2nd Line Service Analyst

ENGINEERINGUK; Manchester; Hybrid; GBP 24,000 - 28,000; Full time

Job description

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About Network Rail

Join Our Team at Network Rail!

Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others. We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. 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 the role (External)

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

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

The Ideal Candidate

What are we looking for?

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

What would make you stand out more?

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

How to apply (External)
Vacancy type: Permanent, 35 hours per week, Hybrid working of 2/3 days in the office. We welcome applications from those seeking flexible or part time hours.

Location: Manchester Square One

Closing date: 7th May 2025

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

We are an inclusive employer of choice, Disability Confident Leader! We encourage people to work flexibly and welcome applications from everyone.