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About the Role

The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors, responsible for handling incidents and service requests through calls, chat, or tickets.

Responsibilities

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for 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 the 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.

Requirements

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to escalate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.
• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Work Type

• Hybrid Working

Experience Level

• Senior

Education Level

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

About the Company

• NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune 100.
• We are committed to accelerating client success and positively impacting society through responsible innovation.
• We are one of the world’s leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services.
• Our consulting and industry solutions help organizations and society move confidently and sustainably into the digital future.
• As a Global Top Employer, we have experts in more than 70 countries.
• We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.
• NTT DATA is part of NTT Group, which invests over $3 billion each year in R&D.

Equal Opportunity

• 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.