Job Information
NTT America Solutions, Inc. Senior Assistant Client Support Officer, Integrated Service Operations in Cyberjaya, Malaysia
NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.
In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.
With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.
Want to be a part of our team?
The role of Integrated Services - Service Desk Technician (L1) is designed to meet a wide range of global business growth demands, system capacity and infrastructure requirements. Integrated Service Centre offers a wide range of globally standardised helpdesk services covering colocation service and platforms of hosting, cloud services, network, and security services.
This role operates and maintains the overall Infrastructure Technology of the business unit to ensure stability, integrity, and operational efficiency. This is achieved by monitoring, maintaining, supporting, and optimising all aspects of the network and systems.
Working at NTT
Key Roles and Responsibilities:
Responsible for governance of the overall ISC (Integrated Services Centre) Level 1 and the overall IT and Operations standard compliance, developing and maintaining the operation framework, including process, procedures, and compliance
Identifies, communicates and resolves issues
Guides all L1 service desk and relevant cross functional team members
Develops, maintains and supports system and network infrastructure, including hardware and system components
Plans and performs installation, maintenance and support of network and system and providing end user support
Performs issue analysis for incidents and developing preventive measures
Designs, implements ISC cabling systems.
Develops and continuously improves the IT infrastructure and ISC operations processes
Knowledge, Skills and Attributes:
Ability to coach and guide more junior resources within the team - for example L1 service desk team members
Communications, analytical thinking is essential to help to identify, communicate to resolve issues
Good verbal and written communication and customer service skills
Attentive listener with a professional approach
Good attention to detail and accuracy
Adaptable and flexible, adapts style to align to cultural differences
Continuous improvement mindset relating to policies, procedures and operations
Ability to fact find to gain a full understanding of an issue and consider most appropriate response
Ability to work effectively in a team to support the achievement of objectives
Basic knowledge of GDPR and POPIA would be desired
Demonstrates the ability and passion to learn
Friendly and patient with users and/or client
Shows initiative and ability to work independently
Ability to organise and prioritise
Advanced knowledge of information systems service management / service control processes and methodologies
Advanced knowledge and understanding of information systems technology areas
Display personal accountability for own actions and quality of work
Advanced understanding of Active Directory
Advanced knowledge of Windows Operating Systems and iOS
Advanced knowledge of the Microsoft Office suite of applications
Display personal accountability for own actions and quality of work
Academic Qualifications and Certifications:
- Diploma, Technical Certification or equivalent in a relevant field desirable
Required Experience:
Demonstrated experience in a similar environment providing customer service
Demonstrated experience working with the MS office suite and related technologies, including databases
Demonstrates a professional and friendly tone, maintaining faultless grammar
Demonstrated experience in a service management and operations role and service desk environment
Demonstrated experience working with help desk/ticketing software
Skills Summary
Incident Management Process, Information Technology Infrastructure Library (ITIL), Integration Services, Knowledge Management, Service Desk, Service Request Management
Workplace type :
On-site Working
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
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.
Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.
NTT America Solutions, Inc.
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