Senior IT Service Desk Agent – 24/7 Support

Emirates; Wellington; Hybrid; NZD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work option

Professional development

Job summary

NTT DATA is seeking a seasoned Managed Services Service Desk Agent to be the first point of contact for clients and vendors. You will log, diagnose and resolve incidents, manage tickets and emails, and provide updates while adhering to SLAs.

The role emphasizes strong judgment, process discipline and collaboration with resolver groups to ensure client satisfaction. The position requires ITIL familiarity, excellent communication, and the ability to work a 24x7 roster in a hybrid workplace.

Qualifications

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

Responsibilities

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying SLAs.
• Uses product and process knowledge to respond to tickets.
• Provides first call resolution where possible using SOPs or work instructions.
• Provides timely updates to clients on pending requests or tickets.
• Works with resolver groups to ensure timely updates to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps in processes and provides improvement recommendations.
• Elevates issues when needed; maintains high service quality.

Skills

ITIL knowledge

Stakeholder comms

Attention to detail

Team player

Shift flexibility

Escalation handling

Education

Tech Diploma

ITIL Foundation

Tools

Networking basics

Cloud concepts

Videoconferencing tools

Job description

NTT DATA is seeking a seasoned Managed Services Service Desk Agent to be the first point of contact for clients and vendors. You will log, diagnose and resolve incidents, manage tickets and emails, and provide updates while adhering to SLAs.

The role emphasizes strong judgment, process discipline and collaboration with resolver groups to ensure client satisfaction. The position requires ITIL familiarity, excellent communication, and the ability to work a 24x7 roster in a hybrid workplace.