Managed Services Client Service Desk Agent

5 months ago

Johannesburg, South Africa NTT Full time

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 Managed Services Service Desk Agent is the first point of contact for clients and vendors, responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.

**Working at NTT**

**Key Roles and Responsibilities**:

- Uses Managed Services 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. 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 aging reports for tickets opened by the service desk
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Use sound judgment to escalate an issue to a higher level
- Ensure that a professional level of service quality is maintained and that clients are satisfied

**Knowledge, Skills and Attributes**:

- Ambitious self-starter passionate about IT with the ability to work under guidance Ability to use sound judgment to escalate an issue to a higher level
- 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
- Demonstrates the attributes of professionals
- Excellent attention to detail and client focussed
- Strong and effective verbal and written communication skills
- Ability to work in 24X7 shift structure, based on a defined roster
- Familiar with basic ITIL concepts
- Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

**Academic Qualifications and Certifications**:

- General Qualification in Technology (Technical Diploma) or equivalent
- India specific - A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
- Basic ITIL know-how is preferable

**Required Experience**:

- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

**Skills Summary**

Negotiation

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

**Workplace type**:
Hybrid Working

**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.

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