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Your day at NTT DATA

The role of Integrated Services - Service Desk Technician (L1) Integrated Services is responsible for interacting with customers via telephone, email, portal, to handle a variety of pre-sales, and post-sales service functions. This role provides first line support to resolve customer queries, complaints, basic problem resolution, to triage the ticket to respective resolver groups and will operate under the close supervision whilst following standard operating procedures.

This role achieves their service desk function through dedicated ITIL processes such as incident management and problem management and provides effective communications.

This role is responsible for upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy and procedures.

What you'll be doing

Key Roles and Responsibilities:

• Answering and/or initiating customer interactions, responding to customer needs in a professional, service-orientated manner

• Constantly meeting organisational service level agreements by taking appropriate actions to resolve customer problems

• Assessing customer concerns by eliciting the relevant and sufficient information to enable an accurate, appropriate and timely resolution

• Following appropriate procedures and offers a solution-orientated to all customer interactions, tailored to the needs of the individual customer

• Providing feedback to customer on actions taken to ensure appropriate levels of customer service

• Remaining current with product, system, process and policy knowledge

• Escalating complex problems and difficult situations when required

• Diffusing difficult situations and manage the flow of the call and maintain control of calls, navigating necessary system screens

• Checking customer details to ensure accuracy and relevance to the service interventions

• Adhering to all policies and procedures that govern the workplace

• Capturing the detail of client requests

• Analysing and interpreting the client request to ensure the correct categorisation and prioritisation

• Ensuring that the user is kept updated on the progress in relation to the resolution of the fault and/or issue

• Communicating with internal stakeholders to ensure that resolution of requests is achieved according to the required standards

• Ensuring that users are aware of the actions that are being undertaken on their behalf

• Ensuring that incidents are logged, addressed, and closed off

• Acting as the link between customers and IT support teams

Knowledge, Skills and Attributes:

• Communications, analytical thinking is essential to help to identify, communicate to resolve issues

• Good verbal and written communication and customer service skills

• Attentive listener with a professional approach

• Good attention to detail and accuracy

• Adaptable and flexible, adapts style to align to cultural differences

• Knowledge of standard rules, procedures and operations within a similar environment

• Ability to solve basic problems which may be varied but similar

• Ability to fact find to gain a full understanding of an issue and consider most appropriate response

• Ability to work effectively in a team to support the achievement of short-term objectives

• Basic knowledge of GDPR and POPIA would be desired

• Demonstrates the ability and passion to learn

• Friendly and patient with users and/or client

• Shows initiative and ability to work independently

• Ability to organise and prioritise

• Basic knowledge of information systems service management / service control processes and methodologies

• Basic knowledge and understanding of information systems technology areas

• Display personal accountability for own actions and quality of work

• Basic understanding of Active Directory

• Working knowledge of Windows Operating Systems and iOS

• Working knowledge of the Microsoft Office suite of applications

• Display personal accountability for own actions and quality of work

Academic Qualifications and Certifications:

• High school qualification

• Relevant certifications

Required Experience:

• Some experience in a similar environment providing customer service

• Some experience working with the MS office suite and related technologies, including databases

• Some demonstrates a professional and friendly tone, maintaining faultless grammar

• Some experience in a service management and operations role and service desk environment

• Some experience working with help desk/ticketing software

Workplace type :

On-site Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.