Helpdesk Operator (OPHD)

You will support the delivery of an efficient Operational Property helpdesk function, offering a 24 hour service, 7 days per week and 365 days per year with varied working hours. To take incoming calls into the Helpdesk Centre via telephone and e-mail, recording and reacting appropriately to all requests. Transposing fault requests into Citadel, liaising with customers, ensuring the OPHD maintains an efficient courteous service to its customers.,

• Record reactive incidents using Citadel system in accordance with NR Station Access and Operational Property guidelines.
• Adhere to all relevant procedures distributed by NR Teams and briefed via Helpdesk Manager referring to helpdesk documentation
• Communicate via telephone and email, being the interface with the operational property teams and their customers.
• Provide and undertake administrative and clerical tasks
• Interpret accurately call severity and determine the priority response times in line with the Station and Depot responsibility guide
• Update, coordinate and progress all actions relating to emergency works and work in out of hour circumstances, ensuring process is adhered to.
• Enter to the Citadel system information accurately.
• Maintain awareness of any updates regarding procedural changes and highlight any error, disparity or failure of process to your line manager in line with NR OPHD procedures
• Undertake any training identified in order to ensure skills and procedural knowledge remains up to date and relevant to role.
• Provide support and on the job training to new members of staff and trainees where applicable.
• Contribute towards the vision, values, aims and objectives of Network Rail, their clients and end users.
• Any other duties commensurate with the post.
• To be responsible for all equipment and materials issued in order to meet the requirements of the role.
• To be responsible for the health, safety and welfare of staff, public and self in accordance with Network Rail Health & Safety policy statements.
• Ensure that the Network Rail’s commitment to public service orientation and care of our customers is provided., If you would like any reasonable adjustments support during your application or throughout the recruitment process, please do not hesitate to contact the Resourcing Team who will happily assist.
Below are some examples of adjustments we can make: 1. Changing a provision, practice or ‘the way things are done’ For example, we can give candidates extra time to complete online, tasks or interviews as needed. 2. Changing a physical feature of our workplace For example, office/room layout can be adapted to accommodate individual needs. 3. Providing extra equipment or assistance For example, we can provide sign language interpreters and support workers where needed. Alternative document formats can be made available. There are lots of other adjustments we can consider – please just ask! The recruitment process will consist of shortlisted candidates being invited to take part in the following; delete as appropriate


• Excellent communication skills both verbally and orally with attention to detail.
• Customer focus approach.
• Ability to understand customer requirements and transpose accurately to ensure work order is accurate.
• Able to work well within a shift rotation and disciplined team.
• Ability to prioritise and work to deadlines and completing work load.
• Proficient in the use of Windows, MS Outlook, Word and Excel.
• Ability to communicate with people at all levels of seniority within an organisation.
Desirable
• Good knowledge of Railway Operational Property and fault management.
• Experience of working within a helpdesk function.
  
  We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here., Network Rail is at the heart of revitalising Britain’s railway. From Crossrail – Europe’s largest civil engineering project – to investment in world-class stations and major programmes of electrification, we're involved in some of the most ambitious and diverse ventures that this country has ever seen.
  
  About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles. We offer excellent benefits, including: Generous annual leave (28 days plus statutory days), with the option to buy/sell days. Defined benefit pension scheme. 75% subsidy on rail and underground season tickets. Up to 75% off leisure travel for you and your family (subject to terms and conditions) ️ Interest-free travel loan for train and car park season tickets. Discounts at stations with your Network Rail pass. Flexible/hybrid working arrangements. ️ Volunteer leave to make a positive impact. Healthcare Scheme, GymPass discounts, Cycle to work plus more. We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments, Hours: up to 37.5 hours per week with hybrid working and travel as required. You will be working a night shift of 21:00 to 07:00; 4 days on 4 days off. Salary range: £23,400 per annum plus 11% shit allowance