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?

This role is an entry level one (no prior IT experience required), that will accept requests from client via agreed channels. They perform initial validation on the request by verifying contract information. Upon verification, they ensure the right classification and prioritization assigned to the request. They act promptly according to work instructions and ensure the right escalation to the next resolver group. This role is the first line contact for clients and they play a critical role in offering a professional service experience. Willing to have your first taste of a promising IT Career? This is your opportunity!

This role is a 24x7 working hours. Therefore you would need to be available to work in shifts, including nights.

We have an hybrid model that put the balance more towards the remote side, with 5 days per month in the office and the rest at your home.

Working at NTT

At our Global Delivery Centre (GDC) based in Prague, our vision is to deliver exceptional value to our diverse range of clients. These clients are all leaders in their industries, and that’s why the people we employ will be instrumental in getting the job done. We want bold, different, and exceptional talents who will work together as a global team of highly skilled experts to deliver an outstanding service across countries and clients. You will work with brilliant minds, get the chance to upskill through extensive training and learning programmes, all while working in one of Europe’s fastest growing cities. We are transforming support services to be more agile and more effective globally. Our focus in on activation, omni-channel, automation, knowledge management, analytics, and self-service. With three decades of transforming our clients’ businesses behind us, we’re looking to the future. It’s innovative, it’s agile, it’s client centric. This new GDC is only NTT’s second facility, and offers exceptional career growth and the chance to be part of something great.

Key Roles and Responsibilities:

• Technical Capability . Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Cisco products, operating system, basic networking, PCs). Manage incoming client contacts and escalations with professionalism and proactivity, in order to prioritize their needs and provide unique solutions to problems.

• Business Awareness . Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first-class service. Own the Stakeholder Experience by liaising with diverse Helpdesks (for troubleshooting assistance), product partners (both certified through the client and third-parties).

• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.

• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.

• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.

• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.

• Personal Development. Takes ownership of own development and has a development plan in place.

Languages:

• German : fluent

• English : fluent

• Nice to have - French .

Academic Qualifications and Certifications:

• Bachelor's degree or equivalent in information technology, computer science, or a related field is preferred

• Relevant certifications such as CCNA, CompTIA Network+, Microsoft 365, or Cisco collaboration certifications are a plus

Required Experience:

• Basic experience in a service desk or helpdesk role, providing support in multiple IT towers, including networking, collaboration, and end-user computing.

Skills Summary

IT Service Management (ITIL), Microsoft Office, Networking Concepts, Oral Communications, Trouble Ticketing, Written Communication

Workplace type :

Hybrid 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.