NTT DATA Business Solutions
Service Desk Assistant
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About NTT DATA Business Solutions
About NTT DATA Business Solutions: NTT DATA Business Solutions Group is part of the NTT DATA Corporate Group, a top 10 global IT services provider headquartered in Tokyo, operating in more than 50 countries. We combine global reach with local intimacy to provide premier professional ServiceNow and SAP services, from deep industry expertise consulting to applied innovations in digital, cloud, automation, and system development to business IT outsourcing.
As Global Elite Partner for ServiceNow, we bring an added dimension of expertise and excellence to our suite of services, ensuring comprehensive solutions for our clients' diverse needs.
As a global SAP Platinum Partner, NTT DATA Business Solutions Group leverages its global expertise to deliver quality outcomes whether you are a multi-national or operate in a single country. With over 15,000 SAP experts across 31 countries, we have the capability and reach to help you solve real problems and seize the next opportunity for growth around your SAP strategy and operations.
Our global award-winning SAP practice, differentiated by innovation, is the undisputed leader in SAP S/4HANA, with about 500 SAP HANA clients and more than 300 SAP S/4HANA clients.
Our clients trust our deep experience and proven approaches - all around the world.
Job Summary
The Service Desk Assistant’s primary responsibility is to manage the acknowledgement and assignment of tickets in the NTT DATA Business Solutions ticketing tool ensuring at all times that published Service Level Agreements (incidents only) are adhered to. The Service Desk Assistant must ensure high customer satisfaction is delivered to both NTT Data Business Solutions internal and external customers.
Duties/Responsibilities
Service Desk
- Monitor solution manager ticketing system for new / assigned tickets during core business hours
- Acknowledge all tickets according to Service Level Agreements
- Ensure tickets are categorised and prioritised correctly
- For priority 1 tickets, follow communication procedures
- Review tickets to ensure appropriate data is contained to allow the Application Consultants to progress the incident.
- Assign tickets to the appropriate support queues
- Resolve appropriate level 1 tickets
- Testing of new functionality within the ticketing system
- Administrative tasks within the SAP Portal
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Reporting
- Run management and customer reports per schedules
Due Diligence
- Complete proactive weekly checks on maintenance ticket status and action accordingly
Customer Account Management
- Cultivate professional relationships with clients
Measures
Customer Satisfaction
- Meet or exceed targets
Personal Development
- Completion of development objectives as defined in annual performance review
Administrative Duties
- Meet or exceed expectation
- Smooth running of office activities
Internal Integration
- Maintenance Team
- Application Support Team
- SAP Field Consultants
- Commercial Team
- Account Management Team
External Alignment
- Customers
- SAP
- Vendors
Required Skills / Attributes
- Organisation
- Communication
- Problem Solving
- End User Support
- Expectation Setting
- Relationship Building
- Professional
- Results Oriented
- Customer Focused
- Solution Oriented
- Business Judgment
- Persuasive / Motivation
- Collaborative
- Influence
- Integrity
Desirable Skills / Attributes
- Experience of call logging systems
- Minimum 1 year SAP user experience advantageous
Location / Travel
Position works from Glasgow Support Office, UK
Benefits
Join our award-winning team at NTT DATA Business Solutions Group and be part of a thriving, innovative culture. With recognition such as the 2025 SAP® Pinnacle Awards and the Top Employer Award 2025, we offer you the chance to make a significant impact while growing your career. Here, you’ll work alongside industry experts on cutting-edge projects, contributing to transformative solutions for our clients. Interested in shaping the future with us? We’d love to hear from you.
We offer a range of benefits designed to support your well-being, career growth, and work-life balance:
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- Home-Based Contract: Enjoy the flexibility of a working from home contract subject to operational and project requirements, allowing you to manage your work environment effectively.
- Generous Holiday Allowance: Benefit from 28 days of paid holiday annually (pro-rated for part time employees), providing ample time for relaxation and rejuvenation.
- "Free Fridays" Initiative: Experience the unique perk of "Free Fridays," granting you an additional 12 days off each year. With one Free Friday granted per month, you'll have more time to pursue personal interests, spend quality time with loved ones, or simply recharge. (pro-rated for part time employees)
- Financial Security: Rest assured with our Group Life Assurance offering, providing coverage of 4 times your base salary, ensuring financial protection for you and your loved ones.
- Pension Scheme: Secure your future with our employer pension contribution at a competitive rate of 5%. You have the flexibility to contribute a minimum of 4%, with the option to increase your contribution for added retirement benefits.
- Income Protection: Gain peace of mind with our Group Income Protection plan, safeguarding your income in the event of unexpected circumstances.
- Health and Well-being: Prioritise your health with our comprehensive Private group fund provided by WPA. Additional benefits provided include: 24/7 helpline, 1-2-1 Lifestyle coaching, financial and legal support etc.
- Technology and Tools: Receive essential tools for success, including a laptop and mobile phone for both business and personal use, ensuring seamless connectivity and productivity.
- Wellness Initiatives: Take advantage of our cycle to work scheme, promoting active commuting and supporting your well-being with sustainable transportation options.
- Environmental Responsibility: Embrace sustainability with the option to join our Electric Car Leasing scheme, contributing to a greener future while enjoying the benefits of eco-friendly transportation.
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