Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.
Your day at NTT DATA
The Client Service Desk Analyst is an experienced service desk role and is responsible for monitoring client network infrastructures, receiving, assigning, and coordinating the successful resolution of requests (incidents, service requests, and events) logged by clients on the relevant monitoring system.
This role plays an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.
The Client Service Desk Analyst requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems.
Key responsibilities:- Receives, validates, and logs client requests.
- Administers and maintains the support desk database and call logging system on a daily basis.
- Ensure the correct escalation procedure is followed on all critical calls and requests.
- Assists with analyzing and interpreting the request to ensure the correct categorization and prioritization.
- Assists in the investigation of issues to ensure a high level of client service support.
- Works closely with his/her colleagues to ensure the swift resolution of faults.
- Ensures that the user is kept updated on the progress in relation to the resolution of the fault.
- Ensures that support calls are monitored and updated efficiently and effectively.
- Proactively communicates with the business in order to provide updates on outstanding incidents or projects.
- Ensures that all relevant documents related to the fault are maintained.
- Maintains high levels of client satisfaction.
- Communicates in a professional manner, provides updates and ensures that clients are aware of the actions that are being undertaken on their behalf.
- Builds and maintains strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach.
To thrive in this role, you need to have:- Friendly and patient with users.
- Display initiative and ability to work independently.
- Ability to organize and prioritize.
- Knowledge of information systems service management / service control processes and methodologies.
- Knowledge and understanding of information systems technology areas.
- Display personal accountability for own actions and quality of work.
- Understanding of Active Directory.
- Knowledge of Windows Operating Systems and iOS.
- Knowledge of the Microsoft Office suite of applications.
- Demonstrate a professional attitude to all customers.
- Display personal accountability for own actions and quality of work.
- Excellent attention to detail and high accuracy.
- Good verbal and written communication skills coupled with solid interpersonal skills.
Academic qualifications and certifications:- High School certification or equivalent qualification.
- Working towards completion of an ITIL certification preferred.
Required experience:- Demonstrated experience in a support desk role within an ICT service provider or contact center environment.
- Demonstrated client service experience.
- Demonstrated working experience in an IT helpdesk, support desk environment.
- Demonstrated experience working with help desk/ticketing software.
Workplace type:
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
Third parties fraudulently posing as NTT DATA recruiters
NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us.