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.

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.

Your Experience And Skills

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 customer's 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