Job Description

Working from our Incident Management Centre (Woolwich office), the Incident Desk Operative will support the incident management function which covers resolving network failures against stringent service levels 7 days a week, 24 hours a day. This includes assisting the Incident Management team to replace faulty network components in a time-critical manner at each step through to resolution. The service management covers approximately 500 locations and 9000 Network Assets in and around London which is still growing and could be extended to a further 400+ locations. The supported environment contains a mix of HQ Office type buildings and Highly Regulated Operational Safety Critical Locations.

The role will involve the use of a help desk system, constant monitoring of the incident stack, instigating engineer call outs and site visits, obtaining timely engineer status updates and relaying these through clear and concise incident updates to our client's Network Operations Centre (NOC).

There will also be an element of warehouse support including maintaining inventory controls.

Although this role may require covering shifts during the day from time to time, it's primarily night work covering 12 hours shifts on a 4 days on and 4 days off basis between 07:00pm and 07:00am.

Job Responsibilities:

Service desk

Responsible for Helpdesk Operations (i.e. handling and managing all incidents from receipt to resolution) Support with managing multiple incidents in parallel including regular concise updates Mobilising and liaising with engineers out in the field Mobilising job kits and equipment as and when required Maintaining Incident / Break-Fix processes Maintain service documentation including infrastructure asset management Maintain effective and timely communication with all stakeholders, both internal resolver groups, external 3rd parties, and the client Collaborate effectively, remove barriers that prevent our engineers, external 3rd parties, and our customer, to solve incidents and issues effectively and as a team Continuously improve and learn from previous incidents, how they were handled, problems encountered, missed SLAs, and apply these lessons to improve the service or refine the processes in the future Cover a Rota Pattern that operates 24 hours a day 365 days a year which includes bank holidays, Christmas Day & New Year's Day.
Warehouse

Receiving goods and materials via goods in area. The delivery note will be checked and verified against received goods. Received stock will be barcode scanned, recorded in the stock control register, and placed into the spares pool A TfL approved asset tag will be affixed to each item if applicable Goods exiting the warehouse will be barcode scanned and logged Maintain stock control and reporting by keeping the stock register updated regularly to ensure it reflects the current stock of Maintenance Equipment (spares) as well as Decommission Equipment Maintain a safe and clean work environment by keeping shelves, pallet areas, and workstations, neat; maintaining a clean shipping supply area, and complying with company rules, and procedures

Must have:

Basic standard of education (GCSE or GCSE equivalent) Knowledge and experience in helpdesk support and customer service Intermediate computer skills in Microsoft applications including Share Point

Beneficial to have:

Understanding of general networking concepts: TCP/IP, LAN/WAN, DHCP, DNS, and Switches would be advantageous but not essential Knowledge of the Remedy CRM system would be an advantage Understanding of London Underground and Network Rail Map

Benefits:

4 days on 4 days off shift pattern which is mainly on nights (12hrs per shift) Overtime rates for additional shifts including weekends and bank holidays which fall outside the regular shift pattern 20 days paid holiday at 12hrs per shift/day Company pension Training and development Career progression to Incident Manager and Senior Incident Manager
Job Types: Full-time, Permanent

Pay: 25,000.00-30,000.00 per year

Benefits:

Company pension On-site parking Referral programme
Ability to commute/relocate:

London: reliably commute or plan to relocate before starting work (required)
Application question(s):

Knowledge and experience in helpdesk support and customer service Knowledge of the London Underground and Network Rail Map Area or postcode of current residence? (proximity to our Woolwich office location is key to this role).
Education:

A-Level or equivalent (preferred)
Work Location: In person

Application deadline: 30/07/2025