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IT Service Desk Analyst
Network Rail
Provide first‑level IT service desk support to Network Rail users.
6d ago
£24,900
Experienced (8-12 years), Expert & Leadership (13+ years)
Full Time
Manchester, England, United Kingdom
Hybrid
Company Size
40,000 Employees
Service Specialisms
Engineering
Construction
Asset management
Systems engineering
Design
Operations & Maintenance
Consulting
Project management
Sector Specialisms
Marketing
Human Resources
IT
Logistics
Project Management
Finance
Property
Legal
Role
What you would be doing
incident escalation
service desk
first-level support
customer service
sla management
process improvement
- Recognise and escalate call/incident trends to Senior Analyst / Team Leader to enable prompt investigation by Incident Management.
- Provide first level service desk support for all IT related calls, striving to achieve a high level of fix at first point of contact.
- 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 high levels of customer service in a consistent friendly, helpful and efficient service.
- Action customer requests in accordance with Service Level Agreements (SLAs), when requested to by the management team.
- Follow all agreed processes and procedures, responding to requests for assistance by providing information to enable callers to understand solutions to reported problems.
- Proactively highlight gaps in processes, knowledge, and tools to Senior Analyst / Team Leader.
- 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.
- Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
What you bring
active directory
service desk
service management
it support
problem solving
customer focus
- Aptitude for logical problem solving
- Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit
- Excellent keyboard and accuracy skills
- Previous experience of working in a Service Desk environment
- Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time
- Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment
- Previous use/awareness of Active Directory
- Achieve high levels of accuracy in capturing call/incident details via the service management tool in accordance with team processes and procedures.
- Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
- Strong customer focus with the ability to build rapport and engender customer confidence
- Experience in providing IT support in a corporate environment
- Excellent written and verbal communication skills with a talent for attention to detail
- 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
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Training + DevelopmentInformation not given or found
Interview process
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Company
Overview
20,000 miles of track
Rail Network Span
The extensive railway infrastructure it manages spans over 20,000 miles, ensuring connectivity across the UK.
30,000 bridges
Managed Structures
Operates and maintains over 30,000 bridges to ensure safe rail passage for trains and passengers.
- Responsible for managing the country’s railway infrastructure, playing a vital role in the UK's transport system.
- Ensures the safe passage of trains through its management of critical railway assets.
- Origins date back to 2002, when the rail infrastructure was brought into public ownership.
- Based in Milton Keynes, it is a crucial player in delivering major transportation projects.
- Typical projects include track renewal, station modernization, and large-scale electrification efforts.
- Oversees one of the world’s most complex and busiest rail networks, with significant investment in improving connectivity across the UK.
- Focuses on maintaining safety and operational efficiency through cutting-edge technology and engineering solutions.
- Collaborates with train operators and local authorities to ensure seamless travel experiences for passengers.
- Delivers the High Speed 2 (HS2) project, set to revolutionize rail travel in the UK.
- Committed to improving sustainability and reducing the environmental impact of rail transport.
- Safety first, always.
- We value people’s ideas, energy and drive.
- We are responsible, dependable and accountable.
- We are better together, we collaborate, share knowledge and support each other.
- We challenge ourselves to deliver outstanding performance.
- We are committed to doing the right thing.
50% Reduction
Carbon Emissions Target
The company aims to reduce its carbon emissions by half by 2025 compared to 2017 levels.
Net Zero 2050
Carbon Neutrality Goal
The company is committed to achieving net-zero carbon emissions by 2050.
- Increasing use of renewable energy across operations.
- Promoting low-carbon technologies, including electrification of rail networks.
- Investing in green innovation and sustainable rail infrastructure.
- Commitment to reducing waste, with a focus on reusing and recycling materials.
- Developing and implementing nature-based solutions to enhance biodiversity.
40% Women
Senior Leadership Target
Aiming for 40% of women in senior leadership roles by 2025 to achieve greater gender balance.
- Rolling out initiatives to support career progression for all employees, particularly women and ethnic minorities.
- Ongoing leadership development programs focused on building a more inclusive workplace.
- Increasing the representation of women in technical roles.
- Diversifying recruitment efforts, including targeting underrepresented groups.
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