Regional Service Desk Coordinator

2 weeks ago

Newcastle upon Tyne, United Kingdom Nomad Digital Full time

**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 pre-defined 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, multi-task 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 high-quality 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.

  • Regional Service Desk Coordinator

    4 weeks ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **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...

  • French Regional Service Desk Coordinator

    2 weeks ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **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 ensuring service is delivered in-line with the customer service contract, taking into consideration risk and opportunity. Via the use of our...

  • Head of Service Desk

    3 weeks ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Regional Team Leaders and...

  • Head of Service Desk

    3 weeks ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Regional Team Leaders and...

  • Head of Service Desk

    2 months ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Central Service Desk team in...

  • Head of Service Desk

    1 week ago

    Newcastle upon Tyne, United Kingdom Nomad Digital Full time

    **Overview** We are currently recruiting a Head of Service Desk for our fast-paced, innovative Operations and Maintenance division. As the Head of Service Desk you will be responsible for managing the Central Service Desk team including any third-party support organisations who act as an outsourced function. You will lead the Central Service Desk team in...

  • Service Desk Team Leader

    2 weeks ago

    Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Full time

    Practice Group / Department: IT Regional - Service Desk Management - Newcastle **Job Description**: We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world’s preeminent corporations and financial institutions with a full business law service. As well as the relevant skills and experience,...

  • Service Desk Team Leader

    4 weeks ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Norton Rose Fulbright Llp Full time

    Practice Group / Department: IT Regional - Service Desk Management - Newcastle Job Description We're Norton Rose Fulbright - a global law firm with over 50 offices and 7,000 employees worldwide. We provide the world's preeminent corporations and financial institutions with a full business law service. At Norton Rose Fulbright, our strategy and our culture...

  • IT Service Desk Manager

    4 weeks ago

    Newcastle upon Tyne, United Kingdom Circle Recruitment Full time

    IT Service Desk Manager - Newcastle IT Service Desk Manager - with experience in leading an IT helpdesk team required by a leading Newcastle city-centre-based company. You must have experience in managing an IT helpdesk environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in...

  • Service Desk IT Manager

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Circle Recruitment Full time

    IT Service Desk Manager - Newcastle IT Service Desk Manager - with experience in leading an IT helpdesk team required by a leading Newcastle city-centre-based company. You must have experience in managing an IT helpdesk environment or have been a senior IT service desk analyst, looking to move into a manager role. You should also have experience in...

  • Service Desk

    2 months ago

    Newcastle upon Tyne, United Kingdom INITIALIZE Full time

    **Service Desk Team Lead - Newcastle - global client - £40 - 50k** **Experience and skills required**: High level of experience in a team lead role on a service desk, preferably across multiple locations Knowledge and experience implementing ITIL Service Management Best Practices Previous experience in a hands on technical support role Excellent...

  • IT Service Desk Analyst

    2 weeks ago

    Newcastle Upon Tyne, United Kingdom Balfour Beatty Full time

    **About the role** Balfour Beatty has an exciting opportunity for an **IT Service Desk Analyst** to join our Enabling Functions team to work in **Newcastle Upon Tyne.** Role purpose - To provide End User Service Desk support to a demanding internal business community. Operating within a multi layered service desk team, delivering exceptional customer...

  • Service Desk Analyst

    2 weeks ago

    Newcastle upon Tyne, United Kingdom Reed Technology Full time

    IT First Line Service Desk Analyst Location: Newcastle Salary: £(phone number removed) on 4 off shift after 6 months Type: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. * Providing...

  • Service Desk Analyst

    1 week ago

    Newcastle upon Tyne, United Kingdom Reed Full time

    IT First Line Service Desk AnalystLocation: NewcastleSalary: £24000 4 on 4 off shift after 6 monthsType: Permanent/Fulltime Our client is one of the UK’s leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. • Providing colleagues with the tools...

  • Service Desk Analyst

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Reed Full time

    IT First Line Service Desk AnalystLocation: NewcastleSalary: £ on 4 off shift after 6 monthsType: Permanent/Fulltime Our client is one of the UK's leading providers of quality public transport. The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. • Providing colleagues with the tools they need to...

  • Temporary Service Desk Support

    6 days ago

    Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom Office Angels Full time £12

    Admin. Secretarial and PA - Administrator Are you a customer service superstar with a passion for administration? Are you looking for a temporary position where you can put your skills to use and make a difference? We have an exciting opportunity for you Our client, a dynamic and forward-thinking organisation, is seeking a Service Desk Assistant to join...

  • Temporary Service Desk Support

    1 month ago

    Newcastle upon Tyne, United Kingdom Office Angels Full time

    Admin. Secretarial and PA - Administrator Are you a customer service superstar with a passion for administration? Are you looking for a temporary position where you can put your skills to use and make a difference? We have an exciting opportunity for you! Our client, a dynamic and forward-thinking organisation, is seeking a Service Desk Assistant to join...

  • Service Desk Team Lead

    4 weeks ago

    Newcastle upon Tyne, United Kingdom Equans Full time

    **Domaine**: Fonctions Supports/Support administratif - **Type d'emploi**: Standard - **Temps de travail**: Hidden (30468) - **Equans is looking for a Service Desk Team Leader to join our team in North Tyneside Council on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary, and benefits package.** To...

  • IT Service Desk Apprentice

    2 months ago

    Newcastle upon Tyne, United Kingdom QA Apprenticeships Full time

    **Employer description**: Established in 2006 in Newcastle UK, Tenth Revolution Group have rapidly grown into the global leader in Microsoft recruitment. **Overview**: You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Azure Cloud Support Specialist Apprenticeship. The L1 Service Desk Engineer will...

  • IT Service Desk Apprentice

    3 weeks ago

    Newcastle Upon Tyne, United Kingdom QA Ltd Full time

    **Employer description:** Established in 2006 in Newcastle UK, Tenth Revolution Group have rapidly grown into the global leader in Microsoft recruitment. **Overview:** You will have the opportunity to gain valuable skills, knowledge and experience as you complete a Level 3 IT Azure Cloud Support Specialist Apprenticeship. The L1 Service Desk Engineer...