NTT Data Recruitment | Hiring Service Desk Associate – Fresher / Experienced

Qualifications

• General Qualification in Technology (Technical Diploma) or equivalent
• India specific – A minimum of 13 years of education with a diploma in IT or a graduate degree or equivalent
• Basic ITIL know-how is preferable
• Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred

Knowledge, Skills and Attributes:

• Ambitious self-starter passionate about IT with the ability to work under guidance Ability to use sound judgment to escalate an issue to a higher level
• Methodical in approach to ticket resolution
• Demonstrates ability to interact with a variety of stakeholders
• Demonstrates required integrity to ensure excellent client service and retention
• Demonstrates the attributes of professionals
• Excellent attention to detail and client focussed
• Strong and effective verbal and written communication skills
• Ability to work in 24X7 shift structure, based on a defined roster
• Familiar with basic ITIL concepts
• Basic knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset

Key Roles and Responsibilities:-

The Managed Services Service Desk Agent is the first point of contact for clients and vendors, responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. This role applies standard operating procedures, in line with expectations of the role.

• Receive, log, validate and diagnose 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
• Provide client with a first call resolution, where possible, leveraging standard operating procedures or work instructions. Flag the need for such content, when relevant articles are not available
• Provide timely updates to clients, when requested, on any pending requests or tickets.
• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client
• Produce breach and aging reports for tickets opened by the service desk
• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
• Use sound judgment to escalate an issue to a higher level
• Ensure that a professional level of service quality is maintained and that clients are satisfied