UK Rail IT Support Co-ordinator

Our commitment to you, once you join our team, is to foster growth and provide developmental opportunities to ensure you reach your utmost potential.

An opportunity has arisen to join our UK Rail Support team based in Crewe as UK Rail IT Support Coordinator.

The primary role of the UK Rail IT Support Coordinator is to monitor, co-ordinate and support Rail’s use of tablet hardware. This includes, managing hardware availability, training users on tablet use and improving processes, working closely with the IT Application support team and relevant 3rd parties.

Main duties and responsibilities:

• Work with internal resources to develop user procedures, guidelines, and documentation.
• Assist in development and training of internal staff on internal processes.

Continuous Maintenance

• Assist with the implementation and day-to-day operations of selective Railsmart systems and to support and co-ordinate any subsequent new hardware.
• Responsible for data integrity within Railsmart, including quality, accuracy, reporting, timeliness and usability (includes core systems and related interfaces).
• Liaise with internal and external customers for troubleshooting and customer relations.
• Monitor support queries being raised and resolve where possible or escalate to the IT Application Management Support and 3rd party support teams.
• Work closely with the 3rd party support team, in the support of the mobile devices, acting as a conduit between the end users and the supplier.
• Ensuring all escalations are dealt with in a timely manner and within the agreed service framework.
• Working closely with the IT Supplier Support team in the monitoring and escalation of supplier service issues. Manage and approve requests for access to the production environment via the IT Service Desk (IT will be responsible for creating the roles and access rights).
• Managing the general administration of in house and client systems relating to Company issued iPads;
• Ensuring all safety communications are promptly issued to all safety critical staff; Providing a professional first line “desktop” support for all software and hardware issues, as well as any queries relating to the Rail Smart and other associated systems – escalating unresolved issues to the IT Service Desk Assisting with the implementation of additional new hardware;
• Providing accurate reporting on a periodic basis to aid Operations, as well as reducing costs by policing and reporting on excessive data usage;
• Control and maintain requisite documentation for all employee’s and asset transfers;
• Control and Manage document/form distribution
• Maintain asset list of devices assigned to users;
• Maintain European Train Driving Licensing process for all new starters, leavers, transfers and changes as required by the Business;
• Keeping the ORR portal up to date
• Co-ordinate end user training using documentation provided by application Vendors and the IT department;

Future Enhancements

• Responsible for the creation and maintenance of training materials and communications.
• Provide support on ad-hoc projects as required.
• Conduct regular audits of security roles and users.

Key job requirements:

• Articulate with good communication skills - both written and verbal;
• Excellent organisational and time management skills with the ability to plan own work, work autonomously and on own initiative, and meet deadlines;
• Excellent attention to detail with a high level of accuracy of work;
• Occasional travel throughout the UK as required to support the business;
• Ability to work unsocial hours from time to time;

Behavioural Competencies:

• Ability to remain calm under pressure
• Approaches goals and objectives with drive, energy and enthusiasm
• Proactive approach to work and uses own initiative to implement improvements
• Embraces new challenges, is hands on operationally and gets things done
• Commitment to good governance
• Exhibits and lives the G & W Group’s core values:
• SAFETY - We have an unconditional commitment to the well-being of our people and the safety of our operation
• SERVICE – we have an absolute commitment to our customers based on a philosophy of mutual success
• INTEGRITY – we possess the courage to the right thing always
• RESPECT - we treat all people with dignity and fairness, fostering diversity and inclusion
• TRANSPARENCY – we communicate openly to enable well-informed decision making
• ACCOUNTABILITY – we set high standards and take full ownership of our results as an individual and a team
• INNOVATION – we embrace creativity, technology and new ideas
• EXCELLENCE – we have relentless focus on continuous improvement and excellence in all we do

We are looking for a committed and reliable individual who possesses the knowledge, skills and experience needed for the role.

In return we can offer competitive pay, excellent benefits, a competitive pension scheme and a rewarding career in an award-winning team.