Request Fulfilment Analyst

Location:Greater Manchester
Job Type:Full Time


Manchester, GB

Department Name

Route Services

About Network Rail

We at Network Rail are dedicated to becoming one of Britain's best employers and believe this starts with placing the candidate at the heart of everything we do!

Our ambition to be responsive to passengers and freight users, drives us every day and we're empowered to do the right thing for those who use the rail network. We actively challenge unsafe practices and take responsibility for addressing risks, resolving issues and protecting safety and wellbeing.

We're passionate about great service and we ask ourselves: "what can we do to put our passengers and freight users at the centre of everything we do?" With this in mind, we pull together as one industry because we care about people and teamwork is key. For more information about Network Rail click here.

Brief Description

About us

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

Route Services IT delivers smart technology for the railway of today - designing fit-for-purpose and innovative solutions across the business. We manage the day to day running of our vast IT estate, from safety critical systems maintenance to hardware provision, and provide support to thousands of employees every day.

The role

As a Request Fulfilment Analyst you'll fulfil IT related service requests within Service Level Agreements and in accordance with the organisations policies and procedures. Identifying and contributing to continual service improvement initiatives that enhance quality and efficiency, and lead to increased customer satisfaction and user experience.

About the role (External)

Key Accountabilities

What will you be doing?

    Provide a friendly, fast and efficient service in the fulfilment of IT requests.

      Building and maintaining relationships with other teams within the support organisation.

        Maintaining high levels of personal/team productivity by actioning and resolving customer requests in accordance with defined Service Level Agreements.

          Achieve high levels of accuracy in updating call/requests details on Help Desk tools in accordance with team processes and procedures.

            Adhere to escalation procedures, promptly allocating unresolved calls as appropriate.

              Recognise and escalate request trends to Team Leader to enable prompt escalation to Incident Management as appropriate.

                Pro-actively highlight gaps in processes, knowledge and tools to Team Leader.

                  Provide high levels of customer service providing a consistently friendly, helpful and efficient service, so that customer satisfaction rates are maintained.

                    Highly adaptable/flexible approach in order to achieve corporate goals and objectives.

                    Job Skills, Experience and Qualifications

                    Do you meet the following criteria?


                      Highly self-motivated, with the ability to concentrate on complex customer requests for significant periods of time.

                        Previous knowledge and experience of working with Active Directory and Exchange.

                          Excellent written and verbal communication skills with attention to detail.

                            Strong customer focus with the ability to build rapport, engender customer confidence and increase customer satisfaction.

                              Strong sense of personal responsibility and achievement with awareness of how personal performance influences team spirit and service level attainment.

                                Excellent keyboard and accuracy skills.

                                  Ability to work under pressure at times, both individually and as part of a team.

                                    Previous experience of software deployment tools.

                                      Knowledge of folder structures and security permissions inheritance.

                                        Awareness and application of security policies in relation to request fulfilment activities

                                          Aptitude for logical problem solving.


                                          • Previous exposure to, or use of the Oracle e-Business suite

                                            Awareness of Service Management disciplines (e.g. configuration, change, problem, operations, capacity, availability, performance etc.)

                                              Familiarity with Microsoft Windows technology and operating systems

                                                ITIL Foundation

                                                How to apply (External)

                                                Salary: £18,000 - £21,000

                                                Closing date: 01st June 2020, Late applications will not be accepted.
                                                Click 'apply now' to apply.

                                                We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, national origin, gender, sexual orientation, age, marital status, or disability status. Click here for more information

                                                Want to find out about what benefits we offer? click here

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