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Ms Service Desk Coordinator
2 weeks ago
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?**
Responds to inbound, 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.
Log calls and updates customer account records.
At higher levels, may be asked to provide responses to submitted questions through outbound calling.
**Working at NTT**
- We are currently looking for a** Service Desk Coordinator **to support the business in achieving its strategic objective.
- Uses MS 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. Build knowledge articles, or 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 ageing reports for tickets opened by the service desk.
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement.
**What will make you a good fit for the role?**
**Academic Qualifications and experience**:
- Bachelor’s or higher level degree
- A moderate number of years work experience with good communication skills.
- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred.
**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
**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.
