Service Desk Analyst; Night Shift

Overview

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.

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.

• Use the incident management system, logging issues accurately and timely, dealing with issue escalations and progressing issues to closure within current SLAs.
• Handle telephone support calls, presenting a professional image of Nomad to the customer and documenting the call in the incident management system.
• Respond to customer emails professionally and record them in 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.
• Analyse issues and provide remediation to resolve them, documenting all activities in the incident management system.
• Escalate any issues beyond technical capabilities to the Senior Service Desk Analyst, ensuring all handover information is accurately recorded.
• When issues require escalation to 2nd line support, first consult the Senior Service Desk Analyst for approval or review.
• Notify the Team Leader of any issues that could manifest as a customer complaint about Nomad’s service provision.
• Coordinate activities with other Service Desk Personnel.
• Share gaps with Quality/Knowledge/Training to improve incident handling and implement actions to prevent future defects.
• Contribute to lessons learned with the service management coordinators.
• Issue customer reports on time.
• Identify and resolve issues where data accuracy within Nomad systems is compromised.
• Generate reports and retrieve data as required.
• Work will be undertaken on a night‑shift pattern‑based system and will be discussed in detail during the interview process.

• Graduate with an IT background (or equivalent relevant experience).
• ITIL Foundation level (nice to have).
• Previous experience as a 1st line technical support analyst (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 managing and monitoring a network system using an SNMP‑based product.
• Interest in supporting networking and IT equipment.
• Customer focused.

• Travel required:
  
  Minimal.

• Good communication both written and verbal, with a 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 apply them appropriately.
• Proficient…