IT Service Desk Analyst

We have an incredible opportunity for an IT Service Desk Analyst to join our IT Operations and Services team for a fixed term contract of 12 months (Darlington based). We support hybrid and flexible working for this role, there will be a mix of office and remote working.

Who we are

Railpen is responsible for the safekeeping and investment of around £34 billion in assets and the administration of several pension schemes, including the Railways Pension Scheme, one of the UK's largest and longest established pension funds.

Our heritage of looking after the pension needs of the rail industry and its employees gives us our name and our unique outlook on how we serve our members. Railpen takes a holistic view, focusing on how we serve members today and how we can positively impact the communities and the world they will retire into.

To learn more about Railpen including our values, culture and purpose, visit our LinkedIn Life page here.   

The role

The purpose of this role is to act as a first point of contact providing 1st and 2nd line remote or onsite support ensuring the day to day running of IT systems internally and externally across the business. The role is responsible for providing technical support to end-users who need assistance with their computer hardware or software using incident and request management. 

This role will be responsible for monitoring the internal Service Desk ITSM toolset system ensuring that all incidents and service requests are assigned to the appropriate support team to be progressed and resolved accurately, within the agreed service level.

This role is not eligible for visa sponsorship. Applicants must have the legal right to work in the UK.

The person

The successful candidate will have exceptional customer service skills and be passionate about improving customer satisfaction levels. You will have experience of working as part of a fast paced IT Service desk with a good understanding of troubleshooting and incident and request management. You will have knowledge of Active Directory (ADDS). M365 applications, Major incident management and ITIL accreditation would be beneficial but not essential.

We are looking for someone who welcomes change, has the ability to adapt and is open to learning new skills and sharing their knowledge to initiate and maintain effective working relationships. You will be highly organised to ensure deadlines are achieved and quality is consistently maintained and will be keen to take ownership of your work. The successful candidate will be keen to identify potential inefficiencies and new ways of working to help develop best practice.

Our values of integrity, community and alignment are the guiding principles that influence our behaviour. They help us make decisions and shape our relationships with others. They’re what we stand for. You will actively demonstrate our values, helping to create a safe environment, to place the needs of the community above oneself and, through a culture of ‘fair challenge’, align to the best interests of our members. 

What we can offer you

Rewarding you

• A competitive salary

• On Call rota (1 in 6) with a 7% payment on top of your salary

• 28 days annual leave plus bank holidays

• Generous annual bonus plan

• We provide membership of the Railways Pension Scheme, a Defined Benefit arrangement under which you get a pension for life and a lump sum when you retire, based on your length of service and pay

• 4x Life Assurance cover

Heath & Wellbeing

• Employee assistance programme

• Heath cash plan

• Eye care vouchers

• Flu vaccination

Lifestyle

• We support hybrid and flexible working along with very generous family leave including 12 months full pay maternity leave and 6 months full pay paternity leave

• Buy and sell holidays

• Give as you earn scheme

• Paid volunteering days

• Flexible half days leave

• Electric vehicle leasing

• Cycle to work scheme

Next Steps

Please apply for the apply button or visit Careers Page by 5pm on Wednesday 22nd September 2026.

Railpen is committed to creating an inclusive and diverse environment, we value diversity and welcome people from all backgrounds and walks of life