Customer Care Specialist
1 month ago
Job Title: Senior Managed Services Service Desk Agent
About the Role:
We are seeking a highly skilled and experienced Senior Managed Services 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 technical support to our clients.
Key Responsibilities:
- Receive, log, and diagnose client requests, applying standard operating procedures and leveraging service level agreements.
- Provide timely updates to clients on pending requests or tickets, working closely with resolver groups and other functions.
- Produce breach and aging reports for tickets opened by the service desk, identifying gaps and shortcomings in current processes and providing recommendations for improvement.
- Use sound judgment to escalate issues to a higher level, ensuring a professional level of service quality and client satisfaction.
Requirements:
- Ambitious self-starter with a passion for IT, able to work under guidance and use sound judgment to escalate issues.
- Methodical approach to ticket resolution, with excellent verbal and written communication skills.
- Ability to work in a 24X7 shift structure, based on a defined roster, and interact with a variety of stakeholders.
- Financial/Accounting qualification or equivalent, and a graduate degree or equivalent.
- Solid demonstrated related work experience gained in a similar role within a Customer Care environment.
About NTT DATA:
NTT DATA is a $30+ billion trusted global innovator of business and technology services, serving 75% of the Fortune Global 100. We are committed to helping clients innovate, optimize, and transform for long-term success.
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.
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