Service Desk Analyst.

Service Desk Analyst


In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things. We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure. At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.  

Want to be a part of our team? 

This role as an MS Service Desk Analyst will see you act as 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

There are excellent opportunities for training and development, with a clearly defined career path for you to grow into. 

This team operated under a 24/7 rotating roster (with nightshift allowance added to your salary, as well as days off between shift rotations).

Great role for a recent graduate with some experience to join a passionate technology organisation 

Due to current covid-19 restrictions the role will be working from home (WFH). Post lock-down the role is a mix of WFH and the office 

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

Knowledge, Skills and Attributes:

  • Ability to work under guidance
  • Ambitious self-starter
  • Ability to use sound judgement to escalate an issue to a higher level
  • Methodical in approach to ticket resolution
  • Demonstrate ability to interact with a variety of stakeholders
  • Demonstrate required integrity to ensure excellent client service and retention
  • Demonstrate the attributes of professionals
  • Excellent attention to detail and client focussed
  • Strong and effective verbal and written communication skills
  • Ability to work in 24X7 shift structure, based on a defined roster

Working at NTT

  • Helping customers resolve a range of technical issues 
  • Enjoy learning about new technology and love trouble shooting to find solutions

What will make you a good fit for the role? 

Knowledge, Skills and Attributes:

    • Ability to work under guidance
    • Ambitious self-starter
    • Ability to use sound judgement to escalate an issue to a higher level
    • Methodical in approach to ticket resolution
    • Demonstrates ability to interact with a variety of stakeholders
    • Demonstrates required integrity to ensure excellent client service and retention
    • Demonstrates the attributes of professionals
    • Excellent attention to detail and client focussed
    • Strong and effective verbal and written communication skills
    • Ability to work in 24X7 shift structure, based on a defined roster

Academic Qualifications and Certifications:

    • General Qualification in Technology (Technical Diploma) or equivalent