Managed Services Client Service Desk Agent

3 weeks ago

Johannesburg, South Africa NTT Full time
JOB DESCRIPTION

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.

What you'll be doing

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. 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.


Knowledge and Attributes:

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:

Qualification in Technology (Technical Diploma) or equivalent qualification. ITIL v4 foundation certification and knowledge is advantageous.


Required Experience:

Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type:

Hybrid Working

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. Apply today.

  • Managed Services Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    3 weeks ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    1 week ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **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...

  • Senior Managed Services Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT DATA Full time

    **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 Client Service Desk Agent

    1 week ago

    Johannesburg, South Africa NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin 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...

  • Managed Services Client Service Desk Specialist

    4 weeks ago

    Johannesburg, Gauteng, South Africa NTT Full time

    Job Title: Managed Services Client Service Desk AgentNTT is seeking a highly skilled and experienced Managed Services Client Service Desk Agent to join our team. As a key member of our service desk, you will be responsible for providing exceptional customer service and technical support to our clients.Key Responsibilities:Receive, log, and diagnose client...

  • Senior Managed Services Client Service Desk Agent

    6 days ago

    Johannesburg, South Africa NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin 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...

  • Senior Managed Services Client Service Desk Agent

    2 months ago

    Johannesburg, South Africa NTT Full time

    JOB DESCRIPTION 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...

  • Managed Services Client Service Desk Professional

    1 week ago

    Johannesburg, Gauteng, South Africa NTT DATA Full time

    Job Title SummaryOverview of the JobThe Managed Services Client Service Desk Agent plays a pivotal role as the first point of contact for clients and vendors, addressing their inquiries, incidents, or service requests in a timely and professional manner.Key ResponsibilitiesReceiving and logging client requests, validating and diagnosing issues, and providing...

  • Service Desk Agent

    5 months ago

    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK AGENT DUTIES AND RESPONSIBILITIES: - Incident Handling: Ticket Resolution: Receive, log, and categorize incidents and service requests. Troubleshooting: Diagnose and resolve technical issues or escalate them to the appropriate support groups. - Customer Interaction. User Support: Provide frontline support to end-users, addressing...

  • Managed Services Client Service Desk Specialist

    3 weeks ago

    Johannesburg, Gauteng, South Africa NTT Full time

    About the RoleThe 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...

  • Managed Services Client Service Desk Agent

    5 months ago

    Johannesburg, South Africa NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • IT Service Desk Supervisor

    5 months ago

    Johannesburg, South Africa Tsebo Group Full time

    **About Us**: As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients **reduced costs, risk and complexities** together with **increased quality, efficiency and productivity**. We specialise in **Catering**, **Facilities Management**, **Cleaning and Hygiene**, **Pest Control**, **Protection**, **Energy**,...

  • Service Desk Agent

    4 months ago

    Johannesburg, South Africa iOCO Full time

    JOBNUMBER **iOCO02978** - CONTRACT TYPE **Contract** - STATE/PROVINCE **Gauteng** - CONTRACT TYPE: **OnSite** **The Role**: Are you passionate about delivering exceptional customer service and providing technical support? We're seeking a highly motivated and customer-oriented Service Desk Agent to join our dynamic team at iOCO. As a Service Desk Agent,...

  • IT Service Desk Agent

    5 months ago

    Johannesburg, South Africa TradeLink Retail Systems Pty Ltd Full time

    Urgently looking for IT Service Desk Agents **Requirements**: Matric Certificate IT Qualification 3 - 5 Years in a similar role Experience working on JIRA System Excellent communication skills **Salary**: R11,000.00 - R13,000.00 per month Ability to commute/relocate: - Johannesburg, Gauteng: Reliably commute or planning to relocate before starting...

  • Managed Services Client Service Desk Specialist

    4 weeks ago

    Johannesburg, Gauteng, South Africa NTT Full time

    Make an Impact with NTT DATANTT DATA is a global leader in business and technology services, serving 75% of the Fortune Global 100. We're committed to helping clients innovate, optimize, and transform for long-term success.About the RoleThe Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and...

  • Service Desk Manager

    5 months ago

    Johannesburg, South Africa Pink Elephant Full time

    JOB TITLE - SERVICE DESK MANAGER The Service Desk Manager/Lead is responsible for leading and managing the Service Desk. DUTIES AND RESPONSIBILITIES: - Team Leadership: Supervise and lead a team of service desk agents, providing guidance, support, and coaching. Foster professional development through training programs, mentoring, and performance...