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Helpdesk Senior Associate

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Date: Nov 6, 2022

Location: Nashville, TN, US

Company: NTT DATA Services

Req ID: 204978 

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 Helpdesk Senior Associate to join our team in Nashville, Tennessee (US-TN), United States (US).

Advanced Technical Support Agent is responsible for providing telephone/email/chat and remote diagnostic technical support of hardware, systems, sub-systems and/or applications for customers. Should be able to dynamically adjust to end user described symptoms in order to reach a resolution. Works as a team with peers to provide excellent customer service and a high resolution rate under the direction of a team lead and manager. Assists in the development of new knowledge and/or improvement of existing knowledge. Communicates clearly and professionally with end users to convey understanding of an issue and what is being done to resolve it.

Role Responsibilities 

  • Answers questions about installation, operation, configuration, customization, and usage of assigned products
  • Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct failures.
  • Documents problems in the support solution database for diagnostics and solution implementation
  • Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
  • Identifies and provides input on unique or recurring customer problems and focuses on delivering a positive customer experience according to NTT Data standards 


Basic Qualifications

  • 6+ months of experience with troubleshooting technology



Additional Requirements

  • Must be able to obtain a U.S. Government clearance (US Citizenship is a requirement for this clearance)
  • Working Knowledge of Operating Systems such as Windows 7 & 10
  • Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications 
  • Working knowledge of MS Office suite & Skype for business
  • Strong customer service focus
  • Strong knowledge of entire support ecosystem
  • Heavy critical thinking for focused accurate escalation
  • Strong communication skills
  • Organizational and technology understanding




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 considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

Nearest Major Market: Nashville

Job Segment: Help Desk, Information Technology, Cloud, Database, Consulting, Technology