Service Desk Engineer

Req ID: 28874 

 

At NTT DATA Services, 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 Services and for the people who work here.

 

NTT DATA Services currently seeks a Service Desk Engineer to join our team in Halifax, Nova Scotia (CA-NS), Canada (CA).

 

 

Job responsibilitiesThe role of a Service Desk Technician is to ensure quality customer service and problem resolution through level one triage support to users when they contact the Service Desk to report problems with business systems. Requests for assistance using and obtaining standard automation platforms must also be handled efficiently. The requests for assistance are handled independently by the Service Desk Technician using provided IT applications and resources. Requests for assistance which cannot be resolved by the Service Desk are redirected to appropriate functional teams in a timely manner. Escalation to the Service Desk Manager may be required in cases where the ownership of the resolution is questioned. Additionally, provide administrative support for Service Desk functions.

 

Skills Required:

  • Superior written and verbal communication skills, as well as the ability to work under difficult situations under pressure.
  • Ability to be diplomatic with difficult individuals is a premium skill for this position.
  • Ability to manage multiple situations and prioritize accordingly.
  • Excellent problem diagnostic skills.
  • Ability to work under pressure to be responsive to client calls for assistance.
  • Familiarity with Microsoft desktop operating system operation and diagnostics.
  • Familiarity with Microsoft Office Suite and troubleshooting.
  • Understanding of client/server architecture and applications built on Windows infrastructure.
  • Basic knowledge of mainframe terms and environment.
  • Basic understanding of LAN/WAN technology.
  • Understanding of application security concepts and Active Directory.

 

 

Job Level Specific Duties

• Diagnoses and troubleshooting Level 2 problems encountered with personal computer hardware, software and peripherals.
• Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction.
• Coordinates user requests with external vendors according to policies and procedures.
• Handles problems that the first-tier of help desk support is unable to resolve.
• May provide guidance / training for less-experienced personnel.
• Coordinates referrals to appropriate technical, professional or service personnel for appropriate services, repairs, training or follow-up. 

Typical Years of Experience

• Typically requires 2-4 years relevant experience.

Minimum Education and Certifications

• Undergraduate degree or equivalent combination of education and work experience.

Skills

• Demonstrated ability to develop business relationships and communicate effectively with the user community. 
• Solid troubleshooting skills.
• Good understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment. 
• Applies knowledge of customer service techniques as required to address problems with PC based tools and products.

Physical Requirements/ Working Conditions

• Ability to physically perform general office requirements. 
• Must be able to perform essential responsibilities with or without reasonable accommodations.

 

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries.  Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered. We offer a full comprehensive benefits package that starts from your first day of employment.                                                                                

                     

About NTT DATA Services

 

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

 

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

 

NTT DATA, Inc. (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.

 

 

 

Company
NTT Data, Inc.
Posted
09/20/2018
Type
Full time
Location
Halifax, 07, CA