Integrated Services

4 days ago

Hyderabad Telangana, India NTT DATA Full time

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

This role provides first line support to resolve customer queries, complaints, basic problem resolution, to triage the ticket to respective resolver groups and also operates under the close supervision whilst following standard operating procedures.

The Integrated Services - Service Desk Technician (L1) achieves their service desk function through dedicated ITIL processes such as incident management and problem management and provides effective communications and is responsible for upkeeping information in CMDB and ensuring all operations are done according to the set KPI, policy and procedures.

**What you'll be doing**

**Key Responsibilities**:

- Provides an administrative support service to the Managed Services Client Service Desk team.
- Provides entry level administrative tasks as required by the team.
- Ensure the correct escalation procedure is followed on all critical calls and requests.
- May be responsible for receiving, validating, and logging client requests, capturing the detail of the request.
- Assists with analyzing and interpreting escalation requests to ensure the correct categorization and prioritization.
- Ensures all relevant documents related to the tickets / requests are maintained, including the client’s information.
- Performs any other related task as required.

**Knowledge and Attributes**:

- Ambitious self-starter with the ability to work under general direction.
- Ability to use sound judgment to escalate an issue to a higher level.
- Displays a methodical in approach to ticket resolution.
- Demonstrates ability to interact with a variety of stakeholders.
- Demonstrates required integrity to ensure excellent client service and retention.
- Good attention to detail and client focused.
- Strong and effective verbal and written communication skills.
- Ability to work in 24X7 shift structure, based on a defined roster as required.

**Academic Qualifications and Certifications**:

- High School Certification or diploma or equivalent.

**Required Experience**:

- Basic to moderate level years of experience
- Basic to moderate level experience level in the Technology Industry and Call Centre environment

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer

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