Helpdesk Operator (High Speed)

Location

Gravesend, GB

Department Name

CT St Pancras FM Common QX (989501) G1

About Network Rail

Join Network Rail - Where People and Connections Matter

Network Rail High Speed are on a journey to make everybody fall in love with High Speed rail! We’ve got an exciting opportunity for people to join the business as a Helpdesk Operator with our busy Facilities Management Helpdesk.

Who We Are

Network Rail High Speed Ltd. (NRHS) is responsible for operating and maintaining the UK’s only international high-speed railway, High Speed (HS1).

The 109km HS1 infrastructure consists of a diverse range of railway assets such as the track, signalling, overhead line, lineside buildings, depots, viaducts and long tunnels. NRHS is also responsible for operating and maintaining three international stations; St Pancras, Ebbsfleet and Stratford International.

As a wholly owned subsidiary of Network Rail Infrastructure Ltd, NRHS is privately financed under an agreement with our client ‘HS1 Ltd’, undertaking a diverse range of activities from railway infrastructure maintenance and operations - through to station facilities management and retail on behalf of our client.

We're continuing to build a diverse organisation which is representative of the people we serve. We want to harness the skills and expertise of our people and attract the best talent, to enable a safe and accessible railway for everyone. To learn why inclusion is important to us, please click here .

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.

Brief Description

The role

Our Helpdesk Operators manage the day-to-day issues that arise around station and depot assets and facilities management. They sit within our Facilities Management team, responsible for maintaining assets in our Stations and Depots, including the Grade 1 listed St Pancras International.

We are looking for a Helpdesk Operator to provide an efficient and effective varied administrative support service to internal and external customers. The administrative support you bring will make all areas of work progress smoothly from receiving and recording faults from various contact sources to following up queries on faults, identifying repeat faults and reporting to management any discrepancies or issues arising. You will administrate permit to work requests by processing, progressing and issuing permits and their updates. The role includes handling incoming & outgoing post, administration of key and card access to site, fire warden duties, and cleaning and safety audits.

This is a great opportunity and a permanent position, so come and be part of a truly unique business that brings the UK closer to Europe.

About The Role (External)

Key Accountabilities

• Provide effective first level support for all business-related issues and second line support to customers logging “How do I…?” calls relating to certain standard applications.
• On behalf of customers, own and manage incidents and issues through to completion.
• Accurately log, assign and update call records with all of the relevant information and track through to closure.
• Adhere to processes relevant to each issue to meet the business need and to minimise business impact.
• Notify, through escalation, all protracted issues or process failures to the line manager.
• Responsible for raising user awareness of basic software skills and best practice methods in the use of standard Network Rail software and hardware tools, to improve overall productivity and reduce the number of issues raised.
  
  
  

Essential

• The ability to understand customer requirements and determine support needs
• Excellent customer service skills
• A clear communicator
• A high attention to detail – able to be accurate, methodical and organised
• The ability to work well within a highly disciplined team, staying focussed under pressure
• The ability to prioritise competing issues
• Experience in a busy work environment, meeting KPI’s & daily deadlines
• Proficient in the use of Windows 11, MS Outlook, Word & Excel
  
  
  

Desirable

Familiar with Concept Evolution

Experience in a Facilities Management support role

IOSH Certification

Please Note:

This role consists of a 35-hour working week (spread over varied shift pattern) and there may be the requirement to work some public holidays.

Please also be aware - this is not an IT Helpdesk position.

How To Apply (External)

The important stuff

The role will be based at Singlewell Infrastructure Maintenance Depot, DA12 3AN

What can we offer you in return?

We follow a structured pay framework, any salary offered will be within the following pay range:

Band 6 – £22,823 - £29,798 plus an outer London allowance of £1,942 per annum.

We can offer you a rewarding career with competitive pay and excellent benefits, including:

• 28 days annual leave (plus bank holidays)
• Bonus scheme
• Excellent choice of pension schemes
• 75% subsidy on rail season tickets (including London underground)
• 75% discount on leisure travel
• ‘my benefits’ – our discounted online shopping site
• Training, development and employee assistance programme available
• Two weeks paid reserve leave for our armed forces community
• 5 days paid volunteering leave
  
  
  

Drugs and Alcohol Standard

Our Drugs and Alcohol Standard is changing as of 16.01.2023. All prospective candidates who have not been offered a conditional role by 16.01.2023 will be required to undergo and pass a drugs and alcohol test. Your application will be rescinded if you record a positive test. All positive drugs and alcohol test results for prospective candidates will be securely held on Sentinel database and a 5 year suspension from applying for a safety critical role, a role which requires PTS certification or a Key Safety role on Network Rail Managed Infrastructure will be enforced.

You can visit Evenbreaks Career Hive for advice on accessibility support if you're unsure of the options available. Should you require any reasonable adjustments/modifications, please add a note to your application.

All offers of employment are conditional upon satisfactory completion of pre-employment checks. Click here for more information