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End User Services Support
Ref No.: 18-06663
Location: Santa Cruz, California
Job Title: End User Services Support
Location: Santa Cruz, CA
Duration: 6+ Months


NTT DATA's Client is looking for a End User Services Support with 3+ years of experience to focus on the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity. Responsible for working with customers in the support, maintenance and deployment of desktop hardware as well as the information support processes.

Essential Functions:
  • Provides the desktop hardware deployment and implementation of low to medium complexity and cross functional programs or projects and/or provides support for the user community with high complexity.
  • Performs troubleshooting for highly complex hardware, software and system problems for multiple device types.
  • Works on multiple projects as a project team member. Acts as a subject matter expert in one or more areas.
  • Responds to incidents, diagnoses and resolves complex problems and provides guidance to other team members.
  • Contributes to knowledge management database for problem reporting and resolution. Escalates issues when necessary. Integrates with problem management and performs root cause analysis when necessary.
  • Responds to customer requests of high complexity. Interacts with the customers in a courteous and professional manner.
  • Maintains the device asset management system and the knowledge management systems to capture knowledge and work processes.
  • Responds to assigned issues and participates in the advanced troubleshooting and deployment of new devices, upgrades, fixes and new installations. Provides feedback on technical process issues to improve overall service delivery.
  • Participates in local and enterprise projects of low to moderate complexity. May coach and advise other team members. Participates in on-call rotation and provides on-call support. • Exhibits knowledge of advanced desktop services skills. Ability to work closely with cross-functional IT teams on complex issues. Continues to build solid understanding of processes, procedures, and Dignity Health standards.
  • May assist in the development of Operational Level Agreements (OLAs). Monitors deviations and escalates issues to more senior team members.
  • Day to day interactions with user community and works collaboratively with multiple Business and IT Stakeholders as it relates to Incident Management, Request fulfillment and Problem Management, and Project delivery on small to medium size project.
  • Understanding and adherence to policies and procedures. Develops new or modifies existing policies.
  • Demonstrates potential leadership qualities through team motivation, coaching, and mentoring.

Requirements :
  • Associates degree or technical institute degree/certificate or 3-5 years relevant experience in the service industry.
  • Strong customer service skills.
  • Proficient in Windows operating system environment, network printing systems and Microsoft Office modules.

Basic Qualifications :-
  • Healthcare experience preferred
  • Significant travel may be required: 25% during the normal course of business but may be required to travel more frequently during certain events.
  • These positions will be 2nd shift work (6:00PM – 2:30AM M-F & possible Weekends) so as to complete work without clinic disruption


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.