Service Desk Analyst - German Speaker

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

Want to be a part of our team?

We are looking for new members to join our Service Desk team.

Being the Single Point of Contact for all users who require assistance with technologies applied by NTT Data customers, such as PC hardware, applications (from OS to industry-specific or proprietary software), mobile devices (iOS, Android), as well as critical NTT Data managed IT infrastructure (Windows/Linux Servers, Storage, Network & Security…), the ideal candidate knows how to effectively evaluate, categorize, resolve or assign any customer inquiry or incident, applying their knowledge and following standard operating procedures.

Are you tech-savvy, with the ability to convey and articulate technical concepts and procedures to any customer type (IT Admin, Engineer, end user, VIP), in a way that they understand?

Do you thrive when confronted with IT problems that require logical troubleshooting and are able to follow functional procedures to detail? You share your knowledge and communicate effectively with your colleagues (either in-person or via online collaboration tools), always working towards the success of the team as a whole?



If you can identify yourself with the above description, then we're really looking forward to receiving your application to join our team at NTT Data.

What you'll be doing

Working at NTT

Key Responsibilities:

• Provide Support for NTT Data customers via telephone, email and online tickets

• Accurately log all incoming calls to the service desk

• Ensure that information is accurately recorded in the service management tool

• Ensure that incidents are assigned to the correct resolver team

• Co-ordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users

• Provide basic remote assistance and training to end-users as required

• Contribute to the knowledge base

• Plan and prioritize work to ensure that deadlines and targets are met

• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments

• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction

• Conform to organizational quality standards

This is not a full definition of the role but covers the main aspects and drivers for success

What will make you a good fit for the role?

Essential

• Fluent German + English  (additional languages such as Russian / French / Italian / Finnish / Polish are a plus! )

• IT Background with knowledge about most common operating systems, applications and technologies.

• Strong understanding of Internet based technologies and technical concepts, necessary for troubleshooting.

• Solid analytical, critical and creative problem solving skills.

• Excellent communication skills (verbal and written) and telephone manner

• Attention to detail and ability to follow and memorize procedures

• Ability to make progress with minimal supervision

• Ability to work consistently in a dynamic and sometimes high pressure environment

• Team Player

Desirable

• At least 1 year of experience in a Service Desk role or similar qualification

• ServiceNow knowledge or experience with other ticketing tools

Schedule

• Monday-Friday, business hours.

• Requires work on some Spanish bank holidays.

• Available to work on-call shift approx. one week per month ( includes the weekend, paid extra).

Workplace type:

Remote Working

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.