Back to Job SearchThe team you'll be working with:
You will be joining this rapidly growing service line responsible for all EUC to the three major hospitals across Leicester. 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.
What you'll be doing:
This role is responsible for providing on-site desk-side operational support for our client in Leicester. The primary focus will be managing desktop devices across multiple sites, supporting both standard and VI configurations. Additionally, the role will involve handling incidents, problems, requests, and changes in accordance with ITIL best practices, ensuring that SLAs are consistently met.
You will be responsible for:
- Addressing user tickets regarding hardware, software and any Workplace related issues or incidents (Hardware & Software)
- Work with end-users and assist or provide training on usage of the IT systems
- Prioritise and schedule work as required by the client / end-user
- Guide users with simple, easy to understand information
- Troubleshooting techniques to diagnose EUC issues
- Provide remote support and troubleshooting
- Analytical approach to find alternative pathways until you resolve an issue
- Work efficiently and smart using the extended teams
- Record technical issues and solutions as knowledge articles
- Help to create and improve technical documentation and manuals
- Direct unresolved issues to the next level of support
- Bespoke configuration of machines as and when required
- Follow the disposal process to securely and safely remove old and legacy equipment
- Timely and clear communications with end-users
- Maintain and update the knowledge base and other tools regularly
- Outline known issues and their workarounds, with a focus on common or recurring problems
- Responsible to ensure accuracy of the data entered and held on the CMDB
- Identify process improvements and submit via CSI process
- Providing support to all sites across the Trust where business needs require
- Provide proactive support across all sites, driven by service improvement initiatives
- Strictly adhere to NTT DATA and MBP policies, processes and guidelines including timesheet submission, leave communication/logging, the Security Management Plan
What experience you'll bring:
You will have a good working knowledge of Windows and iOS devices and supporting environments, M365, Ticket management. You will also be comfortable with hands on physical work within the wider office to support the extended team.
You will have experience of working in a Service Desk / Desktop environment, and have excellent customer skills as well as VIP knowledge.
Be capable of managing your work time, be able to resolve queries following logical analysis, work as part of a team, have a ‘can-do’ attitude and complete calls / tasks by agreed deadlines.
The successful candidate will need an understanding of ITIL methodology, excellent administration and communication skills.
You will be a customer champion within NTT DATA.
Who we are:
We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.
Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.
For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA
what we'll offer you:
We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.
You can find more information about NTT DATA UK & Ireland here: NTT DATA UK & I
Service Line Manager
As the Head of our Managed Services Practice for UK&I, I am responsible for the delivery of our full range of Managed Services covering; Service Desk, Digital Workplace, Cloud/Infra, Applications and Data Platforms. My Team and I are also responsible for continually developing our capabilities, services and market offerings which are delivered through a blend of on/near/offshore delivery locations.
Location
“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
