Join Network Rail - Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.
If you're ready to make a real difference, we'd love to hear from you!
Some of our great benefits:
We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
Flexible/hybrid working arrangements considered
Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
Discounts at selected stations with your Network Rail pass
Defined benefit pension scheme
75% off leisure train tickets for you and your dependents (subject to T&Cs)
Interest-free travel loan for train and car park season tickets
Volunteer leave to make a positive impact
Plus more....
Vacancy Details
Duration: Permanent
Location: Milton Keynes (Hybrid working, 60% or your working week in the office)
Band & Salary: Band 5 £28500
Interview Process
Online individual assessments : will be sent by the Resourcing Team after submitting your application.
Assessment day: We will be holding an assessment day on Monday 10th August . This will run from 9am - 4pm, full day attendance is required.
You'll be joining the Route Services Business Systems team, which is part of the corporate structure known as Finance and Business Support, within the Route Services directorate. Your role involves supporting the function to deliver services that are vital to the running of the railway, delivering the provision of services agreed by the routes to allow them to benefit from economies of scale and the optimisation of our critical resources.
A Message from the Hiring Manager (Service and Support Desk Manager)
I'm excited to welcome a new Support Assistant into our team. This role is a key part of how we support the organisation, ensuring our business-critical systems run smoothly and that our colleagues receive the high¿quality service they rely on every day. We're looking for someone who enjoys problem¿solving, is confident in communicating with customers at all levels, and brings a proactive, curious approach to learning new systems and processes. You'll join a supportive, friendly team where collaboration, continuous improvement, and customer focus are at the heart of everything we do.
If you thrive in a fast¿paced environment, enjoy variety in your day, and want to help deliver an exceptional support experience across our Business Systems landscape, we'd love to hear from you. This is a fantastic opportunity to build your technical and operational skills while making a real impact across the organisation.
Job Purpose is advertised under: To provide analytical, technical and operational support for a portfolio of business-critical applications. The role investigates and resolves system issues, manages data and user administration activities, supports testing and change initiatives, and works with users and stakeholders to ensure the effective operation and continual improvement of business systems.
What will you be doing?
- Provide support and guidance to the users of our systems, internal and external, including triage, problem analysis, resolution and training.
- Manage customer contacts via multiple sources e.g. ticket platform, telephone, email, live chat.
- Maintain accurate support logs, including assigning and escalating tickets with other teams and suppliers where required.
- Perform account administration in regard to system access, security and licence limitations.
- Produce and co-ordinate user and system communications.
- Maintain and update reference data for a set of applications, both regular and bulk data changes and uploads, to preserve and promote their accuracy, completeness and integrity.
- Process the creation, transfer and validation of data to and between systems.
- Maintain up-to-date knowledgebase articles for both technical support teams and end user guidance.
- Monitor and report on system performance, availability, and usage.
- Provide support with the identification and implementation of new systems, enhancements and continuous improvements to existing systems, including conducting user acceptance testing.
Meet the essential criteria? Apply today to join our team!
Essential
- Good communication skills and attention to detail, written and verbal
- Customer focussed approach with the ability to communicate with stakeholders at all levels
- Strong analytical, critical thinking and problem-solving skills
- High level of IT literacy; competent in handling and manipulating data for queries and pivot tables / charts
- Familiarity with web-based applications
- Experience of working in a business support environment, managing multiple work streams and correctly assigning priorities
- Demonstrates a proactive approach to learning, with the ability to quickly grasp new skills and concepts to adapt to evolving technologies and business needs
Desirable
- Experience in a technical or systems related environment
- Experience of Salesforce, Azure, SQL
- Knowledge and understanding of business processes around supply chain and logistics, commercial and procurement and asset management
- Relevant ICT qualifications or certifications that demonstrate technical competency
Contact: [email protected] If you have any questions or reasonable adjustments.
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