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The Service Delivery Service Desk Analyst is the mid-level position in the Service Delivery Service Desk Management family. They operate in more complex environments and monitor the client’s network infrastructure.
The Service Delivery Service Desk Analyst is responsible for ensuring timely restoration of service for Dimension Data clients by managing requests (Incidents, Service Requests, and Events) through to successful completion.
Working at NTT
Logging
Service Delivery Service Desk Analysts are responsible for receiving, validating and logging client requests. They capture the detail of the request and provide first line support if required. Service Delivery Service Desk Analysts act on requests logged by Service Delivery Service Desk Associates and they ensure that the commitments made to client in service level agreements are met.
Tracking
The Service Delivery Service Desk Analyst tracks requests and determines current activity on it. They use this information to update task details and to provide regular updates to clients.
Escalation
These individuals analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct. They identify and escalate requests and exceptions where necessary.
Resolution
The Service Delivery Service Desk Analyst works closely with his/her colleagues to ensure the swift resolution of faults. They ensure that the user and/or client are kept updated on the progress in relation to the resolution of the fault. They interact with necessary internal stakeholders and are responsible for managing requests through to resolution within the service level agreement conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution. The target is zero missed SLA.
Produce and use reports
Service Delivery Service Desk Analysts are also responsible for producing breach and other reports that are necessary for the correct operation of our processes. They need to identify failures and short-comings in the current processes and escalate with recommendations.
Behavioural skills
The actions of the Service Delivery Service Desk Analyst influence our client satisfaction and retention and they need to be professional, detail orientated and client focussed at all times. They have excellent verbal and written communication skills and are proactive and professional individuals who maintain a high level of client satisfaction.
Skills Summary
IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication
What will make you a good fit for the role?
Proficiency in English, Cantonese and Mandarin is a must(Speaking and writing)
24 x 7 rotation shift (12hours shift)
Workplace type:
Equal Opportunity Employer
NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
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Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
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Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
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Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
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Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
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Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize...
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