Senior Service Desk Analyst – Managed Services

NTT DATA, Inc.; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

NTT DATA, Inc. is seeking a Managed Services Service Desk Agent in Sydney to act as the senior point of contact for clients and vendors.

You will handle calls, chats, tickets, and mailbox management while applying standard operating procedures to incidents and service requests. In this role, you will log and diagnose requests across the full product range, provide timely updates, and collaborate with resolver groups to ensure timely resolutions.

Qualifications

• Ambitious self-starter with passion for IT.
• Strong judgment to elevate issues when needed.
• Methodical approach to resolving tickets.
• Ability to interact with a variety of stakeholders.
• Demonstrates integrity to ensure service quality and client retention.
• Team player with excellent attention to detail.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services.
• Uses service desk tools to respond to tickets and provide updates.
• Strives for first call resolution using SOPs and work instructions.
• Flags gaps when resources are unavailable and refers to articles as needed.
• Provides timely updates on pending requests or tickets to clients.
• Collaborates with resolver groups and other functions to ensure timely communication.
• Produces breach and aging reports for tickets created by the service desk.
• Identifies process gaps and suggests improvements.
• Elevates issues when required and maintains professional service quality.

Skills

IT service desk

Ticket resolution

Stakeholder communication

Issue escalation

Integrity

Detail oriented

Job description

NTT DATA, Inc. is seeking a Managed Services Service Desk Agent in Sydney to act as the senior point of contact for clients and vendors.

You will handle calls, chats, tickets, and mailbox management while applying standard operating procedures to incidents and service requests. In this role, you will log and diagnose requests across the full product range, provide timely updates, and collaborate with resolver groups to ensure timely resolutions.