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Service Desk Analyst

18,658 P.A. ?
Newcastle Upon Tyne
Nomad Digital

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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.


Nomad Digital are currently recruiting for a Service Desk Administrator 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.

This opportunity offers the chance to work within an 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.

Main Responsibilities

  • Monitoring situations, investigating issues and finding solutions within the agreed customer and Nomad SLAs
  • Using root cause analysis techniques to uncover live issues
  • Logging incidents via a ticketing system
  • Support customers over the phone and via email
  • Moving between different systems to log issues accurately
  • Assigning issues to Field Based Engineers for further investigation

Experience required

  • It is essential that the person applying for this role holds a Computing Degree and has proven experience working in a help desk or customer service environment.
  • Knowledge of Linux based systems and CLI desirable
  • An interest in supporting networking and IT equipment
  • Flexibility to work night-shifts is essential

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