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IT Telecomms Co-ordinator

Main Purpose

  • To resolve faults, fulfil service requests and to deliver IT Telecoms services to South Western Railway departments in accordance with Service Level Agreements. 
  • To provide a strong customer focus to end users to ensure requirements are met and the customer is kept fully up to date with on-going progress.
  • To provide IT Telecoms solutions (land lines, mobile telephones and mobile data services) to meet business requirements.
  • To actively represent IT in any projects that have a requirement for IT Telecoms solutions

Specific Accountabilities

  • Ensure all faults, service requests and projects are logged, assigned and given the correct priority.
  • Ensure all calls personally assigned are resolved within the agreed Service Level Agreement.
  • Ensure the Service Desk System is updated with call progress and activities.
  • Attend South Western Railway sites to fix telecoms faults and implement new technologies.
  • Maintain excellent communications and provide regular progress updates with other team members and IT customers.
  • Assist in resolving escalated calls and planning speedy resolutions for any telecoms calls that fall outside the Service Level Agreement.
  • Ensure effective Service Delivery processes and procedures are implemented and followed in line with ITIL standards.
  • Ensure the IT procurement process is followed and liaise with the South Western Railway Procurement and Contract department as necessary.
  • Manage safety activities and take necessary action within own area of responsibility to ensure the safety of all staff.
  • Make recommendations to the Head of IT Service Delivery on improvements for the support activity and the quality of service provided.
  • Create and maintain IT records including user accounts, asset register, software inventory and support documentation.
  • Provide advice, guidance, costs and implementation of any requested services or projects.
  • Provide out of hours support if required


Specific Knowledge, Experience and Skills

  • Proven, excellent organisational and administration skills
  • Proven * Good Server Administration (Ideal but not essential). * Good is a technology that we use to secure company data on mobile devices
  • Knowledge of mobile technology such as iOS, Android, Windows
  • Ability to present alternative concepts for the delivery of services in order to speed up the process
  • Outlook, includes creation of mailboxes, setting permissions etc
  • Proven, strong communication skills, written and oral
  • Ability to present and train users on telecoms technologies that are provided
  • Ability to deal with staff at all levels
  • ITIL (Information Technology Information Library) aware or preferably ITIL Foundation V3 accredited
  • Customer focussed
  • Proven, excellent fault diagnosis, troubleshooting skills and the ability to proactively review incidents to identify trends
  • Issue management and resolution skills
  • Ability to prioritise and mange workloads
  • Enthusiastic team worker
  • Ability to work under pressure and take responsibility for major issues
  • Ability to liaise with suppliers who provide third party support to systems to seek resolution to problems.

 Please note this role will be based at South Bank Central London initially for training and then flexible.

Close map
South Bank Central
30 Stamford Street, South Bank, London, England, SE1 9LS
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    South Bank Central
  • Closing Date:
    23 August 2019
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