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As a 2nd Line Service Analyst, you will provide technical resolution and management of customer incidents and requests regarding infrastructure, IT devices and applications. Provide input into documented improvements in knowledge and support processes for all areas of the Service Operation

You’ll build strong working relationships and rapport with members of their team and our customers. You’re a clear and concise communicator with the ability to tailor your communication depending on the issue and level of stakeholder. You’re empathetic of business needs understanding that needs can differ between our customers and understand the impact that your work has on the organisation.

You’ll work well on your own and as part of a valued team.

Our 2nd Line Service analysts have a drive and ambition to succeed within the role for themselves and the greater good of the team. Challenging current ways of working and continuously looking for ways to improve services, processes and show openness and positivity towards changes. You’ll share ideas, knowledge, experiences, and successes with others to help resolve incident quickly. You’re keen to develop in the role, learning from your colleagues and line managers to understand and appreciate different ideas and approaches. You’ll recognise when they need further support and take responsibility and ownership of their workload, action and be accountable for their own safety and well-being as well as that of others.

Our team are:

• punctual
• can manage their time efficiently
• can prioritise tasks and follow processes
• open to new ideas and diverse ways of thinking

If this sounds like you apply today to join our team!

What will you be doing?

• Provide first and second level support/ management for IT related queries, 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 queue 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 instructed by Service Operations KPI’s.
• Manage, maintain and improve Service Operations associated services.

Do you have the following skills and experience?

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

• ITIL Foundation
• Microsoft/Oracle accredited in relevant disciplines
• Good working knowledge of networking and protocols
• Understanding of other Service Management disciplines (e.g., configuration, change, problem, operations, capacity, availability, performance etc.)
• Understanding of Voice over IP telephony and contact centre systems.
• Experience of developing tools and utilities using MS PowerShell
• Good network and infrastructure knowledge
• 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

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.

Vacancy type: Fixed Term Contract, 6 months

Location: Manchester Square One, we are flexible on location, and we would be open to discuss agile working.

Closing date: 13th March 2023

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 gym’s 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.

If you would like to speak the Resourcing Team, please contact [email protected]