Summary: The Service Desk Assistant role at NTT Data Business Solutions involves managing ticket assignments and ensuring high customer satisfaction within the SAP environment. The position requires effective communication and organizational skills to support both internal and external clients while performing general office administration tasks. The role is based in Glasgow and offers opportunities for personal development and a collaborative work environment. The successful candidate will contribute to the overall efficiency and effectiveness of the service desk operations.

Key Responsibilities:

• Manage the acknowledgement and assignment of tickets in the NTT Data Business Solutions ticketing tool.
• Ensure adherence to published Service Level Agreements for incident management.
• Monitor the solution manager ticketing system for new and assigned tickets during core business hours.
• Acknowledge and categorize tickets correctly, prioritizing as necessary.
• Follow communication procedures for priority 1 tickets and review ticket data for accuracy.
• Assign tickets to appropriate support queues and resolve level 1 tickets.
• Perform testing of new functionality within the ticketing system.
• Handle general office administration tasks, including managing contracts and ordering supplies.
• Run management and customer reports as per schedules.
• Conduct proactive weekly checks on maintenance ticket status.
• Cultivate professional relationships with clients to enhance customer satisfaction.

Key Skills:

• Strong organizational skills.
• Effective communication abilities.
• Problem-solving skills.
• Experience with end-user support.
• Expectation setting and relationship building.
• Knowledge of SAP user experience.
• Familiarity with call logging systems.
• Minimum 1 year of SAP user experience is advantageous.

Salary (Rate): undetermined

City: Glasgow

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: Other