Help Desk Support

NTT Data Corporation Frankfort , KY 40601

Posted 2 months ago

At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. 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.

Req ID: 33998

NTT DATA Services currently seeks a Helpdesk Analyst - Frankfort, KY to join our team in Frankfort, Kentucky (US-KY), United States (US).

We are currently seeking experienced candidates for the position of Helpdesk Analyst. This is a regular, full time position located in Frankfort, KY.

Primary Responsibilities:

  • Will gather as much information as possible from the end user.

  • The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by the end-user or any sequence of steps used by the end-user, etc. This information will be recorded into an issue tracking or issue logging system.

  • Once identification of the underlying problem is established, the specialist will sort through possible solutions.

  • The Helpdesk Specialist will typically handle straight-forward and simple problems.

  • This includes troubleshooting methods such as verifying user interface issues, resolving username and password problems (i.e., password resets), verification of proper hardware and software set up, and assistance with navigating around application menus.

  • Makes customers/end-users and their needs a primary focus

  • Identifies and understand issues, problems, and opportunities; compares data from different sources to draw conclusions.

  • Deals effectively with antagonistic situations, using appropriate interpersonal communication to reduce tension/conflict.

  • Maintains stable performance under pressure, handling stress in a manner that is acceptable to the organization.

  • Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks.

  • Establishes proper courses of action to ensure that work is completed efficiently and on time/within proper time limits.

Basic Qualifications:

  • 1-2 + years' experience in Helpdesk and Analysis.

Additional Skills Required:

  • Customer/end-user interaction providing and processing information in response to inquiries, concerns, and requests.

  • Gathering customer/end-user information and determining the issue(s) by evaluating and analyzing "symptoms" surrounding the issue.

  • Diagnosing and resolving hardware and software issues involving Internet connectivity etc.

  • Researching required information via available resources.

  • Identifying and escalating priority issues per client specifications.

  • The ability to handle 70%-80% of end-user problems before finding it necessary to escalate the issue to a higher level.

  • Redirecting problems to the appropriate resources.

  • Accurately processing and documenting call/email transactions using designated tracking software.

  • Offering alternative solutions where appropriate.

  • Organizing ideas and communicating messages appropriate to listeners and situations.

  • Following up and making scheduled call backs to customers/end-users where necessary.

  • Staying current with system information, changes and updates.

  • Experience using web-browsers, i.e., Internet Explorer, Firefox, Google Chrome, Safari etc. and various versions thereof.

  • Experience using MS Office, MS Excel, MS Outlook.

  • Experience using various Windows Operating systems, i.e., Windows 10, Windows 7

Preferred Skills/Qualifications:

  • Associates degree in a technical area.

  • Basic to general understanding of computer systems, preferably with electronic health record systems or a combination of education and experience.

  • Proper phone etiquette.

  • Ability to speak and write clearly and accurately.

  • Demonstrated proficiency in typing and grammar.

  • Knowledge of relevant software computer applications and equipment.

  • Knowledge of customer service principles and practices.

  • Effective listening skills.

  • Willingness to co-operate with others and work to the greater good.

  • Multi-tasking capabilities.

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

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Help Desk Support

NTT Data Corporation