Want to be a part of our team?

The Service Desk Analyst (SDA) combines a clear commitment to customer satisfaction with a knowledge of various technical skills.

The SDA is a mid-level position in the Service Desk family. They operate in more complex environments.

The primary responsibility of the Service Desk Analyst is to ensure timely restoration of service by managing requests (Incidents, Service Requests, Events and Problems) through to successful completion.

The role will include ticket management, standard change management and request fulfilment.

Support will be provided through email, tickets generated by the online portals and telephone direct to the customers. The Analyst will also be responsible for managing escalations to other resolver groups within NTT and vendors or partners, to ensure the prompt and satisfactory resolution of customer support cases.

Working at NTT

Provide Support for NTT customers via telephone, email and online tickets.

Operate, maintain, and improve customer services

Provide accurate and timely diagnosis and rectification of incidents.

Resolve or escalate problems and service requests according to established procedures

Work proactively to ensure prompt resolution of support cases and the highest possible levelsof customer satisfaction

Provide direct support in the day-to-day operations of firewalls, load balancers, server hardware, operating systems, networking and storage.

Following training, demonstrate clear skills with NTTemployed technologies.

Raise, update, and close calls on service desk call management system

Escalate to other internal and external support partners

Conform to organisational quality standards.

This is not a full definition of the role but covers the main aspects and drivers for success

Schedule :

Monday-Sunday, 24x7 shift rotation (12 hour shifts)

What will make you a good fit for the role?

Essential :

The candidate must be able to demonstrate good skills in the following areas :

Solid IT background with knowledge about most common applications and technologies

Excellent communication skills and telephone manner

Ability to follow procedures and attention to detail

Able to make progress with minimal supervision

Ability to work consistently in a dynamic and sometimes high-pressure environment

Familiar with virtualization environments.

Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting.

Solid analytical, critical and creative problem-solving skills for multi-tenant solutions.

Fluent English

OS administration experience

Desirable :

Microsoft Windows Server technologies

Networking knowledge at Cisco CCTlevel or above

Knowledge in FortiGate (NS4 desirable)an / or other firewall technologies

Exposure to IBM server, VMware, and NetApp product ranges

Linux basic knowledge and troubleshooting sills

Additional language such as German, French, Spanish, Italian, Polish, Finnish, Russian

Experience in working in a service desk environment

Good programming language skills

Education :

Degree in relevant technical discipline or relevant industry experience.