Service Desk Assistant

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.

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

Customer Account Management: 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. 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 for both business and personal use.
• Wellness Initiatives: Take advantage of our cycle to work scheme.
• Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme.