Associate Service Desk Technician

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

Want to be a part of our team?

Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.

Working at NTT

The Client Service Desk Administrator is responsible for monitoring complexity 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 person is the first line of contact for clients that use NTT services and they play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

Key Role and Responsibilities:

• Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf
• Maintain high levels of client satisfaction.
• Receive, validate, and log client requests
• Build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach
• Ensure that support calls are monitored and updated efficiently and effectively
• Assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation
• Work closely with his/her colleagues to ensure the swift resolution of faults
• Proactively communicate with the business in order to provide updates on outstanding incidents or projects
• Assist in the investigation of issues to ensure a high level of client service support
• Ensure that the user is kept updated on the progress in relation to the resolution of the fault
• Ensure that all relevant documents related to the fault are maintained
• Ensure the correct escalation procedure is followed on all critical calls and requests
• Administer and maintain the support desk database and call logging system on a daily basis

What will make you a good fit for the role?

Knowledge, skills and attributes:

• Knowledge of information systems service management / service control processes and methodologies
• Excellent attention to detail and high accuracy
• Knowledge of Windows Operating Systems and iOS
• Ability to organise and prioritize
• Display personal accountability for own actions and quality of work
• Good verbal and written communication skills coupled with solid interpersonal skills
• Understanding of Active Directory
• Knowledge of the Microsoft Office suite of applications
• Friendly and patient with users
• Knowledge and understanding of information systems technology areas
• Demonstrate a professional attitude to all customers
• Display Initiative and ability to work independently
• Display personal accountability for own actions and quality of work

Academic Qualifications and Certifications:

• High School Qualification

Experience required:

• Demonstrated client service experience.
• Experience working with help desk/ticketing software
• Experience in a support desk role within an ICT service provider or contact centre environment.
• At least 1 year working experience in an IT helpdesk, support desk environment

This position requires work to be done onsite at a data center facility and may require use of a personal mobile device. A monthly stipend will be provided to cover expenses incurred for using a personal device, if applicable.

NTT Global Data Centers Americas, Inc. offers competitive compensation based on experience, education, and location. Hourly base salary for this position is $27.30 - $35.00 and is eligible for overtime pay in accordance to local state and federal ‘Wage and Hour’ requirements.

All regular full-time employees are eligible for an annual bonus; payout is dependent upon individual and company performance.

Employees receive paid time-off, medical, dental, and vision benefits, life and supplemental insurance, short-term and long-term disability, flexible spending account, and 401k retirement plan to create a rich Total Rewards package.

Join our growing global team and accelerate your career with us. Apply today.