IOC On-Site 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 Senior Managed Services Service Desk Agent is a skilled service desk resource and is responsible for acting as a central point of contact between support teams and end users on a day-to-day basis, often supplementing established procedures with their own troubleshooting skills to identify and resolve technical problems.

The Senior Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role. They are responsible for acting as the escalation point of contact for clients and vendors.

The Senior Managed Services Service Desk Agent are in place to provide immediate response to incoming phone calls, monitoring alerts and customer-submitted tickets for various requests including hardware, software and network issues.

The Senior Managed Services Service Desk Agent are also a focal point for reporting incidents and for users making routine requests for services and will pro-actively keep users informed of service events, actions and service changes that are likely to affect them wherever possible.

What you'll be doing

Key Responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Diligently follows processes, continuous follow-ups for closure and reporting.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Triggers knowledge articles requirement, or flags the need for such content, when relevant articles are not available.
• Provides new hire knowledge transfer and training.
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.
• Second level support focused on Incident and Problem Resolution
• Well rounded technical knowledge of operating systems including Windows Server, Linux, and Local area networks.
• Assisting with the fulfilment of Service Requests. Responsible for resolving or escalating incidents in a timely manner
• Attempt to identify what the underlying causes of issues within the infrastructure of a system and how to resolve them
• Need to complete projects for incident, problem, changes, and authoring correctly and on-time
• Provide Onsite/Deskside support
• Remains on the forefront of emerging industry practices and technologies.
• Fix problems (workstation, network, server) using their own skills and troubleshooting ability.
• Keeps track of lessons learned and shares those lessons by entering Knowledgebase and Use Case submissions
• Keeps affected business partners informed about progress. Potential travel between customer’s sites to investigate, troubleshoot and fix any problem that cannot be fixed remotely.
• Provide hardware and software support for all supported Personal Computer and Mobile Devices plus associated peripherals.
• Provides basic support of telephony and UC systems, including the support of conference room audio video equipment.
• Maintaining accurate hardware and software inventory and configuration information.
• Comply with the company’s, and the Clients Quality Management System.
• Comply with the company’s, and the Clients Security Policies, as well as Occupational Health, Safety and Environment policies and procedures.
• Other duties as requested

Knowledge and Attributes:

• Ambitious self-starter who is passionate about IT.
• Skilled at using sound judgment to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates a skilled ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
• Remains on the forefront of emerging industry practices and technologies. Provides recommendations on changes and design enhancements to improve reliability, security, processes, and performance.
• Takes responsibility for meeting commitments; desire to succeed and has a history of meeting solutions by deadline.
• Builds respectful relationships with team members and client. Provides quality customer service above else; ensures an understanding between customer and NTT Data and helps provide workable solutions.
• Promotes innovation, creativity, and effectiveness, always striving for continuous improvement.
• Grows professionally and personally; eager to acquire new knowledge while promoting NTT Data’s values and culture.

Academic Qualifications and Certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.

Required Experience:

• Solid demonstrated related work experience gained in a similar role within an information technology environment.
• Solid demonstrable related work experience in the Technology Industry (for example. Cisco, FW, RSA, SOC etc.) and Call Center environment is preferred.
• Bachelor’s degree or equivalent work experience. 2 years of technical Admin work experience
• Advanced understanding of Microsoft Windows. Microsoft Certified Professional Qualification (MXP) preferred.
• Intermediate understanding of Active Directory/Windows Server
• Basic understanding of Linux/Unix
• Advanced understanding of TCP/IP networking and common services
• Analytic ability to diagnose problems and ability to work independently to correct the difficulties.
• Understanding of network monitoring tools, ability to discern a critical server/network failure from those with a lesser impact
• Strong analytical, problem solving, and conceptual skills.
• Procedure and process driven, ability to follow processes and procedures and report when they are no longer accurate
• Strong customer focus. Must work well with customers of varying levels of technical expertise in high-pressure situations and complex environments.
• Excellent oral and written communication skills, with the ability to communicate to various levels of management and to customers.
• Ability to adapt to changing business processes, technologies, and environments.
• Strong desire and ability to quickly learn, become competent in, and apply new skills.
• Must be proactive and able to work with minimal to no supervision.
• Ability to work in pressure situations.
• Available for full time shift work, including afternoons and overnights
• Fluent in English, strong communication skills
• Technical Writing skills as well as some experience training/teaching background
• Ability to lift up to 50 lbs. w/ reasonable accommodations.
• Required to travel for training and onsite support.

Workplace type:

On-site 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.