Make an impact with NTT DATA

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Your day at NTT DATA

The IT Desktop Support Engineer is a seasoned subject matter expert, responsible for providing a service to internal clients to ensure that the IT infrastructure and systems remain operational.

This role proactively identifies, investigates, and resolves complex technical incidents and problems and restoring service to clients by ensuring these incidents are managed to resolution.

Job Description

Key Responsibilities:

• Configuring new user accounts, profiles and new computer operating systems and applications.
• Management of incidents, service and change requests within defined processes, SLA’s and KPI’s.
• Supporting the roll-out of new Operating System, Applications, Patches and/or Upgrades.
• Working continuously on a task until completion (or referral to third parties e.g. Level 2-3 Support teams,) while prioritizing and managing open cases one at a time to ensure SLAs are met.
• Rapidly establishing a good working relationship with user’s customers and other professionals e.g., software developers to facilitate solution finding, testing of new hardware, software and devices.
• Carry out Preventive Maintenance as assigned.
• Participate in Disaster Recovery Exercise as and when required.
• Support New Systems Initiatives as and when they are rolled out.
• Remedy Change and RMS Administration.
• Provide qualitative solutions for all queries and/or complaints aimed at achieving the defined Client Quality Assurance Standards.
• Provide comprehensive reports, recommendations or any other feedback to the Team Leader or Head of Technology Support Services for incidents managed.
• Any other duties that may be assigned.

Qualifications, Skills and Experience

• Degree/Higher Diploma in Information Technology or Information Systems or Computer Sciences or Business Information Technology or Business Information Systems, Telecommunication engineering or related discipline.
• Demonstrable knowledge in Desktop User Support.
• Microsoft Certified Professional certification or similar certification and practical knowledge of its application highly desirable.
• CCNA or similar certification and practical knowledge of its application.
• Excellent Communication skills and reporting skills.
• Ability to under pressure, prioritize and meet deadline in a highly paced environment with minimal supervision.
• A team player with excellent interpersonal skills.
• Having worked in a multi-cultural environment would be an added advantage.
• 2 years Work experience in a similar field.

To thrive in this role, you need to have:

• Ability to communicate well and to capture all pertinent details when required.
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner.
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships.
• Passion for achieving or exceeding expectations.
• Excellent written and verbal communication skills.
• Ability to plan activities and projects well in advance and takes into account possible changing circumstances.
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information and refraining from interrupting
• Ability to place client at the forefront of all interactions, understanding their requirements and creating a positive client experience throughout the total client journey.
• Stays up to date with latest relevant IT technology, trends and best practices.

Required experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organization.
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business..

Workplace type: On-site Working