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SCA Helpdesk II

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

Job Description:


  • 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

Basic Qualifications:

  • 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

Nice to Have Skills

  • 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.


Nearest Major Market: Nashville

Job Segment:
Developer, Application Developer, Sharepoint, Quality Assurance, Technical Support, Technology

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

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