2nd Line Service Analyst (2 x roles available)

TN United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading railway organization in Manchester as part of the DDaT directorate, where you'll provide essential IT support and contribute to transformative technology initiatives. This role offers a unique opportunity to work in a dynamic environment, supporting both internal teams and external customers while enhancing your technical skills.

Qualifications

• Comprehensive knowledge of Windows desktop and server operating systems.
• Excellent technical skills in service support roles.
• Outstanding problem-solving skills.

Responsibilities

• Provide first and second level support for IT-related incidents.
• Manage 2nd line support queues and ensure ticket resolution.
• Proactively document and improve service operations.

Skills

Customer Service

Problem Solving

Communication

Collaboration

Tools

MS PowerShell

Windows Operating Systems

Office 365

Apple iOS

Job description

Social network you want to login/join with:

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Client:

Network Rail

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

28616e328e7a

Job Views:

3

Posted:

15.05.2025

Expiry Date:

29.06.2025

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Job Description:

Brief Description

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 partners with modern and transformative technology. From day-to-day IT operations that keep a national railway running, to extensive delivery programs 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 industry where change is constant.

Get ready to embark on a journey where your skills will be utilized, 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 (External)

To provide technical resolution and 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 business service levels.

· Recognize and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.

· Achieve high accuracy in capturing incident details on Service Management tools in line with team processes and procedures.

· Manage 2nd line support queues and ensure ticket allocation, vetting, and resolution follow documented guidelines.

· Proactively 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 a project resource when requested.

· Assist with other areas of Service Operations support workload as dictated by Service Operations KPIs.

· Manage, maintain, and improve Service Operations-related services.

The Ideal Candidate

What are we looking for?

· 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 through relevant experience in a service support role, 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, proactively supporting colleagues and filling knowledge and process gaps.

· Committed to personal development and self-improvement.

· Role model for exceptional customer service to both internal and external customers.

What would make you stand out more?

· Experience developing tools and utilities using MS PowerShell.

· Ability to adapt readily to changing work and responsibilities.