Senior It Service Desk Agent — Hybrid, 24/7 Shift

Air Restore (Nz) Ltd; Wellington; Hybrid; NZD 50,000 - 70,000; Full time

Job summary

NTT DATA Wellington is seeking a Managed Services Service Desk Agent to act as a senior service desk resource and first contact for clients and vendors. You will handle calls, chat, tickets, and mailbox management, applying SOPs and servicing requests.

You will log, diagnose, and resolve requests across products and services, provide first-call resolution where possible, and work with resolver groups to keep clients updated. ITIL knowledge and hybrid working are expected.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs using standard tools and processes.
• Uses service desk knowledge to respond to tickets with discretion.
• Provides first call resolution where possible, following SOPs or work instructions.
• Flags when content articles are not available and escalates as needed.
• Provides timely updates to clients on pending requests or tickets.
• Works with resolver groups and other functions to ensure timely client updates.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps in processes and suggests improvements.
• Uses judgment to escalate issues to higher levels.
• Maintains professional service quality and client satisfaction.

Skills

Ambitious self-starter

Team player

Effective communication

Education

Advanced general qualification in Technology (Technical Diploma) or equivalent qualification

ITIL v4 foundation certification (advantage)

Job description

MS Service Desk

Wellington NTT America, Inc.

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 Service Desk Agent is a senior service desk resource and the first point of contact for clients and vendors. This role is responsible for taking calls, chat requests, or tickets, and Mailbox management and handling resulting incidents or service requests. The Managed Services Service Desk Agent applies standard operating procedures, in line with expectations of the role.

Key responsibilities:

• Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes.
• Uses Managed Services product and process knowledge along with discretion to respond to tickets.
• Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions.
• Flags the need for such content, when relevant articles are not available
• Provides timely updates to clients, when requested, on any pending requests or tickets.
• Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement.
• Uses sound judgment to extend an issue to a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

To thrive in this role, you need to have:

• Ambitious self-starter who is passionate about IT.
• Solid expertise at using sound judgment to extend an issue to a higher level.
• Methodical in approach to ticket resolution.
• Demonstrates an ability to interact with a variety of stakeholders.
• Demonstrates required integrity to ensure excellent client service and retention.
• Team player with excellent attention to detail and client focused.
• Effective verbal and written communication skills.
• Ability to work in 24X7 shift structure, based on a defined roster.
• Familiar with ITIL concepts.
• Sufficient knowledge of network technologies (WAN, LAN, WLAN), Security, Cloud, Videoconference or Collaboration is an asset.

Academic qualifications and certifications:

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.

Required experience:

• Demonstrable related work experience in the Technology Industry and Call Center environment is preferred.

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.