SCA Helpdesk II

Company: NTT DATA
Location: Nashville
Posted on: July 22, 2021

Job Description:

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

• 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

• Proficiency in Remedy ticketing system, Windows 7, Microsoft Office 2010-2013, SharePoint, GoTo Assist, Active Directory, and BlackBerry Enterprise Server
• HDI certification
• Excellent verbal and written communication skills
• Strong customer service attitude
• High School Diploma
• This is a 24/7 environment and must be able to work 1st, 2nd or 3rd shift.

Keywords: NTT DATA, Nashville , SCA Helpdesk II, Other , Nashville, Tennessee