Regional Service Desk Coordinator - Newcastle upon Tyne, United Kingdom - Nomad Digital

Nomad Digital
Nomad Digital
Verified Company
Newcastle upon Tyne, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Overview
We're currently recruiting for a Regional Service Desk Coordinator for our fast-paced, innovative Operations and Maintenance division.

As Regional Service Desk Coordinator you will be responsible for delivering world-class service, ensuring the success and stability of Nomad's flagship networking solution for a variety of multinational customers.


Measuring success via the use of KPIs and SLAs, you will lead a small team of service desk engineers in resolving your customers' incidents and service requests in a friendly and timely manner.


Adhering to ITIL principles, you will champion the management and improvement of Incident, Change and Problem process in your region - liaising with key stakeholders, both internal and external.

Communication and the ability to create effective working relationships are vital in this role, with interdepartmental cooperation being key to success.


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.


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 & Responsibilities

  • Ensure successful service delivery based on predefined KPIs and SLAs.
  • Understanding and implementation of ITIL Change, Problem, and Incident management best practice.
  • Performance and pastoral management of a team of Service Desk Engineers.
  • Conduct regular service reviews with regional customers
  • Management of major incidents affecting regional customers.
  • Production of monthly reports based on regional Incident, Change and Problem performance.

Qualification & Experience Requirements

  • ITIL v3/v4 (preferred but not essential)
  • Proficiency in standard MS Office Suite (Word, Excel, PowerPoint)
  • Knowledge of ITSM tooling (E.G. JIRA, Remedyforce, Freshservice)
  • An understanding of modern networking solutions
  • Excellent communication skills, specifically dealing with staff at all levels both internally and externally
  • Excellent documentation skills with experience of creating support documentation for users with a full audit trail
  • Experience of working within an ITIL Environment

Key Behavioural Competencies

  • Ability to organise, multitask and switch between tasks to prioritise workload and meet deadlines
  • Adept at analysing data with the purpose of generating accurate and meaningful reports
  • Proactive individual with a passion to deliver a highquality customer service
  • Keen to learn new technical skills where necessary
  • Attention to detail
  • Ability to build and manage strong working relationships
  • Ability to multitask effectively ensuring timelines are met.

Benefits

  • Health Care Cash Plan.
  • Life Cover & Critical Illness Cover.
  • Contributory Pension Scheme via Aviva.
  • 25 Days of Annual Leave with enhanced leave based on tenure.
  • Option to purchase an additional 5 days of leave per year
  • 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.

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.

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