About the Company
NTT DATA is a leading IT services provider and global innovation partner, headquartered in Tokyo, with operations in over 50 countries. We help clients transform through consulting, industry solutions, business process services, IT modernization, and managed services. Committed to long-term success, we combine global reach with local client proximity to deliver premier professional services, from consulting and system development to outsourcing. We pride ourselves on fostering a collaborative, inclusive, and dynamic work environment.
Job Description
We are seeking a dedicated and technically proficient WFH Helpdesk Officer to join our Corporate Managed Services team. This is a 100% remote position. In this role, you will be the first point of contact for employees experiencing technical issues, providing crucial support to ensure seamless business operations. You will diagnose and resolve hardware, software, and network problems, escalating complex issues when necessary. Your ability to communicate effectively and provide exceptional customer service in a fast-paced environment will be key to your success.
Key Responsibilities
- Provide first-level contact and convey resolutions to customer issues over the phone, email, and chat.
- Properly categorize, prioritize, and escalate unresolved queries to the next level of support.
- Walk customers through problem-solving processes, remotely guiding them through steps.
- Install, configure, and troubleshoot computer hardware, software, systems, networks, printers, and scanners.
- Document technical knowledge in the form of notes and manuals for future reference.
- Monitor and maintain computer systems and networks, proactively identifying potential issues.
- Ensure timely and accurate resolution of all support requests, adhering to service level agreements (SLAs).
- Assist with onboarding and offboarding procedures related to IT equipment and access.
- Participate in ongoing training and development to stay current with technology changes.
Required Skills
- Proficiency in Windows operating systems and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Familiarity with remote desktop applications and helpdesk ticketing systems.
- Strong understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Excellent verbal and written communication skills.
- Proven ability to diagnose and resolve basic technical issues.
- Exceptional customer service and interpersonal skills.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Associate's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience with IT service management (ITSM) frameworks like ITIL.
- Previous experience in a remote helpdesk or technical support role.
- Familiarity with Active Directory and user account management.
Perks & Benefits
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Life insurance and disability benefits.
- Employee assistance program (EAP).
- Opportunities for professional development and career growth.
- Remote work setup allowance and technology stipends.
- Work-life balance initiatives.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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