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.
About us
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.
Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!
About the role
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
