Remote Engineer

1 month ago

Petaling Jaya Selangor Darul Ehsan, Malaysia NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

The Service Delivery Service Desk Analyst is the mid-level position in the Service Delivery Service Desk Management family. They operate in more complex environments and monitor the clientâs network infrastructure.
The Service Delivery Service Desk Analyst is responsible for ensuring timely restoration of service for Dimension Data clients by managing requests (Incidents, Service Requests, and Events) through to successful completion.

What you'll be doing

Logging

Service Delivery Service Desk Analysts are responsible for receiving, validating and logging client requests. They capture the detail of the request and provide first line support if required. Service Delivery Service Desk Analysts act on requests logged by Service Delivery Service Desk Associates and they ensure that the commitments made to client in service level agreements are met.

 

Tracking

The Service Delivery Service Desk Analyst tracks requests and determines current activity on it. They use this information to update task details and to provide regular updates to clients.

 

Escalation

These individuals analyse and interpret the requests to ensure that the classification, prioritisation and escalation of the requests are correct. They identify and escalate requests and exceptions where necessary.

 

Resolution

The Service Delivery Service Desk Analyst works closely with his/her colleagues to ensure the swift resolution of faults. They ensure that the user and/or client are kept updated on the progress in relation to the resolution of the fault. They interact with necessary internal stakeholders and are responsible for managing requests through to resolution within the service level agreement conditions by co-ordinating product requests and liaising with relevant business colleagues to ensure resolution. The target is zero missed SLA.

 

Produce and use reports

Service Delivery Service Desk Analysts are also responsible for producing breach and other reports that are necessary for the correct operation of our processes. They need to identify failures and shortcomings in the current processes and escalate with recommendations. 

 

Behavioural skills

The actions of the Service Delivery Service Desk Analyst influence our client satisfaction and retention and they need to be professional, detail-orientated, and client focused at all times. They have excellent verbal and written communication skills and are proactive and professional individuals who maintain a high level of client satisfaction.

Requirements:

  • Proficiency in English, Cantonese and Mandarin is a must (both speaking and writing)
  • Open to 24 x 7 rotation shift (12hours shift)

Skills Summary

IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication

Workplace type:

Hybrid Working

Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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