Sr Helpdesk Agent - Remote

Req

NTT DATA 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 Sr Helpdesk Agent - Remote to join our team in Aiken, South Carolina (US-SC), United States (US).

Must Live in Continental United States

This remote role is for an overnight shift working between the hours of 6pm - 6am CT.

Role Responsibilities:

* Diagnoses and troubleshoots Level 1 problems encountered with personal computer hardware, software and peripherals.

* Answers the help desk line and responds to users' requests regarding computer systems.

* Acknowledges receipt of all user requests within defined service levels.

* Initiates service orders (tickets) for all user requests, assisting users as necessary to provide appropriate information.

* Maintains user information and documentation.

* End user support-Service Now-Ticket Creation

* End user support-Application Support-ITSM-Incident, Request and Change

Basic Qualifications:

* 1+ years of experience in a technical (Level
1) support role

Additional

Skills:

* Call center experience

* IT Proficiency

* Experience with end user support

* Knowledge of Windows operating system

* Experience with network connectivity troubleshooting, Internet explorer, TCP/IP, DHCP, Device Manager, Registry editor, User Manager, Admin Commands

* History of excellent attendance and customer service skills

Remote Working and Technology Requirements

To work remote, individuals must meet all the established Remote requirements including those pertaining to a home workspace and related technology.

Technology

* NTT DATA will provide a computer and headset for remote work.

* Employees are responsible for the care and security of all equipment provided. They must return it immediately upon separation from the company following company protocols.

* Failure to return equipment may result in collection actions and/or other consequences.

* Individuals must provide their own high speed internet access with speeds at or above 50 Mbps.

* A hard-wired ethernet connection is required. Wi-Fi, mobile, wireless and public internet connections are forbidden as are connections outside of one's personal dwelling or location.

Technical Performance and Issue Tracking

* Management monitors all technical issues and agent downtime. Consistent availability is critical to business operations.

* Remote employees must adhere to all technical support procedures and protocols.

* Chronic connectivity issues or recurring downtime that impede job performance, including internet outages, may result in the remote status changing to onsite.

Remote Workspace

Remote work demands a high degree of professionalism, self-discipline, and accountability. The following workspace standards are vital to delivering exceptional service.

* Employees must have a dedicated, professional workspace conducive to servicing Customer Service customers with the same quality as an onsite environment.

* The workspace must be a permanent, unencumbered location used daily for work.

* Employees must work with minimal distractions that do not interfere with business operations or service delivery.

* Ideally, the workspace is isolated from other household members and used exclusively for job duties.

* Background noise, interruptions from people or pets, and other distractions must be kept to an absolute minimum to avoid disruptions to customer service.

* Employees must work from the same location consistently unless prior approval is obtained.

* If a change in work location is necessary:

* The new location must meet all Remote Workspace and Technology Requirements.

* Notification to NTT DATA Management is required before relocating

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $18 - $19/hour. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally required benefits.

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched…