**Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role. **What you'll be doing** Job Description **Key Roles and Responsibilities:** + This is a full-time, on-site based role, working in shifts + Perform troubleshooting, parts replacements, system upgrades, basic deployment and repair on desktops/notebooks/printers in order to resolve/fulfill customer incidents and/or requests + Identify potential issues that could adversely impact end user experience and take corrective action + Receive, log, validate and diagnose client requests, on full range of products and services offered, applying agreed service level agreements, leveraging ITIL standard processes, tools and platforms + Provide Smart Hands Activities to rack and stack, patch cabling, equipment installation/de-installation, swaps and disposal activities on-site + Use advanced tools/technical knowledge to remediate problems and conduct scheduled installations as per approved customer documented processes + Provide technical feedback on technical process issues to improve overall service delivery + Identify gaps and short comings in the current processes, procedures, services and provide recommendations for improvement + Respond to calls and travel to site after business hours per leader instructions may be required **Academic Qualifications and Certifications:** + High school diploma or equivalent + Minimum 2 years of experience in a similar job + Knowledge of Windows operating system environment + A+ desktop or equivalent skill set is preferred + Experience with MDM (Airwatch, Mobile Iron, Intune) to manage customer owned or BYOD iPhones and iPads is an asset + Ability to work under guidance, ability to use sound judgement to escalate an issue to a higher level, professional, client-focused, ability to work in shift structure **WHAT AWAITS YOU IN NTT LUXEMBOURG** : + A full-time contract of unlimited duration + Company paid trainings to help further your career and stay up to date with latest technologies + An attractive salary tailored to your expertise level + Various benefits like a company car & others **Additional Career Level Description:** **Knowledge and application:** + Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks or assignments that are moderately difficult. **Problem solving:** + Requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems. **Interaction:** + May initiate contact to collaborate on procedures or resolve mutual problems. + Conveys basic technical or factual information to colleagues or clients. **Impact:** + Work has immediate to short term impact on department or team. **Accountability:** + Accountable for quality and timelines of own deliverables, normally receiving little instruction on daily work with general instructions given on newly introduced assignments. **Workplace type** **:** On-site Working **About NTT DATA** NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. **Equal Opportunity Employer** NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.