Job Title - Helpdesk Operator

Location - Singlewell

Rates - £69.48 PAYE per day - £79.09 LTD/Umbrella per day

In Scope of IR35

About the role / project:

This is NOT an IT helpdesk position.

There are two tasks carried out over the shift patterns.

The first is acting as a help desk to receive notifications of faults within the three main station buildings and three depots. The helpdesk operator will be looking to identify the correct location as well as obtain sufficient detail around the fault, in order to send the correct contractor out, so the role requires someone who can pick up and assess information quickly.

The second task is permit processing. If someone needs to come and work in the stations, they need to obtain a permit. The helpdesk operator must administrate this and ensure information is correct before sending over to the approver. This is a very busy inbox with around 30-40 requests per day, each with attachments which need in depth attention.

This is a phone-based role where you will be conversing with staff of all levels, so a professional manner and clean diction is required.

What you will do:

• Provide effective first level support for all reported faults identifying location and obtaining sufficient detail surrounding the fault.
• On behalf of customers, own and manage incidents and issues through to completion.
• Accurately log, assign and update call records with all relevant information and track through to closure. Raising tasks for asset faults and breakdowns for engineers to attend and resolve.
• Adhere to processes relevant to each issue to meet the business need and to minimise business impact. Following priority guidelines to ensure safety and security at all times.
• Notify, through escalation, all protracted issues or process failures to the line manager.

Your experience will include:

Essential:

• Very competent at using Microsoft Word, Excel and Outlook.
• Good typing skills.
• Administratively quick.
• Professional manner and clean diction.
• Experience in bespoke systems.

Desirable:

• Experience with SharePoint and Box.

What you'll get in return

Network Rail (powered by Capita), understand what it is like to work as a contractor and do everything they can to make it a simple process for you - this includes a dedicated Onboarding and extension teams and access to a web based timesheet portal giving you an ability to access and submit your timesheets wherever you are.

About our client - Network Rail

Network Rail is at the operational centre of the railway and playing a key role in a rapidly evolving industry. We are responsible for rebuilding Britain's railway infrastructure and are managing some of the biggest and most complex engineering programmes in Europe. Over the next five years we will be spending around £23 billion to maintain and upgrade every aspect of an infrastructure that comprises 21,000 miles of track, 2,500 stations, 9,000 level crossings, 40,000 bridges and tunnels, and signalling and power for the movement of 25,000 trains every day.

What we hope you will do next

Help us find out more about you by completing our short application process - Click apply now. You will then be directed to a Capita owned microsite that will assist you with your application. Once completed you will then be contacted by the relevant recruiter.

Network Rail welcomes applications regardless of age, disability, marital status (including civil partnerships), pregnancy or maternity, race, religion or belief, sexual orientation, transgender status, sex (or gender), employment status, trade union affiliation, or other irrelevant factor. We will interview all disabled applicants who meet the essential criteria.