Share this Job
Req ID: 98318
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 Agent to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).
The Service Desk Agent provides first tier problem diagnosis and response to calls from a variety of clients. The position, reporting to the Service Desk Supervisor, functions in a high volume environment with diverse and high impact problems. Service Desk services are delivered 24 X 7. The position is responsible for meeting contractual service level requirements and service level objectives.
ACCOUNTABILITIES: • Identifies, analyzes, documents, obtains details, and resolves technical and non technical problems from clients via phone, email, and automated tickets. • Uses a systematic problem solving process to diagnose problems and resolve. • Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems. • Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution. • Consistently produces high quality incident and call tickets. • Assigns appropriately to other support groups incidents that cannot be resolved at the service desk. • Authors and reviews technical documentation for knowledge base. • Acts as a subject matter expert or focal point for specific service areas. • Keeps Manager informed of high priority issues and problems. • Depending upon operational requirements, assists other units including: • capturing and recording asset and peripheral data; updating the configuration management database; • scheduling of IMAC's within contract Service Levels; tracking and monitoring IMAC activity; • creating, modifying and deleting IDs, adhering to specified approval processes; creating and deleting email accounts, addresses and calendars.
- Minimum 3 years as a Support Specialist
- Minimum 3 years of Desktop Administration
- Minimum 3 years of Service Desk Application support
- Must work 8am-4:30pm shift from Monday to Friday with 1 hour lunch
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.
Job Segment: Consulting, Database, Cloud, Technical Support, Technology