Request Fulfilment Analyst

2 weeks ago

Manchester, United Kingdom Network Rail Full time

Brief Description

To process IT service requests within established Service Level Agreements, ensuring compliance with the organisation's policies and procedures. Actively identify and contribute to ongoing service improvement initiatives that enhance quality, efficiency, customer satisfaction, and user experience.

What Are We Looking For in Your Experience?

Technical Skills

- Experience handling IT service requests within SLAs.

- Understanding of IT service management (ITIL knowledge is a plus).

Problem-Solving & Analysis

- Proactive in identifying inefficiencies and suggesting improvements.

- Ability to analyse data and trends to support service enhancements.

Customer Service Excellence

- Proven track record in delivering top-notch IT customer support.

- Strong communication skills to engage effectively with users and stakeholders.

Team Collaboration

- Teamwork experience in achieving shared objectives.

- Adaptability to thrive in a dynamic environment.

About the role (External)

Your Day To Day Responsibilities:

Provide a friendly, fast and efficient service in the fulfilment of IT requests.  Building and maintaining relationships with other teams within the support organisation. Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements. Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.  Adhere to escalation procedures, promptly allocating unresolved calls as appropriate. Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate. Pro-actively highlight gaps in processes, knowledge and tools to Team Leader. Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained. Highly adaptable/flexible approach in order to achieve corporate goals and objectives.

Please refer to the JD for full description

What Training Can I expect?

Your commitment to self-development and continuous learning is hugely important in this role and we'll provide you with all the training to help you develop into role. 

What Are My Working Hours?

You can expect to work 18 hours a week with a mix contribution to working in the Manchester Office.

What’s the location like?

Located in the heart of Manchester, Network Rail's Square One office boasts a great location for commuters and professionals alike. Just a short 5-minute walk from Manchester Piccadilly Train Station, it offers exceptional convenience for those traveling by rail. Surrounded by a vibrant array of shops, cafes, and cultural hotspots, Square One provides the perfect blend of accessibility and urban excitement, making it an ideal workplace for those who thrive in a city environment.

About the DDat Area:
The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway – we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool – it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

Experience we would be looking for-

Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time. Previous knowledge and experience of working with Active Directory and Exchange. Excellent written and verbal communication skills with attention to detail.  Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction. Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.  Excellent keyboard and accuracy skills.  Ability to work under pressure at times, both individually and as part of a team. Previous experience of software deployment tools. Knowledge of folder structures and security permissions inheritance. Awareness and application of security policies in relation to request fulfilment activities Aptitude for logical problem solving.

Nice to have but not essential-

Previous exposure to, or use of the Oracle e-Business suite Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.) Familiarity with Microsoft Windows technology and operating systems ITIL Foundation

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