Ms Client Service Desk Agent

2 weeks ago

Sydney, Australia NTT DATA Full time

**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.

NTT is seeking an experienced Managed Services Service Desk Agent who serves as a senior service desk resource and the primary 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.

**Key Responsibilities**:

- 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 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 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.

**Knowledge and Attributes**:

- 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.

**Academic Qualifications and Certifications**:

- 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.

Employee benefits

NTT DATA is a Global and Australian Top Employer and holds Family Friendly Workplace accreditation. We believe in bringing out the best in you by providing an environment and flexibility that enables you to thrive at work and at home.

As part of the NTT DATA family, here is a small sample of the benefits you will enjoy:

- Flexible and hybrid working
- Leave options that allow you to contribute to your community, study, or just take time to recharge.
- A parental leave policy that supports parents and carers.
- Income protection insurance
- A comprehensive wellbeing program and associated benefits

Everyone is welcome here

For us, diversity is a strength that is nurtured through an inclusive and fair environment. We’re committed to building a diverse workforce, including all and providing everyone with equal opportunities to thrive in their careers.

**Workplace type**:
Hybrid Working

**About NTT DATA**

**Equal Opportunity Employer

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