fix.
* Escalate issues to the second line support team where more in-depth troubleshooting is required.
* Liaise with partners and 3rd party suppliers where necessary to ensure faults are resolved within Service Level Agreements.
* Review knowledgebase articles regularly with internal process owners.
* Ensure all alerts from our proactive tools are actioned within agreed targets.
* Assist in the delivery of software updates to IT assets.
* Work with the weekly staff lists and variation notifications to ensure new user accounts are created ahead of their start date and equipment is provided and imaged in line with the IT processes. Modifications made to movers and leavers accounts are deactivated/removed in a timely manner with any IT hardware issued to them returned into stock.
What skills and experience do I need to do the job?
* Enjoy helping others and providing excellent customer service.
* Experience with Microsoft technologies, including cloud-based services like Microsoft 365.
* Excellent problem-solving and troubleshooting skills.
* Flexibility – you could be on an early or a late shift, meaning you could be starting at 7am or finishing at 11pm, including weekends.
* Excellent interpersonal and organisational skills.
* Experience in the delivery of IT service desk processes supporting the business.
* Knowledge of Microsoft systems, particularly Windows Operating Systems, Microsoft 365, and Active Directory.
What are the salary and benefits?
* Salary of up to £35,000 depending on experience.
* Free travel on all our trains and those of other train companies within our parent group company - for you, your partner, and any dependent children.
* Pension – one of the best schemes available.
* 75% off all other train company travel tickets.
* Retail discounts.
* Career development opportunities.
Due to the volume of applications we receive, the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.
As an inclusive employer, we welcome applications from all backgrounds and ensure no one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief, and sexual orientation.
Applications will be considered from colleagues with 6 months experience after completion of their probationary period and a full check of absence and disciplinary records.
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