Senior IT Service Desk Analyst - 24/7 Hybrid Support

Ntt; Sydney; Ibrido; AUD 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

NTT DATA is hiring a Managed Services Service Desk Agent in Sydney. This senior role is the first point of contact for clients and vendors, handling calls, chats, tickets, and mailbox management while applying standard SOPs.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift roster within a hybrid work environment. Industry experience and a technology background are preferred.

Competenze

• Advanced general qualification in Technology (Technical Diploma) or equivalent.
• ITIL v4 Foundation certification preferred.
• Experience in technology industry and call center environment is preferred.

Mansioni

• Receives, logs, validates and diagnoses client requests across the full range of products and services.
• Provides first call resolution where possible and updates clients on pending requests or tickets.
• Works with resolver groups to ensure timely updates to clients and maintains professional service quality.
• Identifies gaps in processes and recommends improvements.

Conoscenze

ITIL knowledge

Communication

Team player

Attention to detail

Shift flexibility

Networking basics

Cloud basics

Problem solving

Formazione

Technical Diploma or equivalent

Strumenti

ITIL v4 Foundation

Descrizione del lavoro

NTT DATA is hiring a Managed Services Service Desk Agent in Sydney. This senior role is the first point of contact for clients and vendors, handling calls, chats, tickets, and mailbox management while applying standard SOPs.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 shift roster within a hybrid work environment. Industry experience and a technology background are preferred.