Service Desk Assistant
Managed Services – About Us
Over the last 15 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 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 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.
Position Description:
The Service Desk Assistant/Office Administrator’s primary responsibilities are:
* 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.
* General office administration.
Responsibilities:
A. Service Desk
* Monitor solution manager ticketing system for new/assigned tickets during core business hours.
* Acknowledge all tickets according to Service Level Agreements.
* Ensure tickets are categorised and prioritised correctly.
* For priority 1 tickets, follow communication procedures.
* Review tickets to ensure appropriate data is contained to allow the Application Consultants to progress the incident.
* Assign tickets to the appropriate support queues.
* Testing of new functionality within the ticketing system.
* Administrative tasks within the SAP Portal.
B. General Office Administration
* Including but not limited to:
o Managing cleansing contract.
o Ordering supplies.
o Liaising with landlords.
o Office access.
o Event organizing.
o Health & safety checks.
C. Reporting
* Run management and customer reports per schedules.
* Complete proactive weekly checks on maintenance ticket status and action accordingly.
D. Customer Account Management
* Cultivate professional relationships with clients.
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 expectations.
* Smooth running of office activities.
Contacts:
A. Internal Integration
* Maintenance Team.
* SAP Field Consultants.
B. External Alignment
Knowledge:
* NTTD Guiding Principles.
* NTTD Customer Base.
* NTTD offerings and solutions.
Skills:
* Problem Solving.
* End User Support.
* Relationship Building.
Attributes:
* Results Oriented.
* Customer Focused.
* Solution Oriented.
* Business Judgment.
Experience:
* Experience of call logging systems.
* Minimum 1 year SAP user experience advantageous.
Education:
* Intermediate Level or equivalent.
Reporting:
* Position reports to Support Services Manager.
Schedule:
* Position is full-time.
Location / Travel:
* Position works from Glasgow Support Office, UK.
Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2024 SAP Pinnacle Awards and the Top Employer Award 2024, 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:
* Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements.
* Generous Holiday Allowance: Benefit from 25 days of paid holiday annually.
* "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year.
* Financial Security: Rest assured with our Group Life Assurance offering.
* Pension Scheme: Secure your future with our employer pension contribution.
* Income Protection: Gain peace of mind with our Group Income Protection plan.
* Health and Well-being: Prioritise your health with our comprehensive Private Medical Insurance plan.
* Technology and Tools: Receive essential tools for success.
* Wellness Initiatives: Take advantage of our cycle to work scheme.
* Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme.
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