Continue to make an impact with a company that is pushing the boundaries of what is possible.
At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society.
Our workplace embraces diversity and inclusion – it's a place where you can continue to grow, belong, and thrive.
Your career here is about believing in yourself and seizing new opportunities and challenges.
It's about expanding your skills and expertise in your current role and preparing yourself for future advancements.
That's why we encourage you to take every opportunity to further your career within our great global team.
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.
Key responsibilities
Receives, logs, validates and diagnoses client requests for the full range of products and services offered, applying agreed service level agreements with standard tools, platforms, and processes.
Uses Managed Services product and process knowledge along with discretion to respond to tickets.
Provides client with first-call resolution where possible, leveraging standard operating procedures or work instructions.
Flags the need for such content when relevant articles are not available.
Provides timely updates to clients when requested on any pending requests or tickets.
Works closely with resolver groups and other functions to ensure timely updates are sent to the client.
Produces breach and aging reports for tickets opened by the service desk.
Identifies gaps and shortcomings in current processes, procedures, services and provides recommendations for improvement.
Uses sound judgment to escalate an issue to a higher level.
Ensures that a professional level of service quality is maintained and that clients are satisfied.
To thrive in this role, you need to have
Ambitious self-starter who is passionate about IT.
Solid expertise at using sound judgment to elevate an issue.
Methodical approach to ticket resolution.
Demonstrated ability to interact with a variety of stakeholders.
Integrity to ensure excellent client service and retention.
Team player with excellent attention to detail and client focus.
Effective verbal and written communication skills.
Ability to work in a 24×7 shift structure based on a defined roster.
Familiarity with ITIL concepts.
Sufficient knowledge of network technologies (WAN, LAN, WLAN), security, cloud, video-conference or collaboration is an asset.
Academic qualifications and certifications
Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
ITIL v4 foundation certification and knowledge is preferable.
Required experience
Demonstrable related work experience in the technology industry and call-center environment is preferred.
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Workplace type
Hybrid Working
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.
Accelerate your career with us.
Apply today.
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