Service Desk Analyst

at  Nomad Digital

OVERVIEW

Nomad Digital are currently recruiting for a Service Desk Analyst to provide support to our customers on a global scale.
The primary responsibility of the Service Desk Analyst is to provide first line support through taking calls, responding to emails, and utilising Nomad monitoring and reporting systems to identify live and historic issues with train fleets being monitored globally. They must undertake this while maintaining the Service Level Agreements that are in place. Performing remote interventions by using Linux based systems to resolve Major and live Incidents.
This is a dynamic, fast-paced role with critical importance for the success of Nomad Digital. The role will cover shifts over 7 days per week on a Rota basis fulfilling relevant SDA duties as required.

EXPERIENCE & QUALIFICATIONS REQUIRED

• 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
• 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 remote host devices.
• Customer focused.
• Previous experience of investigating root causes and managing Major Incidents.

OTHER ESSENTIAL REQUIREMENTS

• Travel Required: Minimal

• 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.
• Share gaps with Quality/Knowledge/Training to improve incident handling and put actions in to prevent future defects.
• Co-ordinating their activities with the other Service Desk Personnel
• 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