Service Desk Agent
NTT DATA Services
Burnaby, BC, CA
3d ago

Req ID : 98318

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 Service Desk Agent to join our team in Burnaby, British Columbia (CA-BC), Canada (CA). *This is a 30 day term role with a possibility of an extension.

The Service Desk Agent provides first tier problem diagnosis and response to calls from a variety of clients. The position, reporting to the Service Desk Supervisor, functions in a high volume environment with diverse and high impact problems.

Service Desk services are delivered 24 X 7. The position is responsible for meeting contractual service level requirements and service level objectives.

ACCOUNTABILITIES :

  • Identifies, analyzes, documents, obtains details, and resolves technical and non technical problems from clients via phone, email, and automated tickets.
  • Uses a systematic problem solving process to diagnose problems and resolve.
  • Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.
  • Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution.
  • Consistently produces high quality incident and call tickets.
  • Assigns appropriately to other support groups incidents that cannot be resolved at the service desk.
  • Authors and reviews technical documentation for knowledge base.
  • Acts as a subject matter expert or focal point for specific service areas.
  • Keeps Manager informed of high priority issues and problems.
  • Depending upon operational requirements, assists other units including :
  • capturing and recording asset and peripheral data; updating the configuration management database;
  • scheduling of IMAC's within contract Service Levels; tracking and monitoring IMAC activity;
  • creating, modifying and deleting IDs, adhering to specified approval processes; creating and deleting email accounts, addresses and calendars.
  • Basic Qualifications :

  • Candidates must be already based in British Columbia but able to work 100% remotely
  • Minimum 3 years as a Support Specialist
  • Minimum 3 years of Desktop Administration
  • Minimum 3 years of Service Desk Application support
  • Must work 8am-4 : 30pm shift from Monday to Friday with 1 hour lunch
  • 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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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