Managed Services Client Service Desk Agent at NTT DATA – Apply Now!

About NTT DATA 🌍

NTT DATA is a global leader in business and technology services, investing over $3.6 billion in research and development each year. As part of the NTT Group, we help businesses and society move confidently into the digital future. Our services span across consulting, IT, data, and AI solutions, supporting clients worldwide, including 75% of the Fortune Global 100. At NTT DATA, we embrace diversity and inclusion, providing a collaborative and innovative workplace where employees can thrive.

Role Overview 🎯

As a Managed Services Client Service Desk Agent at NTT DATA, you will be the first point of contact for clients and vendors, providing essential support and service. This senior service desk role involves managing calls, chat requests, and service tickets, ensuring high-quality resolution and compliance with service level agreements. You will play a key role in maintaining professional client service standards, identifying process improvements, and ensuring client satisfaction.

Key Responsibilities ✔️

• 📞 Client Interaction: Receive, log, and diagnose client requests across a full range of products and services.

• 🛠️ Issue Resolution: Apply standard operating procedures to provide first-call resolutions or escalate as needed.

• 🗂️ Ticket Management: Manage service requests, update clients on ticket statuses, and ensure timely follow-up.

• 🧑‍🤝‍🧑 Collaboration: Work closely with resolver groups to facilitate swift issue resolution and escalate complex issues.

• 📈 Reporting: Generate breach and aging reports to track service desk performance.

• 🔍 Process Improvement: Identify and recommend improvements to service desk processes and service delivery.

Knowledge and Skills 🧠

• 💻 IT Expertise: A strong passion for IT with sound judgment to escalate issues appropriately.

• 🗣️ Communication Skills: Excellent verbal and written communication skills to interact effectively with clients and internal teams.

• 📊 Attention to Detail: Methodical approach to ticket resolution with excellent attention to detail.

• 🤝 Client-Focused: Demonstrated integrity and client retention skills, fostering positive client relationships.

• 🔄 Adaptability: Ability to work in a 24/7 shift environment as per a defined roster.

• 🌐 Technical Knowledge: Familiarity with ITIL concepts, network technologies (WAN, LAN, WLAN), security, cloud, and video conferencing.

Academic Qualifications and Certifications 🎓

• 🎓 Advanced General Qualification in Technology (e.g., Technical Diploma) or equivalent qualification.

• 📜 ITIL v4 Foundation Certification is preferable but not mandatory.

Required Experience 💼

• ✔️ Work Experience: Proven experience in the technology industry and call center environments is highly preferred.

Why Join NTT DATA? 🌟

• 🌱 Career Growth: We invest in your professional development, offering numerous opportunities for career advancement.

• 🌍 Global Impact: Work for a global leader in IT and technology services with diverse teams across the world.

• 💡 Innovative Environment: Join a team that’s passionate about pushing boundaries and embracing new technologies.

• 🏢 Hybrid Work: Enjoy the flexibility of hybrid working, combining remote work with office collaboration.

How to Apply 📝

If you’re ready to make an impact and grow your career with NTT DATA, apply now for the Managed Services Client Service Desk Agent role. Take the next step and join our dynamic team!

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TIPS for CV related to this post:

• Highlight any experience you have working in IT support, service desks, or call centers.

• Emphasize your understanding of ITIL concepts and relevant technical certifications.

• Showcase your ability to handle client requests efficiently and professionally in a fast-paced environment.

• Include your ability to work in a 24/7 shift structure and familiarity with network technologies.