Senior IT Service Desk Lead (Hybrid)

Air Restore (Nz) Ltd; Wellington; Hybrid; NZD 50,000 - 70,000; Full time

Job summary

NTT DATA Wellington is seeking a Managed Services Service Desk Agent to act as a senior service desk resource and first contact for clients and vendors. You will handle calls, chat, tickets, and mailbox management, applying SOPs and servicing requests.

You will log, diagnose, and resolve requests across products and services, provide first-call resolution where possible, and work with resolver groups to keep clients updated. ITIL knowledge and hybrid working are expected.

Qualifications

• Advanced general qualification in Technology (Technical Diploma) or equivalent qualification.
• ITIL v4 foundation certification and knowledge is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs using standard tools and processes.
• Uses service desk knowledge to respond to tickets with discretion.
• Provides first call resolution where possible, following SOPs or work instructions.
• Flags when content articles are not available and escalates as needed.
• Provides timely updates to clients on pending requests or tickets.
• Works with resolver groups and other functions to ensure timely client updates.
• Produces breach and aging reports for tickets opened by the service desk.
• Identifies gaps in processes and suggests improvements.
• Uses judgment to escalate issues to higher levels.
• Maintains professional service quality and client satisfaction.

Skills

Ambitious self-starter

Team player

Effective communication

Education

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

ITIL v4 foundation certification (advantage)

Job description

NTT DATA Wellington is seeking a Managed Services Service Desk Agent to act as a senior service desk resource and first contact for clients and vendors. You will handle calls, chat, tickets, and mailbox management, applying SOPs and servicing requests.

You will log, diagnose, and resolve requests across products and services, provide first-call resolution where possible, and work with resolver groups to keep clients updated. ITIL knowledge and hybrid working are expected.