Service Desk Agent

2 weeks ago

Port Elizabeth, Eastern Cape, South Africa NTT DATA Full time

Job Overview

NTT DATA is seeking a skilled Service Desk Agent to join our team. As a key member of our Managed Services team, you will be 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.

Key Responsibilities

  • Receive, log, validate and diagnose client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
  • Use 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

Requirements

  • 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 and IT Solutions (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

Education and Experience

  • General Qualification in Technology (Technical Diploma) or equivalent
  • A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
  • Basic ITIL know-how is preferable
  • Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

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.

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