Helpdesk Operator

Helpdesk Operator (High Speed)

**Location**:
Gravesend, GB

**Department Name**:
Southern Region

**About Network Rail**:
**Helpdesk Operator**

It’s an exciting time to be joining Network Rail High Speed. We are making the biggest fundamental change to our business in its history, as we look to modernise and deliver an even more sustainable and high performing high speed railway than we already have today

**Who we are**

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1).

The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd’, undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.

We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.

**Brief Description**:
**The role**

The purpose within Facilities Management is to manage the day to day issues that arise around station assets and facilities management - you will source, maintain and upgrade station assets as and when necessary, whilst forecasting asset life spans and working to obtain value for money (using up and coming technology to do so).

We are looking for a Helpdesk Operator to provide an efficient and effective general administrative support service to internal and external customers. The administrative support you bring will make all areas of work progress smoothly from receiving and recording faults from various contact sources, to processing, progressing and issuing permits.

This is a great opportunity and a permanent position, so come and be part of a truly unique business that brings the UK closer to Europe.

**About the role (External)**:
**The person**

As a Helpdesk Operator, you will act as the first point of contact for all fault related issues, ensuring strong and accurate customer focused skills are utilised at all times.

You will own through to resolution all incidents and queries that come through to you, making sure the customer is fully updated at each step of the process. Working smartly, you will utilise all departments available to you in order to mitigate any potential or future business impact on the customer.

**Key Accountabilities**
- On behalf of customers, own and manage incidents and issues through to completion.
- Accurately log, assign and update call records with all of the relevant information and track through to closure.
- Adhere to processes relevant to each issue to meet the business need and to minimise business impact.
- Notify, through escalation, all protracted issues or process failures to the line manager.
- Responsible for raising user awareness of basic software skills and best practice methods in the use of standard Network Rail software and hardware tools, to improve overall productivity and reduce the number of issues raised.

**Do you have ?**
- The ability to understand customer requirements and determine support requirements?
- Excellent customer service skills?
- A high attention to detail - and are you methodical and organised?
- The ability to work well within a highly disciplined team under pressure?
- The ability to prioritise competing issues?

**Are you ?**
- Proficient in the use of Windows 10, MS Outlook, Word and Excel? It you have used Concept Evolution this would be an added bonus, but not essential.

**_ Please Note:_**
- This role consists of a 35 hour working week (spread over varied shift pattern)
- Own transport is desirable as public transport is limited.
- Please also be aware - this is not an IT Helpdesk position.

**The important stuff**

The role will be based at Singlewell.

**What can we offer you in return?**

We follow a structured pay framework, any salary offered will be within the following pay range:
£19,800 per annum (+ outer London allowance of £1,942 per annum).

We can offer you a rewarding career with competitive pay and excellent benefits, including:

- 28 days annual leave (plus bank holidays)
- Bonus scheme
- Excellent choice of pension schemes
- 75% subsidy on rail season tickets (including London underground)* _capped at £2,750_
- ‘my benefits’ - our discounted online shopping site
- Training, development and employee assistance programme available
- Two weeks paid reserve leave for our armed forces community
- 5 days paid