Field Tech Analyst

2 days ago

Brisbane, Australia NTT DATA Full time

**Req ID**: 248922

We are currently seeking a Field Tech Analyst to join our team in Brisbane, Queensland (AU-QLD), Australia (AU).

**Position Description**

Mainly for End-User computing equipment, responsible for on-site installation, de-installation, maintenance, troubleshooting and/or repair of desktops, notebooks, and associated peripherals. Serves as company liaison with customer on administrative and technical matters.

**Principal Accountabilities**
- Reviews, troubleshoots, and approves operational quality of desktops, notebooks, and associated peripherals.
- Installs, maintains, and optimizes desktop /notebook configurations at customer sites.
- Diagnoses and resolves product performance problems.
- Performs maintenance, swap out and repair services.
- Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact equipment performance.
- Instructs customers on the operation and maintenance of the system.
- Performs troubleshooting and parts replacement, system upgrades and repairs when required.
- Provides technical feedback on process issues to improve overall service delivery.
- Travel may/ may not be required

**Knowledge and Skills**
- Proficient in Windows 10 - MS Office operating environment, specifically in Word, Excel, PowerPoint, Visio, OneDrive, Teams and Outlook. Knowledge of Apple IOS and Android devices may be required.
- Excellent interpersonal skills and ability to lead/ work within a collaborative team.
- Excellent verbal and written communication skills with emphasis in customer service; experience handling difficult customers and conflict resolution.
- Current PC certification or equivalent skill set is required.
- MCP, MCSE, CNE or Network+ certification is preferred but is not essential.
- ServiceNow Ticketing system experience.

**Experience & Qualification**
- Typically requires a minimum of 2 - 5+ years of related experience with High School diploma or equivalency or 1+ years of experience with bachelor's degree.
- Experience working remotely on Customer sites.

**KPI**

This role is measured by:

- Customer Experience Survey on completed tasks.
- Punctuality.
- Professionalism.
- Technical Expertise.
- On-time delivery of reports.
- Timesheet compliance.
- Timely project escalations.
- Internal and external project communications.

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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