Senior IT Service Desk Lead — First-Call Resolution

Ntt America, Inc.; Wellington; On-site; NZD 50,000 - 75,000; Full time

Job summary

NTT DATA Wellington is seeking a senior Managed Services Service Desk Agent who serves as the first point of contact for clients and vendors. You will take calls, chats, or tickets and manage mailboxes, applying established procedures to resolve incidents or service requests.

You will collaborate with resolver groups to provide updates, produce breach and aging reports, and identify process improvements to enhance service delivery.

Qualifications

• Experience handling calls, chats, tickets and mailbox management.
• Ability to apply standard operating procedures to incidents.
• Strong communication and customer service skills.

Responsibilities

• 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,

Job description

NTT DATA Wellington is seeking a senior Managed Services Service Desk Agent who serves as the first point of contact for clients and vendors. You will take calls, chats, or tickets and manage mailboxes, applying established procedures to resolve incidents or service requests.

You will collaborate with resolver groups to provide updates, produce breach and aging reports, and identify process improvements to enhance service delivery.