Service Desk Analyst

Nomad Digital

Service Desk Analyst delivering global technical support for Wi-Fi connectivity onboard trains. Troubleshooting issues and ensuring high-quality service in a hybrid work environment.

Posted 5/5/2026full-timeNewcastle • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

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 in place.
Dealing with telephone support calls, 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 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 issue to the Senior Service Desk Analyst 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 first escalate the issue to a Senior Service Desk Analyst to approve and or review the escalation.
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 coordinators.
Customer reports issued on time.
Identifying and resolving issues where data accuracy within Nomad systems is identified.
Undertaking report generation and data retrieval activities.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementdata analysisreport generationdata retrievalLinuxCLInetwork monitoringSNMP

Soft Skills

customer focusedprofessional communicationteam coordinationproblem solving

Certifications

ITIL Foundation