SCA Helpdesk II
Apply now »Date: Aug 5, 2022
Location: Nashville, TN, US
Company: NTT DATA Services
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:
Help Desk, Information Technology, Quality Assurance, Sharepoint, Developer, Technology