What you'll be doing:
The role expects you to work on your own and as part of the greater team to deliver a successful and always improving service to our customers.
You will be responsible for:
Technical:
* Driving high levels of customer service and satisfaction.
* Providing first-class face-to-face and remote support.
* Managing Incidents and Service Requests assigned via the Service Desk toolset, ensuring SLA and KPI compliance.
* Managing EUC stock levels and providing weekly reports to senior engineers.
* Providing remote and hands-on support for end-user computing software and devices at different locations as and when required.
* Ensuring excellent verbal and written communications are applied at all times.
* Building, installing, troubleshooting, and repairing Windows 10/11 OS related issues and mobile devices (iOS).
* Assisting with all new Starters and Leaver accounts.
* Ensuring appropriate and up-to-date documentation is maintained at all times.
Administrative:
* Delivering to committed SLAs and KPIs for the service.
* Managing individual incident and request queues in the ITSM tool (ServiceNow), to ensure speedy resolution.
* Managing your own EUC Workplace requests and liaising with onsite and offshore NTT DATA colleagues, CLIENT teams, and 3rd parties in ensuring quality service delivery to CLIENT, and bringing failing requests to the attention of the Desktop Team Leaders.
* Management of resolution through third parties contracted to provide support for systems.
* Developing sound knowledge of all IT processes.
* Ensuring that all legal and legislative requirements in relation to IT are adhered to and followed.
* On an ongoing basis, identifying activities that can be performed by first-line support – documenting and handing over detailed instructions to the NTT DATA Service Desk.
* Ensuring day-to-day activities and processes are documented and uploaded on a central repository (adopted by the service) and shared with other NTT DATA colleagues.
* Maintaining and updating the knowledge base and other tools on a regular basis – detailing known issues & their work-arounds detailing common/recurring issues & resolution steps.
* Strictly adhering to NTT DATA and Client policies, processes, and guidelines – including timesheet submission, leave communication/logging, the Security Management Plan etc.
* Maintenance of records and documentation.
* Managing asset stock levels within the ITSM tool (ServiceNow).
* Goods receiving and processing of stock orders.
* Performing weekly stock reviews and helping identify any stock requirements.
Customer / User:
* Providing first-class customer service via the onsite Tech Bar to all company users.
* Managing the handling and communication between the Company user base and EUC process from the initial point of contact through to notification of resolution.
* Contributing towards Continual Service Improvement by delivering the actions of the Continual Service Improvement Plan and contributing towards the development and revision of the plan managed by the NTT DATA Service Delivery Manager.
* Understanding the applicable scope, roles, and responsibilities detailed in the contract and carrying out the outlined activities efficiently on a day-to-day basis.
* Participating in cross-training sessions across NTT DATA supported services and developing skills to enable support of other services.
* Participating in project meetings and providing operational inputs and consultancy. Ensuring operational requirements are delivered and formal hand-over is completed before projects go live.
* Highlighting any operational risks, concerns, or issues to the NTT DATA Service Delivery Manager or Team Lead as early as possible.
* Being able to travel to other local sites as and when required.
What experience you'll bring:
Joining our Modern Workplace team, you will be responsible for providing first-class customer service in alignment with developing your technical skills to work towards as many first-time fixes as possible for our client. Being proactive in nature, you will be able to feel confident and highlight to senior colleagues where improvements can be made and potential issues and their related resolutions.
Utilising the experience, you will receive through your day-to-day activities, you will look to show and develop your skills and adapt to emerging technologies used within the EUC estate.
As a people person, you’ll learn to use core customer service skills and the ability to communicate confidently to articulate issues and resolutions to all different layers of stakeholders within the clients you will be supporting.
Your attention to detail will maintain the high standards set around the documentation that is created and maintained by the team.
Wanting to progress your career will be a primary motivation for you, which NTT DATA will work with you to achieve your aspirations.
Who we are:
We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation.
We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network, and the Parent Network.
For more information on Diversity, Equity, and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA
What we'll offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: NTT DATA UK & I
We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a Disability Confident Committed Employer - we want to see every candidate performing at their best throughout the job application and interview process, if you require any reasonable adjustments during the recruitment process, please let us know and we look forward to hearing from you.
#J-18808-Ljbffr