IMACD Coordinator

Job Description

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:

Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processesDiligently follow processes, continuous follow-ups for closure and reportingUses Managed Services product and process knowledge along with discretion to respond to ticketsProvide new hire knowledge transfer and trainingProvide timely updates to clients, when requested, on any pending requests or ticketsWork closely with resolver groups, and other functions, to ensure timely updates are sent to the clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementUse sound judgment to escalate an issue to a higher levelEnsure 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 guidanceAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsTeam player with excellent attention to detail and client focussedExcellent and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined rosterFamiliar with basic ITIL conceptsBasic 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 equivalentA minimum of 13 years of education with a diploma in IT or a graduate degree or equivalentITIL v4 foundation knowledge is preferableITSM experience advantageous.

Required Experience:

Solid demonstrated related work experience gained in a similar role within an information technology environmentSolid demonstrable related work experience in the Technology Industry (e.g. Cisco RandS, FW, RSA, SOC etc.) and Call Centre environment is preferred3-5 years experinceDemostrated experience or background working or in a financial institution.Excel experience

Workplace type:

Hybrid 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.

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