IT Service Desk Admin

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

What else does NTT DATA Offer? We’re glad you asked!

• All equipment required for you to be successful in your role
• Comprehensive benefits package
• Employee Assistance Program
• Short- and Long-Term Disability options
• Rewards and Recognition programs
• Internal career advancement opportunities

Position: IT Service Desk Admin

Work-Set Up: Hybrid

Work Type: Full-Time

Work Schedule: Shifting

Responsibilities:

• Initial point of contact for users requiring assistance with information technology Issues,
• including requests and issues primarily via telephone and ticketing portal
• Timely acknowledgement of requests and issues, executing initial triage / information gathering remediation activities and logging requests including executing follow-up and escalations asper company policies
• Ensure departmental compliance with internal controls and policies
• Respond to requests for assistance via phone, ticket and/or remote desktop support to remote offices/users
• Ability to troubleshoot PC hardware, LAN/Network, and software issues, providing accurate, timely and creative solutions, and escalating more complex problems to Tier 3 staff
• Install/configure desktop software as required
• Familiarity with peripheral devices associated with computers, as well as mobile devices
• Maintain a general understanding of networking concepts as they pertain to connectivity of desktop devices
• Complete assigned tasks, ensuring delivery of services in accordance with established objectives and Service Level targets
• Display exceptional customer service skills with a focus on quality of service
• Any other duties as assigned by management. Monitor ticket queues, ensuring equitable distribution of assigned work to technical resources
• Ensure timely escalation of issues where required by Severity or Priority and/or Service Level
• Agreement or Senior Management direction
• Maintain user account access through Active Directory
• Ensure departmental compliance with internal controls and policies, as applicable

Requirements:

• With at least 6 months tenure in the company/have obtained regularization status
• Previous working experience in an IT Service Desk environment; a technical Diploma, Degree or Certification is a strong asset
• Technical knowledge supporting PC hardware and common applications including Microsoft operating systems (windows 10), Active Directory, Citrix, VPN, Network
• A self-directed team player with a strong desire to succeed and a high degree of enthusiasm, integrity and adaptability
• Well-developed problem-solving skills with an interest in process mapping and continuous improvement
• Ability to multi-task in a fast-paced environment, with a high degree of accuracy
• Highly developed written and verbal communication skills in English
• Ability to work in a 24/7 environment, including rotational shift covering evenings, weekends and holidays

Eligibility and Application Process:

• Applicant should be a regular/full-time employee
• Applicant should not have any active Final Written Warning prior to the application
• Applicant should have a good and passing rate in his/her monthly scorecard
• Applicant should have a good home internet connection and a dedicated work space