Service Desk Analyst

Want to be a part of our team?

We are looking for new members to join our Service Desk team.

Being the Single Point of Contact for all users who require assistance with any technologies applied by NTT customers, such as PC hardware, applications (from OS to industry-specific or proprietary software), mobile devices (iOS, Android), as well as critical NTT managed IT infrastructure (Windows/Linux Servers, Storage, Network & Security…), the Service Desk Analyst knows how to effectively evaluate, categorize, resolve or assign any customer inquiry or incident, applying their knowledge and following standard operating procedures.

A perfect candidate will be tech-savvy, with the ability to convey and articulate technical concepts and procedures to any customer type (IT Admin, Engineer, end user, VIP), in a way that they understand.

Do you thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail? You share your knowledge and communicate effectively with your colleagues (either in-person or via online collaboration tools), always working towards the success of the team as a whole?

If you can identify yourself with the above description, then we're really looking forward to receiving your application to join our team at NTT.
has context menu

Working at NTT

Key Duties

• Provide Support for NTT customers via telephone, email and online tickets
• Accurately log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool
• Ensure that incidents are assigned to the correct resolver team
• Co-ordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users
• Provide basic remote assistance and training to end-users as required
• Contribute to the knowledge base
• Plan and prioritize work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Conform to organizational quality standards

 

This is not a full definition of the role but covers the main aspects and drivers for success

has context menuCompose

What will make you a good fit for the role?

Essential

• Fluent English
• IT Background with knowledge about most common operating systems, applications and technologies.
• Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting.
• Solid analytical, critical and creative problem-solving skills.
• Excellent communication skills (verbal and written) and telephone manner
• Attention to detail and ability to follow and memorize procedures
• Ability to make progress with minimal supervision
• Ability to work consistently in a dynamic and sometimes high-pressure environment
• Team Player

Desirable

• At least 1 year of experience in a Service Desk role or similar qualification
• ServiceNow knowledge or experience with other ticketing tools

Schedule

• Monday-Sunday, 24x7 Shift rotation

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category