Rail IT Service Desk Agent (Hybrid)

Network Rail; Doncaster; Hybrid; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Defined benefit pension scheme

75% off leisure train tickets

Flexible/hybrid working arrangements

28 days annual leave

Job summary

Network Rail in Doncaster is hiring for a permanent full-time role within Route Services. The team handles fault recording, incident updates and data-driven service improvements to ensure maximum availability and performance of rail assets.

The role sits in the NRT telecoms operations, placing you at the heart of data flows across signalling, information systems, CCTV and other critical infrastructure. A service desk background and rail/telecoms exposure are highly valued.

Qualifications

• GCSE/O level in Math, English, IT.
• Experience in a service desk environment.
• Strong knowledge of MS products and other IT software.
• Excellent written and verbal communication skills.
• Ability to work under pressure and stay calm.
• Strong prioritisation and stakeholder management.
• Travel across the rail community is required.
• Experience in railway or telecoms environments.

Responsibilities

• Manage incidents and order to charge; provide updates to service users.
• Support end-to-end resolution to improve user experience and service restoration.
• Capture data in trouble ticket systems and harmonise data across systems.
• Escalate incidents and issues to the appropriate teams.
• Provide proactive communication to customers, partners and management.
• Approve and document site access requests per policies.
• Assist prioritisation of tasks with resolver teams to restore service.
• Produce weekly reports highlighting trends and improvements.

Skills

Communication

Work under pressure

Prioritisation

Stakeholder mgmt

Rail experience

Education

GCSE/O level in Math English IT

Tools

MS Office

Trouble ticket systems

Job description

Network Rail in Doncaster is hiring for a permanent full-time role within Route Services. The team handles fault recording, incident updates and data-driven service improvements to ensure maximum availability and performance of rail assets.

The role sits in the NRT telecoms operations, placing you at the heart of data flows across signalling, information systems, CCTV and other critical infrastructure. A service desk background and rail/telecoms exposure are highly valued.