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Response Desk Support Officer

Job Title: Response Desk Support Officer
Contract Type: Permanent
Location: London
Start Date: ASAP
Reference: 029094
Job Published: April 11, 2019 14:23

Job Description

Response Desk Support Officer (Asset Operations) 029094
Organisation - Real Time Operations
Job - General
Position Type - Full Time
Salary: Circa £26,000 plus 21% shift allowance (Four Weekly) 
Location: Southwark, SE1


Shift work, including early and late starts, nights, weekends and public/bank holidays


Overview of project/role


TfL’s Asset Operations is responsible for the safe operation and maintenance of our bus, highways, structures, tunnels, river piers, traffic signals and road technology assets 24 hours-a-day, 365 days a year. We support the recovery of costs, damage to our operational assets by third parties. We also manage our contractors to deliver 24 hours-a-day asset operations across London to keep London moving.


As a Response Desk Support Officer you will provide support to enable the coordination of communications and decision making, assisting in providing a single point of access to Asset Operations resources and contractors. Your work will enable the team to provide a first line response and triage to faults and defects on the network. Our response desk receives around 3500 calls per month, so this is a varied and interesting role where no two shifts are the same.


You will be prepared to work on a 24/7/365 rota basis as part of a shift pattern, and may be required to work in Control Centre Operations, which would require you to undergo and pass a Non-Police Personnel Initial Vetting Clearance.


Key Accountabilities 

Provide support to the team to ensure faults and issues for all assets are resolved in a timely manner for our stakeholders 
Support contractors to resolve first line and second line faults and defects to monitor and ensure timely resolution, prioritising according to safety, cost and quality 
Escalate faults and defects to the senior officer to ensure a timely and high quality response for our customers, keeping the Response Desk Officer informed as appropriate 
Work collaboratively with Control Centre Operations to support the smooth running of the network 
Assist with the coordinating and deploying of resources across London for incident support as required, to ensure timely resolution and effective on-site communication 
Carry out the interrogation and then act upon the output of monitoring systems to determine the severity of a fault notification and respond appropriately 
Share asset specific knowledge to the benefit of the wider team and seek opportunities to further exploit technology for automated monitoring systems
Skills, Knowledge & Experience



Good written and verbal communication skills (Essential)
Able to work effectively as part of a team, with supervision (Essential) 
Able to quickly learn new technical skills (Essential) 
Good customer service skills (Essential) 
Able to plan workload and deliver to deadlines (Essential) 
Excellent computer skills with good experience of Word and Excel, and the ability to learn new bespoke software packages quickly (Essential)

Knowledge of London Wide Surface Transport Network (Essential) 
Good knowledge of TfL Surface Transport assets and systems (Highly desirable) 
An understanding of incident response and the application of command and control structures (Highly desirable) 
An understanding of legal framework, including highway and traffic authority powers, duties and functions (Desirable) 
Knowledge of TfL's customers and stakeholders and relationships with operational activities (Desirable) 
An understanding of health and safety requirements with regard to street works and operational activities (Desirable) 
An understanding of relevant contracts in place for the delivery of asset operational activities (Desirable)

Experience of problem solving and decision making (Essential) 
Experience of providing clear and timely communications (Essential) 
Experience of prioritising work (Essential) 
Experience of dealing effectively with stakeholders and customers (Desirable)
Equality and Diversity


We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, ethnicity, gender, sexual orientation, age or disability status.


Application Process


Please apply using your CV and a two page covering letter.


Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter.


This vacancy is being re-advertised, if you applied before you should not apply again.


We may close this advert early if we receive a high volume of suitable applications.


Candidates who are successfully shortlisted will undergo a scenario based interview.


The closing date for applications is 22 April 2019 @ 23:59




In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include: 

Final salary pension scheme 
Free travel for you on the TfL network 
A 75% discount on National Rail Season Ticket and interest free loan 
30 days annual leave plus public and bank holidays 
Private healthcare discounted scheme (optional) 
Tax-efficient cycle-to-work programme 
Retail, health, leisure and travel offers 
Discounted Eurostar travel