Senior Associate Specialist: IT Service Desk at NTT Ltd.

Key Roles and Responsibilities:

• Respond to user inquiries, assess problems and issues with IT equipment and applications.
• Receive, validate, and log client requests and provide first and second level support for workstations, applications, mobile devices, communications, network infrastructure and related technology.
• Assists with the problem management process by collating problem information and verifying client entitlements prior to creating a recording of a problem classification or category.
• Assist with the writing of training manuals and updating known error documents.
• Develop good relationships with key stakeholders, internally and externally.
• Run diagnostic programs to resolve problems.
• Fields support calls, chat, email, tickets, and/or other communication from users with inquiries regarding software programming, connectivity, printing, and similar concerns.
• Tracks requests and determines current activity on it.
• Analyse and interpret the requests to ensure that the classification, prioritisation, and escalation of the requests are correct.
• Responsible for managing requests through to resolution within the required standards and conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution.
• Keep up to date on developments in the technology environment.
• Run reports to determine malfunctions that continue to occur.

Knowledge, Skills and Attributes:

• Knowledge of service desk procedures and related trouble-shooting protocols
• Ability to work in a team to provide optimal service and support to employees.
• Be a self-starter that takes initiative, bringing both interpersonal skills and creative problem-solving skills along with great attention to detail.
• Client service orientation
• Communicates clearly and effectively, maintains confidentiality, and interacts with employees professionally.

Academic Qualifications and Certifications:

• Relevant information technology or related qualifications.
• ITIL
• Any other relevant certifications
• Additional Job Description
• Standard career level descriptor for job level:
• Develops professional experience
• Applies policy and procedures to solve variety of issues
• Problems are moderate in nature
• Build productive internal and external working relationships
• Receives general instructions on routine work
• Receives detailed instructions on new work.

Required Experience:

• Service desk experience
• Some experience managing Active Directory users and groups
• Some experience managing and troubleshooting Active Directory workstations, such as joining a domain, network logon issues, or applying GPOs
• Experience troubleshooting Windows 11
• Experience with basic networking concepts, such as IPv4, DHCP, and DNS
• Experience managing Office 365.
• Experience using 4Me ITSM tool.
• Experience working with stakeholders across a variety of levels internally and externally.