Ms Service Desk Agent

5 days ago

Mumbai, India NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

Job Profile Summary

Radford reference:
"Responds to in-bound, routine customer telephone inquiries regarding products, services, order status, and other general questions. Typically uses scripted dialogue and may escalate inquiry to product support, billing, sales or return/repair. Logs calls and updates customer account records. At higher levels, may be asked to provide responses to submitted questions through out-bound calling. Survey Tip: Employees reported to this position are typically first tier customer support, with a narrow scope of responsibility."

**Working at NTT**
- Job Description

We are currently looking for a **Service Desk Agent** to support the business in achieving its strategic objectives.

In this role, you will be the first line of contact for clients that use NTT’s services and you will play an important role in ensuring that a quality professional level of service is maintained and that clients are satisfied.

This is a great opportunity for an individual who has a real passion for technology and is looking for a foundation role to start their IT career with a multinational organization. A strong interest in IT and the desire to learn and develop within the industry will help you succeed in this role.

**What we expect you to do**
- Provide first point of contact for all calls into the service desk
- Log Incidents into a Service Management Database and provide Level 1 Service Desk support
- Diagnosing and resolving or escalating our client's queries
- Diagnosis and implementation of short term fixes and escalation for second level support as required
- Analyse incidents to identify root cause of problems and escalate via the call management system to appropriate resources
- Ensure proper documentation is completed and call-logging system is accurately maintained for all incidents and service requests logged
- Actively monitor the level of open incidents and ensure these are kept up to date
- Continuously look for ways to improve and enhance service delivery for optimum client satisfaction
- Ensure the Service Level Agreement is being met or exceeded by providing excellent customer service
- Provide case status updates to our clients and affected end users
- Maintain a knowledge base recording Problems and Known Error data, resolutions and workarounds
- Learn, advocate and execute NTT’s global processes and procedures

**What will make you a good fit for the role?**

**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.

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