Help desk analyst - Casablanca

Help desk analyst

09/11/2019 Casablanca


At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
Req ID: 63170
Grade 6: Helpdesk Analyst
Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation
Maintains expert knowledge of service offerings along with future industry products and technologies
Develops and maintains positive relationships with internal teams
Owns and pro-actively drives business projects
Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
Co-ordinates and manages holiday, absence and other team records
Completes timely and meaningful performance reviews and development plans for direct reports
Maximizing the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation.
Ensuring that the incident response follows SLA
Requirements :
2-3 years of experience in Service Desk.
Good Communication Skills.
Rotational Shift.
Good Technical Troubleshooting skills.
Good Knowledge over Excel and ITIL
This is a full-time salaried position with a group company within NTT DATA. Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities. We offer a full comprehensive benefits package that starts from your first day of employment.