Senior IT Service Desk Agent | Hybrid & 24x7 Support

Albany Toyota; Wellington; Hybrid; NZD 55,000 - 75,000; Full time

Job summary

NTT DATA in Lower Hutt is seeking a Managed Services Service Desk Agent to be the first point of contact for clients and vendors. The role involves logging, diagnosing, and resolving incidents and service requests, while adhering to standard operating procedures and SLAs.

The successful candidate will deliver first-call resolution when possible, provide timely updates, and collaborate with resolver groups to ensure client satisfaction in a hybrid working environment.

Qualifications

• 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.

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs.
• Uses MSP product and process knowledge along with discretion to respond to tickets.
• Provides first call resolution where possible.
• Flags the need for content when relevant articles are not available.
• Provides timely updates to clients on pending requests or tickets.
• Works with resolver groups to ensure timely updates to the client.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps and shortcomings in current processes and provides recommendations for improvement.
• Elevates issues using sound judgment and maintains professional service quality.

Skills

ITIL concepts

Stakeholder interaction

Communication skills

Problem solving

Shift work readiness

Education

Advanced general qualification in Technology (Technical Diploma)

ITIL v4 Foundation certification

Job description

NTT DATA in Lower Hutt is seeking a Managed Services Service Desk Agent to be the first point of contact for clients and vendors. The role involves logging, diagnosing, and resolving incidents and service requests, while adhering to standard operating procedures and SLAs.

The successful candidate will deliver first-call resolution when possible, provide timely updates, and collaborate with resolver groups to ensure client satisfaction in a hybrid working environment.