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

Foot Locker, Inc.; Wellington; Hybrid; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA in Wellington, NZ is hiring a Senior Managed Services Service Desk Agent to be the first point of contact for clients and vendors. You will log, diagnose and resolve incidents and requests, while maintaining SLAs and timely updates.

This role requires strong ITIL knowledge, excellent communication, and the ability to work in a 24x7 shift pattern. Hybrid working arrangements are available to support collaboration and service quality.

Qualifications

• Advanced IT or technology diploma or equivalent.
• ITIL v4 foundation knowledge is preferable.
• Experience in technology industry and call center is preferred.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services.
• Provides first call resolution where possible and updates clients on pending requests.
• Maintains ticket and incident discipline per SOPs and SLAs.
• Escalates issues when needed and collaborates with resolver groups.
• Produces breach and aging reports for tickets and suggests process improvements.

Skills

ITIL concepts

Verbal communication

Written communication

Attention to detail

Team player

Stakeholder interaction

Problem solving

Education

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

Tools

WAN

LAN

WLAN

Security

Cloud

Videoconferencing

Collaboration tools

Job description

NTT DATA in Wellington, NZ is hiring a Senior Managed Services Service Desk Agent to be the first point of contact for clients and vendors. You will log, diagnose and resolve incidents and requests, while maintaining SLAs and timely updates.

This role requires strong ITIL knowledge, excellent communication, and the ability to work in a 24x7 shift pattern. Hybrid working arrangements are available to support collaboration and service quality.