Service Desk Analyst - Out of Hours
Technical Support, West Midlands
Service Desk Analyst - Out of Hours
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:

This role will report directly to the Service Desk Manager and will be part of a 4 days on, 4 days off rota with the shift timing starting from 7pm until 7am or 7am until 7pm on weekends.

Your typical responsibilities will include:

  • Providing excellent customer service with 1st line support via telephone, email and tickets submitted via web portal
  • Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis
  • Prioritising Incidents and Requests as per the agreed Service Level Agreements
  • Ability to work autonomously and use initiative to handle difficult situations
  • Ability to multi-task, working on multiple Incidents or Requests in unison
  • Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)
  • Functionally escalating Incidents and Requests, to respective resolver teams
  • Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
  • Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
  • Documenting details and steps taken to resolve an Incident or Request
  • Proactively suggesting knowledgebase articles for consideration of publication
  • Provide confirmation of Incident Priority Level assigned as per the priority matrix agreed with Customer.
  • Where a Call has been referred to a third party in accordance with agreed process, the Service Desk will confirm that necessary information has been provided against the agreed knowledge article;
  • Provide Users details of known errors and workarounds (where available)
  • Resolve Incidents at First Line
  • Escalate any complaints from users to the Team Lead and Service Management team per documented and agreed escalation process
  • End to end ownership of tickets
  • Service Request fulfilment
  • Providing “How To” guidance
  • Completing user administration tasks such as processing Joiners/Movers/Leavers.
  • Server patching
  • Monitoring automated alerts and engaging the correct teams in the event of high priority tickets and events
  • Escalating and owning Priority 1 Incidents until handed off to a Major Incident Manager

What you'll need:

As an Out of Hours Service Desk Analyst, you will join our established Service Desk team and will be supporting various Public and Private sector clients.

You should have:

  • Be passionate about customer service and can demonstrate Client First ethos
  • Previous experience of working in a similar shift pattern-based role (including nights, weekends, and public holidays)
  • Have experience with utilising ITSM tools (such as but not limited to Service Now, JIRA, Remedy)
  • Ability to follow work instructions and demonstrate attention to detail when logging an incident, triaging, and escalating priority 1 incidents out of core hours
  • Experience of working in a ITIL environment

...and finally:

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.

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

Safina Begum
Head of Service Desk and Support

Experienced Head Of Service Operations with a demonstrated history of working in the information technology and services industry. Skilled in BMC Remedy, Troubleshooting, Solution Architecture, Service Delivery, and Customer Service.

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.”

Fernando Apezteguia, CEO, NTT DATA UK

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