Job Description

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 todayxe2x80x99s xe2x80x98iNTTerconnectedxe2x80x99 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 worldxe2x80x99s 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? Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

Working at NTT

The Remote IT Support Analyst is responsible for providing support to end-users including 2nd Level Application and Technical Support to Dimension Data clients remotely.

The Desktop Support Technician is responsible for resolving all end-user IT incidents/ requests related to end user devices and software including ticket management with SLA parameters

Performance Objectives:

PO 1: Technical Support

Primary Function : NOC

• Provide remote support to Dimension Data Client end users
• Provide end user software support for Windows and Apple Mac Operating Systems, MS Office Packages and business applications.
• Provide VIP support to clientxe2x80x99s executive members
• Troubleshoot software and hardware related incidents and requests remotely.
• Perform application troubleshooting and support as per incidents and requests
• Work with vendors and internal resources to facilitate resolution of incidents and requests

PO 2: Ticket Management

• Respond to Incidents and Requests assigned via the ITSM Tool
• Ensure Ticket updates are current and end users informed of progress
• Respond to and Resolve incidents within SLA
• Assess, review and resolve assigned calls within stipulated SLA
• Escalate tickets where applicable

PO 3: Client Engagement

• Communicate effectively with relevant Stakeholders including team members and Management
• Liaise with end users to effectively reach resolution on incidents and requests
• Keep users informed of priority changes and timing of resolutions

Follow up with users to confirm that resolutions met requirements before closing the ticket

PO 4: People Engagement

• Provide support both at a soft engagement and technical to the Dimension Data Client End Users
• Act as onsite liaison between Dimension Data and Client if the need arises.

Qualifications and Experince

Matric

A+

MCSE / MCSP (advantageous)

AppleMac Certification (advantageous)

Relevant IT diploma (advantageous)

ITIL Foundation (advantageous)

Network +

Drivers Licence

3 -5 Years within an IT Desktop Support environment

Degree or Diploma and required Certification with 2 to 4 years related experience.

#Dimensiondatacareers

What will make you a good fit for the role?

Behavioural Competencies

Punctual, Team Player, Attention to detail, Display a high level of service excellence.

Technical Competencies

ITIL framework and Service Desk Technologies

Special Requirments

Working according to customer working business hours with occasional overtime as required.

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 xe2x80x93 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 xe2x80x93 backed with a 150-year heritage of using technology for good. With 40% of the worldxe2x80x99s internet traffic running on our network and where Emoji were first invented, you can be proud of the groupxe2x80x99s many new xe2x80x98firstsxe2x80x99.

Making a difference xe2x80x93 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 xe2x80x93 in a progressive xe2x80x98Connected Workingxe2x80x99 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 xe2x80x93 with a personal and professional development plan and access to the broadest learning offerings in the industry.

NTT Corporation