MS Service Desk Analyst

2 weeks ago


Bengaluru, Karnataka, India NTT Full time

NTT is a global IT solutions and services organization that connects people, data, and things to build a more sustainable future.

In today's interconnected world, relationships are crucial. By uniting skilled individuals, top technology partners, and emerging innovators, we assist clients in overcoming significant technological, business, and societal obstacles.

With a focus on people, NTT is dedicated to attracting and nurturing top talent in an inclusive environment where everyone's input is valued.

Interested in joining our team?

The Senior Managed Services Service Desk Agent serves as the primary contact for clients and vendors, handling calls, chat requests, tickets, and mailbox management, and resolving resulting incidents or service requests with standard procedures.

Working at NTT

Key Responsibilities:

Receive, log, validate, and diagnose client requests across product and service offerings, meeting service level agreements Follow processes diligently, ensuring closure, and providing updates to clients Apply product and process knowledge to respond to tickets Strive for first call resolution using standard procedures or work instructions, and trigger knowledge articles when needed Conduct new hire training and knowledge transfer Update clients on pending requests and collaborate with resolver groups for timely updates Generate breach and aging reports for service desk tickets Identify process gaps and recommend improvements Escalate issues as needed and maintain high service quality

Skills and Attributes:

Driven individual passionate about IT Ability to escalate issues and resolve them methodically Strong communication and interpersonal skills Team player with attention to detail Effective in a 24X7 shift structure Familiarity with ITIL concepts and network technologies

Qualifications:

Technical Diploma or equivalent education Preferably ITIL v4 foundation knowledge

Experience:

Demonstrated relevant work experience in IT environment Preferably experience in Technology Industry and Call Centre

Skills Summary

Customer Service, First Call Resolution, Help Desk Support, ITIL, Troubleshooting

Workplace type:

On-site Working

Equal Opportunity Employer

NTT values diversity and is an Equal Opportunity Employer, committed to a discrimination-free workplace.

Embrace the opportunity to grow your career with us. Apply today.

A career at NTT offers:

Exposure to Fortune 500 clients and global technology partners Involvement in cutting-edge technology innovations and impactful work A supportive and progressive working environment that promotes well-being and development opportunities
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