Job Description

Why LNER?
We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.
Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.
Are you on board?
Based in our IT team, the role of IT Service Desk Analyst is to provide first-line support to LNER staff for incidents and service requests. You'll accurately record and process them in a timely and efficient manner or re-direct them to the appropriate internal or external resolution team. Duties also include routine and pro-active systems monitoring and health checks.
The Service Desk is available between 06:00-18:00 on weekdays and 08:00 - 16:00 on weekends. As such, our Service Desk Analysts are required to operate on a shift pattern including weekend and bank holiday working.
Please note this role is a 6 month fixed term contract initially.
In this role, you'll be responsible for;

• The provision of first line support for incidents and service requests, logging and responding to all contacts from customers in a professional, supportive and positive manner.
• Ensuring accurate and complete information is captured and logged of the incident/request of customers.
• Carrying out initial diagnosis on all logged incidents and service requests received at the Service Desk ensuring that all details are captured from the customer regarding the to accurately record required details and actions taken.
• Complying with the Incident Management Process, Service Request and all other appropriate processes to progress, identify and escalate incidents and service requests.
• Monitoring LNER systems and networks, pro-actively raising incidents as required.
• Undertaking standard user and network administration tasks associated with corporate systems and the infrastructure.
• Proactively keeping the customers and suppliers informed of any progress on their incident/service request.
• Ensuring a consistently high quality of customer service is provided by the Service Desk delivering a positive and professional approach at all times.

What you'll need;

• IT/Customer Support experience.
• Great communication skills with a passion for excellent customer service.
• Knowledge of technologies used by our customers and staff (Windows 10/11, iOS Mobile devices (iPhone/iPad), and Microsoft Azure administration).
• A confident problem solver and natural troubleshooter.
• Ability to work under pressure and in a fast paced environment.
• A true team player with the ability to collaborate effectively.

What next?
As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER - without delay!
What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:
To be the most loved, progressive and responsible train operating company, we must make a meaningful difference - always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.
We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey - and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!
Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.
Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.
Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

Skills Required