Imacd Coordinator

**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 IMACD Coordinator acts as the escalation 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. This role applies standard operating procedures, in line with expectations of the role.

**What you'll be doing**

**Key Roles and Responsibilities**:

- Diligently follow processes, continuous follow-ups for closure and reporting
- Uses Managed Services product and process knowledge along with discretion to respond to tickets
- Provide new hire knowledge transfer and training
- Provide timely updates to clients, when requested, on any pending requests or tickets
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- 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
- Ensure that a professional level of service quality is maintained and that clients are satisfied

**Knowledge, Skills and Attributes**:

- Ambitious self-starter passionate about IT with the ability to work under guidance
- Ability to use sound judgment to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Demonstrates ability to interact with a variety of stakeholders
- Demonstrates required integrity to ensure excellent client service and retention
- Demonstrates the attributes of professionals
- Team player with excellent attention to detail and client focussed
- Excellent and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster
- Familiar with basic ITIL concepts
- Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

**Academic Qualifications and Certifications**:

- Advanced general qualification in Technology (Technical Diploma) or equivalent
- A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
- ITIL v4 foundation knowledge is preferable
- ITSM experience advantageous.

**Required Experience**:

- Solid demonstrated related work experience gained in a similar role within an information technology environment
- Solid demonstrable related work experience in the Technology Industry (e.g. Cisco RandS, FW, RSA, SOC etc.) and Call Centre environment is preferred
- 3-5 years experince
- Demostrated experience or background working or in a financial institution.
- Excel experience

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer