Helpdesk Operator (OPHD)

Network Operations function operates the railway day-to-day. It delivers train paths, timetabling and train movements to enable safe performance and meet the needs of our customers. The function owns and manages our business relationships with the passenger and freight operators and external commercial stakeholders. The functional customer focused organisation provides clear ownership of operating responsibilities for all customers and stakeholders. The area delivery units are the building blocks of engineering and operations excellence. 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.
  
  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.
  
  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.