Job Description

Req ID: 208971

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.

We are currently seeking a Systems Administration Analyst to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

A minimum of 3 years' experience in a similar role

• Fluent in English dialect and strong written English skills, US Customer Service support Experience mandatory in Voice based process.
• IT literate with a working understanding of networking, server, storage, security, backup and virtualisation principles and concepts
• Capable of asking the 'right' questions to perform basic IT troubleshooting of desktops, laptops, mobile devices, applications and core infrastructure
• Responding to Incidents and Requests logged via web, chat and virtual assistant channels
• Triaging Incidents and Requests at inception, capturing all relevant information to arrive at an initial diagnosis
• Prioritising Incidents and Requests as per the agreed Service Level Agreements
• Ability to work autonomously and use initiative to handle difficult situations
• Ability to multi-task, working on multiple Incidents or Requests in unison
• Calling end-users as necessary
• Remotely connecting to devices and systems to provide 1st line support (which include but are not limited to password resets, account and software administration)
• Executing resolutions and fulfilment activities as per knowledgebase articles stored in ServiceNow
• Functionally escalating Incidents and Requests, to respective resolver teams
• Proactively requesting updates for Incidents and Requests which are assigned to resolver teams
• Seeking end user acceptance of Incident Resolution and Request Fulfilment activities
• Documenting details and steps taken to resolve an Incident or Request
• Proactively suggesting knowledgebase articles for consideration of publication
• Supporting Service Assurance Analysts, where requested

Desired:

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• ITIL qualified
• Expience in using ServiceNow
• Experience of working with on-site teams and customers
• Experience of working for a managed service provider
• Technical expertise

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.

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System Administrator, Systems Analyst, Cloud, Consulting, Technology