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Sector: Distribution and Warehouse Role
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 dedicated to building a diverse and inclusive organisation that reflects the passengers we serve.
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!
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 the driving force behind every operation, every decision, and every solution.
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.
* Provide a friendly, fast and efficient service in the fulfilment of IT requests.
* Building and maintaining relationships with other teams within the support organisation.
* Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
* Achieve high levels of accuracy in updating call/request details on Help Desk tools in accordance with team processes and procedures.
* Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
* Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
* Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
* Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
* Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
Meet the essential criteria?
Essential
* Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
* Previous knowledge and experience of working with Active Directory and Exchange.
* Excellent written and verbal communication skills with attention to detail.
* Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
* Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
* Excellent keyboard and accuracy skills.
* Ability to work under pressure at times, both individually and as part of a team.
* Previous experience of software deployment tools.
* Knowledge of folder structures and security permissions inheritance.
* Awareness and application of security policies in relation to request fulfilment activities.
* Aptitude for logical problem solving.
Desirable
* Previous exposure to, or use of the Oracle e-Business suite.
* Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
* Familiarity with Microsoft Windows technology and operating systems.
* ITIL Foundation.
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership. For more information on Diversity & Inclusion at Network Rail, please follow this link.
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