2nd Line Service Analyst

Network Rail – 2nd Line Service Analyst – Manchester Square One

Scope of ProjectAssignment

We are looking to recruit an experienced Support Analyst, covering desktop, platform and applications. Your technical awareness and knowledge of desktop software will enable us to provide an exceptional service to our customers. You will have significant experience in providing remote support with a range of technologies including , Windows 7, Microsoft Office Suite, Windows Server 2003-12, TCP/IP and Networking, mobile computing technologies and Symantec anti-virus products. Experience of NR application support is desirable, the drive and capability to learn new skills is essential.

Work Deliverables

Provide technical resolution and management of customer incidents and requests regarding infrastructure and IT devices

Provide support for designated applications within Network Rail

Pursue improvement opportunities of applications and related products to meet user requirements and strategic objectives

Provide input into documented improvements in knowledge and support processes for all areas of the Service Operations

Technical Capability

Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange and Office productivity suite of applications.

Good working knowledge of mobile hand held technologies including Blackberry and Apple IOS devices

Excellent technical skills gained with relevant experience in a service support function, including supporting bespoke software applications.

Self-starter requiring little supervision in order to achieve productivity and service targets.

Outstanding problem solving skills.

Support the implementation of new software and new versions or updates released into Network Rail

Highly effective communicator with outstanding customer service skills and the ability to influence outside own team.

Highly collaborative, pro-actively taking the initiative to support colleagues and fill knowledge and process gaps.

Escalate any unsolved problems to 3rd line support or suppliers

Committed to personal development and self-improvement.

Role model exceptional customer service to both internal and external customers

Ability to adapt readily to changing work and responsibilities in accordance with operational awareness

Desirable Skills

ITIL Foundation

Microsoft/Oracle accredited in relevant disciplines

Good working knowledge of networking and protocols

Understanding of other Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)

Understanding of Voice over IP telephony and contact centre systems.

Experience of Oracle Database structure

Experience of SQL language

Experience of developing tools and utilities using Microsoft VBA

Good network and infrastructure knowledge

Experience of using and developing reports in Oracle Discoverer, Business Objects or similar equivalent solutions

Experience of mainframe systems

Ability to adapt readily to changing work and responsibilities

Technical Skills

Windows 7

MS Office Suite

ITIL Foundation

TCP / IP

MS Exchange 20??

iDevices

Blackberry

Windows Server 2003, 2007, 2010, 2012

If you are an experienced 2nd line service analyst that has vast technical knowledge convering the above then please get in touch immediately.

Capita Network Rail (Capita RPO) is acting as an Employment Business in relation to this vacancy.