Service Desk Agent

Network Rail; Doncaster; Híbrido; GBP 25.000 - 27.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Defined benefit pension scheme

75% off leisure train tickets

Flexible/hybrid working arrangements

28 days annual leave

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Communication

Work under pressure

Prioritisation

Stakeholder mgmt

Rail experience

Educación

GCSE/O level in Math English IT

Herramientas

MS Office

Trouble ticket systems

Descripción del empleo

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments we value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support. If you're ready to make a real difference, we'd love to hear from you!

Some of our great benefits:

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

Flexible/hybrid working arrangements considered

Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days Discounts at selected stations with your Network Rail pass

Defined benefit pension scheme

75% off leisure train tickets for you and your dependents (subject to T&Cs)

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

Volunteer leave to make a positive impact

Duration:Permanent This role is a full-time opportunity.

Location:Doncaster Carolina Court, Doncaster

Band & Salary:Band 6 25,409 - £27,000 (Depending on experience)

About the role

What does the average day look like?

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

In simple terms, NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.).NRT is also playing a key role in the realisation of Network Rail's digital railway aspiration which requires huge amounts of data managed securely to work.

Main responsibilities

You will be the recognised point of contact for NRT service users providing fault recording, incident updating and advice on order to charge queries enabling maximum availability, performance and utilisation of the service and resources by the customer. To invoke proactive process escalation.

What will you be doing?

• Managing incoming / outgoing calls associated with incidents and order to charge, tracking the information and providing timely informative updates to the service users. .
• Supporting the end to end trouble to resolve process for incidents faults and requests to improve user experience & service restoration.
• Responsible for the efficient data capture, recording information on various trouble ticket systems and validating information received. Harmonising of data between various trouble ticket system with a view to proactively manage similar / interdependent incidences across the network and sourcing relevant information to provide speedy closure of faults and SINCS record (TMTH).
• Escalate incidents, requests and issues according to the appropriate process (incident, problem management & order to charge) to the relevant teams.
• Responsible for regular proactive escalation/ communication to internal and external customers, partners and management to improve service and user experience.
• Approve and document the site access requests according to the appropriate site access policies.
• Analysing work bank and assist with task prioritisation with resolver teams with a view to restore service.
• Produce weekly reports highlighting trends and areas of service improvement.

Your experience and skills

• Educated to GCSE / O level ( Math, English , IT)
• Experience working within a service desk environment
• Good working knowledge of MS products and other IT software
• Excellent communication skills, both written and oral
• Ability to work under pressure and remain calm
• Excellent prioritisation skills
• Stake holder management
• Travel across the rail community is required
• Previous experience in a railway environment
• Previous experience in a telecom's environment

Additional Information...

#LI-SB1

Key Information

Number of Positions:

1

Contract Type:

Permanent

Hours:

Full Time

Location:

Doncaster Carolina Court, Doncaster

Closing Date:

29-OCT-2026

Job Category:

Digital Data and Technology

Function:

Route Services

Asset:

DDaT Telecoms Operations

Organisation:

TA Network Operations (Telecoms) (570660) G1