At a Glance
- Tasks: Manage ticketing system and ensure high customer satisfaction for internal and external clients.
- Company: Join NTT DATA Business Solutions, a top global IT services provider with a collaborative culture.
- Benefits: Enjoy flexible home-based work, generous holiday allowance, and wellness initiatives.
- Other info: Dynamic environment with opportunities for personal development and career growth.
- Why this job: Be part of an award-winning team and contribute to innovative solutions that make a real impact.
- Qualifications: Strong organisation, communication, and problem-solving skills; SAP experience is a plus.
The predicted salary is between 25000 - 30000 £ per year.
About NTT DATA Business Solutions: NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.
As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs. As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.
Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients. Our clients trust our deep experience and proven approaches - all around the world.
Job Summary: The Service Desk Assistant’s primary responsibility is to manage the acknowledgement and assignment of tickets in the NTT DATA Business Solutions ticketing tool ensuring at all times that published Service Level Agreements (incidents only) are adhered to. The Service Desk Assistant must ensure high customer satisfaction is delivered to both NTT Data Business Solutions internal and external customers.
Duties/Responsibilities:
- Monitor solution manager ticketing system for new / assigned tickets during core business hours
- Acknowledge all tickets according to Service Level Agreements
- Ensure tickets are categorised and prioritised correctly
- For priority 1 tickets, follow communication procedures
- Review tickets to ensure appropriate data is contained to allow the Application Consultants to progress the incident.
- Assign tickets to the appropriate support queues
- Resolve appropriate level 1 tickets
- Testing of new functionality within the ticketing system
- Administrative tasks within the SAP Portal
- Run management and customer reports per schedules
- Complete proactive weekly checks on maintenance ticket status and action accordingly
- Cultivate professional relationships with clients
Measures:
- Customer Satisfaction: Meet or exceed targets
- Personal Development: Completion of development objectives as defined in annual performance review
- Administrative Duties: Meet or exceed expectation
- Smooth running of office activities
Internal Integration: Maintenance Team, Application Support Team, SAP Field Consultants, Commercial Team, Account Management Team
External Alignment: Customers, SAP, Vendors
Required Skills / Attributes:
- Organisation
- Communication
- Problem Solving
- End User Support
- Expectation Setting
- Relationship Building
- Professional
- Results Oriented
- Customer Focused
- Solution Oriented
- Business Judgment
- Persuasive / Motivation
- Collaborative
- Influence
- Integrity
Desirable Skills / Attributes:
- Experience of call logging systems
- Minimum 1 year SAP user experience advantageous
Location / Travel: Position works from Glasgow Support Office, UK
Benefits: Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2025 SAP® Pinnacle Awards and the Top Employer Award 2025, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients.
We offer a range of benefits designed to support your well-being, career growth, and work-life balance:
- Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements.
- Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees).
- "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year.
- Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary.
- Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%.
- Income Protection: Gain peace of mind with our Group Income Protection plan.
- Health and Well-being: Prioritise your health with our comprehensive Private group fund provided by WPA.
- Technology and Tools: Receive essential tools for success, including a laptop and mobile phone.
- Wellness Initiatives: Take advantage of our cycle to work scheme.
- Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme.
Contact Details:
NTT DATA Business Solutions Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Assistant in Glasgow
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what NTT DATA Business Solutions values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges NTT DATA Business Solutions might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at NTT DATA Business Solutions!
✨Direct Apply to NTT DATA Business Solutions
Let's not forget to apply directly through the NTT DATA Business Solutions website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Assistant in Glasgow
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at NTT DATA Business Solutions.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at NTT DATA Business Solutions. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at NTT DATA Business Solutions
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
