Job Description
Make an impact with NTT DATA
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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.
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Make an impact with NTT DATA
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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.
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Your day at NTT DATA
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The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
n This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
n The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.
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Key responsibilities
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Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
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Uses Managed Services product and process knowledge along with discretion to respond to tickets.
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Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
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Flags the need for such content, when relevant articles are not available
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Provides timely updates to clients, when requested, on any pending requests or tickets.
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Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
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Produces breach and aging reports for tickets opened by the service desk.
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Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
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Uses sound judgment to elevate an issue to a higher level.
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Ensures that a qualified level of service quality is maintained and that clients are satisfied.
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To thrive in this role, you need to have:
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Ambitious self-starter who is passionate about IT.
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Solid expertise at using sound judgment to elevate an issue to a higher level.
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Methodical in approach to ticket resolution.
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Demonstrates an ability to interact with a variety of stakeholders.
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Demonstrates required integrity to ensure excellent client service and retention.
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Team player with excellent attention to detail
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📌 Service Desk Analyst (New South Wales)
🏢 Ntt Data
📍 New South Wales