Service Desk Analyst with Czech

4 weeks ago


Prague, Hlavní město Praha, Czech Republic NTT America Solutions, Inc. Full time
Job Summary: Become a Service Desk Analyst - Remote Engineer and make a difference by delivering exceptional technical support to clients in a 24x7 environment. You will work in a hybrid model, with 5 days per month in the office and the rest at home, and be part of a team that is transforming support services to be more agile and effective globally. This role is an entry-level position, with no prior IT experience required, and will accept requests from clients via agreed channels. You will perform initial validation on the request, ensure the right classification and prioritization, and act promptly according to work instructions. You will also be responsible for managing incoming client contacts and escalations with professionalism and proactivity. Main Responsibilities: * Technical Capability: Support standard technical queries related to a single product/small set of products, manage incoming client contacts, and escalate issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. * Business Awareness: Develop an understanding of customer's environment and service delivery requirements to enable the delivery of a first-class service. * Process: Document actions taken in resolving routine customer enquiries, ensuring established processes/systems are followed. * Problem Solving: Take ownership for listening to and understanding basic customer problems, asking relevant questions to resolve typically known problems within required timescales. * Team Working: Act as a team player and be viewed by colleagues as a helpful and effective member of the team. * Personal Development: Take ownership of own development and have a development plan in place. Requirements: * Fluent in Czech and English. * Willing to work in a 24x7 environment, including nights. * Ability to work in a hybrid model, with 5 days per month in the office and the rest at home. About NTT DATA: NTT DATA is a $30+ billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. NTT DATA is an Equal Opportunity Employer, committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

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