Service Desk Analyst – German Speaking

Your Day At Ntt Data

This role is an entry level one (no prior IT experience required), that will accept requests from client via agreed channels. They perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience. Willing to have your first taste of a promising IT Career? This is your opportunity!

This role is a 24x7 working hours. Therefore you would need to be available to work in shifts, including nights.

We have a hybrid model that put the balance more towards the remote side, with 5 days per month in the office and the rest at your home.

Main Responsabilities:

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Cisco products, operating system, basic networking, PCs). Manage incoming client contacts and escalations with professionalism and proactivity, in order to prioritize their needs and provide unique solutions to problems.
• Business Awareness. Develops an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service. Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties).
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are 'beyond them' and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development. Takes ownership of own development and has a development plan in place.

Academic Qualifications And Certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field is a plus.
• Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus.

Language Requirements:

• English: Fluent (Mandatory).
• German: Fluent (Mandatory).

Required experience:

• Basic experience in a service desk or helpdesk role is a plus: providing support in multiple IT towers, including networking, collaboration, and end-user computing.

Hybrid Working

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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today