Job Description

2nd Line Service Analyst####

Location

Manchester, GB####

Department Name

IS Service Ops - Service Desk (807591) G1####

About Network Rail

Join Our Team at Network Rail!




Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!


About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.


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.



We offer excellent benefits, including:


Generous annual leave (28 days plus statutory days), with the option to buy/sell days.


? Defined benefit pension scheme.


75% subsidy on rail and underground season tickets.


Up to 75% off leisure travel.


? Interest-free travel loan for train and car park season tickets.


Discounts at stations with your Network Rail pass.


Flexible/hybrid working arrangements.


? Volunteer leave to make a positive impact.


? Healthcare Scheme, GymPass discounts, Cycle to work plus more.


We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments


Plus, more
.

####

Brief Description

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.


Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

####

About the role (External)

To provide technical resolution and the management of customer incidents and requests regarding IT devices, operating systems and applications


Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels.

Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.

Achieve high levels of accuracy in capturing incident details on Service Management tools in accordance with team processes and procedures.

Manage 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.

Pro-actively document and fill gaps in processes, knowledge, and tools, and Make recommendations for improvement. Implement where possible.




Provide technical guidance and input to all teams within Service Operations and act as project resource when requested

Assist with other areas of Service Operations support workload as dictated by Service Operations KPI's

Manage, maintain, and improve Service Operations associated services.

The Ideal Candidate

What are we looking for?

Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange Online and Office productivity suite of applications / Office 365 applications.

Good working knowledge of mobile handheld technologies; specifically, Apple iOS devices

Understanding of printing devices and services such as HP, Canon, SafeCom Pull Print

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

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

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

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

Committed to personal development and self-improvement.

Role model exceptional customer service to both internal and external customers.

What would make you stand out more?

Experience of developing tools and utilities using MS PowerShell

Ability to adapt readily to changing work and responsibilities

Vacancy type: Permanent, 35 hours per week, Hybrid working of 3 days in the office. We welcome applications from those seeking flexible or part time hours.


Location: Manchester Square One


Closing date: 1st September 2025


Band & Salary: Band 5 - 25,080 - 29,260 depending on experience.





Visit Evenbreak's Career Hive should you need accessibility support to apply. Should you require any reasonable adjustments/modifications, please contact



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2nd Line Service Analyst####

Location

Manchester, GB####

Department Name

IS Service Ops - Service Desk (807591) G1####

About Network Rail

Join Our Team at Network Rail!


Are you ready to make a difference in people's lives? At Network Rail, we connect passengers and freight customers, ensuring safe and efficient transportation across the country. We're an organisation where people truly matter, and when you join us, you matter to us and millions of others. Click here to watch our inspiring video to learn more about us


We're dedicated to building a diverse and inclusive organisation that reflects the passengers we serve. To achieve this, we're committed to becoming an open, diverse, and inclusive workplace, leveraging the skills and expertise of our talented workforce. Together, we strive to create a safe and accessible railway for everyone. Discover more about the importance of Diversity and Inclusion at Network Rail by clicking here.


Investing in our people is key to enhancing the safety, reliability, and efficiency of our railway system. If you're passionate about making a meaningful impact, then this opportunity is for you!


About our people and the recruitment process - We're an inclusive employer of choice and we welcome applications from everyone! We encourage our colleagues to work flexibly, as we know traditional working patterns don't always fit. If you want to consider working flexibly, just let us know and we'll do our best to help and invest in your career with us, whilst you have a healthy work life balance.


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.



We offer excellent benefits, including:


Generous annual leave (28 days plus statutory days), with the option to buy/sell days.


? Defined benefit pension scheme.


75% subsidy on rail and underground season tickets.


Up to 75% off leisure travel.


? Interest-free travel loan for train and car park season tickets.


Discounts at stations with your Network Rail pass.


Flexible/hybrid working arrangements.


? Volunteer leave to make a positive impact.


? Healthcare Scheme, GymPass discounts, Cycle to work plus more.


We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments


Plus, more
.

####

Brief Description

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.


Get ready to embark on a journey where your skills will not just be utilised; they'll be honed and expanded. You're not just joining a team; you're becoming part of a collective force helping to build and operate a railway fit for the next 200 years!

####

About the role (External)

To provide technical resolution and the management of customer incidents and requests regarding IT devices, operating systems and applications


Provide first and second level support/ management for IT related incidents and requests, adhering to agreed business service levels.

Recognise and escalate incident trends to enable prompt action from Incident & Problem Management as appropriate.

Achieve high levels of accuracy in capturing incident details on Service Management tools in accordance with team processes and procedures.

Manage 2nd line support queues and ensure ticket allocation, vetting and resolution is carried out in accordance with documented guidelines.

Pro-actively document and fill gaps in processes, knowledge, and tools, and Make recommendations for improvement. Implement where possible.




Provide technical guidance and input to all teams within Service Operations and act as project resource when requested

Assist with other areas of Service Operations support workload as dictated by Service Operations KPI's

Manage, maintain, and improve Service Operations associated services.

The Ideal Candidate

What are we looking for?

Comprehensive knowledge of Windows desktop and server operating systems, MS Exchange Online and Office productivity suite of applications / Office 365 applications.

Good working knowledge of mobile handheld technologies; specifically, Apple iOS devices

Understanding of printing devices and services such as HP, Canon, SafeCom Pull Print

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

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

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

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

Committed to personal development and self-improvement.

Role model exceptional customer service to both internal and external customers.

What would make you stand out more?

Experience of developing tools and utilities using MS PowerShell

Ability to adapt readily to changing work and responsibilities ####

How to apply (External)

Vacancy type: Permanent, 35 hours per week, Hybrid working of 3 days in the office. We welcome applications from those seeking flexible or part time hours.


Location: Manchester Square One


Closing date: 1st September 2025


Band & Salary: Band 5 - 25,080 - 29,260 depending on experience.


We are an inclusive employer of choice, Disability Confident Leader! We encourage people to work flexibly and welcome applications from everyone Click here for more information.


Visit Evenbreak's Career Hive should you need accessibility support to apply. Should you require any reasonable adjustments/modifications, please contact



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