IT Support Executive

Application Deadline:
18 November 2025

Department:
Corporate Services

Location:
Milton Keynes

Description
A little bit about us:
East West Rail is an infrastructure programme linking communities between Oxford and Cambridge. The area is currently let down by a lack of transport choices, and we have a once in a generation opportunity to fix that – improving prosperity for people and places along the way. East West Railway Company (that's us) was created by the Department for Transport (DfT) to oversee the delivery of East West Rail from construction through to wheels in motion, making sure the railway comes together in the right way. At East West Railway Company, we're committed to building an inclusive railway for all. We believe that to do that, we must nurture a diverse team that represents the UK communities that we impact. Our approach is simple – to create an environment where everyone is welcome and able to be themselves. We celebrate diversity and are proud to be an equal opportunity employer. We encourage applications of all backgrounds and experiences.

Role Summary:
This role will install, configure, and support IT hardware, software, and cloud services, providing both remote and face-to-face assistance, managing the service desk, troubleshooting issues, and ensuring operational efficiency while collaborating with users and third-party vendors.

Function:
The Corporate Services function is accountable for providing core enabling capability to the other functional areas in EWR Co. to maximise performance of the organisation, that includes financial management, IT, and HR services. It is accountable for providing reporting services to enable decision making and assuring that quality systems and processes are in place.

Key Responsibilities

• Support the following: installation and configuration of hardware, software, operating systems and applications, IT for JML, remote and face-to-face assistance, infrastructure and cloud services operations and monitoring, developing best support standards, manage the service-desk platform, support access elevation.
• Follow best practice and ITSM process to ensure all correct validation and approvals are in place for any change requests.
• Support and resolve any faults with IT hardware while also liaising with third-party companies.
• Provide operational guidance to company users through issues via face to face or remote support or situations they might be struggling with, ensuring calm and open approach is used. Support the IT Support & Operations Manager in the management of EWR Co ICT infrastructure and cloud services to minimise downtime, optimise customer service and ensure compliance.
• Employ 'best practice' support standards.
• Provide support, including procedural documentation and relevant reports.
• Prioritise and manage many open cases at one time.
• Manage your time with around tasks or open cases you have open or tasks the IT Support & Operations Manager has given.
• Test and evaluate and report fixes' before pushing out to all company users.
• Rapidly establish a good working relationship with users and partners.
• Liaise with third-party support teams to find solutions to severe or urgent cases.
• Take responsibility of your own and others' health and safety by adopting and working to the EWR Co Health and Safety principles.
• Demonstrates a cost-conscious mindset, keeping tax payers' money at the forefront of decisions.
• Shows a commitment to innovation by proactively seeking creative solutions to challenges and opportunities.
• Act as a role model for EWR Co's vision and behaviours, working in ways that are aligned with EWR Co's Ways of Working, as well as encouraging and supporting others to do so too.

Skills, Knowledge and Expertise

• A proven track record in IT Support of a medium scale organisation, and Service Desks.
• In-depth experience of supporting the O365/M365 and the overall Microsoft Stack include Azure.
• Excellent customer relationship and communication skills.
• Experience of holding roles in fast paced and complex environments desirable.

Benefits
What we offer:

• Competitive base salary

• Up to 12% employer's pension contribution

• 36 days holiday a year (including bank holidays) + up to 2 days to buy

• Life assurance

• Employee Assistance Programme

• Access to a range of benefits on the Perkbox platform

• On-the-spot and annual awards

• Advanced learning and development programmes

• Great work-life balance and flexible working opportunities

• Enhanced family-friendly policies

• Exceptional IT tools

EWR Co strives to embrace a flexible working environment, where a degree of flexibility is maintained to accommodate both the needs and preferences of employees and what is required to achieve business objectives. EWR Co will always work with any individual to assess and accommodate an individual's work life balance and style

Diversity and Inclusion:
To discover the best solutions, it's important we embrace diversity of thought. That's why we aim to ensure our colleagues feel included, engaged and valued. Inclusiveness is not a buzzword, but a way of being. Our approach to diversity is simple – a workplace where everyone is welcome and everyone is encouraged to be themselves. It helps fuel our innovation and connects us with the customers and communities we serve.

We are open to secondments through the Rail Industry Talent Exchange Programme.