Managed Services Service Desk Coordinator

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 management and operation of one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. (SFIA - Stakeholder management: Level 1)

Their primary objective is to receive and handle the service requests of specific client bases in Dimension Data, following agreed procedures. They allocate calls, logging incidents and service requests and maintaining relevant records.

**Working at NTT**

**Stakeholder engagement**:
**Internal**: Service Desk, Incident Management, Event Management, Change Management

**External**: Clients

**Value Chain Linkage**:

- TBC

**Skills and attributes**:
**Customer service support**

Receives and handles requests for service, following agreed procedures. Promptly allocates calls as appropriate. Logs incidents and service requests and maintains relevant records.

**Network support**

Assists in investigation and resolution of network problems. Assists with specified maintenance procedures.

**Incident management**

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.

**IT infrastructure**

Contributes, under instruction, to system operation.

**Work Outputs**:
**Logging**

The Service Delivery Service Desk Co-ordinator receives client requests and at times they may be required to perform first line fault diagnostics on client networks and servers. They log these faults with the relevant customer management system.

**Escalation**

These employees ensure the correct escalation procedure is followed on all critical calls and requests. They assist with analysing and interpreting the request to ensure the correct categorisation and prioritisation.

**Resolution**

The Service Delivery Service Desk Co-ordinator works closely with his/her colleagues to ensure the swift resolution of faults. They ensure that the user is kept updated on the progress in relation to the resolution of the fault.

**Documentation**

Service Delivery Service Desk Co-ordinators ensure that all relevant documents related to the fault are maintained. They keep accurate records of the fault, including the client’s information.

**Client satisfaction**

Service Delivery Service Desk Co-ordinators play an important role in maintaining high levels of client satisfaction. By communicating in a professional manner, they provide updates and ensure that clients are aware of the actions that are being undertaken on their behalf. They have the ability to diagnose network and server faults and display the required integrity to ensure excellent client service.

**Next career steps**:

- Service Desk Administrator

**Education required**:

- Degree Graduation

**Work experience required**:

- At least 1-2 years in a service desk role within an ICT service provider or contact centre environment
- Demonstrated client service experience

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

**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.