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The Service Desk Analyst role at NTT DATA is an entry-level position ideal for individuals looking to start their IT careers. The role requires fluency in both German and English, with responsibilities including managing client requests, problem-solving, and ensuring excellent customer service. A bachelor's degree in IT or related fields is preferred, along with relevant certifications. The position offers a hybrid working model and requires shift flexibility.
Job Responsibility:
Managing client requests
Problem-solving
Ensuring excellent customer service
Perform initial validation on the request by verifying contract information
Ensure the right classification and prioritization assigned to the request
Act promptly according to work instructions
Ensure the right escalation to the next resolver group
Works under supervision, supporting standard technical queries related to a single product/small set of products
Manage incoming client contacts and escalations with professionalism and proactivity
Develops an understanding of customer’s environment and service delivery requirements
Documents actions taken in resolving routine customer enquiries
Takes ownership for listening to and understanding basic customer problems
Escalates issues as necessary to deliver required service level
Acts as a team player
Takes ownership of own development
Requirements:
Bachelor's degree or equivalent in information technology, computer science, or a related field
Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications
English: Fluent (Mandatory)
German: Fluent (Mandatory)
Basic experience in a service desk or helpdesk role: providing support in multiple IT towers, including networking, collaboration, and end-user computing