IT Service Desk Analyst

This is a 6 month fixed-term position

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

The IT Team

Based in our IT team, the role of IT Service Desk Analyst is to provide first-line support to LNER staff for incidents and service requests, accurately recording and processing them in a timely and efficient manner or re-directing them to the appropriate internal or external resolution team. Duties also include routine and pro-active systems monitoring and health checks.

The Service Desk is available 06:00–21:00 on weekdays, 07:00-18:00 Sat and 08:00-18:00 Sunday and as such, Service Desk analysts are required to operate on a shift pattern including weekend and bank holiday working.

What will I be responsible for?

• The provision of first line support for incidents and service requests, logging and responding to all contacts from customers in a professional, supportive and positive manner.
• Ensure accurate and complete information is captured and logged of the incident/request of customers
• Carrying out initial diagnosis on all logged incidents and service requests received at the Service Desk ensuring that all details are captured from the customer regarding the to accurately record required details and actions taken.
• Comply with the Incident Management Process, Service Request and all other appropriate processes to progress, identify and escalate incidents and service requests.
• Monitoring LNER systems and networks, pro-actively raising incidents as required.
• Undertake standard user and network administration tasks associated with corporate systems and the infrastructure.
• Proactively keep the customers and suppliers informed of any progress on their incident/service request
• Ensuring a consistently high quality of customer service is provided by the Service Desk delivering a positive and professional approach at all times

To be successful, we are looking for someone who can demonstrate the following

• Customer service and communication skills
• Knowledge of technologies used by our customers and staff
• Troubleshooting/problem-solving skills
• Ability to work under pressure
• Teamwork skills and interpersonal skills
• Support Experience

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here