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Helpdesk Supervisor (OPHD)

Network Rail

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Key Responsibilities

1. Line manage and motivate a team of helpdesk operators.

2. To provide a knowledgeable escalation point for enquiries and complaints from staff, clients and end users.

3. Provide remote and side-by-side monitoring of agent calls, providing tangible and constructive feedback for training, development and performance management by agent, team and department in line with business requirements.

4. Identify underperformance within your team and introduce the relevant support, training and coaching to ensure targets are met consistently through periodic 121's.

5. Lead by example and make the Helpdesk a great place to work.

6. Ensure staff are made aware of updates regarding procedural changes, utilising an effective method of communication, delivered in a timely manner.

7. Provide training and development to new members of staff and trainees where required or applicable.

Job Skills, Experience and Qualifications


· Excellent communication skills both written and oral with attention to detail

· Customer focused approach.

· Ability to understand customer requirements and transpose accurately to ensure work order is accurate.

· Able to work well within a shift rotation and disciplined team.

· Ability to prioritise and work to deadlines and completing work load.

· Proficient in the use of Windows XP, MS Outlook, Word and Excel.

· Ability to communicate with people at all levels of seniority within an organisation.


· Good knowledge of Railway Operational Property and fault management.

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