Sr Helpdesk Agent - Remote

Req ID: 370990 

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Sr Helpdesk Agent - Remote to join our team in Oklahoma City, Oklahoma (US-OK), United States (US).

 

**Must Live in Continental United States**

 

Role Responsibilities:

• Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.
• Answers the help desk line and responds to users’ requests regarding computer systems.
• Acknowledges receipt of all user requests within defined service levels.
• Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.
• Maintains user information and documentation.
• End user support-Service Now-Ticket Creation
• End user support-Application Support-ITSM-Incident, Request and Change

 

Basic Qualifications:

• 1+ years of experience in a technical (Level 1) support role

 

 Additional Skills:

• Call center experience
• IT Proficiency
• Experience with end user support
• Knowledge of Windows operating system
• Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands
• History of excellent attendance and customer service skills

 

 

Remote Working and Technology Requirements

To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.

 

Technology

• NTT DATA will provide a computer and headset for remote work.
• Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.
• Failure to return equipment may result in collection actions and/or other consequences.
• Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.
• A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one’s personal dwelling or location.

 

Technical Performance and Issue Tracking

• Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.
• Remote employees must adhere to all technical support procedures and protocols.
• Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.

 

Remote Workspace

Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

• Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.
• The workspace must be a permanent, unencumbered location used daily for work.
• Employees must work with minimal distractions that do not interfere with business operations or service delivery.
• Ideally, the workspace is isolated from other household members and used exclusively for job duties.
• Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.
• Employees must work from the same location consistently unless prior approval is obtained.
• If a change in work location is necessary:
• The new location must meet all Remote Workspace and Technology Requirements.
• Notification to NTT DATA Management is required before re