Senior Service Desk Agent
Network Rail
Who We Are
About Network Rail...
Join Network Rail - Where People and Connections Matter
At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway. Click here to learn more.
We're committed to creating a diverse, inclusive workplace that reflects the communities we serve. To discover more about our ED&I commitments click here. We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.
If you're ready to make a real difference, we'd love to hear from you!
Some of our great benefits
We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments
Flexible/hybrid working arrangements considered
Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days
Discounts at selected stations with your Network Rail pass
Defined benefit pension scheme
75% off leisure train tickets for you and your dependents (subject to T&Cs)
Interest-free travel loan for train and car park season tickets
Volunteer leave to make a positive impact
Plus more....
Vacancy Details
Duration: Permanent
Location: Doncaster Carolina Court
Band & Salary: Band 5, £35,000 - £38,500
About the role
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.
Key Accountabilities
Partner with internal stakeholders (e.g. Customer Service and Product Management) to deliver insights and analysis on product and service performance trends.
Design, implement, and continuously improve Service Desk processes, procedures, and services.
Lead the day-to-day management and development of Service Desk Agents, ensuring a consistently high-quality user experience.
Oversee the end-to-end incident, fault, and service request lifecycle, driving timely resolution and service restoration.
Manage the accurate capture, analysis, and validation of data within ticketing systems, ensuring high-quality records and reporting.
Review escalated incidents, requests, and service issues, recommending solutions and continuous improvements in line with ITIL processes (Incident, Problem Management, and Order to Charge).
Act as the primary point of communication for internal customers, resolver teams, and senior stakeholders to enhance service delivery and user satisfaction.
Monitor workload across the Service Desk, supporting prioritisation to ensure efficient service restoration and delivery.
Produce and analyse regular performance reports, identifying trends and opportunities for continuous service improvement.
Your experience and skills
Who are we looking for?
Essential
- Educated to GCSE / O level ( Math, English , IT)
- Experience working within a service desk environment
- Good working knowledge of MS products and other IT software
- Excellent communication skills, both written and oral
- Outstanding customer service skills
- Ability to work under pressure and remain calm
- Good documentation skills
- Excellent prioritisation skills
- Stake holder management
- Travel across the rail community is required
- Ability to motivate others to increase performance levels
- Knowledge and experience of eTOM or iTIL
Desirable
- Previous experience in a railway environment
- Previous experience in a telecoms environment
Additional Information...
Contact: ***email_hidden*** If you have any questions or reasonable adjustments.
Key Information
Vacancy Details
Number of Positions
Contract Type
Permanent
Hours
Full Time
Salary
£35,000 - £38,500
Location
Doncaster Carolina Court, Doncaster
Geographical Area
North East England
Closing Date
06-JUL-2026
Job Category
Digital Data and Technology
Function
Route Services
Asset
DDaT Telecoms Operations
Organisation
TA Network Operations (Telecoms) (570660) G1
