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.

What will you be doing?

• You will provide 24x7 Service Desk support to Network Rail business critical locations, acting as a single point of contact so that issues are resolved with minimal impact to the customer. Proactively monitor, diagnose and report issues identified with key information
• Provide a single point of contact for locations responsible for managing the operational railway, so that there is ownership and accountability for all reported services issues relating to traffic management systems and their associated business/industry processes.
• Provide support for all IT related calls, striving to achieve a high level of fix at first point of contact.
• Achieve high levels of accuracy in capturing incident/request details via the service management tool in accordance with documented processes and procedures.
• Proactive monitoring, analysis and reporting of faults in relation to key information systems, so that availability and resiliency is maintained to minimise the impact to downstream systems.
• Collaborating extensively with internal support teams, projects and suppliers so that new and existing services meet the expectations and requirements of the customer, and that these are aligned so that systems are fully supportable based on business criticality, support availability and in accordance with Service Level Agreements (SLAs).
• Performing major incident management activities, so that support is effectively co-ordinated to diagnose, communicate and resolve service impacting issues in a timely manner.
• Proactively highlight gaps in processes, knowledge and tools to Team Leader.
• Provide high levels of customer service in a consistent, friendly, helpful and efficient service.
• Maintain high level of personal productivity to support the team and achievement of SLAs.

Essential

Your experience and skills

• Must be able to work flexible 24x7 shift patterns incorporating nights and weekends, and in accordance with business requirements
• 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 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

Contact

Additional Information...

Resourcing Business Partner - If you have any questions or reasonable adjustments please contact mark.powell4@networkrail.co.uk