IT Service Delivery Analyst

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 bring people together to get the most out of life.

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

South Western Railways HQ is based on the 4th Floor at South Bank Central, a stone's throw from the River Thames and a 10 minute walk from our busiest station, Waterloo. It is local to many well-known attractions, restaurants and retail facilities and is easily accessible by public transport. 

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
• Excellent pension scheme

We all belong at SWR. Our vision is to provide an inclusive environment for all colleagues, 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.

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/