Service Desk Analyst

Req ID: 170529 

NTT DATA Services 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.

We are currently seeking a Service Desk Analyst to join our team in Lemont, Illinois (US-IL), United States (US).

Job Responsibilities Include

Service Desk Analyst’s primary responsibility is to provide end-user Incident & Service Request support via phone, email, chat, and walk up. Support will require in-depth knowledge of PC and Mac Hardware, Desktop & Laptop Operating Systems, enterprise application administration & settings, high level printer familiarity, and networking functionality and support. In addition, intermediate knowledge of end-user applications is also required. The Service Desk Analyst is the principal owner of the service request as well as the customer’s overall satisfaction.

Service Desk Analyst Job Duties

• Provide professional, courteous technical support to all customers
• Assists call in and walk up customers in a prompt and courteous manner
• Provide prompt initial triage to all incidents to provide incident resolution, request fulfillment, and/or escalation via established processes
• Make every attempt, when appropriate, to resolve service incidents remotely
• Ensure standard performance requirements, call metrics and other related service level targets are met or exceeded.
• Effectively use remote assistant tools, knowledge base, and other related procedures working within company policies
• Provide clear, concise and complete documentation of actions taken in the appropriate tools
• Retain ownership of incidents, requests and other tasks throughout their lifecycle
• Escalate the incidents and requests to the appropriate support team/group
• Support team members to effectively complete team objectives
• Contribute to the knowledge documentation
• Complete and refresh training on all soft and technical skills
• Participate in after hour and weekend on-call rotation shifts
• Conduct all activities within applicable site procedures
• Exercise appropriate workflow and time management
• Provide adequate notice for planned absences
• Ability to implement service desk customer service concepts and interaction management
• Working knowledge & experience with Microsoft 365, Office web and desktop applications including Teams
• Administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)
• Familiarity using knowledge base for incident resolution and request fulfillment
• Experience with Service Desk/Incident Management Processes
• Experience with ITSM tools - ServiceNow

Must Have Qualifications:

• Minimum of 2 years of IT support experience in an enterprise environment
• Minimum of 2 years of experience with Windows OS & Apple OSX

Preferred:

• IT Certifications to include HDI Support Center Analyst, CompTIA Security+, Microsoft Office, Microsoft 365, or Apple Certifications
• Administrative knowledge of Microsoft Active Directory, Exchange, System Center Configuration Manager (SCCM)
• Associate degree or bachelor’s degree in Computer Science, Information Systems, etc.

In accordance with Executive Order 14042, a candidate for this role must be fully vaccinated for COVID-19 by their start date, subject to the provisions and exceptions of EO 14042 and applicable law.

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit https://us.nttdata.com/en/about-us/content/diversity-and-inclusion. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email EEOOfficer@nttdata.com for assistance.