Service Desk Analyst
Technical Support, West Midlands
Service Desk Analyst
Technical Support, West Midlands

Role Title:

Service Desk Analyst

You will be joining this rapidly growing service line responsible for all Managed Service contracts to all of our customer across all sectors. We cover Service Operations and service desk, AMO, Cloud technology, End User Compute and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, cloud, service desk, EUC tools and technologies.  

We are passionate about delivery and live the NTT DATA values in parallel with a healthy work / life balance and a great team spirit.

About you:

As a Service Desk Analyst, you will join our established 24*7*365 Service Desk team based
in Solihull, West Midlands and will be supporting various Public and Private sector clients.

You will have previous experience in a similar shift pattern based role (including nights,
weekends and public holidays), be passionate about customer service and will have
experience in ITIL environments.

Due to this role supporting clients within the Public sector, you will either currently hold, or will
be willing and eligible to be put through the process of, SC level security clearance.

What to expect:

This role will report directly to the Service Desk Manager and will sit within an 11 week rolling rota system.

Your typical responsibilities will include:

  • Providing excellent customer service with 1st line support via telephone, email and tickets submitted via web portal
  • Resolving 75%+ of all incidents first line
  • End to end management of all incidents, as well as assisting with management of major incidents
  • End to end management of all service requests and interfacing and managing tickets with third party support groups
  • Providing “How To” guidance
  • Coordinating client site visits for support groups

What's important?:

The focus on Clients, Teamwork and Foresight is in our DNA and we are looking for someone who shares and embodies these core values, leading by example.

We don't look for finished articles. We look for people who want to continue their career growth alongside NTT DATA 's.

To support your hard work and dedication, we will offer you the following:

  • A people focused business
  • Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
  • A varied client base
  • …And much more!

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Service Line Manager

Stuart Reardon
Managed Services Operations Director

I am the Operations Director for NTTDATA managed services responsible for ensuring the smooth internal running of the service line. This spans everything people and process as well as commercial, financial and governance. I am a qualified engineer, and experienced programme manager with an SAP technology background that moved into this role in 2016. This shows the opportunity NTTDATA enables should anyone join our business.

Location
Birmingham Business Park

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Simon Williams, CEO, NTT DATA UK

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