Service Desk Analyst 24/7

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?**

The Service Desk Analyst (SDA) combines a clear commitment to customer satisfaction with a knowledge of various technical skills. The SDA is a mid-level position in the Service Desk family. They operate in more complex environments.

The primary responsibility of the Service Desk Analyst is to ensure timely restoration of service by managing requests (Incidents, Service Requests, Events and Problems) through to successful completion.

The role will include ticket management, standard change management and request fulfilment.- Operate, maintain, and improve customer services
- Provide accurate and timely diagnosis and rectification of incidents.
- Resolve or escalate problems and service requests according to established procedures
- Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
- Provide direct support in the day-to-day operations of firewalls, load balancers, server hardware, operating systems, networking and storage.
- Following training, demonstrate clear skills with NTT employed technologies.
- Raise, update, and close calls on service desk call management system
- Escalate to other internal and external support partners
- Conform to organisational quality standards.

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

**Schedule**:
Monday-Sunday, 24x7 shift rotation (12 hour shifts)

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

**Essential**:
- Excellent communication skills and telephone manner
- Ability to follow procedures and attention to detail
- Able to make progress with mínimal supervision
- Ability to work consistently in a dynamic and sometimes high-pressure environment
- Familiar with virtualization environments.
- Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting.
- Solid analytical, critical and creative problem-solving skills for multi-tenant solutions.
- Fluent English
- OS administration experience
- Network experience

**Desirable**:

- Microsoft Windows Server technologies
- Networking knowledge at Cisco CCT level or above
- Knowledge in FortiGate (NS4 desirable) an/or other firewall technologies
- Exposure to IBM server, VMware, and NetApp product ranges
- Linux basic knowledge and troubleshooting sills
- Additional language such as German, French, Spanish, Italian, Polish, Finnish, Russian
- Experience in working in a service desk environment
- Good programming language skills

**Education**:

- Degree in relevant technical discipline or relevant industry experience.

**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.