Technical Support Agent/ 1st Line Support

About Network Rail
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. 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. 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.
Do you enjoy problem-solving and finding solutions to help your customers?
We are looking for someone with a passion for projects to join us on a 9 month fixed term contract, this may include projects across payroll, recruitment and onboarding, payables, receivables, financial accounting, reporting, controls and compliance, and helpdesk support.
Salary: Band 5 - £26,936.00 per annum
Manchester - Square One office. Please note this is a hybrid working pattern with a minimum of 3 days per week in the office.
Contract type: 9 month fixed term contract
Act as the departmental subject matter expert for all operational escalations, upskill and continually develop the team to drive knowledge and performance.
Work with the service team to review and performance, feedback to the team and where necessary escalate concerns to the team manager.
Responsible for understanding the full shared service operation, work with other departmental analysts to knowledge share and upskill within the subject matter expert community.
Act as second line support for the query management team, aid the helpdesks teams in answering more complex queries and respond on behalf of your team.
Support an inclusive culture where individuals can be themselves and are free to challenge existing process without discouragement. Work with all parties to reduce risk and the cost of control.
Support the Network Rail better day every day initiative by overseeing the adoption of weekly focus initiatives, coaching and empowering team members to innovate existing processes to drive continuous improvement in the department and wider organisation
Demonstrable experience of managing improvement projects and processing high volume activity
Proven influencing, networking and stakeholder management skills at senior management level.
Experience of managing improvement projects and processing high volume activity
ORACLE eBusiness Suite experience
At Network Rail, people matter. You’ll be part of a team that values your contribution and supports your growth. Your work will directly impact the development of future railway professionals and help us achieve our goal of getting everyone home safe every day
You will have development opportunities, access to training and enjoy a range of employee benefits, such as up to 28 days annual leave, rail travel subsidies, a range of pension options, flexible and agile working arrangements, discounts on shopping, gym memberships and much more.
Network Rail Benefits - To find out about what benefits we offer, click here
Salary: Band 5 - £26,936.00 per annum
Contract type: 9 month fixed term contract
If you would like to speak the Resourcing Team, please contact RSResourcing@networkrail.If you would like any reasonable adjustments support during your application or throughout the recruitment process , please do not hesitate to contact the Resourcing Team who will happily assist.
For example, we can give candidates extra time to complete online, tasks or interviews as needed.
Changing a physical feature of our workplace For example, office/room layout can be adapted to accommodate individual needs.
Providing extra equipment or assistance For example, we can provide sign language interpreters and support workers where needed.