Service Desk Analyst Apprentice Nomad Digital Limited

Nomad in Newcastle are recruiting a new member of the Head Office Team who can provide first level support through taking calls, responding to emails and utilising Nomad monitoring and reporting systems as a Service Desk Analyst Apprentice. You will need good attention to detail to identify live and historic issues with the fleets being monitored.

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Closing date: 02 Oct 2017

Apprenticeship summary

  • Weekly wage

    £288.46

  • Working week

    Monday-Friday 9:00am-5:30pm

    Total hours per week: 37.50

  • Apprenticeship duration

    15 months

  • Possible start date

    03 Oct 2017

  • Date posted

    06 Sep 2017

  • Apprenticeship level

    Advanced Level Apprenticeship

  • Reference number

    VAC001305903

  • Positions

    1 available

The primary responsibility of the Service Desk Analyst is to provide first level support through taking calls, responding to emails and utilising Nomad monitoring and reporting systems to identify live and historic issues with the fleets being monitored. They must undertake this while maintaining the Service Level Agreements that are in place.

  • Using the incident management system log issues accurately, deal with issue escalations and progress issues to closure
  • 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
  • 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

Requirements and prospects

Desired skills

  • Academic Business and IT background
  • Previous experience working as a 1st line support
  • Interest in supporting networking and IT equipment
  • Customer focussed
  • Working knowledge of Microsoft products including Excel and PowerPoint.
  • Knowledge of Linux based systems and CLI desirable
  • ITIL Foundation level (Nice to have) preferred, although not essential

Personal qualities

  • Ability to organise and prioritise workload and meet deadlines
  • Good communication both written and verbal with high level of understanding of how to communicate in a professional manner with customers
  • Ability to learn new technical skills quickly and retain the knowledge to be able to apply these skills at the appropriate time
  • Proactive individual with a passion to deliver a high-quality service to Nomad customers
  • Wants to learn new technical skills and utilise these skills
  • Good data analysis and reporting skills
  • Ability to multi-task and switch between tasks without losing track of promises and deadlines that they have committed to

Qualifications required

  • Ability to organise and prioritise workload and meet deadlines
  • Good communication both written and verbal with high level of understanding of how to communicate in a professional manner with customers
  • Ability to learn new technical skills quickly and retain the knowledge to be able to apply these skills at the appropriate time
  • Proactive individual with a passion to deliver a high-quality service to Nomad customers
  • Wants to learn new technical skills and utilise these skills
  • Good data analysis and reporting skills
  • Ability to multi-task and switch between tasks without losing track of promises and deadlines that they have committed to

Future prospects

The career progression from our Service Desk can be either into System Administration (networking/infrastructure) or Field Service Engineers (maintain our hardware) or potentially Cyber Security.

Things to consider

Pay increase available quarterly based upon performance. Apprenticeship National Minimum Wage (ANMW): The National Minimum Wage for Apprentices is £3.50 per hour. This is the legal minimum pay per hour applying to 16-18-year-old apprentices and those aged 19 and over in the first year of their apprenticeship. For apprentices 19 or over who have completed their first year and are continuing their apprenticeship, the National Minimum wage appropriate to their age applies. It is highly important that you do not contact the Employers directly – any attempt of this may invalidate candidate’s application. Should you have any queries regarding your Application or the job itself, please contact your 3aaa Training Academy.

About the employer

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 WiFi 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.

Employer

Nomad Digital Limited

Address

3

Broad Chare

Newcastle Upon Tyne

NE1 3DQ

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Training provider

Throughout the duration of your Apprenticeship (typically 15 months) you will be required to attend the 3aaa Technology Academy in Newcastle for 30 days of training across five months featuring structured training. The remainder of your training will be completed in the workplace with your Employer. You will work towards a Level 3 Apprenticeship standard – Infrastructure Technician. The qualifications consist of:

  • Level 2 Functional Skills English and Maths (if applicable)
  • Knowledge Module 1 - Networking and Architecture   
  • Knowledge Module 2 - Mobile and Operating Systems   
  • Knowledge Module 3 - Cloud Services  
  • Knowledge Module 4 - Coding and Logic   
  • Knowledge Module 5 - Business Processes
  • One vendor certification selected based on your job role and individual capabilities (Typically a Microsoft Technical Associate (MTA) certification)

Knowledge Modules are specified by the British Computer Society (BCS)

Apprenticeship standard

Digital Industries > Infrastructure Technician

Training provider

ASPIRE ACHIEVE ADVANCE LIMITED

Applications for this apprenticeship are being processed by ASPIRE ACHIEVE ADVANCE LIMITED

Contact

applylevy@3aaa.co.uk


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Closing date: 02 Oct 2017