Customer experience analyst Work, Jobs in Newcastle Upon Tyne, Twr (with Salaries)

Service Desk Analyst
Nomad Digital —Newcastle upon Tyne
- Full-time
- Hybrid work
- Microsoft Word
- Travel
- Analytics
- Annual leave
- Referral programme
Quick apply
13d
Finance Analyst
Greggs —Newcastle upon Tyne
- £25,000 - £30,000 a year
- Full-time
- Microsoft Word
- Computer literacy
- Continuous improvement
- Annual leave
- Employee assistance programme
Quick apply
4d
New Boarding Compliance Analyst - EDD Specialist
Worldpay (UK) Limited —Gateshead
- Analysis skills
- Bachelor's degree
- Financial services
- Employee assistance programme
Quick apply
3d
Systems Support Analyst
J Barbour and Sons —South Shields
- Full-time
- Windows
- POS
- Free parking
- Store discount
Quick apply
1h
Senior Analyst: Application Support
Norton Rose Fulbright —Newcastle upon Tyne
- Continuous improvement
- Mentoring
Business and Data Reporting Analyst (12-month FTC)
Norton Rose Fulbright —Newcastle upon Tyne
- Microsoft Word
- Analysis skills
Resource Planning Analyst
HM Land Registry —Durham
- £32,119 a year
- Part-time
- Customer service
- Analysis skills
- Presentation skills
- Annual leave
11d
Commercial Finance Analyst (UK Remote)
Turnitin, LLC —Newcastle upon Tyne
- Full-time
- Remote
- Analysis skills
- Analytics
- Annual leave
Quick apply
7d
Head of Enterprise Performance
Department for Environment, Food and Rural Affairs —Newcastle upon Tyne
- £73,165 - £81,535 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
5d
Business Admin Apprentice
Skills 4 Group —Cramlington
- £12,480 a year
- CRM software
- Microsoft Office
- Data entry
3d
Lead Global Analysis Engineer
Baker Hughes —Newcastle upon Tyne
- Full-time
- Engineering
- Master's degree
- Bachelor's degree
- Flexible schedule
Data Engineer (Level II) - BI Developer
Department for Work and Pensions —Newcastle upon Tyne
- £44,447 - £54,813 a year
- Overtime
- Hybrid work
- Analysis skills
- Presentation skills
- Mentoring
- Annual leave
- Employee assistance programme
5d
Senior Service Designer
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
14d
Senior Test Automation Engineer
Version 1 —Newcastle upon Tyne
- Hybrid work
- Java
- Communication skills
- Employee assistance programme
- Employee discount
Quick apply
Commercial Performance Senior Manager
LeoVegas Mobile Gaming Group —Newcastle upon Tyne
- Full-time
- Hybrid work
- Mentoring
- Leadership
- Resort
- Annual leave
Quick apply
Senior Automation Test Engineer
Version 1 —Newcastle upon Tyne
- Full-time
- Hybrid work
- Java
- Employee assistance programme
- Employee discount
Quick apply
Senior Fullstack Developer
Version 1 —Newcastle upon Tyne
- Full-time
- Mentoring
- Financial services
- AI
- Employee assistance programme
- Employee discount
Quick apply
Lead Frontend Engineer - Java & Open Source (Private & FS)
Version 1 —Newcastle upon Tyne
- Full-time
- AWS
- Mentoring
- Agile
- Employee assistance programme
- Employee discount
Quick apply
Assistant Compliance Analyst
Animal and Plant Health Agency —Newcastle upon Tyne
- £29,715 - £30,705 a year
- Part-time
- Microsoft Office
- Presentation skills
- Communication skills
- Annual leave
- Employee discount
4d
Senior Insights Analyst
Admiral Slots —Gateshead
- £45,000 a year
- Full-time
- Analysis skills
- Mentoring
- AI
- Employee discount
- Referral programme
Quick apply

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Service Desk Analyst

Nomad Digital -
Newcastle upon Tyne

Quick apply

Job details

Full-time
13 days ago

Benefits

Annual leave
Company pension
Referral programme

Qualifications

Microsoft Word
Technical troubleshooting
Customer service call handling
ITIL Certification
Report writing
Inbound customer enquiry call handling
Report generation
Incident queue management
IT service management
Incident documentation
Microsoft Office Suite
Technical support incident logging
Customer support
Customer interaction
IT incident logging
Network monitoring
Root cause analysis
Incident log maintenance
Help desk
Analytics

Full job description

Overview

Nomad Digital are currently recruiting for a Service Desk Analyst 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 and offers the chance to work within a 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.

This is a hybrid role covering a rotational shift pattern from 07:00am - 19.00pm. Further information will be provided at interview stage.

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

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
Work will be undertaken on a night shift pattern-based system and will be discussed in detail during the interview process.

Experience & Qualifications Required

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 V4 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

Other Essential Requirements

Travel Required: Minimal

Key Behaviours

Good communication both written and verbal with high level of understanding of how to communicate in a professional manner with internal and external customers
Ability to organize, multi-task and switch between tasks to prioritise workload and meet deadlines
Ability to learn new technical skills quickly and retain the knowledge to be able to apply these skills at the appropriate time
Adept with analytical data with the purpose of generating accurate and meaningful reports
Proactive individual with a passion to deliver a high-quality customer service ethic to Nomad’s internal and external stakeholders.
Keen to learn new technical skills and utilise new skills.
Attention to detail
Ability to work well in pressurized situations and think proactively in a fast-paced environment
Aptitude for problem solving
Ability to influence others and build strong relationships
Ability & willingness to take ownership of tasks to ensure the service desk are working to the best of their capabilities
Knowledge of Root Cause Analysis techniques and ability to apply them to real world scenarios
Proactive individual with a passion to deliver a high-quality service to Nomad customers.
Good data analysis and reporting skills

Benefits

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.

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.

Where possible we are happy to consider flexible working arrangements or appropriate reasonable adjustments on request. To discuss further, please email [email protected].

Quick apply

Refine Your Search

customer experience analyst jobs in newcastle upon tyne, twr

Service Desk Analyst

Finance Analyst

New Boarding Compliance Analyst - EDD Specialist

Systems Support Analyst

Senior Analyst: Application Support

Business and Data Reporting Analyst (12-month FTC)

Resource Planning Analyst

Commercial Finance Analyst (UK Remote)

Head of Enterprise Performance

Business Admin Apprentice

Lead Global Analysis Engineer

Data Engineer (Level II) - BI Developer

Senior Service Designer

Senior Test Automation Engineer

Commercial Performance Senior Manager

Senior Automation Test Engineer

Senior Fullstack Developer

Lead Frontend Engineer - Java & Open Source (Private & FS)

Assistant Compliance Analyst

Senior Insights Analyst

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