MS Service Desk Analyst
2 weeks ago
Job Description
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 today's 'iNTTerconnected' 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 world's 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.
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 processesDiligently follow processes, continuous follow-ups for closure and reportingUses Managed Services product and process knowledge along with discretion to respond to ticketsProvide 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 availableProvide new hire knowledge transfer and trainingProvide timely updates to clients, when requested, on any pending requests or ticketsWork closely with resolver groups, and other functions, to ensure timely updates are sent to the clientProduce breach and aging reports for tickets opened by the service deskIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementUse sound judgment to escalate an issue to a higher levelEnsure that a professional level of service quality is maintained and that clients are satisfiedKnowledge, Skills and Attributes:
Ambitious self-starter passionate about IT with the ability to work under guidanceAbility to use sound judgment to escalate an issue to a higher levelMethodical in approach to ticket resolutionDemonstrates ability to interact with a variety of stakeholdersDemonstrates required integrity to ensure excellent client service and retentionDemonstrates the attributes of professionalsTeam player with excellent attention to detail and client focussedExcellent and effective verbal and written communication skillsAbility to work in 24X7 shift structure, based on a defined rosterFamiliar with basic ITIL conceptsBasic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an assetAcademic Qualifications and Certifications:
Advanced general qualification in Technology (Technical Diploma) or equivalentIndia specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalentITIL v4 foundation knowledge is preferableRequired Experience:
Solid demonstrated related work experience gained in a similar role within an information technology environmentSolid demonstrable related work experience in the Technology Industry (e.g. Cisco RandS, FW, RSA, SOC etc.) and Call Centre environment is preferredSkills Summary
Customer Service, First Call Resolution, Help Desk Support, Information Technology Infrastructure Library (ITIL), Interpersonal Communication, TroubleshootingWorkplace type:
On-site WorkingEqual 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
Join our growing global team and accelerate your career with us. Apply today.
A career at NTT means:
Being part of a global pioneer – 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 – backed with a 150-year heritage of using technology for good. With 40% of the world's internet traffic running on our network and where Emoji were first invented, you can be proud of the group's many new 'firsts'.Making a difference – 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 – in a progressive 'Connected Working' 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 – with a personal and professional development plan and access to the broadest learning offerings in the industry. Apply from local Career site Apply from local Career site Back to search results-
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