Service Desk Analyst

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

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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.
The 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, platform, 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 and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• 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.

Required experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Workplace type :Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion business and technology services leader, serving 75% of the Fortune

Global 100. We are committed to accelerating client success and positively impacting society through

responsible innovation. We are one of the world’s leading AI and digital infrastructure providers, with

unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and

application services. Our consulting and industry solutions help organizations and society move

confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more

than 70 countries. We also offer clients access to a robust ecosystem of innovation centers as well as

established and start-up partners. NTT DATA is part of NTT Group, which invests over $3 billion each

year in R&D.

Equal Opportunity Employer NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.