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SCA Helpdesk II

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Date: Jan 14, 2022

Location: Nashville, TN, US

Company: NTT DATA Services

At NTT DATA, 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 and for the people who work here.


NTT DATA, Inc. currently seeks a HelpDesk Senior Associate to join our team in Nashville, TN.

 

Overview

- Providing ongoing processing in incidents, problems and service requests generated by users

- Meet and maintain SLAs

- Ensure quality assurance and continual improvements

- Responding to and diagnosing problems through discussion with users

- Ensuring a timely process through which problems are resolved, including problem recognition, research, isolation, resolution, and follow-up steps

- Providing support to end users on a variety of issues

- Responding to telephone calls, email and personnel requests for technical support

- Documenting, tracking, and monitoring problems to ensure a timely resolution

- Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

- Simulating or recreating user problems to resolve operating difficulties

- Recommending systems modifications to reduce user problems

 

Must Have

- 1 year of experience supporting a high-volume call center/service desk

- 1 year of experience providing high-level customer service over the phone

- 1 year of experience in an IT environment

 

Nice to Have Skills

-Proficiency in Remedy ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and BlackBerry Enterprise Server

- HDI certification

- Excellent verbal and written communication skills

- Strong customer service attitude

 

Education

High School Diploma

 

This is a 24/7 environment and must be able to work 1st, 2nd or 3rd shift.


Nearest Major Market: Nashville

Job Segment: Developer, Application Developer, Quality Assurance, Sharepoint, Technical Support, Technology