Service Desk Analyst

hace 1 semana

Barcelona, España NTT Ltd A tiempo completo

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

We are looking for new members to join our Service Desk team.

Do you thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail? You share your knowledge and communicate effectively with your colleagues (either in-person or via online collaboration tools), always working towards the success of the team as a whole?

**Working at NTT**

**Key Duties**
- Accurately log all incoming calls to the service desk
- Ensure that information is accurately recorded in the service management tool
- Ensure that incidents are assigned to the correct resolver team
- Co-ordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users
- Provide basic remote assistance and training to end-users as required
- Contribute to the knowledge base
- Plan and prioritize work to ensure that deadlines and targets are met
- Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Conform to organizational quality standards

This is not a full definition of the role but covers the main aspects and drivers for success.

**What will make you a good fit for the role?**

**Essential**
- Fluent French** **+ English
- Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting.
- Solid analytical, critical and creative problem solving skills.
- Excellent communication skills (verbal and written) and telephone manner
- Attention to detail and ability to follow and memorize procedures
- Ability to make progress with mínimal supervision
- Ability to work consistently in a dynamic and sometimes high pressure environment
- Team Player

**Desirable**
- At least 1 year of experience in a Service Desk role or similar qualification
- ServiceNow knowledge or experience with other ticketing tools

**Schedule**
- Monday-Friday, business hours
- Requires work on some Spanish bank holidays

**Equal opportunity employer**

NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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