Service Desk Analyst: End-User Tech & Remote Support

NTT DATA, Inc.; Batavia (IL); On-site; USD 45,000 - 65,000; Full time

Job summary

NTT DATA is seeking a Service Desk Analyst in Batavia, IL to provide end-user incident and service request support via phone, email, chat and walk-up. You will handle PC/Mac hardware, OS, enterprise apps, printers, and networking support, using ServiceNow for case management and knowledge sharing.

The role requires 1+ year IT service experience and a bachelor’s degree in a relevant field; ITIL/DoD/CompTIA certifications are desirable.

Qualifications

• 1+ years IT service experience in an enterprise environment.
• Bachelor’s degree in a relevant area of study.
• Certification in ITIL, DoD 8140 or CompTIA is desirable.

Responsibilities

• Provide Tier I incident resolution for hardware, software and applications.
• Create and manage user accounts, remote troubleshooting, and on-call support.
• Develop, document and maintain knowledge base for incident resolution.
• Install and deploy enterprise-wide software and fine-tune system performance.
• Contribute to SOP updates and participate in change management processes.
• Support service requests via phone, email, chat and walk-up.

Skills

IT Service Experience

Service Desk Support

Incident Resolution

Education

Bachelor's degree in a relevant area

CompTIA IT certification or equivalent

DoD 8140 Security Certification

ITIL v4 certification

Active Directory / Exchange knowledge

Tools

ServiceNow

Active Directory

Exchange

Job description

NTT DATA is seeking a Service Desk Analyst in Batavia, IL to provide end-user incident and service request support via phone, email, chat and walk-up. You will handle PC/Mac hardware, OS, enterprise apps, printers, and networking support, using ServiceNow for case management and knowledge sharing.

The role requires 1+ year IT service experience and a bachelor’s degree in a relevant field; ITIL/DoD/CompTIA certifications are desirable.