Service Desk Assistant
Managed Services – About Us
Over the last years, we have grown steadily in Managed Services and we are expanding our teams due to our ongoing success. We have a range of businesses, including multinationals and very large household names in our portfolio, across many industries and countries. We have a large number of consultants, UK wide, who provide support across all SAP areas as their primary job function. We take care of our customers’ solutions from A to Z, transforming trust, into value. From analysing and optimising customer processes, to implementing tailored solutions to suit their needs, to service and maintenance of their SAP system landscape. We work collaboratively with our own teams, the project delivery teams and our customers to ensure long term support excellence and vision. Please apply to join a thriving team of creative consultants who are friendly, knowledgeable, highly skilled and love the variety of work within Managed Services.
1.
P osition Description:
The Service Desk Assistant_Office Administrator’s primary responsibilities are
1. Manage the acknowledgement and assignment of tickets in the NTT Data Business Solutions ticketing tool ensuring at all times that published Service Level Agreements (incidents only) are adhered to. The Service Desk Assistant must ensure high customer satisfaction is delivered to both NTT Data Business Solutions internal and external customers.
2. General office administration
2. Responsibilities:
A. Service Desk
3. Monitor solution manager ticketing system for new / assigned tickets during core business hours
4. Acknowledge all tickets according to Service Level Agreements
5. Ensure tickets are categorised and prioritised correctly
6. For priority 1 tickets, follow communication procedures
7. Review tickets to ensure appropriate data is contained to allow the Application Consultants to progress the incident.
8. Assign tickets to the appropriate support queues
9. Resolve appropriate level 1 tickets
10. Testing of new functionality within the ticketing system
11. Administrative tasks within the SAP Portal
B. General Office Administration
12. Including but not limited to: Managing cleansing contract Ordering supplies Liaising with landlords Office access Event organizing Health & safety checks
C. Reporting
· Run management and customer reports per schedules
D Due Diligence
· Complete proactive weekly checks on maintenance ticket status and action accordingly
E. Customer Account Management
· Cultivate professional relationships with clients
3. Measures:
A. Customer Satisfaction
· Meet or exceed targets
B. Personal Development
· Completion of development objectives as defined in annual performance review
C. Administrative Duties
· Meet or exceed expectation
· Smooth running of office activities
4. Contacts:
A. Internal Integration
· Maintenance Team
· Application Support Team
· SAP Field Consultants
· Commercial Team
· Account Management Team
B. External Alignment
· Customers
· SAP
· Vendors
5. Knowledge:
· SAP user experience
· NTTD Company
· NTTD Guiding Principles
· NTTD Customer Base
· NTTD offerings and solutions
6. Skills:
· Organisation
· Communication
· Problem Solving
· End User Support
· Expectation Setting
· Relationship Building
7. Attributes:
· Professional
· Results Oriented
· Customer Focused
· Solution Oriented
· Business Judgment
· Persuasive / Motivation
· Collaborative
· Influence
· Integrity
8. Experience:
· Experience of call logging systems
· Minimum 1 year SAP user experience advantageous
9. Education:
· Intermediate Level or equivalent
. Reporting:
· Position reports to Support Services Manager
· Position has no direct reports
. Schedule:
· Position is full-time
. Location / Travel
· Position works from Glasgow Support Office, UK
Benefits:
Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 4 SAP® Pinnacle Awards and the Top Employer Award 4, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.
We offer a range of benefits designed to support your well-being, career growth, and work-life balance:
13. Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
14. Generous Holiday Allowance: Benefit from days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
15. "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
16. Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
17. Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
18. Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
19. Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan. This coverage extends to you, with favourable rates available for family members at the L3 level and above. Additional benefits provided include: /7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
20. Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
21. Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
22. Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.