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NTT DATA's Client is seeking a Desktop Support Analyst (Technician) with 3+ years experience to be responsible for performing various managed client services for a strategic customer. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service.
Responsibilities include performing advanced configuration and repair of desktop/notebook computer equipment and IP phone handsets including network drops and/or cabling, advanced troubleshooting of technical issues on desktop/notebook computer equipment, low-level configuration and support of server/storage equipment when guided by more senior personnel.
This position will be a Client based position.
Responds to customer technical problems/issues related to hardware and software for both onsite and remote users
Assists customers by diagnosing problems and providing resolutions for technical and service issues
Uses troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts
Advises/educates customers within procedural guidelines to ensure a complete solution to their technical or service questions
Focuses on delivering a positive customer experience
Monitors and tracks issues to ensure accurate resolution
Assumes complete ownership of customer issue until resolved involving multiple inbound and outbound communications. They will own the issue and engage/collaborate with multiple resources
Acts independently with substantial latitude to determine methods and procedures on assignments, setting objectives and deciding how to proceed
Provides leadership and mentors team members to transfer skills as well as technicians in other support areas
Works closely with manager to communicate any employee issues, and have the manager deal with them directly
May be responsible for the technical skill development of a team and evaluated on how well they perform on key performance indicators
Proactively engages the required resources to ensure the customer expectation is exceeded in a timely manner
3+ years of deskside support experience
Ability to develop business relationships and communicate effectively with the user community
Strong troubleshooting skills
Understanding of the fundamentals of network and server/desktop administration, installations, upgrades, techniques, tools, materials, and equipment
Knowledge of processes and resources required to perform analytical and technical tasks on PC systems
Knowledge of Service Industry ticketing/work order generating and tracking systems (Preferably Remedy)
Quest KACE for asset management
MCP, MCSE, CNE or Network+ certification
Itil v3 Foundations Certification
Previous desktop support experience
NTT DATA Services is a leading IT services provider and global innovation partner with 130,000 professionals based in over 50 countries. NTT DATA recently acquired Dell Services. NTT DATA Services emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, including consulting, application services, business process, IT outsourcing, and cloud-based solutions. We are a part of NTT Group, one of the world's largest technology services companies, generating more than $100 billion in annual revenues and partner to 80% of the Fortune 100. Visit www.nttdataservices.com to learn how our consultants, projects, managed services, and outsourcing engagements deliver value for a wide range of businesses and government agencies.
The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.
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