Job Description
About the job To resolve faults, fulfil service requests and to deliver IT Telecoms services to South Western Railway departments in accordance with Service Level Agreements. To provide a strong customer focus to end users to ensure requirements are met and the customer is kept fully up to date with on-going progress.To provide IT Telecoms solutions (land lines, mobile telephones and mobile data services) to meet business requirements.To actively represent IT in any projects that have a requirement for IT Telecoms solutions. Your main responsibilities will be: Ensure all faults, service requests and projects are logged, assigned and given the correct priority.Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.Ensure the Service Desk System is updated with call progress and activities.Attend South Western Railway sites to fix telecoms faults and implement new technologies.Maintain excellent communications and provide regular progress updates with other team members and IT customers.Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.Ensure effective Service Delivery processes and procedures are implemented and followed in line with ITIL standards.Ensure the IT procurement process is followed and liaise with the South Western Railway Procurement and Contract department as necessary.Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.Make recommendations to the Head of IT Service Delivery on improvements for the support activity and the quality of service provided.Create and maintain IT records including user accounts, asset register, software inventory and support documentation.Provide advice, guidance, costs and implementation of any requested services or projects.Provide out of hours support if required You'll need: Proven, excellent organisational and administration skillsKnowledge of IntuneProven * Good Server Administration (Ideal but not essential)Knowledge of mobile technology such as iOS, Android.Ability to present alternative concepts for the delivery of services in order to seed up the processOffice 365, includes creation of mailboxes, setting permissions etcProven, strong communication skills, written and oralAbility to present and train users on telecoms technologies that are providedAbility to deal with staff at all levelsITIL (Information Technology Information Library) aware or preferably ITIL Foundation V4 accreditedProven, excellent fault diagnosis, troubleshooting skills and the ability to proactively review incidents to identify trendsIssue management and resolution skillsAbility to prioritise and mange workloadsAbility to work under pressure and take responsibility for major issuesAbility to liaise with suppliers who provide third party support to systems to seek resolution to problems. About the locationOverline 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 patternWorking an average of 37 hours per week over 5 daysOffice hours, Monday - Friday Out of hours as neededThe RewardIn return we offer a competitive salary and a variety of valuable benefits, including: Free duty and leisure travel on SWR services for employeesFree leisure travel for spouse/partner and dependants (criteria dependent)75% discount on many other train operating companiesFull training and support with developmentLarge range of exclusive retail offersExcellent pension scheme