Managed Services Client Service Desk Administrator

NTT DATA, Inc.; Jakarta Pusat; Hybrid; IDR 55,800,000 - 89,280,000; Full time

Job summary

NTT DATA, Inc. in Jakarta is seeking a Managed Services Client Service Desk Administrator to support the smooth operation of the service desk. You will coordinate service requests and assist the team to ensure timely incident resolution.

This hybrid role requires a High School diploma or equivalent, basic IT and call centre experience, and strong communication skills. You will log requests, follow escalation procedures, and maintain accurate documentation.

Qualifications

• High School Certification or diploma or equivalent.
• Basic to moderate level years of experience in the Technology Industry or Call Centre environment.
• Experience in a client service or service desk setting is desirable.

Responsibilities

• Provides administrative support to the Managed Services Client Service Desk team.
• Performs entry level administrative tasks as required by the team.
• Ensures correct escalation procedures are followed on all critical calls and requests.
• Receives, validates, and logs client requests with detailed information.
• Analyzes escalation requests to ensure proper categorization and prioritization.
• Maintains all documents related to tickets and client information.
• Performs other related tasks as required.

Skills

Ambitious self-starter

Methodical ticket resolution

Stakeholder interaction

Attention to detail

Strong communication

Shift work readiness

Education

High School Certification or diploma or equivalent

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.

Your day at NTT DATA

The Managed Services Client Service Desk Administrator is an administrative role that supports the smooth operation of the service desk function. This role involves tasks such as coordinating service requests, assisting the client service desk team, and maintaining documentation and records to support efficient incident resolution and service delivery.

Key responsibilities:

• Provides an administrative support service to the Managed Services Client Service Desk team.
• Provides entry level administrative tasks as required by the team.
• Ensure the correct escalation procedure is followed on all critical calls and requests.
• May be responsible for receiving, validating, and logging client requests, capturing the detail of the request.
• Assists with analyzing and interpreting escalation requests to ensure the correct categorization and prioritization.
• Ensures all relevant documents related to the tickets / requests are maintained, including the client's information.
• Performs any other related task as required.

To thrive in this role, you need to have:

• Ambitious self-starter with the ability to work under general direction.
• Ability to use sound judgment to escalte an issue to a higher level.
• Displays a 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.
• Good attention to detail and client focused.
• Strong and effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster as required.

Academic qualifications and certifications:

• High School Certification or diploma or equivalent.

Required experience:

• Basic to moderate level years of experience
• Basic to moderate level experience level in the Technology Industry and Call Centre environment

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.