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

NTT DATA, a global leader in business and technology services, is seeking a Managed Services Client Service Desk Agent to join our dynamic team in Johannesburg. This full-time position offers a hybrid working model, allowing you the flexibility to balance in-office and remote work. Be a part of a renowned company that thrives on innovation, diversity, and excellence!

🌟 Your Role at NTT DATA

As a Managed Services Service Desk Agent, you will be the first point of contact for clients and vendors, providing exceptional service through phone, chat, email, and ticket management. You will apply standard operating procedures (SOPs) to resolve incidents and service requests, ensuring the highest levels of client satisfaction.

🔑 Key Responsibilities

• Client Support: Receive, log, validate, and diagnose client requests for a wide range of products and services, ensuring adherence to service level agreements (SLAs).

• Issue Resolution: Provide first-call resolutions where possible, using available resources and standard operating procedures.

• Ticket Management: Monitor ticket status, escalate issues when needed, and work closely with resolver groups for timely updates to clients.

• Reporting & Analysis: Generate breach and aging reports, identifying areas for improvement and recommending process enhancements.

• Collaboration: Work effectively with teams across departments to resolve complex issues and improve customer experience.

🧑‍💻 Skills and Attributes

• Strong judgment and decision-making skills to escalate issues when necessary.

• Ability to manage multiple tickets while ensuring top-tier client service.

• Excellent verbal and written communication skills.

• Team player with a focus on attention to detail and customer satisfaction.

• Familiarity with ITIL processes and knowledge of networking technologies (WAN, LAN, WLAN, security, cloud services) is an asset.

🎓 Qualifications and Experience

• Education: Advanced qualification in Technology (Technical Diploma) or equivalent.

• Certifications: ITIL v4 Foundation certification is preferable.

• Experience: Previous experience in the Technology Industry, IT service desk, or call center environments is highly advantageous.

🌍 Why NTT DATA?

At NTT DATA, we’re a global leader with a strong commitment to innovation and growth. Join a team that supports your development and promotes a culture of inclusion, offering competitive benefits, career advancement, and continuous learning opportunities. With operations across over 50 countries and a focus on sustainability, NTT DATA is the perfect place to build your career.

🏆 What We Offer

• Competitive salary and benefits package.

• Hybrid working model to offer flexibility.

• Career development opportunities with continuous training programs.

• A culture of diversity and inclusion where you can thrive.

🌐 Apply Today

If you’re ready to take your career to the next level with NTT DATA, apply now and become part of an innovative global leader! Don’t miss out on this amazing opportunity to make an impact in the world of IT service management.

🔗 Find similar jobs at:
📝 TIPS for CV related to this post: When applying, make sure to highlight your experience with IT support, your ability to work in a fast-paced environment, and your knowledge of ITIL. Including any certifications like ITIL v4 or relevant tech qualifications will make your application stand out!