Analyst

• Provide Support for NTT Data customers via telephone, email and online tickets
• Accurately log all incoming calls to the service desk
• Ensure that information is accurately recorded in the service management tool
• Ensure that incidents are assigned to the correct resolver team
• Co-ordinate with relevant teams to ensure that service outages are correctly communicated to the business or affected users
• Provide basic remote assistance and training to end-users as required
• Contribute to the knowledge base
• Plan and prioritize work to ensure that deadlines and targets are met
• Develop and maintain knowledge and skills and keep up-to-date with new processes, procedures and developments
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of customer satisfaction
• Conform to organizational quality standards

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