2nd Line Service Analyst (2 x roles available)

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

Job summary

A leading company in the transport sector is seeking an Analyst to provide technical resolution for IT incidents. This role involves managing customer requests and ensuring high service levels. The ideal candidate will have strong technical skills, particularly in Windows OS and Office 365, and will thrive in a collaborative environment. Join a team dedicated to innovation and inclusivity in the railway industry.

Benefits

Generous annual leave

Defined benefit pension scheme

75% subsidy on rail and underground season tickets

Flexible/hybrid working arrangements

Healthcare Scheme

Qualifications

• Comprehensive knowledge of Windows desktop and server OS.
• Good working knowledge of mobile handheld technologies.

Responsibilities

• Provide first and second level support for IT incidents.
• Manage 2nd line support queues and ensure ticket resolution.

Skills

Communication

Problem-Solving

Education

Relevant Experience

Tools

MS PowerShell

Windows Operating Systems

MS Exchange Online

Office 365

Job description

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View more categories View less categories Sector Transport and Logistics Role Analyst Contract Type Permanent Hours Full Time

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. Click here to watch our inspiring video to learn more about us

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. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.

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.

We offer excellent benefits, including:

Generous annual leave (28 days plus statutory days), with the option to buy/sell days.

Defined benefit pension scheme.

75% subsidy on rail and underground season tickets.

Up to 75% off leisure travel.

️ Interest-free travel loan for train and car park season tickets.

Discounts at stations with your Network Rail pass.

Flexible/hybrid working arrangements.

️ Volunteer leave to make a positive impact.

Healthcare Scheme, GymPass discounts, Cycle to work plus more.

We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments

Plus, more....

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 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 (External)

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

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 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.

What would make you stand out more?

• Experience of developing tools and utilities using MS PowerShell

• Ability to adapt readily to changing work and responsibilities

• About the role (External)

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

How to apply (External)
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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.

There are 2 roles available for this position

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

Visit Evenbreak's Career Hive should you need accessibility support to apply. Should you require any reasonable adjustments/modifications, please contact [e-mail].

Company

Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.

From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.

We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.

We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.

We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.

Your health, wellbeing and benefits

We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first.

We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

We have a range of benefits including:

• 28 days annual leave entitlement.
• My benefits – Our discounted online shopping site.
• A range of discounted offers including, childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits.
• Subsidies of up to 75% on rail and underground season tickets.
• A range of pension schemes.
• 2 weeks paid reserve leave for our Armed Forces community.

What Diversity and Inclusion means to us

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.

Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.

Disability Confident Leader

Network Rail is an accreditedDisability Confident Leader . This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.

Find out more about our recruitment processhere

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