Service Desk Analyst

Nomad Digital are currently recruiting for a Service Desk Analyst to provide support to our customers on a global scale. This role will support in the remote maintenance of Wi‑Fi connectivity onboard trains globally and offers the chance to work within a diverse industry which crosses over Telecommunications, Rail & Information Technology. The role is responsible for identifying issues before they become critical incidents and troubleshooting and investigating problems. The role provides bespoke training for our in‑house systems. It is a great opportunity for someone who is looking to join a growing team with lots of career development prospects. This opportunity is to cover a rotational shift pattern from 07:00am - 19:00pm. Further information will be provided at interview stage.

About Nomad Digital: Nomad Digital is the world's leading provider of passenger and fleet connectivity solutions to the railway industry. Founded in 2002, and headquartered in the UK, currently serving more than 80+ global customers in more than 40 countries – Nomad designs, builds, deploys and manages passenger Wi‑Fi and on‑board passenger infotainment systems. Nomad also provides remote online condition‑based monitoring and maintenance solutions for optimising fleet management, operational performance and improving fuel economy.

When you join Nomad Digital, you will join a forward‑thinking, fast‑growing, fun environment with access to some of the very latest technology in its field. You will work with experts who innovate collaboratively, creating an environment of teamwork and trustworthiness.

Essential Duties & Responsibilities:

• Use the incident management system, logging issues in an accurate and timely manner, dealing with issue escalations and progressing issues to closure within the current SLAs in place.
• Deal with telephone support calls, presenting a professional image of Nomad to the customer and managing the call through the incident management system.
• Handle customer emails, presenting a professional response to the customer and managing the email through the incident management system.
• Utilise Nomad’s monitoring and alerting tools to deal with issues raised through the incident management system.
• Pro‑actively monitor live issues and bring them to closure within the agreed SLAs, updating the status in the incident management system.
• Undertake analysis of issues and provide remediation to resolve the issue, documenting the activities into the incident management system.
• When issues are beyond the technical capabilities of the Service Desk Analyst, escalate the issue to the Senior Service Desk Analyst ensuring that all handover information is accurately recorded in the incident management system.
• When issues require escalation to 2nd line support, the Service Desk Analyst must first escalate the issue to a Senior Service Desk Analyst to approve and or review the escalation.
• Ensure that the Team Leader is updated on any issues that could manifest themselves as a customer complaint about Nomad’s service provision.
• Co‑ordinate their activities with the other Service Desk Personnel.
• Share gaps with Quality / Knowledge / Training to improve incident handling and put actions in to prevent future defects.
• Contribute to lessons learned with the service management coordinators.
• Customer reports issued on time.
• Identify and resolve issues where data accuracy within Nomad systems is identified.
• Undertake report generation and data retrieval activities.

Experience & Qualifications Required:

• Graduate with an IT background (or equivalent relevant experience).
• ITIL Foundation level (Nice to have).
• Previous experience working as a 1st line technical support analyst desirable (Not desktop support or call centre).
• Experience of ITIL V3 is preferred, although not essential.
• Excellent computer proficiency (MS Office – Word, Excel and Outlook).
• Knowledge of Linux based systems and CLI desirable.
• Previous experience in managing and monitoring a network system using an SNMP based product.
• Interest in supporting networking and IT equipment.
• Customer focused.

Other Essential Requirements:

• Travel Required: Minimal.

Key Behaviours:

• Good communication both written and verbal with high level of understanding of how to communicate in a professional manner with internal and external customers.
• Ability to organise, multi‑task and switch between tasks to prioritise workload and meet deadlines.
• Ability to learn new technical skills quickly and retain the knowledge to be able to apply these skills at the appropriate time.
• Adept with analytical data with the purpose of generating accurate and meaningful reports.
• Proactive individual with a passion to deliver a high‑quality customer service ethic to Nomad’s internal and external stakeholders.
• Keen to learn new technical skills and utilise new skills.
• Attention to detail.
• Ability to work well in pressurised situations and think proactively in a fast‑paced environment.
• Aptitude for problem solving.
• Ability to influence others and build strong relationships.
• Ability & willingness to take ownership of tasks to ensure the service desk are working to the best of their capabilities.
• Knowledge of Root Cause Analysis techniques and ability to apply them to real world scenarios.
• Good data analysis and reporting skills.

Benefits:

• Health Care Cash Plan.
• Life Cover & Critical Illness Cover.
• Contributory Pension Scheme via Aviva.
• Generous Annual Leave with enhanced leave based on tenure.
• Employee Referral Scheme / Employee Recognition Scheme.
• Company Sick Plan.
• Hybrid Working Model – The role will consist of a mix of working from home and being in our Newcastle Head Office.

Our Commitment:

Nomad Digital is committed to being an inclusive and diverse employer, as well as providing equal opportunities in employment and freedom from unlawful discrimination on the grounds of age, race, ethnic or national origin, sex, pregnancy and maternity, marital or civil partnership status, sexual orientation, gender reassignment, disability, religion or beliefs. We encourage and welcome all job applicants, especially those from diverse backgrounds and ensure everyone is treated equally and without discrimination. Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request.