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About the Role

The Senior Managed Services Service Desk Agent acts as an escalation point for clients and vendors, handling incidents and service requests through calls, chats, tickets, and mailbox management, while adhering to standard operating procedures.

Responsibilities

• Receives, logs, validates, and diagnoses client requests for products and services, adhering to SLAs using standard tools and processes.
• Follows processes diligently, ensuring continuous follow-up for closure and reporting.
• Utilizes Managed Services product and process knowledge to respond to tickets.
• Provides first call resolution where possible, following standard operating procedures.
• Identifies and flags the need for knowledge articles when relevant ones are not available.
• Conducts knowledge transfer and training for new hires.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups and other functions to ensure timely client updates.
• Produces breach and aging reports for service desk-opened tickets.
• Identifies gaps in current processes, procedures, and services, and recommends improvements.
• Uses sound judgment to escalate issues to a higher level.
• Maintains a professional level of service quality and ensures client satisfaction.

Requirements

• Ambitious self-starter passionate about IT.
• Skilled at using sound judgment to escalate issues.
• Methodical approach to ticket resolution.
• Skilled ability to interact with a variety of stakeholders.
• Demonstrates required integrity for 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 24x7 shift structure.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference, or Collaboration is an asset.

Skills

• ITIL concepts
• Network technologies (WAN, LAN, WLAN)
• Security
• Cloud
• Videoconference
• Collaboration

Location

• On-site

Work Type

• On-site Working

Experience Level

• Senior

Education Level

• Advanced general qualification in Technology (Technical Diploma) or equivalent
• Minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent (India specific)
• 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 Global 100.
• Committed to accelerating client success and positively impacting society through responsible innovation.
• A leading AI and digital infrastructure provider with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers, and application services.
• Offers consulting and industry solutions to help organizations move confidently and sustainably into the digital future.
• A Global Top Employer with experts in more than 70 countries.
• Provides clients access to a robust ecosystem of innovation centers and partners.
• Part of NTT Group, which invests over $3 billion annually in R&D.

Equal Opportunity

• NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity.
• Committed to providing an environment free of unfair discrimination and harassment.
• Does not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.