Request Fulfilment Analyst (Part-Time)

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About Network Rail
Join Our Team as a Request Fulfilment Analyst at Network Rail!

Are you passionate about delivering exceptional IT services and improving user experiences? Do you thrive in a fast-paced environment where you can make a meaningful impact? At Network Rail, we're looking for a Request Fulfilment Analyst to play a crucial role in ensuring our IT services run seamlessly and exceed expectations.

Role: Request Fulfilment Analyst
Vacancy Type: Permanent, Part Time, 18 hours Per Week

Location: Manchester Square one, M1 2NY (Hybrid Working 40- 60% of your time in the office and open to flex the days to make the pattern work for you)

Salary: Band 6 22,932 pro rata (18 hours a week)

Closing date: 3rd March 2025

Late applications will not be accepted.

We're also a Disability Confident Leader employer and we'll try our best to adapt the process and offer a reasonable alternative to help support people with disabilities access, apply and interview for roles.

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.

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.

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.

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.

Company

Every day, 4.8 million people use our network. Keeping Britain moving and building a better railway for the future is full of challenges – but also tremendous opportunities.

From our commitments to your development, our range of benefits and our approach to Diversity & Inclusion, we believe there are many reasons to join the team at Network Rail.

We’re proactive in empowering employees with the knowledge to help them progress. We encourage all our employees to be ambitious, and offer great training and career development opportunities. As the railway becomes bigger and more technologically advanced, it’s crucial that our employees have the right skills to develop their careers and meet the challenges ahead.

We believe that investing in our people is one of the most effective ways of improving the safety, reliability and efficiency of the railway.

We also know that it’s vital to get each individual’s training programme just right. As well as helping us to meet our immediate needs, we believe this is an approach that encourages people to stay with us and develop their careers.

Your health, wellbeing and benefits

We believe that safety and performance go hand in hand and this doesn’t just mean safety on the railway! We are committed to the wellbeing of our employees and believe, that should come first.

We provide access to support services such as our employee assistance program to help you with finances, family, health and wellbeing. In addition to this, we offer excellent benefits, are sensitive to work-life balance and encourage our employees to use their 5 volunteer days for their favourite causes.

We have a range of benefits including:

• 28 days annual leave entitlement.
• My benefits – Our discounted online shopping site.
• A range of discounted offers including, childcare vouchers, Healthcare offers – cycle to work, healthcare club discounted membership and other benefits.
• Subsidies of up to 75% on rail and underground season tickets.
• A range of pension schemes.
• 2 weeks paid reserve leave for our Armed Forces community.

What Diversity and Inclusion means to us

‘Diversity’ means recognising differences between people while valuing the contribution they make. ‘Inclusion’ means creating safe and welcoming workplaces with fair cultures that encourages innovative and fresh ways of thinking.

Our aspiration is that the behaviours and actions that support diversity and inclusion will come from the conviction of everyone here at Network Rail – making diversity and inclusion a conscious part of how we run our business throughout Britain.

Disability Confident Leader

Network Rail is an accredited Disability Confident Leader. This means, where a disabled applicant meets the essential criteria for any of our vacancies, they will receive an interview.