Application Support Consultant
Technical Support, West Midlands
Application Support Consultant
Technical Support, West Midlands

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

To provide exceptional standards of support to all customers and support a variety of products, services and Platforms.

The effective day-to-day management and resolution of incidents raised by customers, under Service Level Agreements, documented processes and procedures; and provision of technical expertise on assigned project/support activity. 

Service Coordinator will be responsible for the management, coordination and reporting of the Patching function on behalf of NTT DATA to its clients.

This is a great opportunity for someone that is looking to develop a career in CRM support and Azure support as training and a career development plan will be provided.   

• To provide day-to-day Application support for external based customers. 

• As the primary point of contact for customers, you are responsible for facilitating patching within the customer requested timeframes, and to achieve the highest possible customer satisfaction.

• Provide Support via telephone, e-mail and webchat

• End-to-end management of Incidents, Problems, Service Requests and Changes.

• Resolving 85%+ of all incidents and requests at first contact

• Experience working with or exposer in Microsoft Dynamics 365

• Experience working with or exposer in Microsoft Azure

• Experience working with or exposer in Microsoft M365

• Experience working with or exposer in Microsoft Power Platform

• Experience working with or exposer in Programming Langague e.g Java scripting or C#

• Experience working with or exposer in Data Integration e.g Azure Data Factory

• Experience working with or exposer in ServiceNow

• To take responsibility for prioritizing support tickets based on business impact and urgency. 

• Ensure that the Application Support service is provided within SLA's and KPI's. 

• Identify faults and follow the Problem management process to resolve faults. 

• Liaise with the Resolver Groups/Teams to ensure issues are resolved. 

• Ensure that documented procedures and processes are understood and followed

• Follow escalation procedures effectively for any incidents that cannot be managed and resolved or risk breach to SLA

• Implement workarounds to resolve incidents at source

• Apply escalation procedures to line management effectively for any incidents that cannot be managed and resolved

• Diagnoses and troubleshooting Level 1 problems encountered with D365.

• Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction.

• Coordinates user requests with external vendors according to policies and procedures.

• Own and champion nominated processes and procedures

• Develop and maintain knowledge and skills ensuring you keep up-to-date with new processes & procedures

• Plan and priorities work to ensure that deadlines and targets are met

• Contribute to the knowledge base

• Own and champion nominated processes and procedures

• Develop and maintain knowledge and skills ensuring you keep up-to-date with new processes & procedures

• Plan and priorities work to ensure that deadlines and targets are met

What you'll need:

  • Demonstrated ability to develop business relationships and communicate effectively with the customers.
  • Solid troubleshooting skills.
  • Excellent communication skills.
  • Good understanding of the fundamentals of Microsoft CRM, Microsoft Azure and Microsoft Power Platform. 
  • Applies knowledge of customer service techniques as required to address customer problems.

...and finally:

Our team believes in hard work. We celebrate each other's success and are always honest with each other to ensure we grow together. We aim to build a strong professional community where each individual can mentor others and be mentored, and can grow professionally through training and support to reach their career goals. Our focus on clients, teamwork and foresight forms our DNA and we are looking for someone who shares and embodies these core values, leading by example.

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

  • 25 days of holidays, with the possibility to buy or sell 5 days within your first month
  • A MacBook or laptop
  • The opportunity, as we grow, to experiment within new industries and technologies in both Private and Public Sectors, including Insurance, Automotive, Financial, Government and more.
  • An online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills
  • Support for training and upskilling
  • Industry leading employer pension contributions

…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

NTT DATA
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