Managed Services Client Service Desk Agent

3 weeks ago

Johannesburg, South Africa 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**

The Managed Services Service Desk Agent is a senior service desk resource and the first 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.

The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

**What you'll be doing**

**Key Responsibilities**:

- Uses Managed Services product and process knowledge along with discretion to respond to tickets.
- Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
- Flags the need for such content, when relevant articles are not available
- Provides timely updates to clients, when requested, on any pending requests or tickets.
- Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
- Produces breach and aging reports for tickets opened by the service desk.
- Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
- Uses sound judgment to escalate an issue to a higher level.
- Ensures that a professional level of service quality is maintained and that clients are satisfied.

**Knowledge and Attributes**:

- Ambitious self-starter who is passionate about IT.
- Solid expertise at using sound judgment to escalate an issue to a higher level.
- Methodical in approach to ticket resolution.
- Demonstrates an ability to interact with a variety of stakeholders.
- Demonstrates required integrity to ensure excellent client service and retention.
- Team player with excellent attention to detail and client focused.
- Effective verbal and written communication skills.
- Ability to work in 24X7 shift structure, based on a defined roster.
- Familiar with ITIL concepts.
- Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.**Academic Qualifications and Certifications**:

- Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
- 1-2 years experience in Service Desk (Catching and Dispatching) or similar role.
- ITIL v4 foundation certification and knowledge is preferable.
- A+
- N+
- Knowledge of Network and Security technologies.
- Client engagement experience
- AZ-900
- MS-900
- AI-900

**Required Experience**:

- Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.- Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks or assignments that are moderately difficult.

**Problem solving**:

- Requires judgment in resolving issues in specific situations or in making recommendations to resolve varied but similar problems.

**Interaction**:

- May initiate contact to collaborate on procedures or resolve mutual problems.
- Conveys basic technical or factual information to colleagues or clients.

**Impact**:

- Work has immediate to short term impact on department or team.

**Accountability**:

- Accountable for quality and timelines of own deliverables, normally receiving little instruction on daily work with general instructions given on newly introduced assignments.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer

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