IT Service Desk Analyst (2 x role available)

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

Job summary

A role within Route Services at Network Rail, focusing on delivering smart technology solutions and providing first-level IT support. The position requires handling incident logging, ensuring high customer service standards, and maintaining service delivery quality.

Qualifications

• Provide first level support for IT-related calls.
• Ensure high first contact resolution.

Responsibilities

• Act as a single point of contact for incident and request logging.
• Document call/incident details accurately.

Skills

Customer Service

Problem Solving

Job description

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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:

ab76795640cc

Job Views:

3

Posted:

14.05.2025

Expiry Date:

28.06.2025

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Job Description:

Brief Description

This role is within Route Services, a business area dedicated to providing services to railway routes in the safest, most cost-efficient, and effective manner. The aim is to benefit from economies of scale and optimized national resources.

Working in the Route Services IT Team, you will deliver smart technology solutions for the railway of today, designing fit-for-purpose and innovative solutions. Your work will support the daily operations of our extensive IT estate, including safety-critical systems maintenance and hardware provisioning, supporting thousands of employees daily.

About the role (External)

Brief Description

You will provide 1st level Service Desk support to users of Network Rail’s IT systems, acting as a single point of contact for incident and request logging, ensuring knowledge sharing and first contact resolution to minimize service disruption.

What will you be doing?

1. Provide first level support for all IT-related calls, aiming for high first contact resolution.
2. Follow established processes and respond to requests, providing clear information to help users understand solutions.
3. Address customer requests in line with Service Level Agreements (SLAs).
4. Accurately document call/incident details in the service management system.
5. Follow escalation procedures for unresolved calls.
6. Identify and escalate call/incident trends for prompt investigation.
7. Highlight process, knowledge, and tool gaps for improvement.
8. Maintain high customer service standards in a friendly and efficient manner.
9. Support individual and team performance objectives, meeting SLAs.
10. Ensure quality and consistency in service delivery, meeting all goals and targets.