Managed Services Client Service Desk Specialist
3 weeks ago
About the Role
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.
Key Responsibilities:
- Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
- 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.
Requirements:
- 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.
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA 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, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.
-
Managed Services Client Service Desk Specialist
4 weeks ago
Johannesburg, Gauteng, South Africa NTT Full timeJob Title: Managed Services Client Service Desk AgentNTT is seeking a highly skilled and experienced Managed Services Client Service Desk Agent to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Receive, log, and diagnose client...
-
Managed Services Client Service Desk Specialist
4 weeks ago
Johannesburg, Gauteng, South Africa NTT Full timeMake an Impact with NTT DATANTT DATA is a global leader in business and technology services, serving 75% of the Fortune Global 100. We're committed to helping clients innovate, optimize, and transform for long-term success.About the RoleThe Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and...
-
Service Desk Specialist
2 months ago
Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full timeJob Summary:We are seeking a highly skilled Service Desk Specialist to join our team at Liham Consulting Pty (Ltd). As a key member of our IT department, you will be responsible for providing exceptional technical support and troubleshooting services to our clients.Key Responsibilities:Respond to service requests and incidents in a timely and efficient...
-
Johannesburg, Gauteng, South Africa NTT DATA Full timeJob Title SummaryOverview of the JobThe Managed Services Client Service Desk Agent plays a pivotal role as the first point of contact for clients and vendors, addressing their inquiries, incidents, or service requests in a timely and professional manner.Key ResponsibilitiesReceiving and logging client requests, validating and diagnosing issues, and providing...
-
Johannesburg, Gauteng, South Africa NTT Full timeAbout the RoleWe are seeking a highly skilled Senior Managed Services Client Service Desk Agent to join our team at NTT DATA. As a key member of our service desk team, you will be responsible for providing exceptional customer service and support to our clients.Key ResponsibilitiesReceive, log, and diagnose client requests, applying agreed service level...
-
Service Desk Manager
3 weeks ago
Johannesburg, Gauteng, South Africa IOCO Full timeService Desk ManagerWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams in delivering exceptional service to our clients.The ideal candidate will have a proven track record of managing high-performing teams, implementing process improvements, and driving business growth.Key Responsibilities:Develop and implement service...
-
Service Desk Specialist
3 weeks ago
Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full timeJob Title: Service Desk AgentAt Liham Consulting Pty (Ltd), we are seeking a highly skilled and experienced Service Desk Agent to join our team.Key Responsibilities:Respond to service requests and incidents reported via various channels.Provide first-line technical support and troubleshooting for hardware, software, and network-related issues.Assist users...
-
Service Desk Manager
1 month ago
Johannesburg, Gauteng, South Africa IOCO Full timeJob Title: Service Desk ManagerWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implement and manage change initiatives to...
-
Service Desk Manager
2 months ago
Johannesburg, Gauteng, South Africa IOCO Full timeService Desk Manager Job DescriptionWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams.This role is ideal for a motivated and organized individual who can effectively manage and prioritize tasks, lead a team, and drive process improvements.Key Responsibilities:Develop and implement change...
-
Service Desk Manager
2 months ago
Johannesburg, Gauteng, South Africa IOCO Full timeWe are seeking a highly skilled and experienced Service Desk Manager to join our team at IOCO. As a key member of our Application Support team, you will be responsible for providing exceptional support to our clients and ensuring the smooth operation of our IT systems.The ideal candidate will have a proven track record of managing IT service desks, with a...
-
Service Desk Mandarin Specialist
1 month ago
Johannesburg, Gauteng, South Africa The Legends Agency Full timeService Desk Agent Mandarin SpeakingJob Summary:The Legends Agency is seeking a skilled Service Desk Agent fluent in Mandarin to provide timely and effective support to our Mandarin-speaking clients. As a key member of our IT Solutions team, you will be responsible for handling incoming service requests and incidents, accurately logging and categorizing...
-
Service Desk Support Specialist
2 months ago
Johannesburg, Gauteng, South Africa Liham Consulting Pty (Ltd) Full timeJob SummaryWe are seeking a highly skilled Service Desk Agent to join our team at Liham Consulting Pty (Ltd). As a key member of our IT support team, you will be responsible for providing exceptional technical support and troubleshooting services to our clients.Key ResponsibilitiesRespond to service requests and incidents reported via various channels,...
-
IT Service Desk Manager
2 weeks ago
Johannesburg, Gauteng, South Africa IOCO Full timeWe are seeking a highly skilled Service Desk Manager to lead our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implementing and managing change to improve service deliveryDeveloping,...
-
Service Desk Mandarin Specialist
2 months ago
Johannesburg, Gauteng, South Africa The Legends Agency Full timeService Desk Agent Mandarin SpeakingWe are seeking a dedicated and experienced Service Desk Agent fluent in Mandarin to join our team at The Legends Agency.The ideal candidate will have 13 years of service desk experience, excellent people and communication skills, and be able to handle a range of responsibilities including catching, dispatching, and general...
-
IT Service Desk Manager
3 weeks ago
Johannesburg, Gauteng, South Africa IOCO Full timeWe are seeking a skilled IT Service Desk Manager to support our Application Support teams across multiple work streams. The ideal candidate will be a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key Responsibilities:Implementing and managing change to improve service deliveryDeveloping,...
-
Service Desk Mandarin Specialist
2 months ago
Johannesburg, Gauteng, South Africa The Legends Agency Full timeService Desk Agent Mandarin SpeakingWe are seeking a dedicated and experienced Service Desk Agent fluent in Mandarin to join our team at The Legends Agency.Key Responsibilities:Handle incoming service requests and incidents from Mandarin-speaking users.Accurately log and categorize issues in the service management system.Prioritise and escalate issues as...
-
IT Service Desk Expert
2 months ago
Johannesburg, Gauteng, South Africa Elite Search and Selection Full timeJob DescriptionWe are seeking a highly skilled Technical Support Specialist to join our team at Elite Search and Selection. As a key member of our organization, you will be responsible for providing exceptional technical support to our clients.Key Responsibilities:Communication Skills: Excellent communication skills are essential for this role, as you will...
-
Service Desk Manager
2 weeks ago
Johannesburg, Gauteng, South Africa IOCO Full timeWe are seeking a skilled Service Desk Manager to lead our Application Support teams across multiple work streams.This role is ideal for a high-energy achiever, leader, and planner who can own the standard operating procedure model for the Service Desk.Key responsibilities include:Implementing and managing change to improve efficiency and...
-
Service Desk Specialist Italian Language
1 month ago
Johannesburg, Gauteng, South Africa The Legends Agency Full timeService Desk Agent Italian Speaking Competitive Salary Sandton Johannesburg The Legends Agency is seeking a dedicated and experienced Service Desk Agent fluent in English and Italian to join their team. The ideal candidate will have 13 years of service desk experience, excellent people and communication skills, and be able to handle a range of...
-
Mandarin Speaking Service Desk Specialist
3 weeks ago
Johannesburg, Gauteng, South Africa The Legends Agency Full timeService Desk Agent Mandarin SpeakingWe are seeking a skilled Service Desk Agent fluent in Mandarin to provide exceptional support to our clients.Key Responsibilities:Handle incoming service requests and incidents from Mandarin-speaking users.Accurately log and categorize issues in the service management system.Prioritize and escalate issues as necessary,...
