MS Service Desk Agent

About the Role

Join NTT DATA, a global leader known for technical excellence and innovation, as a senior Managed Services Service Desk Agent. This position functions as the primary contact point for clients and vendors, handling incoming requests via calls, chat, tickets, and mailbox management. You will investigate, diagnose, and address incidents and service requests using established operating procedures.

Key Responsibilities

• Receive, log, validate, and diagnose client inquiries across a broad range of services and products in accordance with agreed service levels using standardized tools and processes.
• Apply Managed Services knowledge and discretion to respond effectively to tickets.
• Aim for first-call resolution by utilizing standard procedures and documented instructions.
• Identify gaps when knowledge base articles or relevant documentation are missing and highlight these needs.
• Keep clients informed with timely updates on ongoing requests or tickets.
• Collaborate with resolution teams and other departments to ensure clients receive appropriate and prompt communications.
• Generate reports related to ticket breaches and aging from service desk records.
• Spot shortcomings in current processes and services, recommending improvements accordingly.
• Use sound judgment to escalate issues to higher levels when necessary.
• Maintain high-quality service standards to ensure client satisfaction.

Candidate Profile

• Self-motivated individual passionate about IT with a proactive approach.
• Strong decision-making skills to determine when escalation is required.
• Systematic and methodical in resolving tickets.
• Ability to engage and communicate with a broad range of stakeholders.
• Integrity and commitment to excellent client service and retention.
• Team-oriented with sharp attention to detail and client-centric focus.
• Effective verbal and written communication abilities.
• Flexibility to work within a 24/7 rotational shift schedule based on a roster system.
• Familiarity with ITIL principles and frameworks.
• Knowledge of networking technologies (WAN, LAN, WLAN), security, cloud platforms, videoconferencing, or collaboration tools is advantageous.

Qualifications and Experience

• Advanced technical qualification, such as a Technical Diploma or equivalent, in a technology field.
• ITIL v4 Foundation certification preferred.
• Prior relevant experience in the technology sector and call center environments is desirable.

Work Environment

This position offers a hybrid working arrangement.

About NTT DATA

NTT DATA is a $30+ billion global technology and services leader serving the majority of Fortune Global 100 companies. The organization emphasizes accelerating client transformation and contributing positively to society through responsible innovation. Areas of expertise include AI, cloud, security, connectivity, data centers, and application services. As a global top employer with presence in over 70 countries, NTT DATA provides a rich innovation ecosystem and invests heavily in research and development.

Equal Opportunity Employer

NTT DATA fosters an inclusive culture and is committed to providing a workplace free from discrimination and harassment based on age, race, gender, sexual orientation, religion, nationality, disability, pregnancy, marital or veteran status, or any other protected characteristic.

Fraud Awareness

NTT DATA recruiters never request payment or banking details during recruitment. Beware of impersonators posing as recruiters. Official communications will come from an @nttdata.com email address. Report any suspected fraud immediately.