IT Service Desk Analyst

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution. 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.About the role (External) 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.
  
  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
  
  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.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!

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’re an organisation where people matter. We matter to millions. 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 We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row. Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.