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- Tasks: Process IT service requests and enhance customer satisfaction daily.
- Company: Join Network Rail, a leader in railway technology and innovation.
- Benefits: Flexible 18-hour work week with training and development opportunities.
- Why this job: Be part of a dynamic team driving tech transformation in the railway industry.
- Qualifications: Experience in IT service requests and strong communication skills required.
- Other info: Located in vibrant Manchester, just a 5-minute walk from the train station.
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., Your Day To Day Responsibilities :
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Provide a friendly, fast and efficient service in the fulfilment of IT requests.
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Building and maintaining relationships with other teams within the support organisation.
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Maintaining high levels of personal / team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.
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Achieve high levels of accuracy in updating call / requests details on Help Desk tools in accordance with team processes and procedures.
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Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.
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Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.
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Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.
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Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.
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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.
Technical Skills
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Experience handling IT service requests within SLAs.
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Understanding of IT service management (ITIL knowledge is a plus).
Problem-Solving & Analysis
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Proactive in identifying inefficiencies and suggesting improvements.
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Ability to analyse data and trends to support service enhancements.
Customer Service Excellence
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Proven track record in delivering top-notch IT customer support.
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Strong communication skills to engage effectively with users and stakeholders.
Team Collaboration
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Teamwork experience in achieving shared objectives.
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Adaptability to thrive in a dynamic environment., * Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.
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Previous knowledge and experience of working with Active Directory and Exchange.
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Excellent written and verbal communication skills with attention to detail.
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Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.
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Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.
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Excellent keyboard and accuracy skills.
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Ability to work under pressure at times, both individually and as part of a team.
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Previous experience of software deployment tools.
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Knowledge of folder structures and security permissions inheritance.
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Awareness and application of security policies in relation to request fulfilment activities
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Aptitude for logical problem solving.
Nice to have but not essential-
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Previous exposure to, or use of the Oracle e-Business suite
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Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)
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Familiarity with Microsoft Windows technology and operating systems
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ITIL Foundation
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Request Fulfilment Analyst (Part employer: Network Railmanchester
Contact Detail:
Network Railmanchester Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Request Fulfilment Analyst (Part
✨Tip Number 1
Familiarize yourself with IT service management principles, especially ITIL. Understanding these concepts will help you demonstrate your knowledge during the interview and show that you're ready to contribute to the team's efficiency.
✨Tip Number 2
Highlight any previous experience you have with Active Directory and Exchange. Be prepared to discuss specific scenarios where you've successfully handled IT service requests, as this will showcase your practical skills.
✨Tip Number 3
Emphasize your customer service skills. Prepare examples of how you've built rapport with users and resolved their issues effectively, as this role requires a strong focus on customer satisfaction.
✨Tip Number 4
Demonstrate your adaptability by sharing experiences where you've thrived in dynamic environments. This will show that you can handle the fast-paced nature of the role and contribute positively to the team.
We think you need these skills to ace Request Fulfilment Analyst (Part
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Request Fulfilment Analyst position. Highlight key responsibilities and required skills, such as IT service management and customer service excellence, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience handling IT service requests, particularly within established SLAs. Mention specific examples where you improved service quality or efficiency.
Showcase Communication Skills: Since strong communication skills are essential for this role, provide examples in your application that demonstrate your ability to engage effectively with users and stakeholders. This could include past experiences in team collaboration or customer support.
Tailor Your Cover Letter: Craft a personalized cover letter that reflects your understanding of the company's values and how you can contribute to their goals. Mention your adaptability and proactive approach to identifying inefficiencies, which aligns with the company's focus on continuous improvement.
How to prepare for a job interview at Network Railmanchester
✨Showcase Your IT Service Experience
Be prepared to discuss your previous experience handling IT service requests, especially within established SLAs. Highlight specific examples where you successfully resolved customer issues and contributed to service improvements.
✨Demonstrate Problem-Solving Skills
During the interview, emphasize your ability to identify inefficiencies and suggest improvements. Prepare to share instances where your analytical skills led to enhanced service delivery or customer satisfaction.
✨Emphasize Customer Service Excellence
Make sure to convey your commitment to providing top-notch customer support. Share stories that illustrate your strong communication skills and how you've built rapport with users and stakeholders in past roles.
✨Highlight Team Collaboration
Discuss your experience working in teams to achieve shared objectives. Be ready to explain how you adapt to dynamic environments and contribute positively to team spirit and service level attainment.
