IT Service Desk Analyst (2 x role available)

Network Rail; Manchester; Hybrid; GBP 24,000 - 28,000; Full time

Job summary

A leading company in the railway sector is seeking an IT Service Desk Analyst to join their IS Service Ops team in Manchester. This role involves providing first-level support, managing IT operations, and ensuring high customer service levels. With a hybrid working model, you'll be part of a dynamic team dedicated to delivering efficient IT solutions. The ideal candidate will possess strong communication skills, problem-solving abilities, and experience in a Service Desk environment. Join us to contribute to a safe and efficient railway service.

Benefits

Flexible working

Pension schemes

Healthcare

Childcare vouchers

Season ticket subsidies

Generous leave

Armed Forces reserve leave

Cycle to Work

GymPass

Discounts through ‘My Benefits’ portal

Qualifications

• Experience in a Service Desk environment.
• Ability to give clear technical instructions.

Responsibilities

• Provide 1st level Service Desk support as a single point of contact.
• Respond to requests within SLAs and escalate unresolved issues.

Skills

Problem Solving

Communication

Customer Focus

Attention to Detail

Education

ITIL Foundation certification

Tools

Active Directory

Job description

Join to apply for the IT Service Desk Analyst (2 x role available) role at Network Rail

Department Details

Department Name: IS Service Ops - Service Desk (807591) G1

Location: Manchester, GB

About Network Rail

Vacancy type: Permanent, 35 hours per week, Hybrid working (2/3 days in the office).

Location: Manchester Square One

Closing date: 22nd May 2025

Band & Salary: Band 6, £24,035

There are 2 roles available for this position.

About Us

We’re an organization where people matter. We offer excellent benefits, including flexible working, pension schemes, healthcare, childcare vouchers, season ticket subsidies, generous leave, Armed Forces reserve leave, Cycle to Work, GymPass, and discounts through ‘My Benefits’ portal. We are proud to be recognized as a Times Top 50 Employer for Gender Equality.

Role Overview

This role is part of Route Services, supporting the delivery of safe, cost-efficient services to railway routes. Working within the Route Services IT Team, you will provide smart technology solutions, manage daily IT estate operations, from safety-critical systems to hardware support, assisting thousands of employees daily.

Key Responsibilities

1. Provide 1st level Service Desk support, acting as a single point of contact for incident and request logging.
2. Follow all processes and procedures, providing clear information to users.
3. Respond to requests within SLAs, ensuring accurate incident details are captured.
4. Escalate unresolved issues promptly and recognize trends for escalation.
5. Highlight process, knowledge, or tool gaps and suggest improvements.
6. Deliver high customer service levels in a friendly and efficient manner.
7. Support team performance and meet SLAs.
8. Promote quality and consistency in service delivery.

How to Apply

Meet the essential criteria and apply today! For support or adjustments, contact [e-mail].

Essential Criteria

• Self-motivated with problem-solving skills.
• Experience in a Service Desk environment.
• Strong communication and customer focus.
• Ability to give clear technical instructions.
• Attention to detail and team awareness.
• Good keyboard skills.

Desirable Skills

• Experience with IT support in a corporate setting.
• Knowledge of Service Management disciplines (ITIL, Active Directory).
• ITIL Foundation certification.

Our Commitment

We value diversity and inclusion, fostering an environment where all can thrive. We support accessibility and reasonable adjustments for applicants.