IT Service Desk Agent

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

The purpose of this role is to provide initial support by troubleshooting and resolving basic technical issues, logging service requests and escalating more complex issues to 2nd and 3rd line teams. This plays a key role in maintaining high performance, supporting our colleagues and ensuring a smooth positive experience for our end-users and passengers.

Your main responsibilities will be:

• Ensure that colleague queries or issues are accurately logged and documented, including detailed descriptions, steps taken, and relevant information throughout the life of the ticket. 
• Provide initial diagnosis and support with the aim of resolving the issue or fulfilling the service request at first contact. 
• Collaborate with other colleagues in IT to escalate tickets where resolution is not possible at the Service Desk. 
• Ensure solution articles in the knowledge base are accurate, or where they don't exist, are created. 
• Ensure effective and timely communication occurs with our users and stakeholders, keeping to current and future Service Level Agreements. 

You'll need to be:

• Windows OS, Office 365 applications (including Outlook), Microsoft Teams and SharePoint
• Polite phone manner. 
• Experience in delivering customer service. 
• Strong written and verbal communication skills. 
• Analytical and problem-solving mindset, with the ability to think creatively to diagnose and troubleshoot issues. 
• Ability to manage multiple priorities, focusing on what is important, not just urgent. 
• Attention to detail and ability to provide an accurate recording of incidents, troubleshooting steps and resolutions.
• Strong documentation skills. 

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

You will work an average of 37 hours per week, typically, office hours, Monday - Friday.

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/