Managed Services Client Service Desk Specialist
2 weeks ago
NTT DATA is seeking a highly skilled Managed Services Client Service Desk Agent to join our team. As a key member of our service desk, you will be the first point of contact for clients and vendors, providing exceptional support and resolving issues in a timely and professional manner.
Key Responsibilities:- Receive, log, and diagnose client requests, applying agreed service level agreements and leveraging standard tools, platforms, and processes.
- Use Managed Services product and process knowledge to respond to tickets, providing first call resolution where possible.
- Flag the need for additional content when relevant articles are not available.
- Provide timely updates to clients on 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 current processes, procedures, services, and provide recommendations for improvement.
- Use sound judgment to escalate issues to a higher level.
- Maintain a professional level of service quality and ensure client satisfaction.
- Ambitious self-starter with a passion for IT.
- Solid expertise in using sound judgment to escalate issues.
- Methodical approach to ticket resolution.
- Ability to interact with various stakeholders.
- Required integrity to ensure excellent client service and retention.
- Team player with excellent attention to detail and client focus.
- Effective verbal and written communication skills.
- Ability to work in a 24X7 shift structure, based on a defined roster.
- Familiarity with ITIL concepts.
- Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference, or Collaboration is an asset.
- 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
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.
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, color, 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.
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