MS Service Desk Agent at NTT Ltd

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

19 Jan, 26

Salary

0.0

Posted On

21 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Service, ITIL Concepts, Network Technologies, Communication Skills, Attention to Detail, Team Player, Problem Solving, Ticket Resolution, Discretion, Judgment, Diversity and Inclusion, Technical Excellence, Service Level Agreements, Collaboration, Incident Management, Service Requests

Industry

IT Services and IT Consulting

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 (MS) Service Desk Agent is a 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 MS 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. 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: ITIL v4 foundation certification and knowledge is preferable. Desired experience: Demonstrable related work experience in the Technology Industry and Call Center environment is preferred. Workplace type: 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. Third parties fraudulently posing as NTT DATA recruiters NTT DATA recruiters will never ask job seekers or candidates for payment or banking information during the recruitment process, for any reason. Please remain vigilant of third parties who may attempt to impersonate NTT DATA recruiters—whether in writing or by phone—in order to deceptively obtain personal data or money from you. All email communications from an NTT DATA recruiter will come from an @nttdata.com email address. If you suspect any fraudulent activity, please contact us. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT family and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. You’ll be joining a global employer that is committed to attracting, growing and keeping the best talent. A place where you will be at the heart of our success!

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Responsibilities

The MS Service Desk Agent is responsible for receiving, logging, validating, and diagnosing client requests across a range of products and services. They ensure timely updates to clients and work closely with resolver groups to maintain service quality.