Service Desk Analyst

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 Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

What you'll be doing

The Level 1 Service Desk Analyst will be a key member of the managed services help desk team that supports our clients in resolving their desktop technical support requirements.

Customer service skills are paramount for this role as the Service Desk Analyst is responsible for ensuring timely restoration of service for NTT Australia's clients by managing requests (Incidents, Service Requests, and Events) through to successful completion.

*This role is a 24/7 position so there will be night shifts rostered in*

Your day at NTT

• Logging - Responsible for receiving, validating and logging client requests. 
• Tracking- Tracks requests and determines current activity on it. Use this information to update task details and to provide regular updates to clients.
• Escalation - Analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct. Identify and escalate requests and exceptions where necessary.
• Resolution - Ensure the swift resolution of faults. Ensure that the user and/or client are kept updated on the progress in relation to the resolution of the fault.
• Interact with necessary internal stakeholders - You are responsible for managing requests through to resolution within the service level agreements by coordinating technical support, product requests and liaising with relevant business colleagues to ensure resolution. The target is zero missed SLA.
• Reports - Produce breach and other reports that are necessary for the correct operation of our processes. Identify failures and shortcomings in the current processes and escalate with recommendations.

Skills and Experience Required

• Excellent customer service and communication skills (verbal & written).
• Strong analytical, co-ordination and troubleshooting skills.
• Confident, Possesses a Motivated personality and is a great team player.
• Demonstrated passion, desire and dedication to ongoing training and development.
• Proactive, flexible attitude to work with a willingness to be part of a rostered team. 
• Basic Windows and computer troubleshooting skills.
• Knowledge in the following technologies:
  • Windows 7,8.x,10
  • Microsoft Office (Office 365 will be well regarded)
  • Active Directory
  • Remote Troubleshooting
  • IT Service Management Tools e.g. ServiceNow, Remedy, HP Service Manager, Jira etc.

Workplace type:

Hybrid Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

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.