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 Associate Specialist: Incident Management works with more senior colleagues to ensure that all issues relating to the availability of IT services are recorded and assists with the design of ways to prevent problems in the future.Working at NTT
Key Roles and Responsibilities:
Assist with providing technical support to customers and teams.
Keeps a log of incidents and assists with examining of less complex incidents.
Follows processes in the prevention and reduction of similar problems from arising in the future.
Assist with the resolution of less complex incidents within the specified service level agreements or operational level agreements.
Assist with the documentation of troubleshooting steps and service restoration details
Work with more senior colleagues in the team to identify problems and resolve assigned incidents.
Escalate incidents of a complex nature to more senior team members.
Assist with the creation and submission of knowledge articles as and when required.
Knowledge, Skills and Attributes:
Analytical and reasoning skills
Aptitude for learning and the ability to interpret processes and policies
Ability to establish rapport and maintain effective working relationships with internal and external stakeholders
Proactive in approach and good attention to detail
Achievement driven and delivery focused while maintaining the required quality
Display client service orientation with good communication skills
Academic Qualifications and Certifications:
Degree in a Computer Science or Information Technology field, or some equivalent work experience
ITIL certification
Required Experience:
Some experience working with internal and external stakeholders
Some experience analysing processes and recommending improvements
Some experience in ITSM
1-3 years experience
respond to request for technical assistance in person, via phone, electronically
Handling escalations of issues associated with incident. Customers may escalate incidents handling at any time.
Handling and resolving any day-to-day process issues or exceptions.
Reviewing and conducting a trend analysis on closed incident; identifying and conducting a Root Cause Analysis for any negative trends; defining any required process improvements; and identifying any process compliance issues.
What will make you a good fit for the role?
Standard career level descriptor for job level:Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
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