Service Delivery Service Desk Analyst

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

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it's a place where you can grow, belong and thrive.

Your day at NTT DATA

The Managed Services Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors.
This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests.
The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key 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 elevate an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to elevate an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail