Support Analyst (Railway Industry)

Posted 03 September 2021
£12 - £99 per hour
LocationDarlington, Darlington, England
Job type Temporary
DisciplineBusiness Support

Job description

Support Analyst - Darlington (Temporary Maternity contract, but could go perm)

£25,000 per annum / £12.99 per hour

8am - 4pm or 9am - 5pm (Working from home 2 days a week, and 3 days in the office from September 20th)

Kelly Services are seeking to recruit a highly skilled Support Analyst to work within a digital payment organisation dealing with customer queries in the Rail industry. The ideal candidate will support IT systems, have complex knowledge within Rail with excellent customer service skills and fantastic communication

Your main responsibilities are responding to customer incidents including:

  • You investigate and reproduce reported problems

  • You update tickets with progress

  • You directly liaise with customers to gain a clearer understanding of problems

  • You work with colleagues in other teams where necessary

  • You prepare release notes for system releases

  • You have the ability to mentor junior team members to enable them to improve their breadth of knowledge across the Rail Ops suite of applications

Skills & Experience:

  • You lead by example and provide a good role model for others

  • You have good customer-facing skills, including verbal & written communication skills

  • You are good at problem solving/investigative skills

  • You will tackle an organised and methodical approach to work, with the ability to progress issues to resolution,

  • You will demonstrate adherence to following processes/plans

  • You will create, review & update documentation

  • You work independently or as part of a team, depending on the nature of the task in hand

  • You will hold ITIL awareness

  • You have knowledge of the Rail Industry and how it operates

  • Experience of working on a service desk

  • You will be able to create and run SQL

  • You have the ability to conduct training delivery skills

  • You prove solid knowledge of Windows and other operating platforms (e.g. Citrix)

Kelly Services are acting as an Employment Business in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.

As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.