SCA Helpdesk II

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grown with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are current seeking a Helpdesk Associate II to joing our team in Nashville, Tennessee, USA

At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here.

NTT DATA, Inc. currently seeks a Helpdesk Senior Associate to join our team in Nashville, TN.

Overview

- Providing ongoing processing in incidents, problems and service requests generated by users

- Meet and maintain SLAs

- Ensure quality assurance and continual improvements

- Responding to and diagnosing problems through discussion with users

- Ensuring a timely process through which problems are resolved, including problem recognition, research, isolation, resolution, and follow-up steps

- Providing support to end users on a variety of issues

- Responding to telephone calls, email and personnel requests for technical support

- Documenting, tracking, and monitoring problems to ensure a timely resolution

- Interacting with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem

- Simulating or recreating user problems to resolve operating difficulties

- Recommending systems modifications to reduce user problems

Must Have

- 1 year of experience supporting a high-volume call center/service desk

- 1 year of experience providing high-level customer service over the phone

- 1 year of experience in an IT environment

- Microsoft Certified exam qualifying as a Microsoft Office Specialist (MOS) for Office 2007 or later

- HDI-SCA

- A+

- ITILv4

Nice to Have Skills

-Proficiency in Remedy ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and BlackBerry Enterprise Server

- Excellent verbal and written communication skills

- Strong customer service attitude

Education

High School Diploma

This is a 24/7 environment and must be able to work 1st, 2nd or 3rd shift.

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role is $38k to $50k. Actual compensation will depend on a number of factors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.

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 considers all applicants without regarding to race, color, religion, citzenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, verteran or marital status, or any other characteristic protected by law. We are committed to creating a welcoming work place.

Candidates for this position will be required to adhere to NTT DATA's and its clients' COVID-19 health and safety protocols. NTT DATA is committed to complying with the Safer Federal Workforce Task Force COVID-19 Workplace Safety Guidance for Federal Contractors and Subcontractors to the extent it is enforced by the federal government or any of its clients. If this position becomes subject to a COVID-19 vaccination mandate based on applicable law or client requirement, candidates will be required to become fully vaccinated as defined by NTT DATA or be approved for an exemption in accordance with applicable law.

In compliance with the Colorado Equal Pay Transparency Rules, NTT DATA provides a reasonable range of compensation for roles that may be hired in Colorado. For a candidate in the state of Colorado only, the starting pay range for this role is $35k ti $50k. Actual compensation will depend on a number offactors, including actual work location, relevant experience (internal or external), technical skills, and other qualifications.