Key Roles and Responsibilities

• Receive, log, validate and diagnose client requests and events, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
• Analyze and interpret the requests to ensure tickets are correctly classified, prioritized and categorized.
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Work closely with resolver groups, and other stakeholders, to ensure timely updates are sent to the client
• Ensure that a professional level of service quality is maintained and that clients are satisfied
• Perform daily checks on the client infrastructure
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Use sound judgment to escalate an issue to a higher level

Knowledge, Skills, and Attributes

• Ambitious self-starter and passionate with IT
• High school technical degree (preferably in telecoms or IT) or same via work experience
• Methodical approach to ticket resolution
• Demonstrates required integrity to ensure excellent client service and retention
• Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset
• Familiar with basic ITIL concepts
• Excellent attention to detail and client focussed
• Good communication skills in English, French & Dutch (written & orally)

What we offer:

• A full-time contract with an attractive salary package including extra legal advantages (mobility budget, meal vouchers, pension savings, hospitalization insurance, internet, etc..)
• 32 days of holiday
• 40% homeworking after 3-month training period (onsite in Diegem)
• Having ongoing opportunities to own and develop your career – with a personal and professional development plan and access to the broadest learning offerings in the industry.

A career at NTT means:

• Being part of a global pioneer – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
• Being at the forefront of cutting-edge technology – backed with a 150-year heritage of using technology for good. With 40% of the world’s internet traffic running on our network and where Emoji were first invented, you can be proud of the group’s many new ‘firsts’.
• Making a difference – by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.
• Being your best self – in a progressive ‘Connected Working’ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

Working at NTT

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the world’s most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.