Senior Service Desk & SLA Champion - Hybrid IT Support

Ntt Data, Inc.; Sydney; Hybrid; AUD 90,000 - 110,000; Full time

Job summary

NTT DATA in Sydney is seeking a Senior Service Desk Analyst IT Support with SLA champion responsibilities. You will be the first line of contact handling calls, chats, tickets, and mailbox management, applying ITIL-based procedures to incidents and service requests.

You’ll work in a hybrid environment, coordinate with resolver groups, and produce breach reports while driving improvements to service delivery and client satisfaction in a busy Managed Services desk.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent.
• ITIL v4 foundation certification and knowledge is preferable.
• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

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.

Skills

ITIL concepts

Communication skills

Ticket handling

Team collaboration

Education

Advanced technology diploma

India-specific 13 years education in IT

ITIL v4 Foundation

Job description

NTT DATA in Sydney is seeking a Senior Service Desk Analyst IT Support with SLA champion responsibilities. You will be the first line of contact handling calls, chats, tickets, and mailbox management, applying ITIL-based procedures to incidents and service requests.

You’ll work in a hybrid environment, coordinate with resolver groups, and produce breach reports while driving improvements to service delivery and client satisfaction in a busy Managed Services desk.