Helpdesk Operator

Helpdesk Operator (OPHD) - 15 months secondment/FTC

**Location**:
Rochdale, GB

**Department Name**:
Route Services

**About Network Rail**:
Our passengers and freight users are at the heart of everything we do. We help connect people to their friends and families and get goods to their destination safely and efficiently. We're an organisation where people matter. **Watch our video to find out more**

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**:
This opportunity sits in Supply Chain Operations, a newly formed division of Route Services that procures safe, balanced, products and services that are in turn used to improve and enhance the rail infrastructure across Britain.

We strive to deliver excellent value and service to our customers, helping the rail industry to work together to deliver a more cost-effective railway.

What do we do?

Our extensive supply chain network plays a crucial role in helping to run a safe and efficient railway.

Every year we:

- Buy and deliver 2,000km of rail and 2.5 million tonnes of ballast.
- Operate 1,200 rail vehicles.
- Mechanical and electrical locking fitters maintain 468 signal boxes and 387 ground frames
- Operational property helpdesk process over 200,000 calls.

**About the role (External)**:
**Key Accountabilities - What will this role involve?**
- Record reactive incidents using OPAS system in accordance with NR Station Access and Operational Property guidelines.
- Adhere to all relevant procedures distributed by NR Teams and briefed via Helpdesk Manager referring to helpdesk documentation.
- Provide and undertake administrative and clerical tasks.
- Interpret accurately call severity and determine the priority response times in line with the Station and Depot responsibility guide.
- Update, coordinate and progress all actions relating to emergency works and work in out of hour circumstances, ensuring process is adhered to.
- Enter to the OPAS system information accurately.
- Maintain awareness of any updates regarding procedural changes and highlight any error, disparity or failure of process to your line manager in line with NR OPHD procedures.
- Undertake any training identified in order to ensure skills and procedural knowledge remains up to date and relevant to role.
- Provide support and on the job training to new members of staff and trainees where applicable.
- Contribute towards the vision, values, aims and objectives of Network Rail, their clients and end users.
- To be responsible for all equipment and materials issued in order to meet the requirements of the role.
- To be responsible for the health, safety and welfare of staff, public and self in accordance with Network Rail Health & Safety policy statements.
- Ensure that the Network Rail’s commitment to public service orientation and care of our customers is provided.

**Job Skills, Qualifications and Experience**

Essential
- Excellent communication skills both verbally and orally with attention to detail.
- Customer focused approach.
- Ability to understand customer requirements and transpose accurately to ensure work order is accurate.
- Able to work well within a shift rotation and disciplined team.
- Ability to prioritise and work to deadlines and completing work load.
- Proficient in the use of Windows XP, MS Outlook, Word and Excel.
- Ability to communicate with people at all levels of seniority within an organisation.

Desirable
- Knowledge of Railway Operational Property and fault management
- Experience of working within a helpdesk function.
- Ability to deal with complex and sensitive enquiries and complaints in a calm methodical manner.

**Salary**: £19,072 per annum

This is a fixed term opportunity for 15 months only.