Req ID: 233032

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Advanced Helpdesk Agent to join our team in St. Paul, Minnesota (US-MN), United States (US).

The Helpdesk Agent is responsible to receive a live call from the L1 service desk and perform diagnostics, resolve incidents/requests, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk.

Candidates must be local to St. Paul, MN to commute into the office several times per week.

Role Responsibilities

• Resolution Team Associate is responsible to receive a live call from the L1 service desk and perform diagnostics, resolve incidents/requests , and implement corrective actions
• when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the RRT will be routed to the Desk-side support team for resolution or as per the KBA defined (for outside the scope of Desk-side)
• Resolve Incidents and requests associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and requests associated with failure or degradation of Services related to End User Devices and End User Software.
• Route / reassign calls to other levels of support, as required if miss-assignment occurs Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests.
• Triage between Resolver groups and End user and work towards ticket resolution.
• Update the ITSM Tool fields upon successful resolution of the Incident.
• Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End User’s system is accessible
• Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
• Support creation and maintenance of Knowledge base management system
  

Basic Qualifications

• 1 + years of experience in a technical (Level 1) support role
  

Additional Requirements

• Working Knowledge of Operating Systems such as Windows 7 & 10
• Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
• Working knowledge of MS Office suite & Skype for business
• Strong customer service focus
• Strong knowledge of entire support ecosystem
• Heavy critical thinking for focused accurate escalation
• Strong communication skills
• Organizational and technology understanding
  

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.