Talent Pool: Service Desk Analyst (English + German/French/Italian/Russian/Finnish/Polish) (DRB-698)

Talent Pool: Service Desk Analyst (English + German/French/Italian/Russian/Finnish/Polish) (DRB-698)

09 feb
|
NTT Ltd.
|
Barcelona

09 feb

NTT Ltd.

Barcelona

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. Ita€™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?PLEASE NOTE - This is a talent pool. We are constantly hiring within this space and will be in touch when the next role becomes available. As a member of our Dedicated Services team, a Service Desk Analyst provides critical remote IT support to NTT's key customers. Being the Single Point of Contact for all users who require assistance with any technologies applied by NTT customers, such as PC hardware, applications (from OS to industry-specific or proprietary software), mobile devices (iOS, Android), as well as critical NTT managed IT infrastructure (Windows/Linux Servers, Storage, Network & Securitya€¦), you know how to effectively evaluate, categorize, resolve or assign any technical inquiry. Not only are you tech-savvy, but you are able to convey and articulate technical concepts to any customer types (IT Admin, end user, VIP), in a way that they understand. You thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail. You share your knowledge and communicate effectively with your colleagues (either in-person or via online tools), always working towards the success of the team and the achievement of the Service Level Agreements. If you can identify yourself with the above description, then we're really looking forward to receiving your application to join our team at NTT. Working at NTT Key Duties Provide Support for NTT customers via telephone, email and online tickets Accurately log all incoming calls to the service desk Ensure that information is accurately recorded in the service management tool Ensure that incidents are assigned to the correct resolver team Co-ordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users Provide basic remote assistance and training to end-users as required Contribute to the knowledge base Plan and prioritize work to ensure that deadlines and targets are met Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction Following training, demonstrate clear skills with NTT applied technologies Conform to organizational quality standards This is not a full definition of the role but covers the main aspects and drivers for success What will make you a good fit for the role? Essential Solid IT Background with knowledge about most common operating systems, applications and technologies Excellent communication skills (verbal and written) and telephone manner Attention to detail and ability to follow and memorize procedures Ability to make progress with minimal supervision Ability to work consistently in a dynamic and sometimes high pressure environment Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting. Solid analytical, critical and creative problem solving skills. Team Player Fluent English + any of the following languages: German, French, Italian, Russian, Finnish, Polish Desirable Active directory knowledge Microsoft Exchange knowledge ServiceNow knowledge or experience with other common ITSM tools Exposure to Microsoft Windows and Linux Server technologies Exposure to IBM server, VMware, and NetApp product ranges

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