YA-360 - Service Desk Analyst

YA-360 - Service Desk Analyst

14 Sep
|
NTT Ltd.
|
Bangalore Rural

14 Sep

NTT Ltd.

Bangalore Rural

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?As Associate IT Service Desk Specialist you will act as the first point of contact for I&T; employees to report issues and faults relating to their IT services. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolving problems at the first point of contact and/or escalating the fault to be investigated further until resolved. This is a demanding support position which calls for good customer service skills, the ability to articulate solutions clearly and confidently to end users and a degree of technical knowledge across a broad range of technologies and products including; Laptops, Mobile Devices, Remote Access/VPNs, Microsoft, Cloud, 3rd Party Applications etc. The Global Service Desk team, supports internal staff on a global basis and ensure that all calls to the Helpdesk are received, recorded, acted on and followed through to completion in a concise and accurate manner Working at NTT Key Roles and Responsibilities: Work in team dealing with incoming faults in a professional, courteous manner over the phone and via email Correctly logging incidents and faults, categorising and prioritising them in line with team procedures Ensuring all faults are progressed & cleared within SLA – escalating to other internal teams as appropriate Taking ownership and Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress in a logical and methodical manner Diagnosing and resolving problems to the customer’s satisfaction and in a professional and a timely manner. Maintain and develop own knowledge and skills to assist with first time fault resolution Identify and escalate repeat issues or service risks into the Global Information Services team Publishing support documentation where applicable to assist staff with requests for information & provide staff training if required To ensure all calls, which cannot be assigned or resolved, are escalated correctly to the appropriate Senior Analyst or Technical & Support Services Manager. To ensure correct static protection procedures are used throughout. Where necessary, to provide assistance to engineers and other Group members within I&T; To provide telephone support to customers, and deal with support calls when required. Where required, to carry out troubleshooting/investigations with suppliers on behalf of customers. Manage and implement new starters/decommission of leavers Knowledge, Skills and Attributes: 3 Yrs. Solid work experience in a helpdesk or technical support environment Understanding and experience working within an Active Directory environment A keen interest in networking and WAN technology Experience with ServiceNow or other ticketing system Must be able to demonstrate a customer first approach to support The ability to liaise and communicate confidently and professionally with customers at all levels Highly organized and able to work on own initiative in a geographically dispersed team Ability to adapt to changing environments effectively and meet any challenge demonstrating excellent problem-solving skills High attention to detail Good communication at all levels Ability to work under pressure at busy times Ability to work effectively as a member of a team, as well as own initiative Flexible in approach to work Ability to maintain accurate records Ability to Build and configure laptops with necessary corporate images Academic Qualifications and Certifications: Relevant information technology or related qualification ITIL (preferred) Any other relevant certifications Required Experience: Some work experience in a similar role would be advantageous but not essential Work experience working as a Service Desk Administrator / Agent would be advantageous Some experience managing Active Directory users and groups Some experience managing and troubleshooting Active Directory workstations, such as joining a domain, network logon issues, or applying GPOs Some Experience troubleshooting Windows 10 Basic Experience with basic networking concepts, such as IPv4, DHCP, and DNS Some Experience managing Office 365 and/or G Suite a plus Experience troubleshooting VOIP phones and conference room equipment a plus Experience troubleshooting OS X a plus Experience working with stakeholders across a variety of levels internally What will make you a good fit for the role? Works logically and applies policy and procedures to solve a variety of issues Able to receive general instructions on routine work A friendly individual with a helpful attitude, who is confident and enjoys dealing with people Able to work on their own initiative An individual who can see a problem through to the finish having excellent inter-personal skills that enable him/her to communicate effectively with people at all levels, and who will always look for new challenges within their sphere of work. Demonstrates a professional attitude to all customers and has a wish to join a fast paced IT department An individual who can see a problem through to the finish Excellent inter-personal skills that enable him/her to communicate effectively with people at all levels. Someone who will always look for new challenges within their sphere and a desire to grow both with knowledge and as a person.

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/18952498/ya-360-service-desk-analyst-bangalore-rural/?utm_source=html

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