[Hiring] Helpdesk Senior Associate @NTT DATA Services

Role Description

We are currently seeking a German Speaker Service Desk Agent to join our team in Romania, Remote.

The Service Desk Agent advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Job Responsibilities Include:

• Manages customer interactions & records reported issues in the ITSM
• Identifies issues, applies fixes and investigates root causes using internal instructions
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
• Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner

Qualifications

• Fluency in German (C1 or B2+)
• Good command of English
• Excellent communication and customer service skills
• Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Flexibility to work shifts if required (M-F Romanian business hours – no night or weekend shifts)

Requirements

• Customer support and ticketing system experience
• Experience of providing remote IT support
• University education, preferably technical degree
• Microsoft certifications

Company Description

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries.

We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.