To process IT service requests within established Service Level Agreements, ensuring compliance with the organisation's policies and procedures. Actively identify and contribute to ongoing service improvement initiatives that enhance quality, efficiency, customer satisfaction, and user experience., Your Day To Day Responsibilities:

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.

Technical Skills
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

Are you passionate about delivering exceptional IT services and improving user experiences? Do you thrive in a fast-paced environment where you can make a meaningful impact? At Network Rail, were looking for a Request Fulfilment Analyst to play a crucial role in ensuring our IT services run seamlessly and exceed expectations., Located in the heart of Manchester, Network Rail's Square One office boasts a great location for commuters and professionals alike. Just a short 5-minute walk from Manchester Piccadilly Train Station, it offers exceptional convenience for those traveling by rail. Surrounded by a vibrant array of shops, cafes, and cultural hotspots, Square One provides the perfect blend of accessibility and urban excitement, making it an ideal workplace for those who thrive in a city environment.