[Hiring] Service Desk Analyst @NTT DATA

Role Description

The Service Desk Analyst (IOC Analyst) is a service desk resource and the first point of contact for clients and vendors.

This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.

This position operates on a 24/7 shift schedule , which means you would need to be available for night shifts as well as weekends and public holidays. The role is fully remote and can be performed from any location within Spain.

The Service Desk Analyst (IOC Analyst) applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available.
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

Qualifications

• Ambitious self-starter who is passionate about IT.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Nice to have: Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud...

Requirements

• Nice to have: Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• Nice to have: ITIL v4 foundation certification.
• English: Fluent (Mandatory).
• Spanish: Fluent.

Experience

• 1 year of demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace Type

Remote Working

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today.