Senior IT Service Desk Lead - Hybrid & 24x7 Support

Albany Toyota; Wellington; Hybrid; NZD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid Working

Job summary

NTT DATA Wellington is seeking a Managed Services Service Desk Agent to be the first point of contact for clients and vendors, handling calls, chats, tickets and mailbox management, and applying established procedures.

This hybrid role requires ITIL familiarity, strong communication, and the ability to work a 24x7 shift, with opportunities to improve processes and deliver high-quality service.

Qualifications

• Advanced general qualification in Technology or equivalent.
• ITIL v4 foundation certification is preferable.

Responsibilities

• Receives, logs, validates and diagnoses client requests, applying SLAs using standard tools and processes.
• Uses service knowledge to respond to tickets with discretion.
• Provides first call resolution where possible, using SOPs or work instructions.
• Flags content gaps when relevant articles are unavailable.
• Provides timely updates to clients on pending requests or tickets.
• Collaborates with resolver groups and other functions for timely updates.
• Produces breach and aging reports for service desk tickets.
• Identifies process gaps and recommends improvements.
• Escalates issues with sound judgment when needed.
• Maintains professional service quality and client satisfaction.

Skills

Ambitious self-starter

Sound judgment escalation

Methodical ticket resolution

Stakeholder communication

Integrity and client service

Team player

Verbal and written communication

24x7 shift capability

ITIL concepts

Networking/Cloud/Videoconf basics

Education

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

ITIL v4 foundation certification

Job description

NTT DATA Wellington is seeking a Managed Services Service Desk Agent to be the first point of contact for clients and vendors, handling calls, chats, tickets and mailbox management, and applying established procedures.

This hybrid role requires ITIL familiarity, strong communication, and the ability to work a 24x7 shift, with opportunities to improve processes and deliver high-quality service.