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Date: May 7, 2019

Location: Austin, TX, US

Company: NTT DATA Services

Req ID: 46922 


At NTT DATA Services, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence and our ability to help our clients stay a step ahead of the competition. 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.


NTT DATA Services currently seeks a Helpdesk Analyst to join our team in Austin, TX.  Candidates local to Austin, TX are strongly preferred.



The individual will be responsible for the following:

  • Act as a single point of contact for phone calls from staff regarding IT issues and inquiries
  • Receiving, logging and managing calls from internal staff via telephone
  • First line support - troubleshooting of IT related problems from in-house software to hardware, such as smart phones, laptops, PCs and printers and iPads
  • Troubleshoot basic network issues such as down sites/phone outages
  • Escalate unresolved calls to the 2nd line support
  • Log all calls in the Service Now logging system 
  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Utilize in house knowledge-base in order to assist with triage
  • Identify major incidents and notify 2nd line support in a timely fashion
  • Basic Active Directory knowledge. Ability to check user accounts for required matching security
  • Navigate Active Directory to check user accounts for appropriate security access and perform password resets
  • Assist with KPI performance and ensure the team overall hits its associated SLA targets



Basic Qualifications:  

Minimum of 1 year work experience with Service Desk Application support

Minimum of 6 months work experience with Windows 10

Minimum of 6 months work experience with Office 2016 



Preferred skills:

  • Call Center environment
  • ServiceNow ticketing system
  • ITIL knowledge
  • Strong metrics 
  • Service level agreements understanding




This is a Temporary Employee of NTT DATA role.  This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                


About NTT DATA Services


NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.


NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit to learn more.


NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs.  The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law.  To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.




Nearest Major Market: Austin

Job Segment: Consulting, Cloud, Help Desk, Information Technology, Technical Support, Technology