Senior IT Service Desk Agent – Hybrid, 24/7 Shifts

Albany Toyota; Wellington; Hybrid; NZD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA is seeking a Managed Services Service Desk Agent in a hybrid setting to be the first point of contact for clients and vendors. You will handle calls, chat requests, tickets, and mailbox management in alignment with service level agreements.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 roster. You will work with various teams to ensure timely updates and professional service quality.

Qualifications

• Ambitious self-starter with a passion for IT.
• Strong judgement to escalate issues when needed.
• Methodical approach to ticket resolution and reporting.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services.
• Uses process knowledge to respond to tickets and provide first call resolution where possible.
• Escalates issues when required and communicates updates to clients.
• Produces breach and aging reports for tickets and identifies process improvements.
• Collaborates with resolver groups to ensure timely client updates.

Skills

ITIL concepts

Communication skills

Stakeholder management

24x7 shift readiness

Education

Advanced general qualification in Technology (Technical Diploma) or equivalent

ITIL v4 Foundation certification

Job description

NTT DATA is seeking a Managed Services Service Desk Agent in a hybrid setting to be the first point of contact for clients and vendors. You will handle calls, chat requests, tickets, and mailbox management in alignment with service level agreements.

The role requires ITIL knowledge, strong communication, and the ability to work in a 24x7 roster. You will work with various teams to ensure timely updates and professional service quality.