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Service Desk Agent
Ref No.: 18-03250
Location: Johnston, Iowa
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.

Advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of IT policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Job Level Specific Duties: - Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals. - Answers the help desk line and responds to users’ requests regarding computer systems. - Acknowledges receipt of all user requests within defined service levels. - Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information. - Maintains user information and documentation. - Participates in ensuring that customer requests via the ticketing system are managed to closure. - Delivers results in support of achieving the organization’s Service Level Agreements. Skills: - Ability to develop business relationships and communicate effectively with the user community. - Basic troubleshooting skills. - Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment. - Applies basic understanding of customer service techniques as required to address problems with PC based tools and products. Experience: - Typically requires 0-2 year’s relevant experience - Undergraduate degree or equivalent combination of education and work experience.