Service Desk Analyst - English Speaker - Remote Eligible

NTT DATA Service Desk Analyst

Make an impact with NTT DATA. Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow, belong and thrive.

Your Day At NTT DATA

The Service Desk Analyst (IOC Analyst) is a service desk resource and the first point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets, and mailbox management and handling resulting incidents or service requests. This position operates on a 24/7 shift schedule, which means you would need to be available for night shifts as well as weekends and public holidays. The role is fully remote and can be performed from any location within Spain.

Key Responsibilities

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escalate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To Thrive In This Role, You Need To Have

• Ambitious self-starter who is passionate about IT.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Nice to have: Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud...

Academic Qualifications And Certifications

• Nice to have: Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• Nice to have: ITIL v4 foundation certification
• English: Fluent (Mandatory).
• Spanish: Fluent.

Required Experience

• 1 year of demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Remote Working

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity Employer

NTT DATA 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, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.