Tier 1.5 Support Analyst

Job Description

At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.

Req ID: 66804

NTT DATA Services Healthcare connects people to the right technology and processes to accelerate innovation. NTT DATA Services believes information is the foundation on which healthcare will move forward. We are committed to helping the world create an information-driven healthcare system. This client continues to grow and thrive, and we are looking for individual contributors who can assist NTT DATA Services with meeting deliverables and client expectations. You will work with a fast-paced global leader in IT and have the ability to learn from the best and brightest in the industry. This position works with Healthcare account leaders to define migration strategy and designs improved processes to deliver ITIL based service support and technical account management.

NTT DATA Services currently seeks a Tier 1.5 Support Analyst to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).

The Support Analyst works to investigate and resolve client reported issues assigned to them via incident tickets from the Service Management Tool (SMT). The position also allocates resources and monitors the day-to-day service activities for multiple Service Delivery Units (SDU). The position also communicates the process and technical expertise to customers in order to sustain effective and timely customer services and contributes to planning processes to help develop the Service Delivery strategy. This position combines a broad understanding of all technical service areas and the client environment with an accurate assessment of the problem scope and impact to minimize service impact to the client. This is a high volume high-pressure position drawing on many skills and experiences in the Information Technology field.

Responsibilities

•Coordinates incoming requests to perform IMAC activities and Break Fix Incidents as well as confirms resources for project work. Assigns incidents to the appropriate support groups. Review ticket information before assigning to appropriate technicians. Allocates resources and monitors the day-to-day service activities for the Tier 1.5 & Deskside Technicians.

•Monitors tickets for trends and reports them.

•Communicate technical guidance to the Tier 1.5 & Deskside team through appropriate selection and implementation of toolsets; analyzing problem trends and recommending problem resolution procedures; providing technical advice in resolving problems; liaison with tier 3 staff in resolving problems.

•Evaluates planned changes to the client environment and their impact on client service levels, making recommendations for successful implementation and adjusting Service Desk tools, knowledge and procedures as required.

•Monitors the VIP and escalation phone lines.

•Functions as escalation point of contact for the Tier 1.5 & Deskside teams regarding Service Delivery issues and questions.

•Assist with unscheduled outage management including posting Web Alerts (VHD) and Front End Phone Messages (FEM)

•Interacts with ISMC’s partners, 3rd party vendors and clients to resolve hardware issues.

•Process requests from the Projects Team and provides resource availability numbers and quotes for technician time.

•Participates in staff meetings to help coordinate resources throughout Support Service.

•Manages Incidents within the SMT.

•Processes time and material quotes for the business partners.

•Handle special services and procedures. Participates in special or unexpected projects as assigned.

•Represent the SDU as a process expert.

•Resolves technical problems escalated from the Service Desk. Resolves the more difficult or technically challenging problems that Level 1 agents are not able to resolve.

•Leads resolution of problems with significant impact working closely with staff in other service units

•Provides technical guidance to the Service Desk team through appropriate selection and implementation of toolsets; analyzing problem trends and recommending problem resolution procedures; providing technical advice in resolving problems;

• Liaise with tier 3 staff in resolving problems.

• Escalation point of contact for Service Desk and other groups regarding Service Delivery issues and questions.

• Assign appropriately to other support groups incidents that cannot be resolved at the 1.5 level

• Acts as a resource for and mentors and advises, Service Desk Agent employees, guiding them on technology use, problem-solving techniques and practices and process adherence.

• Create and deliver sessions for Service Desk Agents to orient them on new technology requiring support or current technology identified as requiring orientation.

• Author and review technical documentation for ISM knowledge base.

Basic Qualifications:

• Minimum of 3 years as a Support Specialist

• Minimum of 3 years of Desktop Administration

• Minimum of 3 years of Service Desk Application support

This position is only available to those interested in direct staff employment opportunities with NTT DATA, Inc. or its subsidiaries. Please note, 1099 or corp-2-corp contractors or the equivalent will NOT be considered.

About NTT DATA Services

NTT DATA Services partners with clients to navigate and simplify the modern complexities of business and technology, delivering the insights, solutions and outcomes that matter most. We deliver tangible business results by combining deep industry expertise with applied innovations in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services.

NTT DATA Services, headquartered in Plano, Texas, is a division of NTT DATA Corporation, a top 10 global business and IT services provider with 118,000+ professionals in more than 50 countries, and NTT Group, a partner to 88 percent of the Fortune 100. Visit nttdataservices.com to learn more.

NTT DATA, Inc. (the “Company”) is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.