Senior IT Service Desk Agent — Hybrid, 24x7 Support

North Island - Wairarapa Masterton; Wellington; Hybrid; NZD 60,000 - 86,000; Full time

Benefits offered by this job

Hybrid working

Job summary

NTT DATA in Wellington seeks a Senior Service Desk Agent to be the first point of contact for clients and vendors, handling incidents and service requests in a hybrid workplace.

You will log, diagnose and resolve requests, provide timely updates, coordinate with resolver groups, generate reports on ticket aging and breaches, and suggest process improvements while maintaining professional service quality.

Qualifications

• Ambitious self-starter with a passion for IT.
• Strong judgment to escalate issues when needed.
• Methodical approach to ticket resolution.
• Ability to interact with a variety of stakeholders.
• Demonstrates integrity to ensure client service and retention.
• Team player with attention to detail and client focus.
• Excellent verbal and written communication skills.
• Able to work in a 24x7 shift structure.
• Familiar with ITIL concepts.

Responsibilities

• Receives, logs, validates and diagnoses client requests across products and services, applying SLAs.
• Uses service knowledge and discretion to respond to tickets.
• Provides first fix/first call resolution where possible.
• Flags gaps where content/articles are unavailable.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups to ensure timely updates to clients.
• Produces breach and aging reports for opened tickets.
• Identifies process gaps and provides improvement recommendations.
• Escalates issues with sound judgment when needed.
• Maintains professional service quality to ensure client satisfaction.

Skills

ITIL concepts

Network knowledge

Security

Cloud

Videoconferencing

Education

Advanced general qualification in Technology (Technical Diploma)

ITIL v4 foundation certification

Job description

NTT DATA in Wellington seeks a Senior Service Desk Agent to be the first point of contact for clients and vendors, handling incidents and service requests in a hybrid workplace.

You will log, diagnose and resolve requests, provide timely updates, coordinate with resolver groups, generate reports on ticket aging and breaches, and suggest process improvements while maintaining professional service quality.