Want to be a part of our team
The Senior Managed Services Service Desk Agent acts as the escalation 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. This role applies standard operating procedures, in line with expectations of the role.
Working at NTT
Key Roles and Responsibilities:
- Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
- Diligently follow processes, continuous follow-ups for closure and reporting
- Uses Managed Services product and process knowledge along with discretion to respond to tickets
- Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Trigger knowledge articles requirement, or flag the need for such content, when relevant articles are not available
- Provide new hire knowledge transfer and training
- Provide timely updates to clients, when requested, on any pending requests or tickets
- Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
- Produce breach and aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied
Knowledge, Skills and Attributes:
- Ambitious self-starter passionate about IT with the ability to work under guidance
- Ability to use sound judgment to escalate an issue to a higher level
- Methodical in approach to ticket resolution
- Demonstrates ability to interact with a variety of stakeholders
- Demonstrates required integrity to ensure excellent client service and retention
- Demonstrates the attributes of professionals
- Team player with excellent attention to detail and client focussed
- Excellent and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster
- Familiar with basic ITIL concepts
- Basic 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
- India specific A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
- ITIL v4 foundation knowledge is preferable
Required Experience:
- Solid demonstrated related work experience gained in a similar role within an information technology environment
- Solid demonstrable related work experience in the Technology Industry (e.g. Cisco RandS, FW, RSA, SOC etc.) and Call Centre environment is preferred
Skills Summary
Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, Troubleshooting
Workplace type:
On-site Working
Equal Opportunity Employer
NTT 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, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category
