Helpdesk senior associate - Casablanca

Helpdesk senior associate

10/06/2019 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: 49938
Provide first-level support
Use troubleshooting techniques and tools to identify technical defects/issues
Assign incidents in line with documented guidelines and procedures
Actively support the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
Clearly and concisely log and track details of solutions provided to resolve customer issue (logs all ACD calls, emails and call-backs) maintaining and updating customer database
Consistently perform to set targets
Escalate problems in line with documented procedures, as appropriate
Maintain comprehensive knowledge of service offerings along with future industry products and technologies
Attend required technical training sessions and make effective use of assigned lab time
Comply with schedule adherence to ensure overall service level targets are achieved
Identify and provide input on unique or recurring customer problems
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.