IT Help Desk Specialist

NTT Ltd.

Capellen, Luxembourg

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At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure.

We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace.

The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

Want to be a part of our team?The Help Desk Specialist is the first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests applying standard operating procedures, in line with expectations of the role.

Working at NTT Key Roles and Responsibilities : Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms and processes Uses MS product and process knowledge along with discretion to respond to tickets Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.

Build knowledge articles, or flag the need for such content, when relevant articles are not available Provide timely updates to clients, when requested, on any pending requests or tickets.

Work closely with resolver groups, and other functions, to ensure timely updates are sent to client Produce breach and ageing reports for tickets opened by service desk Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement What will make you a good fit for the role?

Academic Qualifications and Certifications : General Qualification in Technology (Technical Diploma) or equivalent 1-4 years of experience Ability to work under guidance, ability to use sound judgement to escalate an issue to a higher level, professional, client-focused, ability to work in shift structure WHAT AWAITS YOU IN NTT LUXEMBOURG : A full-time contract of unlimited duration Company paid trainings to help further your career and stay up to date with latest technologies An attractive salary tailored to your expertise level Various benefits like a company car & others

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