Senior IT Service Desk Agent - 24/7 Support

NTT America, Inc.; Wellington; Hybrid; NZD 65,000 - 90,000; Full time

Job summary

NTT DATA is seeking a senior Managed Services Service Desk Agent to be the first point of contact for clients and vendors within a hybrid-working environment. You will handle calls, chats, tickets, and mailbox management, applying standard operating procedures to resolve incidents and service requests.

You will log and diagnose requests, provide first call resolution where possible, and collaborate with resolver groups to ensure timely updates and reporting.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.
• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

Responsibilities

• Logs, diagnoses and resolves client requests across the full range of products and services.
• Provides first call resolution where possible using standard procedures.
• Keeps clients updated on pending requests or tickets.
• Collaborates with resolver groups to ensure timely updates to clients.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and suggests improvements to current processes and procedures.

Skills

ITIL concepts

Communication skills

Problem solving

Education

Technical Diploma or equivalent

Tools

Networking basics

Cloud knowledge

Video conferencing

Job description

NTT DATA is seeking a senior Managed Services Service Desk Agent to be the first point of contact for clients and vendors within a hybrid-working environment. You will handle calls, chats, tickets, and mailbox management, applying standard operating procedures to resolve incidents and service requests.

You will log and diagnose requests, provide first call resolution where possible, and collaborate with resolver groups to ensure timely updates and reporting.