Senior Service Desk Analyst — 1st Line IT Support (Hybrid)

NTT Ltd.; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Job summary

NTT DATA is looking for a Managed Services Service Desk Agent in Australia. This senior service desk resource is the first point of contact for clients and vendors, handling calls, chats, tickets, and mailbox management, while applying standard operating procedures to resolve incidents or service requests.

The role requires strong ITIL knowledge, solid judgment to escalate when needed, and the ability to work in a 24x7 roster within a hybrid environment.

Qualifications

• Advanced 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.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• 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.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to escape an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

Education

Advanced 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

ITIL v4 foundation certification and knowledge is preferable

Tools

ITIL concepts

Network technologies (WAN, LAN, WLAN)

Cloud

Videoconference/Collaboration

Communication skills

24x7 shift readiness

Job description

NTT DATA is looking for a Managed Services Service Desk Agent in Australia. This senior service desk resource is the first point of contact for clients and vendors, handling calls, chats, tickets, and mailbox management, while applying standard operating procedures to resolve incidents or service requests.

The role requires strong ITIL knowledge, solid judgment to escalate when needed, and the ability to work in a 24x7 roster within a hybrid environment.