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South Western Railway is committed to equal opportunities employment, and your application will be reviewed by the hiring panel with personal information removed. In order to assist this process please ensure that any attachments such as CV's or covering letter have personal details removed (this includes your name, address and email address). Any other attachments such as professional qualifications can be left unedited. Applications not following this guidance may be rejected.

Main Purpose

To resolve faults, fulfil service requests and to deliver IT Telecoms services to South Western Railway departments in accordance with Service Level Agreements.

To provide a strong customer focus to end users to ensure requirements are met and the customer is kept fully up to date with on-going progress.

To provide IT Telecoms solutions (land lines, mobile phones. tablets and mobile data services) to meet business requirements.

To actively represent IT in any projects that have a requirement for IT Telecoms solutions

Principal Accountabilities

• Ensure all faults, service requests and projects are logged, assigned and given the correct priority.
• Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.
• Ensure the Service Desk System is updated with call progress and activities.
• Attend South Western Railway sites to fix telecoms faults and implement new technologies.
• Maintain excellent communications and provide regular progress updates with other team members and IT customers.
• Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.
• Ensure effective Service Delivery processes and procedures are implemented and followed in line with ITIL standards.
• Ensure the IT procurement process is followed and liaise with the South Western Railway Procurement and Contract department as necessary.
• Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.
• Make recommendations to the Head of IT and Senior IT Service Delivery Manager on improvements for the support activity and the quality of service provided.
• Create and maintain IT records including user accounts, asset register, software inventory and support documentation.
• Provide advice, guidance, costs and implementation of any requested services or projects.
• Provide out of hours support if required

Minimum Requirements

• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• A passion for technology
• Experience of managing 3rd parties and 3rd party delivered services
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organisational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritise and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks
• Possess excellent problem solving skills

Working Pattern

Working an average of 37 hours per week over 5 days

Office hours, Monday – Friday with out of hours as needed

In return we offer a competitive salary and a variety of valuable benefits including free duty and leisure travel on SWR services for employee, free leisure travel for spouse/partner and dependants (criteria dependant), 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.

Please note applicants who require a visa, must have at least 6 months remaining at the time of their appointment.

At SWR we believe our people are our greatest asset.

Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions.

We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.