Nomad Digital are currently recruiting for a Service Desk Analyst (Night-shift) to provide support to our customers on a global scale. This opportunity is to cover a rotational shift pattern from 19.00pm - 07:00am. Further information will be provided at interview stage. What will I be doing? The Service Desk Analyst 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. This opportunity offers the chance to work within a diverse industry which crosses over Telecommunications, Rail & Information Technology. This role will support in the remote maintenance of Wi-Fi connectivity onboard trains globally. Who we are? 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 team work and trustworthiness. Essential Duties and Responsibilities: To use the incident management system, logging issues in an accurate and timely manner, dealing with issue escalations and progress issues to closure within the current SLAs. Dealing with telephone support calls from the customer or on-train teams, presenting a professional image of Nomad to the customer and dealing with the call through the incident management system. Dealing with customer emails presenting a professional response to the customer and dealing with the email through the incident management system. Utilising 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 SLA’s, 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. Where issues are beyond the technical capabilities of the Service Desk Analyst, they should escalate the ensuring that all handover information is accurately recorded in the incident management system. Where issues require escalation to 2nd line support the Service Desk Analyst must accurately. Ensuring that the Team Leader is updated to any issues that could manifest themselves as a customer complaint about Nomad’s service provision. Co-ordinating 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 teams. Customer reports issued on time. Identifying and resoling issues where data accuracy within Nomad systems is identified. Undertaking report generation and data retrieval activities. Work will be undertaken on a shift pattern-based system and will require both day and night shift working. Dealing with service requests for access, reports or investigation from the customer and ensuring these are completed in a timely manner. Undertake Change Enablement process to resolve Problems and update remote devices with releases from Product Management teams. Manage and coordinate Major Incidents, working with multiple teams to resolved the outage or service degradation within agreed SLAs. Example of specific role deliverables: Daily - review and update of tickets on fleets Daily - handover to the next shift - documented shift handovers and follow ups, start/end of shifts Logging - all new incidents/service requests either by telephone/email or in person Daily - feed back to the incident coordinator/line management incidents where process/procedures are not being followed Monthly – contribute to the working group meeting with other staff to share ideas and improvements Monthly – investigate incident trends and identify problems updating known errors/workarounds Weekly/monthly - contribution to Service Desk performance metrics Qualification requirements: Graduate with a Business and IT background (or equivalent relevant experience) ITIL Foundation level (Nice to have) Previous experience working as a 1st line technical support analyst desirable Experience of ITIL V4 is preferred, although not essential Experience Requirements: · Excellent computer proficiency (MS Office – Word, Excel and Outlook). Key Behavioural Competencies: 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. Keen to investigate problems across the service desk to resolve and reduce the number of incidents. Attention to detail. Ability to work well in pressurized 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. Proactive individual with a passion to deliver a high-quality service to Nomad customers. Good data analysis and reporting skills. Work collaboratively with the wider service desk to improve processes and build strong working relationships. In return you'll get the opportunity to work with a passionate group of colleagues worldwide, whilst helping transform the transport industry and working with innovative connectivity technologies. We'll also invest in your professional development and continued opportunities for networking and professional certification. 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. To discuss further, please email HRnomadrail.com .