Associate IT Data Center Operation Analyst

NTT Global Data Centers; Jakarta Pusat; On-site; IDR 78,120,000 - 133,920,000; Full time

Job summary

NTT Global Data Centers seeks a highly motivated Manage Services Client Service Desk Agent to deliver technical support and ensure smooth data center operations. The role emphasizes strong customer service, problem solving, and adherence to SLAs.

You will log, diagnose, and manage client requests, provide timely updates, and collaborate with resolver groups to resolve issues efficiently in a fast-paced environment.

Qualifications

• Associate or bachelor’s degree in IT or CS.
• Minimum of 3 years IT support or service desk experience.
• ITIL v4 Foundation knowledge preferred.

Responsibilities

• Receive, log, validate, and diagnose client requests across all supported products and services, following SLAs and using standard tools and processes.
• Ensure diligent follow-ups, proper process adherence, and timely ticket closure.
• Provide first-call resolution where possible, using SOPs/work instructions.
• Give timely updates to clients on pending requests or tickets.
• Collaborate with resolver groups to ensure accurate and timely information.
• Produce breach and aging reports for tickets.
• Identify process or service gaps and recommend improvements.
• Escalate issues using sound judgment.
• Maintain professional service quality and client satisfaction.
• Internal and external notification (incident, planned maintenance, etc.)
• Ability to work in 24X7 shift structure based on roster
• Provide timely updates to clients on pending requests or tickets
• Work with resolver groups to ensure timely updates are sent
• Produce breach and aging reports for tickets
• Identify gaps in processes and provide recommendations

Skills

Analytical troubleshooting

Strong communication

Ticketing documentation

24x7 shift readiness

Customer service focus

Education

Associate or bachelor’s degree in information technology / Computer Science or related field

Tools

Ticketing system

Job description

We are seeking a highly motivated and skilled Manage Services Client Service Desk Agent to join our Data Center. The ideal candidate will provide technical support and assistance to end-users, ensuring the smooth operation of Data Center. This role requires excellent problem-solving skills, a strong customer service orientation, and the ability to work in a fast-paced environment.

• Receive, log, validate, and diagnose client requests across all supported products and services, following SLAs and using standard tools and processes.


• Ensure diligent follow‑ups, proper process adherence, and timely ticket closure.


• Provide first‑call resolution where possible, using SOPs/work instructions, and


• Give timely updates to clients on pending requests or tickets.


• Collaborate closely with resolver groups to ensure clients receive accurate and timely information.


• Produce ticket breach and aging reports.


• Identify process or service gaps and recommend improvements.


• Escalate issues appropriately using sound judgment.


• Maintain professional service quality and client satisfaction.


• Internal and External notification (incident, planned maintenance, etc.)


• Ability to work in 24X7 shift structure, based on a defined roster


• Provide timely updates to clients, when requested, on any pending requests or tickets


• Work closely with resolver groups, and other functions, to ensure timely updates are sent to the client


• Produce breach and aging reports for tickets opened by the service desk


• Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement


• Use sound judgment to elevate an issue to a higher level


• Ensure that a professional level of service quality is maintained and that clients are satisfied

Knowledge, Skills and Attributes:

• Ambitious self-starter passionate about IT with the ability to work under guidance


• Ability to use sound judgment to elevate an issue to a higher level


• Methodical in approach to ticket resolution


• Demonstrates ability to interact with a variety of stakeholders


• Demonstrates required integrity to ensure excellent client service and retention


• Demonstrates the attributes of professionals


• Team player with excellent attention to detail and client focused


• Solid experience in a similar IT environment role.


• Call center or service desk experience is an advantage.


• Excellent analytical and troubleshooting skills.


• Document resolution details in the ticketing system.


• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.


• Demonstrated ability to provide high-quality customer service and support.


• Stay updated with the latest technologies and best practices in data center operations.

Qualifications

• Associate or bachelor’s degree in information technology, Computer Science, or a related field.


• Minimum of 3 years of experience in an IT support or service desk role.


• ITIL v4 Foundation knowledge is preferred.