Job Information
NTT America Solutions, Inc. Service Desk Agent in Port Elizabeth, South Africa
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.
Your day at NTT DATA
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.
What you'll be doing
Key Roles and Responsibilities:
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
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
Academic Qualifications and Certifications:
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
Required Experience:
- Demonstrable related work experience in the Technology Industry and Call Centre environment is preferred
Workplace type :
Hybrid Working
About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.
Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.