Service Desk Analyst
5 months ago
**Service Desk Analyst**
In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.
The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.
**Want to be a part of our team?**There are excellent opportunities for training and development, with a clearly defined career path for you to grow into.
This team operated under a 24/7 rotating roster (with nightshift allowance added to your salary, as well as days off between shift rotations).
Great role for a recent graduate with some experience to join a passionate technology organisation
The role will be a mix pf working from home (WFH) and the office
**Key Roles and Responsibilities**:
- Uses MS product and process knowledge along with discretion to respond to tickets
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Build knowledge articles, or flag the need for such content, when relevant articles are not available
- Provide timely updates to clients, when requested, on any pending requests or tickets.
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to client
- Produce breach and ageing reports for tickets opened by service desk
- Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement
**Knowledge, Skills and Attributes**:
- Ability to work under guidance
- Ambitious self-starter
- Ability to use sound judgement to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Demonstrate ability to interact with a variety of stakeholders
- Demonstrate required integrity to ensure excellent client service and retention
- Demonstrate the attributes of professionals
- Excellent attention to detail and client focussed
- Strong and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster
**Working at NTT**
- Helping customers resolve a range of technical issues
- Enjoy learning about new technology and love trouble shooting to find solutions
**What will make you a good fit for the role?**
**Knowledge, Skills and Attributes**:
- Ability to work under guidance
- Ambitious self-starter
- Ability to use sound judgement to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Demonstrates ability to interact with a variety of stakeholders
- Demonstrates required integrity to ensure excellent client service and retention
- Demonstrates the attributes of professionals
- Excellent attention to detail and client focussed
- Strong and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster
**Academic Qualifications and Certifications**:
- General Qualification in Technology (Technical Diploma) or equivalent
For more information about this or other opportunities, please contact Karen Aldrich. Please quote our job reference number 589314.
**About us**
NTT Ltd. is a global ICT provider, employing more than 40,000 people in a diverse and dynamic workplace, and delivering services in over 200 countries and regions. We partner with organizations around the world to shape and achieve outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital, and secure.
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.
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