Location
Manchester, GB
Department Name
IS Service Ops - Incident Management (807595) G1
About Network Rail
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. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. 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.
If you're ready to make a real difference, we'd love to hear from you!
Brief Description
Vacancy type: Permanent, 35 hours per week, Hybrid working of 3 days in the office.
Location: Manchester Square One
Closing date: 17 th July 2025
Band & Salary: 6 circa £23,758
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)
BRIEF DESCRIPTION
The role of an IT Administrator to operate the ITSS Incident Management process to respond to incidents and requests for service, reported by customers, managing requests for help to appropriate functions for resolution, monitoring progress, and keeping users apprised of progress.
- Follow agreed procedures for the governance of all support queues; this includes responding to requests for assistance and providing facilitated support throughout the lifecycle of an incident, so that the customer’s problems can be resolved.
- Adhere to escalation procedures, promptly providing and applying incident management governance to escalated calls to prevent the number of complaints raised.
- Recognise and escalate incident trends in supplier queues, to maintain the supplier SLA’s and meet customer expectation.
- Provide high levels of customer service in a consistently friendly, helpful and efficient manner to uphold high levels of customer satisfaction scores.
- Operate high levels of accuracy when updating call details using Incident Management tools with a view to minimise incident downtime.
- Maintain a high level of personal productivity and accuracy to achieve Route Services IT SLA’s.
- Pro-actively highlight improvements and gaps in processes, knowledge, and tools to Team Leader to continually better the service provided.
The ideal candidate
Meet the essential criteria/ Apply today to join our team!
Essential
- Highly self-motivated, with the ability to concentrate on complex customer problems for significant periods of time.
- Excellent written and verbal communication skills with attention to detail.
- Strong customer focus with the ability to build rapport and engender customer confidence.
- Clear speaking voice with the ability to give complex technical instructions in unambiguous, simple language.
- Excellent listening and questioning skills to ensure a customer’s problem is fully understood.
- Strong sense of personal responsibility and achievement with awareness of how personal performance influences service level attainment.
- Excellent team worker with the self-awareness and control to understand how own actions can influence team spirit.
- Excellent keyboard and accuracy skills.
Desirable
- Proficient in Desktop Software, (MS Office)
- Use of email (MS Outlook)
- Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
- ITIL Foundation
How To Apply (External)
Click
apply now to apply.
You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.
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.
All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information
- Some of our roles require face to face Drugs & Alcohol testing. Further details will be shared with you as part of your formal offer.****
