Service Desk Agent

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**
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**:

- 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.

**To thrive in this role, you need to have**:

- 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.

**Academic qualifications and certifications**:

- CompTIA A+
- CompTIA Network+
- Microsoft Azure Certifications
- ITILv4
- CCNA

**Required Technical Skills**:

- ** Troubleshooting**: Ability to diagnose and resolve common technical issues.
- ** Ticketing systems**:Familiarity with tools like ServiceNow.
- ** Remote support tools**:Experience with tools like RDP
- ** ITIL framework**: Knowledge of ITIL principles (especially Incident, Problem, and Request Management).

**Communication Skills**
- ** Clear verbal and written communication**: Explaining technical issues in a user-friendly way.
- ** Active listening**:Understanding user concerns without assumptions.
- ** Empathy and patience**: Handling frustrated users calmly and professionally.

**Problem-Solving Skills**
- ** Analytical thinking**:Breaking down issues to find root causes.
- ** Resourcefulness**:Using available tools and documentation to find solutions
- ** Prioritization**:Managing multiple tickets based on urgency and impact.

**Customer Service Skills**
- ** User-centric mindset**: Focusing on resolving issues efficiently and respectfully.
- ** Follow-up**:Ensuring issues are resolved and users are satisfied**Professionalism**:Maintaining a courteous and helpful attitude.

**Organizational Skills**
- ** Time management**:Handling multiple tasks without missing deadlines.
- ** Documentation**:
Keeping accurate records of issues and resolutions.
- ** Attention to detail**: Avoiding mistakes in ticket handling and communication.

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer**

**Third parties fraudulently posing as NTT DATA recruiters