IT Service Desk Analyst Intro
We have an incredible opportunity for an IT Service Desk Analyst to join our IT Operations and Services team on a permanent basis (Darlington based). We support hybrid and flexible working for this role, with a mix of office and remote work.
Who we are
Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest established pension funds.
Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into.
To learn more about Railpen including our values, culture, and purpose, visit our LinkedIn Life page here.
The role
The purpose of this role is to act as a first point of contact, providing 1st and 2nd line remote or onsite support to ensure the smooth operation of IT systems internally and externally across the business. The role involves providing technical support to end-users with hardware or software issues, managing incidents and requests through our ITSM toolset, and ensuring all tickets are accurately assigned and resolved within agreed service levels. This position is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.
The person
The successful candidate will have exceptional customer service skills and a passion for improving customer satisfaction. Experience working in a fast-paced IT Service Desk environment, troubleshooting, and incident/request management is essential. Knowledge of Active Directory (ADDS), M365 applications, major incident management, and ITIL accreditation would be beneficial but are not mandatory.
We seek someone who welcomes change, is adaptable, eager to learn new skills, and capable of building effective working relationships. Being highly organized, able to meet deadlines, and taking ownership of work are key qualities. The ability to identify inefficiencies and suggest improvements to develop best practices is also important.
Our values
Our values of integrity, community, and alignment guide our behavior. They influence our decision-making and relationships. We actively demonstrate these values to create a safe environment, prioritize community needs, and foster a culture of fair challenge, always aiming for the best interests of our members.
What we can offer you
Rewarding you
* A competitive salary
* On Call rota (1 in 6) with a 7% payment
* 28 days annual leave plus bank holidays
* Generous annual bonus plan
* Membership of the Railways Pension Scheme, a Defined Benefit pension providing a pension for life and a lump sum at retirement based on service and pay
* 4x Life Assurance cover
* Colleague referral scheme
Health & Wellbeing
* Employee assistance programme
* Health cash plan
* Eye care vouchers
* Flu vaccination
Lifestyle
* Hybrid and flexible working supported, with generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave
* Buy and sell holidays
* Give as you earn scheme
* Paid volunteering days
* Flexible half days leave
* Electric vehicle leasing
* Cycle to work scheme
Next Steps
Please apply via the apply button or visit our Careers Page by 5pm on Wednesday, 14th May 2025.
Railpen is committed to creating an inclusive and diverse environment. We value diversity and welcome applicants from all backgrounds and walks of life.
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