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.
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.