Summary: The 1st Line Service Desk Support Analyst role at Network Rail involves fulfilling IT service requests within established Service Level Agreements while contributing to service improvement initiatives. The position requires building relationships with other teams and maintaining high levels of customer service to enhance user experience. This is a 6-month hybrid contract based in Manchester, focusing on leveraging technology to support railway operations. The role demands a proactive approach to problem-solving and customer satisfaction.

Key Responsibilities:

• Provide a friendly, fast, and efficient service in the fulfilment of IT requests.
• Build and maintain relationships with other teams within the support organization.
• Maintain high levels of personal/team productivity by resolving customer requests in accordance with defined Service Level Agreements.
• Achieve high levels of accuracy in updating call/request details on Help Desk tools.
• Adhere to escalation procedures for unresolved calls.
• Recognize and escalate request trends to the Team Leader.
• Proactively highlight gaps in processes, knowledge, and tools to the Team Leader.
• Provide high levels of customer service to maintain customer satisfaction rates.
• Demonstrate a highly adaptable/flexible approach to achieve corporate goals and objectives.

Key Skills:

• Highly self-motivated with the ability to concentrate on complex customer requests.
• 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 and increase customer satisfaction.
• Strong sense of personal responsibility and achievement.
• Excellent keyboard and accuracy skills.
• Ability to work under pressure both individually and as part of a team.
• Previous experience of software deployment tools.
• Knowledge of folder structures and security permissions inheritance.
• Aptitude for logical problem solving.

Salary (Rate): undetermined

City: Manchester

Country: UK

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT