ServiceDesk Analyst - German and English

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Role Overview
The Helpdesk Analyst advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.

Role Responsibilities

• Manages customer interactions & records reported issues in the ITSM
• Identifies issues, apply fixes and investigates root causes using internal instructions
• Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
• Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance
• Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all online system problems are resolved in an accurate and timely manner

Key Skills

• Fluency in German and English
• Excellent communication and customer service skills
• Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
• Available for morning shifts

Preffered Skills ​​​​​​​

• University education, preferably a technical degree, or Microsoft certifications
• Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
• Experience in providing remote IT support

Benefits
You can work in the office, hybrid or fully remote. 

Our people are the most critical component of our long-term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning & Development platforms

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.