Helpdesk Associate at NTT Group

NTT Group

Title: Helpdesk Associate – Remote

  • Location: Nashville, TN, US or Remote, US
  • Req ID: 108554

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 Helpdesk Associate – Remote to join our team in Nashville, Tennessee (US-TN), United States (US).

As a Technical Support Associate, you will provide basic technical support to the client’s desktops & laptops via the phone, email and remote tools. Those issues that you are unable to resolve will be escalated to other internal employees such as desktop support, network & server support, as well as messaging support groups. The support that we offer our clients is 24 hours, 7 days a week. Therefore night and weekend work may be required.

This position can be performed from a remote home office. The hours for this position will be Eastern Time Zone.

Role Responsibilities

  • Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals
  • Answers the help desk line and responds to users’ requests regarding computer systems
  • Acknowledges receipt of all user requests within defined service levels
  • Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information
  • Maintains user information and documentation
  • Participates in ensuring that client requests via the ticketing system are managed to closure
  • Delivers results in support of achieving the organization’s Service Level Agreements
  • Prioritizes work based on time and complexity requirements
  • Exercises sensitivity to due process and proper pacing
  • Routes clients when appropriate to proper support queues
  • May identify opportunities for process improvements that contribute to the achievement of business metric goals
  • Solves problems consistently and completely with minimum supervision
  • Partners with employees to obtain resolution to complex technical issues
  • Performs quality audits

Basic Qualifications

  • 1+ year in customer service role

Additional Preferred Skills

  • Call Center Experience
  • Technical Support Experience
  • The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shift
  • Fantastic communication skills and current customer service experience is necessary
  • Exposure to troubleshooting Windows (Windows XP, Windows Vista and Windows 7) Exchange and basic network troubleshooting
  • Previous experience troubleshooting desktop, printer and notebook issues
  • High speed internet

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.

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