Senior IT Service Desk Analyst - Hybrid, 24/7 Support

Bolton Clarke; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

NTT DATA in Sydney is seeking a Managed Services Service Desk Agent, a senior service desk resource and the first point of contact for clients and vendors. You will handle calls, chats, tickets and mailbox management, applying standard procedures to resolve incidents and service requests.

You will log and diagnose requests, provide timely updates, work with resolver groups, produce breach and aging reports, and identify improvements to current processes to ensure high-quality, reliable IT

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent.
• India specific – 13 years of education with a diploma in IT or a graduate degree or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• Receives, logs and diagnoses client requests using standard SLAs and tools.
• Strives for first call resolution using SOPs.
• Produces breach and aging reports for tickets.
• Identifies gaps in processes and recommends improvements.
• Maintains professional service quality and client satisfaction.

Skills

Communication skills

Judgment

Ticketing discipline

Stakeholder interaction

Attention to detail

Verbal & written communication

24x7 shift readiness

Education

Advanced IT Diploma or equivalent

13 years education with IT diploma/degree (India specific)

ITIL v4 Foundation (preferred)

Tools

ITIL v4 Foundation

Job description

NTT DATA in Sydney is seeking a Managed Services Service Desk Agent, a senior service desk resource and the first point of contact for clients and vendors. You will handle calls, chats, tickets and mailbox management, applying standard procedures to resolve incidents and service requests.

You will log and diagnose requests, provide timely updates, work with resolver groups, produce breach and aging reports, and identify improvements to current processes to ensure high-quality, reliable IT