MS Service Desk

at  NTT Data

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.

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:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

REQUIRED EXPERIENCE:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.
  Workplace type:
  Hybrid Working

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.