Req ID: 103502

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Helpdesk Associate - Remote to join our team in Nashville, Tennessee (US-TN), United States (US).

As a Technical Support Associate, you will provide basic technical support to the client's desktops & laptops via the phone, email and remote tools. Those issues that you are unable to resolve will be escalated to other internal employees such as desktop support, network & server support, as well as messaging support groups. The support that we offer our clients is 24 hours, 7 days a week. Therefore night and weekend work may be required.

This position can be accomplished from a virtual/home office and supports a client in the Eastern Time Zone.

Role Responsibilities

Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals
Answers the help desk line and responds to users’ requests regarding computer systems
Acknowledges receipt of all user requests within defined service levels
Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information
Maintains user information and documentation
Participates in ensuring that client requests via the ticketing system are managed to closure
Delivers results in support of achieving the organization’s Service Level Agreements
Prioritizes work based on time and complexity requirements
Exercises sensitivity to due process and proper pacing
Routes clients when appropriate to proper support queues
May identify opportunities for process improvements that contribute to the achievement of business metric goals
Solves problems consistently and completely with minimum supervision
Partners with employees to obtain resolution to complex technical issues
Performs quality audits

Basic Qualifications

1+ year in customer service role

Additional Preferred Skills

Call Center Experience
Technical Support Experience
The ability to work in a team environment and commit to a flexible work schedule, preferably the ability to accommodate a daytime, evening or overnight shift
Fantastic communication skills and current customer service experience is necessary
Exposure to troubleshooting Windows (Windows XP, Windows Vista and Windows 7) Exchange and basic network troubleshooting
Previous experience troubleshooting desktop, printer and notebook issues

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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