Data Center Operations Analyst – 24/7 IT Service Desk

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

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.