Service Desk Agent

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.

We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments 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 Even breaks Career Hive for advice on accessibility support.

If you're ready to make a real difference, we'd love to hear from you!

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

Duration:Permanent This role is a full-time opportunity.

Location:Doncaster Carolina Court, Doncaster

Band & Salary:Band 6 25,409 - £27,000 (Depending on experience)

What does the average day look like?

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

In simple terms, NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.).NRT is also playing a key role in the realisation of Network Rail's digital railway aspiration which requires huge amounts of data managed securely to work.

You will be the recognised point of contact for NRT service users providing fault recording, incident updating and advice on order to charge queries enabling maximum availability, performance and utilisation of the service and resources by the customer. To invoke proactive process escalation.

• Managing incoming / outgoing calls associated with incidents and order to charge, tracking the information and providing timely informative updates to the service users. .
• Supporting the end to end trouble to resolve process for incidents faults and requests to improve user experience & service restoration.
• Responsible for the efficient data capture, recording information on various trouble ticket systems and validating information received. Harmonising of data between various trouble ticket system with a view to proactively manage similar / interdependent incidences across the network and sourcing relevant information to provide speedy closure of faults and SINCS record (TMTH).
• Escalate incidents, requests and issues according to the appropriate process (incident, problem management & order to charge) to the relevant teams.
• Responsible for regular proactive escalation/ communication to internal and external customers, partners and management to improve service and user experience.
• Approve and document the site access requests according to the appropriate site access…