Service Desk Analyst (Telecommunications)

TL;DR

Service Desk Analyst (Telecommunications): Providing remote maintenance and support for global onboard train Wi-Fi connectivity with an accent on incident management, troubleshooting, and network monitoring. Focus on identifying critical issues proactively, resolving technical failures within SLAs, and optimizing passenger connectivity across diverse rail fleets.

Location: Hybrid (Newcastle upon Tyne, UK)

Company

World's leading provider of passenger and fleet connectivity solutions for the railway industry.

What you will do

• Manage and log incidents through the management system, ensuring closure within established SLAs.
• Provide professional technical support to global customers via telephone and email.
• Proactively monitor live network issues using alerting and monitoring tools.
• Perform root cause analysis and document remediation steps to prevent recurring defects.
• Escalate complex technical issues to Senior Analysts and 2nd line support.
• Generate data reports and maintain system data accuracy.

Requirements

• Degree in IT or equivalent relevant professional experience.
• Previous experience as a 1st line technical support analyst (excluding general desktop or call center support).
• Proficiency in MS Office (Word, Excel, Outlook).
• Knowledge of Linux systems and Command Line Interface (CLI).
• Experience with SNMP-based network monitoring products.
• Must be able to work a rotational shift pattern (07:00 - 19:00).

Nice to have

• ITIL Foundation level certification (v3 preferred).

Culture & Benefits

• Hybrid working model combining home and office work.
• Comprehensive health benefits including Health Care Cash Plan and Company Sick Plan.
• Life and Critical Illness cover.
• Contributory pension scheme via Aviva.
• Generous annual leave based on tenure.
• Employee recognition and referral schemes.