Service Desk Analyst

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.

**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.

**Additional Job Description**

**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

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

As a part of your total compensation, NTT Managed Services provides a comprehensive, competitive benefit package. The benefit plans address both the immediate and long term needs that you may have. Here is a sample of what we have to offer for full-time permanent employees.

NTT believes that good employees should benefit not only from competitive salaries, but also from other advantages to improve their financial situation. Therefore, we reward our employees with:

- Annual Bonus and Salary review program according to company and individual performance.
- Personal and individual career plan.
- Pension plan based on 5% of salary after one year of seniority.
- Opportunity to reduce up to 30% of the income tax with a flexible remuneration plan (Transport, Food and Nursing).
- Referral program with economic compensation. Inspiring Benefits club.

NTT values the human side of its employees and supports their work-life balance:

- Fully remote working option, with financial support to have home office. Flexible working hours. Intensive shift: two days early per month.
- December 24 and 31 off, according to business and team guidance.
- Loved ones programme.

NTT, is a company committed to the health, both physical and mental, of its employees:

- Premium private medical insurance (CIGNA) and Dental Cover.
- Reimbursements for gyms (36.30 euros). Sports activities for employees. Well-bot, to promote healthy living at work and beyond.

NTT encourages the career development of its employees. We not only expect them to grow, but we also give them all the support they need:

- Paid certifications and courses. Open LinkedIn Learning, Percipio, Pink Elephant, in-house and proprietary courses, and other

vendor resources.
- Study leave programme: 80 hours available per year. English classes, if required, per role. Participation in events

NTT stimulates a good work atmosphere:

- Global and challenging environment, with growing opportunities. Diversity and inclusion.
- Volunteer days (3 per year)
- Great place to work certification. Good office location with facilities such as coffee and snacks and lot parking for riders.
- Healthy breakfa