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

Air Restore (Nz) Ltd; Wellington; Hybrid; NZD 50.000 - 70.000; Vollzeit

Benefits dieser Stelle

Hybrid Working

Zusammenfassung

NTT DATA is seeking a Managed Services Service Desk Agent in Wellington to be the senior first point of contact for clients and vendors. You will handle calls, chats, tickets, and mailbox items, applying established procedures and SLAs to diagnose and resolve issues where possible.

The role requires strong communication, ITIL awareness, and the ability to work a 24/7 roster within a hybrid workplace. You’ll collaborate across resolver groups to deliver timely updates and improvements.

Qualifikationen

• 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.

Aufgaben

• 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 escpo a higher level.
• Ensures that a professional level of service quality is maintained and that clients are satisfied.

Kenntnisse

ITIL knowledge

Communication skills

Ticketing systems

Stellar customer service

Shift flexibility

Ausbildung

IT diploma or equivalent

ITIL v4 foundation

Tools

ServiceNow

MS Office

Jobbeschreibung

NTT DATA is seeking a Managed Services Service Desk Agent in Wellington to be the senior first point of contact for clients and vendors. You will handle calls, chats, tickets, and mailbox items, applying established procedures and SLAs to diagnose and resolve issues where possible.

The role requires strong communication, ITIL awareness, and the ability to work a 24/7 roster within a hybrid workplace. You’ll collaborate across resolver groups to deliver timely updates and improvements.