Request Fulfilment Analyst
Company
Location
Manchester, England, United Kingdom
Posted At
4/2/2025
Advertise with us by contacting: [email protected]
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Description
Location
Manchester, GB
Department Name
IS Service Ops - Service Desk (807591) G1
About Network Rail
🌟 Join Our Team at Network Rail! 🌟
Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others.
We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
Brief Description
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.
About The Role (External)
To fulfil IT related service requests within Service Level Agreements and in accordance with the organisations policies and procedures. Identifying and contributing to continual service improvement initiatives that enhance quality and efficiency, and lead to increased customer satisfaction and user experience.
Provide a friendly, fast and efficient service in the fulfilment of IT requests.
Building and maintaining relationships with other teams within the support organisation.
Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.
Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
What are we looking for?
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment.
How To Apply (External)
Vacancy Type: Permanent, 35 hours per week.
Location: Manchester Square One
Salary:Band 6, £22,932
Closing date: 15th April 2025. - Late applications will not be accepted.
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.
🎟️ Interest-free travel loan for train and car park season tickets.
🎁 Discounts at stations with your Network Rail pass.
🌍 Flexible/hybrid working arrangements.
🕊️ Volunteer leave to make a positive impact.
❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.
🧸 We offer generous maternity, paternity, and adoption leave to support our employees duringsignificant life moments
Plus, more….
We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.
Our role is to run a safe, reliable and efficient railway,serving customers and communities. We exist to get people and goods where they need to be and to support our country's economic prosperity.Safety is our number onepriority.
We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK's leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds.
To submit your application, click apply now. For tips to help you prepare and apply click here
You can visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please contact [email protected] or add a note to your application.
What does our recruitment process look like?
Once you have applied, our Recruitment Specialist will look at your CV.
If your experience matches what we're looking for, you'll be invited to interview.
Manchester, GB
Department Name
IS Service Ops - Service Desk (807591) G1
About Network Rail
🌟 Join Our Team at Network Rail! 🌟
Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others.
We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone.
Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!
About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.
We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.
Brief Description
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.
About The Role (External)
To fulfil IT related service requests within Service Level Agreements and in accordance with the organisations policies and procedures. Identifying and contributing to continual service improvement initiatives that enhance quality and efficiency, and lead to increased customer satisfaction and user experience.
Provide a friendly, fast and efficient service in the fulfilment of IT requests.
Building and maintaining relationships with other teams within the support organisation.
Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.
Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
Highly adaptable/flexible approach in order to achieve corporate goals and objectives.
What are we looking for?
- Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
- Previous knowledge and experience of working with Active Directory and Exchange.
- Excellent written and verbal communication skills with attention to detail.
- Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
- Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
- Excellent keyboard and accuracy skills.
- Ability to work under pressure at times, both individually and as part of a team.
- Previous experience of software deployment tools.
- Knowledge of folder structures and security permissions inheritance.
- Awareness and application of security policies in relation to request fulfilment activities
- Aptitude for logical problem solving.
- Previous exposure to, or use of the Oracle e-Business suite
- Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
- Familiarity with Microsoft Windows technology and operating systems
- ITIL Foundation
At Network Rail, we have a number of employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and promote a professional and positive working environment.
How To Apply (External)
Vacancy Type: Permanent, 35 hours per week.
Location: Manchester Square One
Salary:Band 6, £22,932
Closing date: 15th April 2025. - Late applications will not be accepted.
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.
🎟️ Interest-free travel loan for train and car park season tickets.
🎁 Discounts at stations with your Network Rail pass.
🌍 Flexible/hybrid working arrangements.
🕊️ Volunteer leave to make a positive impact.
❤ Healthcare Scheme, GymPass discounts, Cycle to work plus more.
🧸 We offer generous maternity, paternity, and adoption leave to support our employees duringsignificant life moments
Plus, more….
We are proud to be recognised as a Times Top 50 Employer for Gender Equality for the third year in a row.
Our role is to run a safe, reliable and efficient railway,serving customers and communities. We exist to get people and goods where they need to be and to support our country's economic prosperity.Safety is our number onepriority.
We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK's leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds.
To submit your application, click apply now. For tips to help you prepare and apply click here
You can visit Evenbreak's Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please contact [email protected] or add a note to your application.
What does our recruitment process look like?
Once you have applied, our Recruitment Specialist will look at your CV.
If your experience matches what we're looking for, you'll be invited to interview.
Advertise with us by contacting: [email protected]
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