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Senior Managed Services Client Service Desk Agent
2 months ago
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.
Job Summary
The Senior Managed Services Client Service Desk Agent is a skilled service desk resource and is responsible for acting as the escalation 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 Senior Managed Services Client 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.
- Diligently follows processes, continuous follow-ups for closure and reporting.
- 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.
- Triggers knowledge articles requirement, or flags the need for such content, when relevant articles are not available.
- Provides new hire knowledge transfer and training.
- 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.
- Skilled at using sound judgment to escalate an issue to a higher level.
- Methodical in approach to ticket resolution.
- Demonstrates a skilled 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.
- 2-3 years experience in Client Service Desk.
- ITIL v4 foundation certification and knowledge is preferable.
- Experience in FCR (First Call Resolution).
- ITSM experience
- Client engagement experience a must
- Remote Desktop experience
- Knowledge of Active Directory
- Troubleshooting Microsoft Outlook
- EUC experience
Workplace type:
Hybrid Working
