Summary: The 1st Line Service Desk Support Analyst role at Network Rail involves fulfilling IT service requests while adhering to Service Level Agreements. The position emphasizes customer service, relationship building, and continual service improvement within a dynamic technology-driven environment. The analyst will work in a hybrid model, primarily based in Manchester, and contribute to enhancing user experience and operational efficiency. This role requires a proactive approach to problem-solving and collaboration with various teams.

Key Responsibilities:

• Fulfil IT related service requests within Service Level Agreements and organizational policies.
• Identify and contribute to continual service improvement initiatives.
• Provide friendly, fast, and efficient service in fulfilling IT requests.
• Build and maintain relationships with other support teams.
• Maintain high levels of productivity by resolving customer requests promptly.
• Achieve accuracy in updating call/request details on Help Desk tools.
• Adhere to escalation procedures for unresolved calls.
• Recognize and escalate request trends to Team Leader.
• Proactively highlight gaps in processes and tools to Team Leader.
• Provide high levels of customer service to maintain satisfaction rates.
• Adapt flexibly to achieve corporate goals and objectives.

Key Skills:

• Highly self-motivated with the ability to concentrate on complex requests.
• Experience with Active Directory and Exchange.
• Excellent written and verbal communication skills with attention to detail.
• Strong customer focus and ability to build rapport.
• Sense of personal responsibility and achievement.
• Excellent keyboard and accuracy skills.
• Able to work under pressure individually and as part of a team.
• Experience with software deployment tools.
• Knowledge of folder structures and security permissions inheritance.
• Aware of security policies related to request fulfilment.
• Aptitude for logical problem solving.

Salary (Rate): undetermined

City: Manchester

Country: UK

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT