IT Service Analyst (2nd Line Service Analyst)

Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

Working in the Route Services IT Team, you will provide our customers with smart technology for the railway of today, designing fit-for-purpose and innovative solutions. Your vital work will help to manage the day-to-day running of our vast IT estate, from safety critical systems maintenance to hardware provision, supporting thousands of employees every day.

Main Responsibilities

To provide technical resolution and the management of customer incidents and requests regarding IT devices, operating systems and applications.

• Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels.
• Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.
• Achieve high levels of accuracy in capturing incident details on Service Management tools in accordance with team processes and procedures.
• Manage 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.
• Pro-actively document and fill gaps in processes, knowledge, and tools, and Make recommendations for improvement. Implement where possible.
• Provide technical guidance and input to all teams within Service Operations and act as project resource when requested
• Assist with other areas of Service Operations support workload as dictated by Service Operations KPI’s.
• Manage, maintain, and improve Service Operations associated services.

The Ideal Candidate

Essential

• Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange Online and Office productivity suite of applications / Office 365 applications.
• Good working knowledge of mobile handheld technologies; specifically, Apple iOS devices
• Understanding of printing devices and services such as HP, Canon, SafeCom Pull Print
• Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software applications.
• Self-starter requiring little supervision to achieve productivity and service targets.
• Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.
• Outstanding problem-solving skills.
• Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps.
• Committed to personal development and self-improvement.
• Role model exceptional customer service to both internal and external customers.

Desirable

• Experience of developing tools and utilities using MS PowerShell
• Ability to adapt readily to changing work and responsibilities

We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds, and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions.

At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment. For more information on D&I at Network Rail, please follow this link

About The Company

We’re an organisation where people matter. We matter to millions.

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.

We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information

Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

Package Description

Vacancy type: Permanent

Location: Manchester Square One, we are flexible on office location. We offer a hybrid working arrangement whereby you will be based in the office 2 or 3 times a week (depending on your preference) and the rest working remotely. Days and flexibility can be discussed with your manager.

Closing date: 26th May 2023, please note as part of your application, you will need to submit a video interview.

Band & Salary: Band 5 - £24,000 - £28,000 depending on experience.

About us

We’re an organisation where people matter. We matter to millions.

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.

IT Services, part of Route Services – which supplies critical services and equipment to Network Rail’s routes – designs, maintains and supports a vast array of programmes, applications and safety critical technology that keeps the railway moving.

We offer excellent benefits, including:

• Flexible working patterns such as working from home and working compressed hours
• A range of pension schemes
• Childcare voucher scheme
• Rail and underground season ticket subsidies up to 75%
• 28 days annual leave, plus bank holidays and volunteering days (5 days)
• 2 weeks paid reserve leave for our Armed Forces community
• Cycle to Work Scheme
• GymPass – Access to gyms across the UK
• Access to ‘My Benefits’ portal which include discounts in food, technology, and experience days

In 2021, we were voted as one of the Best Places to work in the UK.