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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.