**Job Purpose**
The role is to primarily focus on providing responsive and high-quality service desk support for Nomad's MTM customer, however the role will also be required to provide support for other APAC customers.
The role will also be required to provide support to the Service Manager with activities such as preparing and disseminating weekly and monthly performance reports, customer notifications and with various administrative tasks as needed.
The role may also be required to accompany local Nomad technical staff to QRs Mayne Rail Complex to assist with operational field support work (attending to reported on-train faults) or to provide additional support to Nomad project teams with the installation and commissioning of new solutions on QR fleets.
**Essential Duties and Responsibilities**
- Utilise Nomad's incident management system, logging issues in an accurate and timely manner, manage issue escalations and progress issues to closure within the current SLAs in place.
- Utilise various monitoring and support tools such as RoCM, FleetManager and Network Management System to proactively identify potential issues, investigate reported issues and monitor status of resolved issues.
- 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 cannot be resolved at the Service Desk level, escalate these issues to the relevant 2nd or 3rd level support team for their action.
- Provide timely updates to the Service Manager regarding issues which could potentially lead to a customer complaint about Nomad's service provision.
- Develop and distribute customer reports as directed by the Service Manager.
- Develop and distribute customer notifications regarding service outages, maintenance windows, status of critical/high issues.
- 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.
- Identifying and resoling issues where data accuracy within Nomad systems is identified.
- Attend and participate in Service Desk team meetings, as well as other Nomad internal meetings such as Management Town Halls, Safety Briefings, Product Overviews.
- Attend Nomad internal and/or sponsored training as required.
**Qualification Requirements**
- Graduate qualification, ideally with a Business, Engineering, or ICT component.
- Previous experience working in an Engineering or ICT role (Nice to have)
- ITIL Foundation level (Nice to have)
**Experience and Key Behavioural Competencies**
- Excellent computer proficiency (MS Office - Word, Excel and Outlook)
- Demonstrate a high interest in supporting networking and IT equipment within the transportation industry.
- Must be able to demonstrate a high level of customer service and communication skills.
- A high level of communication skills, both written and verbal with high level of understanding of how to communicate in a professional manner with internal and external customers.
- Ability to organise, multi-task and switch between tasks to prioritise workload and meet operational requirements and deadlines.
- 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.
- Proactive individual with a passion to deliver a high-quality service to Nomad customers.
- Good data analysis and reporting skills.