Senior IT Service Desk Agent - 24/7 Support

NTT Ltd.; Wellington; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

NTT DATA is a global technology and services leader delivering integrated solutions for clients around the world. The Managed Services Service Desk Agent is a senior service desk professional serving as the first point of contact for clients and vendors.

The role focuses on logging, diagnosing and resolving incidents and service requests in line with SLAs, using established processes and tools. The position emphasizes first-call resolution, timely client updates, collaboration with resolver

Qualifications

• Advanced technology diploma or equivalent required.
• ITIL knowledge or certification preferred.
• Experience in technology industry and call center environment preferred.

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs and standard tools.
• Uses product/process knowledge to respond to tickets.
• Provides first call resolution where possible.
• Flags content gaps and suggests improvements.
• Provides timely updates to clients on pending requests or tickets.
• Works with resolver groups to ensure timely client updates.
• Produces breach and aging reports for tickets.
• Identifies gaps in processes and recommends improvements.
• Escapes issues to higher level when needed.
• Maintains professional service quality and client satisfaction.

Skills

ITIL concepts

Strong communication

Ticketing & incident management

Stakeholder engagement

Hybrid work adaptability

Attention to detail

24x7 shift readiness

Team player

Problem solving

Education

Advanced general qualification in Technology (Technical Diploma)

ITIL v4 Foundation certification

Job description

NTT DATA is a global technology and services leader delivering integrated solutions for clients around the world. The Managed Services Service Desk Agent is a senior service desk professional serving as the first point of contact for clients and vendors.

The role focuses on logging, diagnosing and resolving incidents and service requests in line with SLAs, using established processes and tools. The position emphasizes first-call resolution, timely client updates, collaboration with resolver