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The railway industry has evolved over nearly 200 years through continuous technological innovation, transforming services for passengers and freight customers. Today, technology continues to reshape the industry, driven by Digital, Data, and Technology (DDaT) as fundamental elements of operations, decision-making, and solutions.
As part of the DDaT directorate, you will have a unique opportunity to empower our customers and industry partners through modern and transformative technology. From daily IT operations that keep the national railway running to extensive delivery programs that redefine the railway's future, we are at the forefront of this transformation. Our talented and passionate workforce fosters an environment where individuals and teams are empowered, recognizing that technology is not just a tool but a catalyst for progress in an industry where change is constant.
Prepare to embark on a journey where your skills will be not only utilized but also honed and expanded. Join us as part of a collective effort to build and operate a railway fit for the next 200 years.
About the role (External)
To provide technical resolution and manage customer incidents and requests related to IT devices, operating systems, and applications.
1. Provide first and second level support/management for IT-related incidents and requests, ensuring adherence to agreed service levels.
2. Recognize and escalate incident trends promptly for action by Incident & Problem Management.
3. Ensure high accuracy in capturing incident details on Service Management tools according to team processes.
4. Manage 2nd line support queues, ensuring ticket allocation, vetting, and resolution follow documented guidelines.
5. Proactively document and address gaps in processes, knowledge, and tools; recommend and implement improvements where possible.
6. Provide technical guidance to Service Operations teams and act as a project resource when needed.
7. Assist with other Service Operations support tasks as dictated by KPIs.
8. Manage, maintain, and improve services associated with Service Operations.
The Ideal Candidate
What are we looking for?
* Comprehensive knowledge of Windows desktop and server OS, MS Exchange Online, and Office 365 applications.
* Good working knowledge of mobile technologies, specifically Apple iOS devices.
* Understanding of printing devices and services such as HP, Canon, and SafeCom Pull Print.
* Excellent technical skills with relevant experience in a support role, including supporting bespoke software applications.
* Self-motivated with minimal supervision to achieve targets.
* Effective communicator with outstanding customer service skills and the ability to influence across teams.
* Strong problem-solving skills.
* Proactive team player who supports colleagues and addresses knowledge and process gaps.
* Committed to personal development and self-improvement.
* Role model for exceptional customer service to internal and external customers.
What would make you stand out more?
* Experience developing tools and utilities using MS PowerShell.
* Ability to adapt quickly to changing work responsibilities.
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