South Western Railway
IT Service Delivery Analyst
Job Location
London, United Kingdom
Job Description
Who are we?
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.
Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team
A strategic team, focused on providing the best level of support for all stakeholders.
Passionate about supporting the development of all our colleagues
At SWR we believe our people are our greatest asset. Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions. We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.
About the job
An opportunity has arisen for a skilled individual with proven IT experience to join South Western Railway's IT Service Delivery Team.
As an IT Service Delivery Analyst, you will be responsible for the timely logging, assigning and resolution of faults and requests. This role is suitable for someone with a passion for technology, capable of working in a variety of environments, and with a variety of stakeholders. You will be actively involved in the continuous improvement of our support activity and the quality of service provided, and you will have a joint responsibility for developing initiatives to reduce expenditures.
At times you will work individually, attending South Western Railway sites to fix IT faults and implement new technologies; however, you will also work closely with the wider IT Service Delivery Team and our third-party providers to ensure that all calls are resolved within the established Service Level Agreement.
Your main responsibilities will be:
You'll need to be:
About the location
Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.
Working pattern
Working an average of 37 hours per week over 5 days
Monday - Friday
Must be flexible to work out of hours as per business needs
The Reward
In return we offer a competitive salary and a variety of valuable benefits, including:
We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
Location: London, GB
Posted Date: 9/21/2024
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight.
Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.
SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the team
A strategic team, focused on providing the best level of support for all stakeholders.
Passionate about supporting the development of all our colleagues
At SWR we believe our people are our greatest asset. Our vision is to recruit and retain the best talent from the most diverse pool of candidates across our regions. We are committed to establishing a sense of inclusion for all and to value each person for the unique contribution they bring.
About the job
An opportunity has arisen for a skilled individual with proven IT experience to join South Western Railway's IT Service Delivery Team.
As an IT Service Delivery Analyst, you will be responsible for the timely logging, assigning and resolution of faults and requests. This role is suitable for someone with a passion for technology, capable of working in a variety of environments, and with a variety of stakeholders. You will be actively involved in the continuous improvement of our support activity and the quality of service provided, and you will have a joint responsibility for developing initiatives to reduce expenditures.
At times you will work individually, attending South Western Railway sites to fix IT faults and implement new technologies; however, you will also work closely with the wider IT Service Delivery Team and our third-party providers to ensure that all calls are resolved within the established Service Level Agreement.
Your main responsibilities will be:
- Ensure faults, service requests and project requests are logged, assigned and given the correct priority - taking ownership for updating the Service Desk System with call progress and activities.
- Assist in resolving escalated calls and planning speedy resolutions for all calls that fall outside the Service Level Agreement.
- Ensure processes are followed in line with ITIL standards and South Western Railway policies and procedures.
- Take responsibility for raising orders, checking invoices and raising these to the appropriate levels for sign off.
- Keeping accurate IT records including user accounts, asset register, software inventory and support documentation.
- Provide advice, guidance, costs and implementation of any requested services or projects. This includes attending site and project meetings and conducting surveys.
- Delivering franchise/committed obligations within your area of responsibility.
You'll need to be:
- An excellent communicator, who puts customer service at the forefront of their approach, taking responsibility for providing regular progress updates to other team members and IT customers.
- A pro-active individual with proven experience of Office 365 administration, Microsoft SCCM, Laptop/PC imaging and experience of working with Antivirus software, as well as manging third-parties and third-party delivered services.
- An excellent problem solver, capable of using initiative in daily tasks.
- Able to manage sensitive and sometimes confidential information.
- Safety minded - capable of recognising any potential risk to colleagues and customers and taking the appropriate action. This may involve working in safety critical locations, near the railway and supervising others in or near these sites.
- Able to work under pressure and meet deadlines, identifying the correct solutions for faults and requests to avoid unnecessary costs.
- Organised and effective at prioritising tasks and managing time efficiently.
- Self-motivated and able to champion, support and mentor junior staff.
About the location
Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.
Working pattern
Working an average of 37 hours per week over 5 days
Monday - Friday
Must be flexible to work out of hours as per business needs
The Reward
In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees
- Free leisure travel for spouse/partner and dependants (criteria dependent)
- 75% discount on many other train operating companies
- Full training and support with development
- Large range of exclusive retail offers
- Excellent pension scheme
We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
https://exceptionalindividuals.com/neurodiversity/
https://www.healthassured.org/blog/neurodiversity/
Location: London, GB
Posted Date: 9/21/2024
Contact Information
| Contact | Human Resources South Western Railway |
|---|