Help Desk Senior Associate

NTT Data Corporation Nashville , TN 37201

Posted 3 weeks ago

Req ID: 70385

At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

NTT DATA Services currently seeks a Help Desk Senior Associate to join our team in Nashville, Tennessee (US-TN), United States (US).

Overview

  • Providing ongoing processing in incidents, problems and service requests generated by users

  • Meet and maintain SLAs

  • Ensure quality assurance and continual improvements

  • Responding to and diagnosing problems through discussion with users

  • Ensuring a timely process through which problems are resolved, including problem recognition, research, isolation, resolution, and follow-up steps

  • Providing support to end users on a variety of issues

  • Responding to telephone calls, email and personnel requests for technical support

  • Documenting, tracking, and monitoring problems to ensure a timely resolution

  • Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

  • Simulating or recreating user problems to resolve operating difficulties

  • Recommending systems modifications to reduce user problems

Must Have

  • 1 year of experience supporting a high-volume call center/service desk
  • 1 year of experience providing high-level customer service over the phone
  • 1 year of experience in an IT environment

Nice to have Skills

  • Proficiency in Remedy ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and BlackBerry Enterprise Server

  • HDI certification

  • Excellent verbal and written communication skills

  • Strong customer service attitude

Education

High School Diploma

This is a 24/7 environment and must be able to work 1st, 2nd or 3rd shift.

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the "Company") is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.


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Help Desk Senior Associate

NTT Data Corporation