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 today’s ‘iNTTerconnected’ 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 world’s 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.

Want to be a part of our team?

The Client Service Desk Analyst is responsible for monitoring client network infrastructures, receiving, assigning, and coordinating the successful resolution of requests (incidents, service requests, and events) logged by clients on the relevant monitoring system. This role plays an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied. This role requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems.

Working at NTT

Key Roles and Responsibilities:

• Receive, validate, and log client requests

• Administer and maintain the support desk database and call logging system on a daily basis

• Ensure the correct escalation procedure is followed on all critical calls and requests

• Assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation

• Assist in the investigation of issues to ensure a high level of client service support

• Work closely with his/her colleagues to ensure the swift resolution of faults

• Ensure that the user is kept updated on the progress in relation to the resolution of the fault

• Ensure that support calls are monitored and updated efficiently and effectively

• Proactively communicate with the business in order to provide updates on outstanding incidents or projects

• Ensure that all relevant documents related to the fault are maintained

• Maintain high levels of client satisfaction.

• Communicate in a professional manner, provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf

• Build and maintain strong working relationships with stakeholders, key business users, colleagues and external suppliers in order to provide a professional client service approach

Knowledge, Skills and Attributes:

• 3+ years’ experience in similar role or IT field (Preferably in an IT company servicing more than one IT environment)

• Own reliable transport

• IT Tertiary qualification

• MS Qualification

• Matric / Grade 12 / National Senior Certificate

• VMWare / Hyper V / Office 365 Server experience

• Networking WAN / LAN and Wireless Backups experience

• Advanced Trouble-Shooting experience

• Hardware Installation, Remote Troubleshooting, Remote support experience

Academic Qualifications and Certifications:

• High School Qualification

• Certifications (including but not limited to MCP, MCSE, MCSA, CCNA, CCNP, CISSP, CISM)Degree/Diploma in a relevant field will be an advantage

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Ticketing Tool, Troubleshooting

Workplace type :

Equal Opportunity Employer

NTT is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category

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

A career at NTT means:

• Being part of a global pioneer – 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 – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.

• Making a difference – 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 – in a progressive ‘Connected Working’ 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 – with a personal and professional development plan and access to the broadest learning offerings in the industry.