[Hiring] SCA Helpdesk I @NTT DATA

Role Description

The Customer Support Representative provides 24/7/365 customer-centered IT support as the first point of contact for all user issues. Using ITIL-based service management processes, they log, classify, and resolve incidents and service requests, including processing move, add, change, and delete account requests. Proactively monitors incidents nearing SLA thresholds, escalating as needed to ensure accountability and timely closure. They identify trends and recurring issues, recommending process, tool, or knowledge base improvements to elevate service quality and reduce incident volumes. This role is critical to delivering reliable and responsive IT support that enhances productivity and minimizes downtime.

Job Duties

• In-depth knowledge of IT service desk operations
• Expertise in ticket resolution and escalation
• Strong customer service and communication skills
• Ability to identify and resolve recurring issues
• Analytical skills
• Omnichannel Support

Qualifications

• Minimum 1 year performing IT customer support role/responsibilities
• Ability to obtain a Public Trust clearance

Requirements

• Starting pay range for this remote role is $38,900 - $73,097
• Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications
• This position may also be eligible for incentive compensation based on individual and/or company performance

Benefits

• Medical, dental, and vision insurance with an employer contribution
• Flexible spending or health savings account
• Life and AD&D insurance
• Short and long term disability coverage
• Paid time off
• Employee assistance
• Participation in a 401k program with company match
• Additional voluntary or legally-required benefits