Managed Services Service Desk Coordinator

Found in: beBee S IN - 1 month ago

Bangalore, India NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Your career here is about believing in yourself, and taking on great opportunities and new challenges.Itâs about growing your skills and expertise in your current role and preparing yourself for the future.  Thatâs why we encourage you to take every opportunity to grow your career within our great global team.

Are you ready to take the next step in your career?

The Managed Services Service Desk Agent is the first point of contact for clients and vendors, 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.

What you'll be doing

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
  • 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. Flag the need for such content, when relevant articles are not available
  • 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
  • Excellent attention to detail and client focussed
  • Strong 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:

  • General Qualification in Technology (Technical Diploma) or equivalent
  • India specific â A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
  • Basic ITIL know-how is preferable


Required Experience:

  • Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

Skills Summary

Negotiation

What will make you a good fit for the role?

Workplace type:

Hybrid Working

Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

  • #13379 # 1 # Service Desk Coordinator

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India Qualitest Full time

    Job Description: Service Desk Coordinator will coordinate the Service Desk activities and tasks, being responsible for coordinating consistent response, communication and delivery of Service Desk-based activities. In this role, some of the key responsibilities will be to: • Open and review Service Desk Calls; ensuring the customer provides an appropriate...

  • Service Desk Coordinator.

    Found in: Whatjobs IN C2 - 1 day ago

    bangalore, India Innovatia Full time

    Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the...

  • Service Desk Manager

    Found in: Whatjobs IN C2 - 3 weeks ago

    Mumbai,Bangalore, India Mobile Programming LLC Full time

    Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve...

  • Service Desk Manager

    Found in: Adzuna IN C2 - 2 weeks ago

    Mumbai/Bangalore, Maharashtra, India Mobile Programming LLC Full time

    Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency...

  • Service Desk Manager

    Found in: Whatjobs IN C2 - 4 days ago

    Mumbai/Bangalore, India Mobile Programming LLC Full time

    Notice Period: Immediate to 15 Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve...

  • Service Desk Manager

    Found in: Whatjobs IN C2 - 1 week ago

    Bangalore, India RapidBraiins Full time

    Responsibilities: - Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency and...

  • Service Desk Manager

    Found in: Adzuna IN C2 - 1 week ago

    Bangalore, Karnataka, India RapidBraiins Full time

    Responsibilities:- Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency and...

  • Service Desk Manager

    Found in: Whatjobs IN C2 - 4 days ago

    Bangalore, India RapidBraiins Full time

    Responsibilities: - Oversee the daily operations of the service desk team, ensuring timely and effective resolution of user issues and requests.- Manage and prioritize service desk tickets, assigning tasks to team members and monitoring progress to meet SLA targets.- Develop and implement service desk processes and procedures to improve efficiency and...

  • Global Service Desk Manager | Bangalore

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India Michael Page Full time

    18+ years scaling global service desk operations for global organizations Techno-managerial leader willing to work in a multi-time zone model About Our Client Our client is a leading financial services institution headquartered in UK who is looking to scale their technology team in India. Job Description The role holder will be...

  • Service Desk Engineer

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India Hi Tech Informatics Pvt Ltd Full time

    Hi we are looking for Service Desk Engineer in Bangalore Location. Required : Male Candidates. Qualification: Any Qualification. Sr.NoActivities 1Provide a single point of contact for the agreed IT infrastructure management. 2Develop and maintain Service Desk Operational Procedures, Processes & Documentations. 3Monitor the Service Desk tool for open and...

  • Service Desk Analyst I

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India StoneX Full time

    Overview Job Summary: The Service Desk Analyst delivers maintenance for a primary incident solution, and it is reported to the centralized division of service desk. Usually, responsibilities include initial test, allocation of the task, research, and resolution of primary incidents and requests concerning the use of application software...

  • Service Desk Engineer

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India Eurofins Full time

    Job Description Title : IT Service Desk Agent Eurofins is seeking a self-motivated and enthusiastic candidate for the entry-level IT Service Desk Agent position. The primary responsibilities of this role will encompass a combination of phone, email, and interactive chat support for local and nationwide customers from our laboratories. You...

  • Service Desk Management

    2 weeks ago

    Pune, Bengaluru / Bangalore, India 2COMS Consulting Private Limited Full time

    Hi,The positions below are open for one of our MNC Clients for Bangalore Location.About The Client-Our Client is a global professional services company with leading capabilities in digital, cloud, and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations...

  • Service Desk Specialist

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India Bahwan Cybertek Group Full time

    Service Desk/Desktop Administrator Work Location: Chennai/Bangalore Work Mode: Hybrid Work Time : 24*7 - rotational Duties: Answer the IT Service Desk voice line. Monitor tickets/requests submitted to our Request Portal. Diagnose and resolve software and hardware problems for BCT in a timely, ...

  • Service Desk Analyst

    Found in: Whatjobs IN C2 - 2 weeks ago

    bangalore, India HARMAN International Full time

    HARMAN’s engineers and designers are creative, purposeful and agile. As part of this team, you’ll combine your technical expertise with innovative ideas to help drive cutting-edge solutions in the car, enterprise and connected ecosystem. Every day, you will push the boundaries of creative design, and HARMAN is committed to providing you with the...

  • Service Desk

    2 weeks ago

    Bengaluru / Bangalore, India Tekskills India Private Limited Full time

    Dear Candidate,Greetings from Tekskills India Pvt Ltd (CMMI Level3 Company) !!!Pleasure mailing you ! We have an immediate job requirement. Below are the job details, please go through below job description.If you are suitable and interested, please send your updated word resume inline to the JD & share the below submission details. Job Description:Service...

  • Entry Service Desk Specialist

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India CDM Smith Full time

    Resolves end user software and hardware related incidents and service requests. Troubleshoots incidents using collaborative tools. Escalates and assigns incidents to other Information Technology (IT) staff members and ensures timely resolution of service requests. • As a member of this team, you would contribute to CDM Smith's mission by: • Troubleshoots...

  • Service Desk Analyst

    2 weeks ago

    Bengaluru / Bangalore, India Macropace Technologies Full time

    Responding to queries from clients, end users, and the organization on the phone, via email, in person. • Managing and prioritizing help desk tickets • Generating sign ins for new hires during the onboarding process • Determining the best solution based on the issue and details provided by customers • Providing IT networks and customer services to...

  • Senior Manager, IT

    Found in: Whatjobs IN C2 - 1 week ago

    bangalore, India Baxter Full time

    This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter's products and therapies are found...

  • Service Desk Analyst

    Found in: Whatjobs IN C2 - 3 weeks ago

    bangalore, India ECI Full time

    ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their...