At a Glance
- Tasks: Provide tech support, troubleshoot issues, and log service requests for colleagues.
- Company: Join South Western Railway, connecting communities across South West England.
- Benefits: Enjoy free travel, discounts, competitive salary, and excellent training.
- Other info: Inclusive workplace with opportunities for growth and development.
- Why this job: Make a difference by helping others and ensuring smooth operations.
- Qualifications: Customer service experience and strong communication skills required.
The predicted salary is between 30000 - 42000 £ per year.
Who are we? South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life.
About the job The purpose of this role is to provide initial support by troubleshooting and resolving basic technical issues, logging service requests and escalating more complex issues to 2nd and 3rd line teams. This plays a key role in maintaining high performance, supporting our colleagues and ensuring a smooth positive experience for our end-users and passengers.
Your main responsibilities will be:
- Ensure that colleague queries or issues are accurately logged and documented, including detailed descriptions, steps taken, and relevant information throughout the life of the ticket.
- Provide initial diagnosis and support with the aim of resolving the issue or fulfilling the service request at first contact.
- Collaborate with other colleagues in IT to escalate tickets where resolution is not possible at the Service Desk.
- Ensure solution articles in the knowledge base are accurate, or where they don’t exist, are created.
- Ensure effective and timely communication occurs with our users and stakeholders, keeping to current and future Service Level Agreements.
You’ll need to be:
- Windows OS, Office 365 applications (including Outlook), Microsoft Teams and SharePoint
- Polite phone manner.
- Experience in delivering customer service.
- Strong written and verbal communication skills.
- Analytical and problem-solving mindset, with the ability to think creatively to diagnose and troubleshoot issues.
- Ability to manage multiple priorities, focusing on what is important, not just urgent.
- Attention to detail and ability to provide an accurate recording of incidents, troubleshooting steps and resolutions.
- Strong documentation skills.
About the location Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.
Working pattern You will work an average of 37 hours per week, typically, office hours, Monday - Friday.
The Reward In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Excellent pension scheme
We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, ensuring all candidates have an equal opportunity to access meaningful employment. We value our differences such as age, gender, LGBTQIA, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent. We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
IT Service Desk Agent in Southampton employer: South Western Railway
South Western Railway (SWR) is an exceptional employer, offering a supportive work culture that prioritises employee growth and inclusivity. With competitive salaries, comprehensive benefits including free travel on SWR services, and a commitment to diversity, SWR provides a rewarding environment for IT Service Desk Agents to thrive while contributing to the seamless connectivity of communities across South West England.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Agent in Southampton
✨Tip Number 1
Network like a pro! Reach out to current employees at South Western Railway on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the IT Service Desk Agent role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently troubleshoot common issues related to Windows OS and Office 365 applications. We want to see that you can think on your feet!
✨Tip Number 3
Show off your customer service skills during the interview. Think of examples where you've successfully resolved issues or helped someone out. Remember, it's all about providing a smooth experience for users!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the SWR team. Don’t miss out on this opportunity!
We think you need these skills to ace IT Service Desk Agent in Southampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the IT Service Desk Agent role. We want to see how you can bring value to our team, so don’t hold back on showcasing your relevant experience!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and enthusiasm for the role.
Showcase Your Communication Skills:Since strong written communication is key for this role, make sure your application reflects that. Pay attention to grammar and spelling, and consider how you can demonstrate your ability to communicate effectively in your writing.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at South Western Railway
✨Know Your Tech Basics
Brush up on your knowledge of Windows OS, Office 365, and Microsoft Teams. Be ready to discuss how you've used these tools in previous roles, as this will show your familiarity with the systems they'll expect you to support.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled customer queries or technical issues in the past. Highlight your polite phone manner and strong communication skills, as these are crucial for the IT Service Desk Agent role.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've diagnosed and resolved technical issues. Be ready to explain your thought process and how you approached troubleshooting, as this will showcase your analytical mindset.
✨Emphasise Attention to Detail
Discuss your experience with logging incidents and documenting resolutions accurately. Mention any tools or methods you use to ensure thorough documentation, as this is key to maintaining high performance in the role.
